Effective June 4, 2007, the initial point of contact for SPL product support is now through the Oracle Global Customer Support (GCS) systems and infrastructure and no longer through the SPL support hotline or support portals.
Logon to Oracle MetaLink to open new technical issues or track existing issues.
Beginning January 1, 2007, you will no longer go through SPL WorldGroup to renew your support contract. This process will be transitioned to Oracle Support Sales, with processing resuming in March 2007. However, you will continue to be supported—even if your support expires during this transitional period—as long as you have an active support contract or you have received a SPL WorldGroup support invoice as of November 2, 2006.
If your support term has already expired, an Oracle Support Sales Representative will contact you beginning in March 2007, otherwise our practice is to contact customers 90 days in advance of the expiration of the current support term to discuss the renewal.
Oracle will work with you to migrate your support contract to a standard Oracle support offering and a standard Oracle support contract. The Oracle contract will then govern the support services for the next term. Please note that Oracle will not be renewing contracts for the SPL WorldGroup support services.
As the transition is completed, an Oracle Support Sales representative will contact you about your renewal.
ORACLE LIFETIME SUPPORT POLICY
Oracle protects SPL WorldGroup customer investments with Lifteime Support Furthering our commitment to SPL WorldGroup customers, Oracle is proud to announce defined support timeframes for SPL WorldGroup products and releases and the application of the Lifetime Support Policy to a number of SPL WorldGroup products and releases. Refer to the Lifetime Support brochure for specific release information.