Support Integration Frequently Asked Questions

What is the value of Oracle Premier Support?
With Oracle Premier Support, customers can expect to drive more value from their investments. We have combined the talents, technologies, and vision of Oracle and acquired support organizations to create the most progressive support services available anywhere. By building on our complementary strengths and our shared commitment to innovation, Oracle Support sets the standard.

What are the key components of Oracle Premier Support?
Award-winning service and support to quickly diagnose and resolve issues:

• Consistent, 24/7 support across 145 countries, in 29 languages
• 15,500 Oracle support specialists with an average tenure of over six years and experience supporting Oracle products across all major industries
• Powerful diagnostic tools and a direct escalation path to Product Development to speed resolution when needed
• Two-hour hardware service with automated service requests¹
• Ecosystem support leveraging collaborative relationships with leading hardware and software vendors to isolate and troubleshoot multivendor interoperability issues
• Lifetime Support providing access to technical experts and rights to major releases for as long as you license your Oracle software

Tools and resources for proactive maintenance and to get the most of your Oracle products:

• My Oracle Support web portal delivering a personalized, proactive support experience through a single point of entry and a single, fully-integrated dashboard
• Proactive advice and customized health checks to improve system and software performance—all personalized for your unique configurations
• Advanced search capabilities in My Oracle Support’s extensive knowledgebase of nearly 1 million solutions for more than 3,000 products
• Unlimited access to technical documentation, white papers, best practices, and tips and tricks from the experts
• Collaborative network of Oracle support specialists and industry peers in 170+ communities for a proactive exchange of best practices and industry knowledge

Product innovation to keep pace with change and capitalize on new opportunities:

• Ongoing customer-driven enhancements to software and firmware functionality, performance, stability, and interoperability
• New releases included at no additional cost and available when you're ready to upgrade
• Tax, legal, and regulatory updates for critical application software to ensure compliance
• Security alerts, updates, and ongoing software assurance to maintain situation awareness, counter threats, and minimize business risk
• Oracle Upgrade Advisors and Upgrade Planner to guide you step-by-step through each upgrade
• Updates and support for product-embedded upgrade tools

¹ Your system must be within an Oracle two-hour service coverage area to receive two-hour service as a standard feature.

Learn more about Oracle Premier Support

Will the same people who supported me in the past continue to deliver my support?
Yes. With the migration to Oracle Premier Support, you will have system and support continuity. We are dedicated to maintaining and increasing the quality of innovation, support, and service that you have come to expect. Acquired company developers and support experts are now a part of a strengthened Oracle Support team. Oracle is dedicating significant resources to ensure that you experience minimal disruption during the integration and transition process. Initially, you should continue to use the same support telephone numbers and web portals that you have been using. We will then migrate you to our one-stop, one point-of-contact solution to handle all your software support needs.

How will Oracle ensure global support continuity?
The combined talents and technologies of acquired companies and Oracle ensure you will receive the complete product, technical, and problem solving expertise you need regardless of where you do business. By leveraging our third-party relationships and reseller agreements, Oracle fosters collaborative support processes to facilitate prompt and efficient resolution. Furthermore, the scale of our support organization allows us to invest in state-of-the-art support technologies to deliver advanced support services.

If I purchase a new software license, the support on the contract is called "Software Update License and Support." I thought I was purchasing Oracle Premier Support for Software. What is the difference?
Software Update License and Support is Oracle's contractual term for Oracle Premier Support for Software.

When will former support contracts be migrated to Oracle Premier Support?
All customers will be migrated upon expiration of their existing support contract.

Will I see an increase in my support renewal fees once I migrate to Oracle Premier Support?
Support pricing at the first renewal with Oracle will be the same pricing the you paid to the acquired company in the previous year, assuming that you were supported directly and not through a partner, the same licenses are supported, you paid for a full year of support, and you are migrated to Oracle Premier Support. You will also be migrated to an Oracle License and Services agreement to govern your next support period. For future renewals, your annual support fees will be adjusted for inflation or currency fluctuations. Renewal increases will be limited to any current contractual support cap terms in effect at the time of renewal. If you would like further information regarding the migration of your support contract, please contact your Support Sales representative.

If I purchase new products, my understanding is that those new products will have support priced at Oracle's list support fees, while our existing products remain at their current support fees. Is this true?
Yes, this is true. Oracle Premier Support fees for existing customers who purchase additional programs and/or users will be priced per the Oracle price list. There would be no change to your current support fees other than adjustments for inflation or currency fluctuations, assuming the conditions mentioned above are met.

At our support renewal, when we migrate to Oracle's Premier Support, will we have to sign any type of new contract to receive that service?
No, you will not need to sign any new amendments or contracts to receive Oracle Premier Support, as long as the terms of your current support offering were subject to change. If that was the case, upon renewal of your technical support contract, Oracle's Technical Support Policies will apply. With this change, you will now receive a higher level of support, at your existing support fees. Adjustments for inflation or currency fluctuations will be applied in future renewals.

Can I continue to renew my current support plan?
Your current support program is no longer available for you to renew. All customers will be migrated to Oracle Premier Support upon expiration of their existing contract.

Who will contact me about my Support Renewal? What if I have questions?
We have reorganized our Support Renewal team so that we have one renewal representative covering your account. We will work closely with you to assist your understanding of any impact of proposed Oracle changes and policies to facilitate a smooth transition.