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Effective 8-Aug-2011, the initial point of contact for Oracle ATG product support will be through the Oracle Customer Support systems and infrastructure and no longer through the ATG support hotline, email, or Customer Care support portal. Please discontinue using the ATG support mechanisms effective immediately.
Beginning March 1, 2011, you will no longer go through ATG to renew your Commerce support contract. This process will be transitioned to Oracle Support Sales, with processing resuming in May 2011. 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 an ATG support invoice as of March 1, 2011.
If your support term has already expired, an Oracle Support Sales Representative will contact you beginning in May 2011 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 Oracle Premier Support and an Oracle License and Services Agreement to govern the next support term. Please note that Oracle will not renew contracts for the ATG support programs and instead your support will be migrated to Premier Support. You may also be offered Oracle Advanced Customer Services.
For more information about the Oracle Support Offerings, please go to https://www.oracle.com/support/.
As the transition is complete, an Oracle Support Sales representative will contact you about your support renewal.