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Effective 01-Oct-09, the initial point of contact for GoldenGate product support is through the Oracle Global Customer Support (GCS) systems and infrastructure and no longer through the GoldenGate support hotline, email, or support portal. Please discontinue using the GoldenGate hotline, support portal, and email for customer support
In preparation for the migration to the Oracle support systems, on Wednesday, 30-Sep-09, at 5:00 p.m. Pacific Time, the GoldenGate Support portal will be shut down to start the the migration of all open and closed Service Requests (SRs). At that time and prior to the official cut over to the Oracle support systems on 01-Oct-09, you can contact Oracle/GoldenGate Support team as shown below to log any new critical issues.
Beginning 01-Oct-2009, you will no longer go through GoldenGate to renew your support contract. This process will be transitioned to Oracle Support Sales, with processing resuming in December. 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 GoldenGate support invoice as of 30-Sep-2009.
If your support term has already expired, an Oracle Support Sales Representative will contact you beginning in December, 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. Please note that Oracle will not be renewing contracts for the GoldenGate support services and instead your support will be migrated to an Oracle Support offering. The Oracle contract will then govern the support services for the next term.
For more information about the Oracle Support Offerings, please go to http://www.oracle.com/support/.
As the transition is completed, an Oracle Support Sales representative will contact you about your renewal.