Oracle Acquisitions
MICROS Systems Support

Oracle and MICROS Support Integration

 

Overview of the Migration of MICROS Customers

  • US and Canada to Oracle Premier Support—as of April 1, 2015
  • EMEA to Oracle Premier Support—as of August 3, 2015
    Note: EMEA in this document refers to 18 countries: Austria, Belgium, Denmark, Finland, France, Germany, Hungary, Ireland, Israel, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom.
  • APAC to Oracle Premier Support—as of December 1, 2015
    Note: APAC in this document refers to 15 countries: Australia, China (excluding MICROS Payment Gateway), Guam, Hong Kong, India, Japan, Korea, Macau, Malaysia, Maldives, New Zealand, Philippines, Singapore, Taiwan, Thailand.
  • LAD—as of March 1, 2016
    Note: LAD in this document refers to the following countries: Mexico, Panama, Puerto Rico, Argentina, Colombia, Uruguay, Brazil, Peru, and Chile.

Customers purchasing Oracle sold Point of Sale (POS) products (including Workstations, Tablets and Handhelds, Scanners, Printers, Cash Drawers, Displays, and Payment Solution products) and software will receive Oracle’s Premier Support offerings: Oracle Premier Support for Oracle Retail and Hospitality Hardware and/or Oracle Premier Support for Software.

Oracle will no longer offer the legacy MICROS hardware and software support offerings; however, Oracle will honor all existing contracts through their expiration.


Frequently Asked Questions


Section I: Oracle Premier Support

The Oracle Support policies and warranties have been updated for Oracle's MICROS products for:

  • US and Canada on April 1, 2015
  • EMEA on August 3, 2015
  • APAC on December 1, 2015
  • LAD on March 1, 2016

Q: How will Oracle ensure global support continuity?

A: The combined talents and technologies of MICROS and Oracle and our worldwide resources ensure you will receive the complete product, technical, and problem-solving expertise you need regardless of where you do business. Furthermore, the scale of our support organization allows us to invest in state-of-the-art support technologies to deliver advanced support services.

Q: What are the Oracle Support offerings for the MICROS customers and products?

A: Effective on:

  • April 1, 2015 for customers in the US and Canada
  • August 3, 2015 for customers in EMEA
  • December 1, 2015 for customers in APAC
  • March 1, 2016 for customers in LAD

The following offerings are available:

  • Oracle Premier Support for Software (Software Update License & Support)
  • Oracle Premier Support for Oracle Retail and Hospitality Hardware
  • Oracle Premier Support for Oracle Retail and Hospitality Hardware for Printers

Learn more about Oracle Premier Support

Q: What are the Service Level Standards (SLSs) for Support?

Q: What is the Oracle Hardware Warranty?

  • One-Year Warranty, Telephone Support Business Hours: 9 a.m. - 5 p.m. / Monday-Friday
  • Two Business Day Advanced Parts Replacement (Direct Countries) for products that are defined as Customer Replaceable Units (CRU)
  • Two business day onsite support engineer and parts, local business hours, for Oracle products that are defined as Field Replaceable Units (FRU).
  • For more details, see the Oracle Hardware Warranty

Q: Will the same people who supported me in the past continue to deliver my support?

A: 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. MICROS 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 transition to the My Oracle Support (MOS) platform to handle all your support needs and will notify you in advance of upcoming changes. Please continue to use the same mechanisms you have been using to obtain support from MICROS.

Q: Will I be able to contact MICROS Field Engineers directly or will I go through the Oracle (MICROS) Remote Support Desk?

A: You should continue to contact Support via the MICROS Support hotlines or through the legacy MICROS support portals. Advance notice of all changes will be provided.


Section II: Support Migration Pricing and Policies

Q: Will I see an increase in my support renewal fees when I migrate to Oracle Premier Support?

A: Support pricingat the first renewal with Oracle will be at the same price you paid MICROS in the previous year, assuming that:

  • The same products were supported
  • You paid for a full year of support
  • You have migrated to Oracle Premier Support
  • You accepted Oracle's Terms and Conditions

If you would like further information regarding the migration of your support contract, please contact your Oracle Support Sales representative. Scroll down to the appropriate country and use the phone number for Support Sales.

Q: If I purchase new products, my understanding is that those new products will have support priced at Oracle's list price, while our existing products remain at their current support fees. Is this true?

A: 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.

Q: Can I continue to receive support for my hardware products using Time and Material (T&M) engagements with Oracle?

A: The Time and Materials services offered by MICROS are no longer available. Customers should purchase an Oracle Premier Support for Oracle Retail and Hospitality Hardware contract or an Oracle Advanced Parts Exchange for Retail and Hospitality Hardware contract, per the Oracle price list.

Q: Can I receive Oracle Premier Support for products that were not purchased through MICROS or Oracle, but have been on a Support contract with MICROS?

A: You will continue to receive support for these products until your current contract expires, but Oracle only supports third party products that Oracle resells.

Q: I have a MICROS support offering that was not migrated to Oracle Premier Support and is no longer for sale. What will happen to my support?

A: You will continue to receive the same level of support until your current contract expires. An Oracle representative will contact you to provide you with your alternatives.

Q: When will I migrate to Oracle Premier Support offerings?

A: Oracle will migrate you to the equivalent Oracle Premier Support offerings upon expiration of your current MICROS contract.

Q: Is Software Enhancement Licensing (SEL) included in Software coverage?

A: SEL is no longer an offering available for sale; however, version updates are included under Oracle Premier Support.

Q: 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?

A: Software Update License and Support is Oracle's contractual term for Oracle Premier Support for Software.


Section III: Support Renewal Process

Q: Who will contact me about my Support Renewal? What if I have questions?

A: We have 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. Oracle Support will notify you by email about renewing your support contract before expiration. If you would like to contact your Support Sales Representative, please reference the Oracle Support Contacts Global Directory. Scroll down to the appropriate country and use the phone number for Support Sales.

Q: Can I continue to renew my current MICROS support plan?

A: No. Your current support plan is no longer available to renew. All customers will be migrated to Oracle Premier Support upon expiration of their existing contract.


Section IV: EMEA MICROs Third-Party Hardware Support

Effective June 1, 2016, support for certain third-party hardware products will only be provided by vendors who have expertise in the relevant products. By utilizing these vendors, we strive to deliver to you a smooth and efficient support experience. For support renewals of products supported by vendors after June 1, 2016 you can contact an Oracle Preferred Vendor in your country. You can, of course, choose any vendor you like to support these products, but we have provided the contact details for the legacy MICROS vendor who has, in many cases, been providing hardware support to you or to other legacy MICROS customers in your country and industry. We have shared our plans with them, and they are ready to speak directly with you to provide a support service tailored to your requirements for these third-party products.

Q: Why is Oracle discontinuing support for certain third-party products?

A: We value our Oracle Premier Support customers and strive to provide a best-in-class support experience. To achieve this result, Oracle Support focuses on Oracle hardware and software products as well as Oracle resold and certified products. Where our customers have third-party products, we seek the same best-in-class support for you on those products.

Q: How will my I know which third-party hardware products are affected?

A: Oracle Support will continue to focus on Oracle hardware and software products as well as Oracle resold and certified products. Please review the list of products covered by Oracle Premier Support after May 31, 2016. You can contact an Oracle Preferred Vendor, or another vendor, to support your third-party hardware products that are not on the list.

Q: I already have a vendor who can support my third-party products. Do I have to use a vendor on the Oracle Preferred Provider list?

A: No. You may choose a vendor not on the list for these third-party hardware products.

Q: If I have questions, who can I contact at Oracle?

A: Please contact Oracle Support Renewals in your country.

Q: My MICROS support contract expires before June 1, 2016. How do I renew my support for third-party hardware?

A: Your support contract can be renewed through May 31, 2016 for the third-party hardware products not covered by Oracle Premier Support. This may result in a partial renewal for you instead of a full year renewal for those products. You will need to contact an Oracle Preferred Vendor, or another vendor, to purchase support for those products effective June 1, 2016.

Q: I have support for products that will be covered by Oracle Premier Support and some third-party hardware that are not on the list. Both have renewal dates prior to May 31, 2016. How will that be handled?

A: Your support contract for the products covered by Oracle Premier Support will be renewed for a full year. Support for the third-party hardware products can be renewed only through May 31, 2016. You will need to contact an Oracle Preferred Vendor, or another vendor, to purchase support effective June 1, 2016.

Q: I have a support contract for third-party hardware that is not covered by Oracle Premier Support, but it doesn't expire until later in 2016. What will happen to my contract?

A: Oracle will honor any support contracts that are currently in place with you. We will continue to support your third-party hardware until your contract's expiration. At expiration, you will need to contact a new vendor to support your third-party hardware. We will renew your contract for the products covered by Oracle Premier Support.

Q: Once my support for the third-party hardware has been migrated to an Oracle Preferred Vendors, who do I call for support of that hardware?

A: You should contact your new vendor for support of those migrated third-party hardware products. Oracle will continue to provide you with support for any Oracle software as well as for hardware covered by Oracle Premier Support after June 1, 2016.


Section V: NA, LAD, and APAC Third-Party Credit Card Processing Services APAC

Q: I have previously purchased support through MICROS for my Merchant Link or Elavon credit card processing service. Will I be able to renew that support?

A: Oracle values our Oracle Premier Support customers and strives to provide a best-in-class support experience. To achieve this result, Oracle Support focuses on Oracle hardware and software products. Where Oracle or MICROS have previously resold Merchant Link or Elavon credit card processing support subscriptions, and directed your support calls to the appropriate vendor, we would like to ensure that you receive your support directly from the vendor providing you with the service. Effective April 1, 2015, we will no longer renew Merchant Link or Elavon credit card processing annual support subscriptions. Instead, each vendor will be contacting you to renew your support subscription.

Q: Who do I contact if I have questions regarding my subscription or ongoing services?

A: Contact your vendor directly:



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