Oracle Acquisitions
Tekelec Support

Tekelec Support Integration Frequently Asked Questions

 

Oracle Premier Support for Tekelec Customers

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 Tekelec 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.

Oracle Premier Support allows you to leverage the full potential of products within your network:

  • Access world-class network reliability and support via TL9000 certified processes and best practices
  • Achieve high system availability through rapid response and support
  • Gain full potential of your communications networking software by leveraging Oracle's scale, core competencies and telecom expertise
  • Access updates, fixes and security alerts without additional support fees

What are the key components of Premier Support for Tekelec customers?
Oracle's comprehensive line of communications hardware and software enables customers to manage and monetize the explosive growth in mobile data traffic and multimedia applications. With Oracle, you receive unparalleled expert support, when you need it, on a global scale.

Oracle Communications EAGLE Premier Support (As of July 7, 2015, the offering will only be available for renewal):
Oracle Communications EAGLE Premier Support helps ensure continuity of service, while helping control and manage annual maintenance costs by providing:

  • Advanced parts replacement shipped within 48 hours of Oracle's acknowledgement that a replacement part is required
  • Feature constant updates for integrated software including integrated software options (ISO) for sales and renewals before July 7, 2014 only. As of July 7, 2015, the feature constant restriction will not apply to renewals
  • Telco enhanced Service Level Standards (SLS) including remote installation of integrated software and ISO
  • Program updates, fixes and security alerts for integrated software and ISO
  • 24/7 service request assistance

Oracle Communications Network Premier Support (Available as of July 7, 2015):
Oracle Communications Network Premier Support helps ensure continuity of service, while helping control and manage annual maintenance costs by providing:

  • Advanced parts replacement shipped within 48 hours of Oracle's acknowledgement that a replacement part is required
  • Major product updates for integrated software including integrated software options (ISO)
  • Telco enhanced Service Level Standards (SLS) including remote installation of integrated software and ISO
  • Program updates, fixes and security alerts for integrated software and ISO
  • 24/7 service request assistance

Oracle Communications Network Software Premier Support:
Oracle Communications Network Software Premier Support helps you efficiently and securely enable connections for IP and mobile data networks by providing:

  • Telco enhanced Service Level Standards (SLS) including remote installation of Oracle Communications Network Software
  • Fixes and security alerts
  • 24/7 service request assistance

Note: customers with this offering who also wish to have their hardware supported must also have an Oracle Premier Support for Systems contract. Refer to the Oracle Hardware and Systems Support Policies (PDF) for more information.

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, software and support continuity. We are dedicated to maintaining and increasing the quality of innovation, support and service that you have come to expect. Tekelec 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 and hardware support needs.

How will Oracle ensure global support continuity?
The combined talents and technologies of Tekelec 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.

I have the Oracle Communications EAGLE Premier Support offering for some of my EAGLE hardware. If I purchase new EAGLE hardware, can I purchase the EAGLE Support offering?
The Oracle Communications EAGLE Premier Support offering has been retired as of July 7, 2015 and replaced with the new Oracle Communications Network Premier Support offering. This new offering continues to provide you with the same level of service as the former EAGLE offering and coverage has been expanded to include ACME Packet hardware. You can continue to renew the EAGLE offering for your hardware purchased prior to July 7, 2015. Any new purchases would be eligible for the new Oracle Communications Network Premier Support offering.


Support Migration Pricing and Policies

When will former support contracts be migrated to Oracle Premier Support?
As of February 3, 2014, all Tekelec customers were migrated from their current Tekelec Support offering to the equivalent (or higher level) Oracle Support offering until expiration of their existing support contract.

Regarding warranty, orders for Tekelec hardware placed before February 3, 2014 will receive the Tekelec warranty available at the time the order was placed. All orders placed after February 3, 2014 will receive the Oracle Hardware Warranty. Refer to Oracle's Hardware Warranty (PDF) for details.

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 that you paid to Tekelec in the previous year, assuming that (1). you were supported directly and not through a partner, (2.) the same systems and/or programs are supported, and (3.) you paid Tekelec for a full year of support. You will also be migrated to an Oracle Master Agreement to govern your next support period. For future renewals, your annual support fees will be adjusted for inflation or currency fluctuations. If you would like further information regarding the migration of your support contract, please email tekelec_support_ww_grp@oracle.com.

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. Effective February 3, 2014 Oracle Communications EAGLE Premier Support and Oracle Communications Network Software Premier Support became available for all new product and license sales. Oracle Premier Support fees for existing customers who purchase additional products, programs and/or users will be priced per the Oracle price list. There will 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, will we have to sign any type of new contract to receive Oracle's Premier Support?
Yes. Oracle’s standard agreement is the OMA—Oracle Master Agreement. Tekelec customers will need to sign the OMA, unless they have an existing, valid OLSA with Hardware Amendment. Adjustments for inflation or currency fluctuations will be applied in future renewals.

Can I continue to renew my current support plan?
No. Your current support program is no longer available for you to renew. All customers have been migrated to Oracle Premier Support and that is what will be renewed upon contract expiration.


Support Renewal Process

Who will contact me about my Support Renewal? What if I have questions?
We have organized a team to manage all Tekelec Support Renewals worldwide through May 31, 2014. It is important to note that effective February 3, 2014 – March 17, 2014 we are in a Support Sales Renewal freeze period. During the freeze, we are unable to process Support Renewals including the creation and distribution of new support quotes and invoices. Support Renewals will resume on March 18, 2014.

We will work closely with you to assist in your understanding of any impact of proposed Oracle changes and policies to facilitate a smooth transition. If you would like further information regarding the migration of your support contract or support renewal, please email tekelec_support_ww_grp@oracle.com.

Effective June 1, 2014 Tekelec renewals will fully integrate into Oracle Regional Support Sales.


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