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While everyone across the world continues to navigate the uncertainty of COVID-19, Oracle is committed to supporting your business throughout the course of this pandemic and to provide continuity of service at all times.
We realize that in this time of crisis, it is critical that we make it possible for you to continue your operations and help you respond to the unique demands that you may be facing. We have been in business for decades doing the most mission critical work that helps telcos keep people connected, retailers provide food and other necessities, hospitals provide care, airlines ensure travel, banks help people access funds, insurers provide benefits, governments keep people safe and informed, utilities keep everyone’s power on, along with many other critical functions. We want you to know that at this important time, you can count on us to be there to support your business.
Oracle’s leadership team is meeting continuously to assess and appropriately respond to the crisis as it evolves, to adjust our operations to maintain continuity, and to support the safety and health of those impacted. In addition, Oracle is operating in accordance with guidance from local government and public health authorities across the globe. Of course, the health and welfare of both our employees and your employees remain a priority. We have put in place many virus-mitigating actions which result in a reduction of potential transmission. We have extensive online collaboration capabilities for our employees to communicate with each other and with you and suppliers. We are working tirelessly to help everyone stay safe while at the same time continuing to serve you. Please reach out to your local Oracle team with any additional questions and concerns. See below for answers to frequently asked questions we have received from customers regarding our business continuity plans. We will maintain this page and update it regularly as conditions change.
1. What is Oracle’s Business Continuity Plan?
Oracle maintains a robust business continuity management program reviewed on an annual basis. Individual lines of business across Oracle have specific plans based on the nature of impacts possible to our business operations. Oracle takes an impact-based approach to business continuity management by designing preparedness and response plans that address the availability of our workforce, workplaces, technologies, and critical interdependencies. Oracle’s employee population size and geographic diversification provide an inherent resiliency advantage. Finally, offices experiencing mandatory closures have maintained essential business processes and customer support resulting in no disruptions to customer services to date.
2. Will my cloud services be impacted?
Oracle remains committed to meeting its service level agreements for our cloud services. We’ve designed our 2nd Generation Cloud Infrastructure and industry-leading SaaS applications for maximum availability and resilience. We also have a robust capacity management process to provide cloud service scalability. At this time, we do not expect any disruption to cloud service availability due to the COVID-19 virus.
3. Will there be delays in Oracle’s supply chain due to COVID-19?
Oracle is committed to upholding the terms and agreements set with your company. We maintain a multi-sourcing strategy for most of our components, and Oracle works continuously to avoid delays that impact customers. For products or components supplied predominantly from high-risk countries, we are expanding our alternate sourcing options to minimize potential future disruptions.
4. What impact is COVID-19 having on lead times for hardware?
If COVID-19 continues to intensify, lead times may further increase. Oracle is working diligently to minimize potential added lengthening of lead times, and we will keep you informed on any impacts that would affect your business.
5. What impact, if any, will there be to receiving spare parts?
At this time, we do not expect issues in providing spare parts. Currently, the only delays we are experiencing are with delivery to customers who have limited access to their sites or where there are transportation delays.
6. Do you have any concerns regarding support or staffing for hardware replacements or installs for customers?
Oracle’s employee population depth and geographic diversity provide inherent resilience to the continuity of our hardware and services globally. We are committed to meeting all our agreements throughout this situation, so that your business can continue to operate as normal.
7. How can I get updates on COVID-19 from Oracle?
Oracle will advise you of any important service notifications via your standard account contacts and communication channels. If you have any questions or concerns regarding COVID-19, Oracle requests that they be channeled through your existing Account Management or Account Service teams that you use for all routine business communications. For global Customer Support, click here.