Oracle Support Contract

I wonder how other users feel about transition of support from Primavera to Oracle.
Here is some thought I have on it, I hope some of you can help me understand why it is as it is.
Contract*
We have huge problem with signing/renewing Support Contract. We've asked Oracle for quotation end of October and still did not receive any price offer. I've email to at least 7 Oracle employees, tried to escalate it but still - there is no offer in my inbox.
Perhaps our licenses setup is a bit strange for Oracle, but for Primavera it was fine - I have CM licenses in several offices divided into groups, in some offices I don’t need to update to CM13 (which is far too buggy to install it in offices which do not have in-house support). Also for other reasons I simply do not want to keep maintenance contract for all licenses.
Oracle uses License Sets that MUST contain all licenses of the same product and they want me to buy maintenance for all licenses, no matter if I use support for them or not.
Looks like they want to protect themselves from companies who will buy maintenance for one license and use it for 100 licenses? Well then why with CM13 they skipped concurrent users limit hardcoded in the application?
Well I don’t want to trash licenses of xx K $ worth! Since Primavera had it set up like that, why Oracle seats in and changes the rules without my knowledge and permit?
My Oracle Support*
I have feeling that there is less support now. SR's don’t get updated as often, information about updates of SR is giving wrong info. Email notification is not working in my case. SR history for some reason contains spam notifications of updating SR...
I miss the chat feature form POINT - initiate chat and get response the same hour...
After updating a SR there is some kind of confirmation msg that gets stuck under the window, very often I cannot update or read SRs due to numerous "network/IO/communication" errors.
I'm sorry but besides having a BUG list (finally!) i find My Oracle Support a well-dressed downgrade from POINT.
In general this post turned out pretty negative, which was not the intention. Hope some of you will post positive comments on Oracle Support.

Hi people,
Well it looks like we all have problems. Although I can log into My Support, I cannot create new SRs. After 3 weeks of trying to get Oracle to do something about this they tell me it because thay don't have me registered on a valid Support Identifier, despite oracle giving me the number. My suspition is that somehow they have not updated the support contracts.
Anyhow, the result is that I con't get decent resolutions to my problems implementing CM version 13. As I'm downunder in New Zealand and am one of only 2 companies running CM we have little or no support here. I currently get most of my supprt through this forum.
I have started to look for alternative solutions as I am sick and tired of the lack of support.
Regards
Rudi

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EBS Patch Recommendations via My Oracle Support is coming... get involved

Here is a chance to be involved in the feedback look for extending the collector based patch recommendations interface in MOS to include the extensive EBS suite.
If you are actively involved with evaluating patches for installation in your Oracle EBS, you should consider getting involved in this early stage. We will look to a wide selection of EBS customers to gather one-on-one feedback starting around Jan 2010.
Visit the [Community Thread|https://communities.oracle.com/portal/server.pt/community/view_discussion_topic/216?threadid=64563&aggregatorResults=T64563T58797T63711T64309T64508T63399&threadAggregatorPage=1&threadAggregatorPageSize=10&documentAggregatorPage=1&documentAggregatorPageSize=10&returnUrl=https://communities.oracle.com/portal/server.pt/community/using_my_oracle_support/221#64563] to Get Involved!

Hello All,
The issue is resolved.
The problem in my case was the presence of more than one organization ID in oracle support portal - i.e., my organization apparently has multiple Oracle support contracts. The Oracle collector does not know which ID to use, so none of the collected information shows up in the support portal.
To fix this, the Oracle collector must be "told" which ID to use using this command:
./configCCR -s ID_goes_in_here email_address_used_for_oracle_support_login_goes_here country_code_goes_here
Example: ./configCCR -s 1234567890 [email protected] US
Once that is done, use:
./emCCR collect
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That's all.
Regardless of whether there are multiple IDs or just one, this situation may arise any time the collector cannot determine the organization ID during initial setup.
On a sadder note, having gone though this process, it turns out that OBIEE 10.1.3.4.1 patch recommendations are not supported by the collector anyway. So, this was all a bit of a waist...
Back to researching the patches manually.....
Does anybody have a good process for patching OBIEE?
Thank you all for your responses. Hope this information helps somebody.
-sb

Problems Logging Into OTN/My Oracle Support

Yesterday everything was fine. Today when I log in with my preferred account through my company I am unable to log in but used an old personal account to get in. I am also unable to log into My Oracle Support with my company account. Since I can't get into support, how do I get someone to assist me with my problem. I requested a password reset hours ago and have not received an email yet. I do not have access to my personal email associated with this account at work.

Per a rep from MOSC -
"[You] either need to contact the HUB or need to raise a non-technical SR. Usually in this case it’s one of two issues, their support contract has expired and the customer has not renewed it yet or the administrator doesn’t have this person set up for access. (The administrator would be the customer user responsible for controlling access on the customer side to support services)."

Need Info to access My Oracle support account

Hi..
I need info regrading the My Oracle support account.I came to know that It needs a CSI ,How can I get this CSI ? Will Oracle charge for CSI ? If so , may I know the amount ?
Actually ,I need to download some patches for Solaris Sparc 10u10 its very urgent .Pls help me
Thanks in advance.

A CSI is a "Customer Support Identifier" so you need a support contract to get one, yes.
You need to talk to your local sales rep to buy it, or, right on the support front page before you log in is a link to [url http://www.oracle.com/support/contact.html]Contact Support
John

My Oracle Support Communities for Database Installation issues

The My Oracle Support Community which covers all support related questions on Database Installation is available here:
https://communities.oracle.com/portal/server.pt/community/database_install/278
The My Oracle Support Community is a vibrant forum for Oracle customers, partners, and employees to share knowledge, discover best practices, and ask questions. We encourage you to use these communities for all your support related topics.
With over 427,000 members and 227 communities dedicated to product and industry-specific topics, the My Oracle Support Community encompasses a huge range of technologies, applications, and business processes—including 30 focused communities for Oracle Database, 6 for Enterprise Manager, 4 for Engineered Systems, and more.
Join a community of peers with real-world experience using Oracle products, and Oracle support engineers who moderate and contribute to discussions, for unparalleled access to deep and practical expertise. With My Oracle Support Community, you’ll get access to information about Oracle technologies to help you improve your operational efficiency and reduce downtime.
An existing support contract is required to access the My Oracle Support Community.
If you have not used the My Oracle Support Communities before, please watch this brief (2 minute) video to help you quickly understand the benefits available to you.
http://bcove.me/rvjqwdn5
Edited by: rgulledg on Jul 11, 2012 12:17 PM

Please note that an existing support contract is required to access My Oracle Support. The original text has been updated to reflect this.

Oracle Support: SNMP, OEM Console & Intelligent Agent

I have the Intelligent Agent running fine (thanks to the "Does
anyone at Oracle Support read these messages" thread). I can
tnsping the agent and listener from the Win98 OEM Console
machine, I can access the listener when manually discovered.
When I try to submit a job, there is nothing in the Destinations
window. I have SNMP enabled on the 8.0.5.1 server.
Simple question, will it work or not, I really have got better
things to do with my time.
Sick of wasting time.
Paul Smyth
null

Yes it will work. You'de better sign a Technical Support Contract
with Oracle (if you havent) and call them.
They surely can help.
Regards,
Michael
Paul Smyth (guest) wrote:
: I have the Intelligent Agent running fine (thanks to the "Does
: anyone at Oracle Support read these messages" thread). I can
: tnsping the agent and listener from the Win98 OEM Console
: machine, I can access the listener when manually discovered.
: When I try to submit a job, there is nothing in the
Destinations
: window. I have SNMP enabled on the 8.0.5.1 server.
: Simple question, will it work or not, I really have got better
: things to do with my time.
: Sick of wasting time.
: Paul Smyth
null

Oracle support contact

Hi All,
We have some problems with queries in Oracle 9.2.0.7
I would like to open a service request with Oracle support for 9.2.0.7 specific performance issue on a solaris environment.
Please let me know the procedure.

SR's are raised via www.metalink.oracle.com when you have a valid support contract.

My Oracle Support Community Forum

Survey:
Is anyone participating in the new "*My Oracle Support Community*" Forums? I'm a bit confused as to the purpose of the forum since they cover virtually the same topics that are discussed here. I did do some research and found the following answers....
* The OTN (Oracle Technology Network) forums are not being replaced by the My Oracle Support Communities.
* Oracle Support does not participate in the OTN forums.
* Since the OTN forums are outside of My Oracle Support and used by participants who may or may not have Oracle Support, existing knowledgebase articles and bug records may not be leveraged to answer your inquiries.
* The OTN forum will continue and remain open to the public.
* Oracle built the My Oracle Support (MOS) communities to specifically help customers and partners that have support contracts*
* OTN is not part of customer support, though some of us support engineers have voluntarily contributed to it in the past.
Personally, I see the same type of topics/questions being discussed in both forums! ?:|

I believe the difference is that the Community Forum is moderated and you need a valid CSI number to access it. Overall this forum seems more active, but it looks as though Oracle Support Engineers may be more active in the Community one.

Does Oracle support downlaods?

An Oracle Support Analyst recently told me that downloads from
TechNet are not officially supported by Oracle, after I had
created a TAR for a 9i database problem which had been installed
from such a download. Unless I reinstalled from CDs they were
unwilling to progress the TAR, unless I could come up with a
fully reproducable test case which would have been difficult as
it was an intermittent problem. The question is where on OTN
does it say that downloads are unsupported and does this include
the patches on Metalink? Are Oracle effectively saying that we
shouldn't be downloading software. The problem with ordering
CD's is that they only seem to be available weeks/months after
the download is first made available and patches often need to
be installed in a hurry.

Let me try that again...
An Oracle Support Analyst recently told me that downloads from
TechNet are not officially supported by Oracle, after I had
created a TAR for a 9i database problem which had been installed
from such a download. Unless I reinstalled from CDs they were
unwilling to progress the TAR, unless I could come up with a
fully reproducable test case which would have been difficult as
it was an intermittent problem. The question is where on OTN
does it say that downloads are unsupported and does this include
the patches on Metalink? Are Oracle effectively saying that we
shouldn't be downloading software. The problem with ordering
CD's is that they only seem to be available weeks/months after
the download is first made available and patches often need to
be installed in a hurry. I'm not the normal moderator of the OTN forum (I guess I'm the
abnormal one), but I was curious too and I went to the download
and grabbed the license agreement. If you want to comment, send
email to [email protected]
Check out the bold section.
ORACLE TECHNOLOGY NETWORK DEVELOPMENT LICENSE AGREEMENT
"We," "us," and "our" refers to Oracle Corporation. "You"
and "your" refers to the individual or entity that has ordered
the programs from Oracle. "Programs" refers to the software
product which you have ordered and program
documentation. "License" refers to your right to use the
programs under the terms of this agreement. This agreement is
governed by the substantive and procedural laws of California.
You and Oracle agree to submit to the exclusive jurisdiction of,
and venue in, the courts of California in any dispute relating
to this agreement.
We are willing to license the programs to you only upon the
condition that you accept all of the terms contained in this
agreement. Read the terms carefully and select the "Accept"
button at the bottom of the page to confirm your acceptance. If
you are not willing to be bound by these terms, select the "Do
Not Accept" button and the registration process will not
continue.
License Rights
We grant you a nonexclusive, nontransferable limited license to
use the programs only for purposes of developing and prototyping
your applications that operate with the programs, and not for
any other purpose. If you want to use the programs for any
purpose other than as permitted under this agreement you must
contact us, or an Oracle reseller, to obtain the appropriate
license. We may audit your use of the programs. Program
documentation is either shipped with the programs, or
documentation may accessed online at http://otn.oracle.com/docs.
Ownership and Restrictions
We retain all ownership and intellectual property rights in the
programs. The programs may be installed on one computer only,
and used by one person in the operating environment identified
by us. You may make one copy of the programs for backup purposes.
You may not:
use the programs for your own internal data processing or for
any commercial or production purposes, or use the programs for
any purpose except the development and prototyping of your
applications that operate with the programs;
remove or modify any program markings or any notice of our
proprietary rights;
make the programs available in any manner to any third party for
use in the third party's business operations;
use the programs to provide third party training;
assign this agreement or give or transfer the programs or an
interest in them to another individual or entity;
cause or permit reverse engineering or decompilation of the
programs;
disclose results of any program benchmark tests without our
prior consent; or,
use any Oracle name, trademark or logo.
Export
You agree that U.S. export control laws and other applicable
export and import laws govern your use of the programs,
including technical data. You agree that neither the programs
nor any direct product thereof will be exported, directly, or
indirectly, in violation of these laws, or will be used for any
purpose prohibited by these laws including, without limitation,
nuclear, chemical, or biological weapons proliferation.
Disclaimer of Warranty and Exclusive Remedies
THE PROGRAMS ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND.
WE FURTHER DISCLAIM ALL WARRANTIES, EXPRESS AND IMPLIED,
INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
IN NO EVENT SHALL WE BE LIABLE FOR ANY INDIRECT, INCIDENTAL,
SPECIAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, OR DAMAGES FOR LOSS
OF PROFITS, REVENUE, DATA OR DATA USE, INCURRED BY YOU OR ANY
THIRD PARTY, WHETHER IN AN ACTION IN CONTRACT OR TORT, EVEN IF
WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR
ENTIRE LIABILITY FOR DAMAGES HEREUNDER SHALL IN NO EVENT EXCEED
ONE THOUSAND DOLLARS (U.S. $1,000).
Trial Programs Included With Orders
We may include additional programs with an order which may be
used for trial purposes only. You will have 30 days from the
delivery date to evaluate these programs. Any use of these
programs after the 30 day trial period requires you to obtain
the applicable license. Programs licensed for trial purposes are
provided "as is" and we do not provide technical support or any
warranties for these programs.
No Technical Support
Our technical support organization will not provide technical
support, phone support, or updates to you for the programs
licensed under this agreement.
End of Agreement
You may terminate this agreement by destroying all copies of the
programs. We have the right to terminate your right to use the
programs if you fail to comply with any of the terms of this
agreement, in which case you shall destroy all copies of the
programs.
Relationship Between the Parties
The relationship between you and us is that of
licensee/licensor. Neither party will represent that it has any
authority to assume or create any obligation, express or
implied, on behalf of the other party, nor to represent the
other party as agent, employee, franchisee, or in any other
capacity. Nothing in this agreement shall be construed to limit
either party's right to independently develop or distribute
software that is functionally similar to the other party's
products, so long as proprietary information of the other party
is not included in such software.
Restricted Rights
Use, duplication or disclosure by the United States government
is subject to the restrictions as set forth in the Rights in
Technical Data and Computer Software Clauses in DFARS 252.227-
7013(c)(1)(ii) and FAR 52.227-19(c)(2) as applicable. The
manufacturer is Oracle Corporation, 500 Oracle Parkway, Redwood
City, California 94065, U.S.A.
Open Source
"Open Source" software -- software available without charge for
use, modification and distribution -- is often licensed under
terms that require the user to make the user's modifications to
the Open Source software or any software that the
user 'combines' with the Open Source software freely available
in source code form. If you use Open Source software in
conjunction with the programs, you must ensure that your use
does not: (i) create, or purport to create, obligations of us
with respect to the Oracle programs; or (ii) grant, or purport
to grant, to any third party any rights to or immunities under
our intellectual property or proprietary rights in the Oracle
programs. For example, you may not develop a software program
using an Oracle program and an Open Source program where such
use results in a program file(s) that contains code from both
the Oracle program and the Open Source program (including
without limitation libraries) if the Open Source program is
licensed under a license that requires any "modifications" be
made freely available. You also may not combine the Oracle
program with programs licensed under the GNU General Public
License ("GPL") in any manner that could cause, or could be
interpreted or asserted to cause, the Oracle program or any
modifications thereto to become subject to the terms of the GPL.
Entire Agreement
You agree that this agreement is the complete agreement for the
programs and licenses, and this agreement supersedes all prior
or contemporaneous agreements or representations. If any term of
this agreement is found to be invalid or unenforceable, the
remaining provisions will remain effective.

Access (public) WebLogic patches without CSI / My Oracle Support?

Hi,
I would like to access a (hopefully public) patch to upgrade from WLS 10.0.3.3 to WLS 10.0.3.4. I am using the (publicly available) server for development as a contractor.
However, downloading patches now requires to have a "My Oracle Support" membership. I think I had downloaded patches from BEA in the past without such a membership? To register for this service, a Customer Support Identification (CSI) is required. The complete WLS is publicly downloadable, so I do not understand why a support contract is required to access the patches?
Maybe there are other possibilities and someone here can help me?
Regards,
Gerd

I've got the exact same issue...I've got 11.2.0.1 installed using the developer license, and the application I'm running has some errors that stem from a bug that has been fixed in 11.2.0.2, but I can't find a way to access the patch without a CSI.

My Oracle Support - PeopleSoft Credit to Cash Community

My Oracle Support Community's PeopleSoft Credit to Cash community connects customers on valid support contracts to an extended network of Oracle experts and industry peers. Ask your questions and find answers. My Oracle Support Community offers a growing number of Support Engineer moderated communities providing direct access to the latest product and support information including best practices, tips and tricks, shared documents, and webcasts.
Here is the link: https://communities.oracle.com/

I believe the difference is that the Community Forum is moderated and you need a valid CSI number to access it. Overall this forum seems more active, but it looks as though Oracle Support Engineers may be more active in the Community one.

Oracle Sales Contract Understanding

Dear All
Kindly someone explain me the key functionality of oracle sales contract.
As Balanket Sales agreement option already avaiilable in order management, is sales contract module function is just to link/ input contract clauses with it???
Kindly also explain its key benefits and dependencies with any other module, if any!!!!
Regards

Hi,
Oracle Database or for that matter any Oracle technology products are licensed using 2 metrics
1) Named user plus
2) Processor(CPU)
Named user plus can be used when the number of users accesing the database can be easily identified or counted.
Processor based licensing is done when there are unlimited number of user accessing the database /application
eg: Internet based application where a count on the number of users is not possible.
If one has valid license's and is under proper support from Oracle one NEED NOT pay extra for the new versions that are released by Oracle.
Hence you should ensure that the licenses are renewed year on year so that you are eligilble for updates/ upgrade as an when released by Oracle.
Thanks,
BT.

Oracle support identifier

I have logged into metalink.oracle.com and trying to complete the registration process, It asks me for a support identifier? I have downloaded oracle 10g for linux. Where do I get this from ?
Prashanth

You contact your local Oracle Sales person, and purchase a license, which includes a support contract. When you've done that, Oracle will provide you with a CSI number. That number is entered, and that will authorize you to access MetaLink.
-Mark

Bios download. It's required to have support contract

Hi,
looking for a bios update of my two SunFire x4450 i've noticed that i can't download anything without "customer support identifier" or some other form of support contract.
All my other hardware is made by other vendors and all their software is public.
Oracle/Sun policy is different?
Thanks for replies.
Nicola

user10994042 wrote:
Hi,
looking for a bios update of my two SunFire x4450 i've noticed that i can't download anything without "customer support identifier" or some other form of support contract.
All my other hardware is made by other vendors and all their software is public.Yes, you need to be a paying customer.
There is a very limited amount of content and/or product that is available for free.
An update to the BIOS of your system will effect how it functions.
If you accidentally muck up the update process you'll be calling them for service.
Think about how much a service visit will cost you with no contract coverage.
Oracle/Sun policy is different?Sun used to let a lot of stuff "go out the door" for free.
Sun doesn't exist any more. Whatever policies they may have had, do not exist any more.
Sun wasn't able to survive with the amount of product it gave away.
Oracle is not Sun Microsystems.
t never was and won't be.
It has its own policies and you are experiencing one of them.
If those systems are important to your company, they should be covered by a service contract and you wouldn't be asking these questions.

Oracle supported Verisons!!

HI all,
Does anybody have list docs. or link which shows how many oracle versions are still supported by Oracle?
mine is
BANNER
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Oracle9i Enterprise Edition Release 9.2.0.1.0 - Production
PL/SQL Release 9.2.0.1.0 - Production
CORE 9.2.0.1.0 Production
TNS for 32-bit Windows: Version 9.2.0.1.0 - Production
NLSRTL Version 9.2.0.1.0 - Production
Thanx in Advance!!

Oracle has had a tradition of removing unsupported versions from their download site.
I think you can feel fairly comfortable that versions lower than those on Downloads page from http://otn.oracle.com are not supported. At least not supported without getting some form of extended support contract.
Other than that, you could always look on Oracle's certification site. The public link is here

Oracle Support Contract

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