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Oracle Software Technical Support Policies

Oracle Software Technical Support Policies : 9-March-2018 Page 1 of 25 Oracle Software Technical Support Policies Effective Date: 9-March-2018 Table of Contents 1. Overview 2. Support Terms 3. Lifetime Support 4. Oracle Technical Support Levels 5. Additional Support Services Available for Purchase 6. Web-Based Customer Support Systems 7. Tools Used to Perform Technical Support Services 8. Global Customer Support Security Practices 9. Severity Definitions 10. Hyperion and Agile Specific Support Terms 11. Contact Information 1. Overview Unless otherwise stated, these Software Technical Support Policies apply to Technical Support for all Oracle Software product lines.

First and Second Line Support 8 Third Party Vendor-Specific Support Terms 9 Technical Support for Development, Demonstration and End User Licenses 9 3. Lifetime Support 9 4. Oracle Technical Support Levels 12 Software Update License & Support 12 Extended Support 14 Sustaining Support 15

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