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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. "You" and "your" refers to the individual or entity that has ordered Technical Support from Oracle or an Oracle -authorized distributor.

Effective Date: 10-December-2021 . Oracle Software Technical Support Policies: 10-December-2021 Page 2 of 38 Contents 1. Overview 4 Use of Services 4 2. Support Terms 4 Technical Support Fees 4 Support Period 5 License Set 5 Matching Service Levels 6 Reinstatement of Oracle Technical Support 6 Pricing Following Reduction of Licenses or …

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