What you need to know about migrating to the Oracle Cloud Infrastructure (OCI)?
Environmental, Migration of all Oracle B2C Service sites, Intelligent Advisor sites and Knowledge Advanced service
Below are the answers to some frequently asked questions, intended to provide you with basic information you may want to know about the planned migration of Oracle B2C Service, Intelligent Advisor environments and Knowledge Advanced service to the Oracle Cloud Infrastructure (OCI). Oracle B2C Service Technical Support will be updating and adding to this content as additional information becomes available.
Why are Oracle B2C Service and Intelligent Advisor migrating to OCI?
Oracle has developed OCI as its first cloud specifically built to host enterprise systems like Oracle B2C Service. The new infrastructure should provide unmatched reliability, scalability and performance for mission-critical applications, and it will be built on state-of-the-art hardware and networking technologies.
When will my site/service migrate, and can I schedule it?
Once your site's/service's migration time is scheduled, it can be found in Site Information. Oracle B2C Service Technical Support will communicate to you your site's/service's scheduled migration date when it becomes available. At that point, if you have concerns about the migration date or schedule, please contact Oracle B2C Service support and they will be considered. Keep in mind though that the migration process will be mandatory, as eventually the current hosted environment will be disabled.
Where will my site/service be hosted?
As in the current Oracle B2C Service hosted environment, there will be multiple OCI datacenters (https://www.oracle.com/cloud/architecture-and-regions.html) available for hosting sites, divided by geographical region. Oracle will make sure that your site is hosted in a region that is closest to your current location. Disaster Recovery (DR) datacenters for your service will also be in the region closest to your current location. You can find your specific datacenter in Site Information.
Are there any changes to the terms of my Oracle B2C Service contract?
No, this migration involves no changes to the support and/or hosting contract you currently have with Oracle.
Will there be any downtime caused by the migration?
For Oracle B2C Service sites we are expecting similar downtimes as encountered during the quarterly update process. (This applies to sites with Knowledge Foundation or Knowledge Advanced.)
For Intelligent Advisor sites we are expecting an outage of approximately 15-60 minutes during migration.
My Oracle B2C Service service has dedicated hardware, will I still have that after the migration?
Yes, if you have dedicated hardware set up for your site that configuration will also be migrated.
What about Oracle B2C Service test sites?
All Oracle B2C Service test sites that are on a version which either matches, or exceeds your production version, will be scheduled to migrate to OCI to allow for testing. The system will check 30 days prior to the test site’s scheduled migration to see if this version requirement is met. If it is, you will receive a communication stating the date the test site will migrate. If the requirement is not met, you will receive a notification instructing you to refresh/update your test site so it can be migrated. Please note if a refresh/update is required it must be completed by the date specified in the communication to allow for scheduling.
If you do not have a test site, the system will run a check and send you a communication stating you should create a test site by a specific date. If the test site is created by this date, we will schedule it to move to OCI to allow for testing.
Test sites that are not transported will eventually be destroyed when the legacy data center hosting the site is decommissioned.
What about a scheduled version update?
The Oracle B2C Service update scheduled during the quarter that your site migrates may be skipped or delayed, as you won't be able to migrate while your site is going through an update process. There are no extensions or changes to the End of Life policy, so if you are at risk of going end of life you are encouraged to update as soon as possible.
What if I need to rebrand an interface?
It will not be possible to create or edit any interfaces until the production transport is complete. As a result, changing the primary vhost (rebranding the URL) is not possible during a transport.
What if there are major issues after the transport? Will my site be "rolled back" to the legacy data center?
Oracle will transport your site back to the legacy data center in the worst case scenario when a site is fully down and the underlying issue cannot be resolved in a timely manner. Transporting back to a legacy data center generally requires 24 hours and that duration can extend considerably when the production database size exceeds 200G.
To help to ensure a smooth migration/transport, please note following items that should be avoided during a pod migration/transport.
- Please do not submit any upgrade site requests until after all pod migration tasks are completed. An upgrade and pod migration/transport cannot occur simultaneously.
- Please refrain from altering the database for 7 days prior to the scheduled time of migration. Please do not make changes, updates, or deployments to the following:
- Custom Objects
- Custom Fields
- Custom Process Models
- Refrain from executing broadcast mailings during the 24 hour period prior to the cutover to ensure mailings aren't interrupted as part of the migration cutover.
- Please refrain from adjusting custom code or making custom file changes 24 hours prior to the scheduled time of migration. This includes changes and/or deployments to the following:
- Customer Portal
- Custom Scripts
Will my customizations continue to function after migration?
Customizations should continue to function as before. With one exception (mentioned in the next question) there will be no change to actual product functionality (ex: behavior of managed frameworks, availability of particular functionality) as part of this migration. However, your IP address will certainly change as part of this process. If you have customizations or network configurations that safelist or reference specific static IP addresses - against best practices as described here - then you will want to make sure those are updated as part of the migration process. Your organization is responsible for reviewing your customizations and network configuration to ensure they meet this requirement!
What if my site leverages a port for communication with Oracle?
If your site leverages a port for communications with Oracle B2C Service, please ensure prior to migration that the communication is happening securely over one of the following standard integration ports:
- :995 OR :22 to communicate with the utility servers
- :443 to communicate with both the utility servers and the web tier
Are there any changes to my hosted environment I need to know about?
All databases on the new OCI environment will be running MySQL 5.7. Important: Critical report executions should be tested on a migrated test site prior to the OCI migration of the production site. Additionally, in order to receive optimal performance in OCI, your site needs to be on 19D version or later. If you have concerns about this please contact your Technical Account Manager, if you have one, or B2C Service Technical Support here.
Customers who rely on regulatory audited environments will only be placed into an environment that has already completed an audit. Once you’ve received your initial migration notification, if you wish to view or obtain a copy of the attestation report(s) they will be available through your Sales Rep or via the Cloud Portal (https://cloud.oracle.com/sign-in), located in the Documents section of the service for which you want to see the report(s).
Will this change my ability to administer my site(s)/service(s)?
No, all functionality available via Configuration Assistant previously should also be available to you post-migration. However - the URL you use to log into configuration assistant will change when your site migrates. For example, if you were on the MW pod, and your Configuration Assistant URL was https://ossc-mw.custhelp.com, but you have now moved to the PH pod, your Configuration Assistant URL would be https://ossc-ph.custhelp.com. You can view the Configuration Assistant URLs associated with all of your site(s) here, and the URLs listed there will be automatically updated within minutes of your completed cutover.
Will I have to download and reinstall the console after migrating to OCI?
No, you will not be required to reinstall the console post-migration.
Will my Cron Scripts continue to execute at the same time after migrating to OCI?
Only if the legacy data center and OCI data center are located in the same time zone: VA (legacy data center) to AC (OCI data center) is a case where cron script execution time will remain unchanged. Sites departing PC, IL, and MW will be hosted in a new time zone. If you have concerns about this please contact your Technical Account Manager, if you have one, or Oracle B2C Service Technical Support here.
Could scheduled data exports/imports and other cron jobs be impacted?
If your customizations include scheduled scripts that communicate with external servers (e.g. to transfer data files to or from an SFTP server) then it is particularly important to take note of the network changes. As described above your Oracle B2C Service IP address will certainly change. If you have customizations or network configurations that safelist or reference specific static IP addresses then you must make sure those are updated as part of the migration process. If you do not update your network configuration then your scheduled data exports/imports, and any other communication with external servers, may fail.
Will the migration affect replication?
Following an OCI migration cutover it is possible that database replication will be a bit behind temporarily on the new database server due to the amount of work required to complete the final sync of the database and complete the migration cutover. If replication does get behind it will return report results that are not up to date if that report is set to get data from the replication server. Please see this additional information about replication delay on this answer: Answer ID 2817: Reporting data seems incorrect or behind
How will email delivery be affected?
Inbound and outbound email will eventually be received and sent out of your new OCI environment. This is not happening at the same time as the OCI migration for your specific instance(s), but will occur shortly after your migration. For outbound email this switch will happen gradually over a period of time in order to properly warm the IP addresses from the new OCI environment. Mail is engineered to work as expected throughout this transition. Oracle will reach out to customers in the rare case where remediation is needed due to unique customization. In preparation of the mail migration several things are updated during instance migration into OCI: the mailboxes that have any address using the custhelp.com domain are prepended with the new pod designation. For example, if you are migrating from the MW pod to the PH pod, your current custhelp.com domain addresses should look like email@example.com. After the cutover, the addresses should be firstname.lastname@example.org. If the addresses are not set to the new pod, please edit the address fields in the mailboxes component to match the new pod designation.
Verifying the new pod designation ensures that your email is being routed properly through our infrastructure and provides for better email performance.
*Note: If you are forwarding mail to an Oracle hosted mailbox, please change the forward to match the new pod designation as well to improve email performance. Email will still be processed if sent to the old pod designation, but it will take more hops to get to where it needs to be.
For additional information about OCI migrations, refer to the following: