What you need to know about migrating to the Oracle Cloud Infrastructure (OCI)?
Environmental, Migration of all Oracle Service Cloud (OSvC) sites, Intelligent Advisor sites, Cobrowse service, and Video Chat service
Oracle Cloud Infrastructure (OCI)
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 Service Cloud (OSvC), Intelligent Advisor, Cobrowse, and Video Chat environments to the Oracle Cloud Infrastructure (OCI). OSvC Technical Support will be updating and adding to this content as additional information becomes available.
Why is Oracle Service Cloud, Intelligent Advisor, Cobrowse, and Video Chat migrating to OCI?
Oracle has developed OCI as its first cloud specifically built to host enterprise systems like OSvC. 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?
OSvC 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 OSvC 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 OSvC hosted environment, there will be multiple OCI datacenters (https://cloud.oracle.com/regions) 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.
For Cobrowse and Video Chat services, after the migration these services will be hosted in the same region as today.
Are there any changes to the terms of my OSvC 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 Service Cloud (OSvC) sites we are expecting similar downtimes as encountered during the quarterly update process.
For Intelligent Advisor sites we are expecting an outage of approximately 15-60 minutes during migration.
For Cobrowse and Video Chat services there will be an 8-hour long maintenance window when these services will be unavailable. This maintenance window will be scheduled so as to minimize the actual impact.
My OSvC 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 OSvC test sites?
All OSvC 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.
What about my OSN site?
OSN sites will be moved along with their parent OSvC site This will be done automatically as part of the OSvC migration, so you will not receive a separate notification regarding your OSN site's move to the new environment, the OSN migration will simply occur approximately 4 hours after your OSvC site's migration is complete.
What about planned updates to my sites?
The update to the version of OSvC 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. Notwithstanding, there are currently no planned 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.
To help to ensure a smooth migration/transport, please note following items that should be avoided during a pod migration/transport.
- 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 do not conduct a Customer Portal deploy during the 24 hour period prior to the cutover to ensure consistency with the final site migration cutover.
- 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 making Custom Business Object deployments or Custom Field changes during the scheduled time of pod migration.
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 whitelist 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!
For Cobrowse and Video Chat services, customizations and configuration will function as before. There will be no change to actual product functionality as part of this migration.
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. If your site is not yet on that version, and you don't plan to be on it by the time of your migration, then your migration will include a cutover to the new version. If you have concerns about this please contact your Technical Account Manager, if you have one, or OSvC 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.
For Cobrowse and Video Chat services, no, all functionality available via the Administration Console (www.mylivelook.com) previously will also be available to you post-migration.
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.
What changes can I make to my site while my migration is pending?
It is recommended that you go into a code freeze 7 days prior to your migration date. Code changes should be kept to a minimum as much as possible. Updates to Custom Fields or Custom Objects that would affect the database schema for your site (ex: new or deleted fields, name changes on fields) should be completely avoided during this period.
For additional information, refer to the following: