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Overview of legacy Service Cloud update process
Answer ID 1818   |   Last Review Date 11/11/2018

What is the overall process for updating my Service Cloud site?

Environment:

Only Oracle Service Cloud sites which require a legacy update.  Not applicable for Auto Update Program (AUP) enrolled sites.

Resolution:

Please use the Configuration Assistant to request an update.

Once you have requested an update, a Technical Migration Manager from Oracle will contact you through a service request email response to schedule an update kickoff call. Afterwards, an engineering team will be assigned to your site and will begin a detailed technical assessment.

An upgrade site will be created and any Oracle-built custom code on your site will be tested and may be migrated to managed frameworks during the update which provide two years backward compatibility. After quality assurance is completed, your site is made available to you for User Acceptance Testing (UAT). Production cutover automatically occurs following UAT completion at a time designated by the customer.

Support for update-related service requests is provided jointly by Oracle Technical Support and Oracle Development, depending on the nature of each service request. Response and resolution times are dictated by your organization's service level targets and service request severity.

Update support descriptions and deliverables by license and support package are found on the Oracle Cloud Services page under ORACLE CLOUD SERVICES AGREEMENT AND SERVICE DESCRIPTIONS.

Please view the presentation attached to gain additional knowledge on how to plan and engage in an update.

Notes:

For more information on updating refer to Answer 1124: Requesting an Oracle Service Cloud Update.

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