As with any quality software application, regular maintenance is critical to continuous and smooth operation. One of the most important things you need to be aware of and understand in order to maximize your success with Oracle Service Cloud (OSvC) is the End of Life (EOL) Policy and the implications of owning a site that has gone beyond the scheduled EOL. As part of a series of posts revolving around best practices for preserving optimal site health, I am going to discuss a few key aspects related to this policy.
Oracle will provide support for Oracle Service Cloud releases for the last five (5) releases (the "GA releases"), with the exception of customers who provisioned Oracle Service Cloud before June 1, 2017. For those customers, Oracle will support eight (8) GA releases. With each subsequent release, the oldest GA release will be considered at its End of Life ("EOL").
In addition, five (5) maintenance pack iterations are typically released on a regular schedule following the general availability of each major product release. For information on maintenance packs and its release schedule, refer to Answer ID 9013: Oracle Service Cloud - Maintenance Packs.
By virtue of the EOL policy, Oracle is able to ensure the highest levels of product quality, service and support as well as facilitate customer site upgrade planning. As long as a customer remains on a current version of OSvC, they will receive the full 24/7/365 technical support in keeping with the support package their organization purchased.
However, should a customer not perform the appropriate upgrades, and thus have a version that has been extended beyond EOL, the software will only be supported on a limited basis and the customer will assume all risk for the site. Support for EOL sites is “best effort only” with the following restrictions applying:
No Customization Support will be provided via OSvC Support, for legacy RightNow support packages. Customization support will require an OCS or partner engagement to fix broken customizations for these customers. If the customer is on an Oracle Cloud Support or Oracle Cloud Priority Support Package, they need to have customization through OCS for that existing contract.
No SLTs will be serviced while the customer remains on an EOL version.
No further defect remediation of the product will occur
As infrastructure changes are introduced to the OSvC product, we do not regression test against EOL versions. This means an increased likelihood of negative impact to your site.
Because allowing a site to reach EOL has so many potentially negative implications, developing a systematic planned upgrade strategy is a key aspect to maintaining a healthy OSvC site. Upgrades may only be requested and scheduled by your Primary Support Contact through logging into the OSvC Support Site and visiting My Site Tools. Alternatively, for customers seeking to streamline the process by always being on our most current version, we offer an Auto-Upgrade program. While not all sites will qualify for this option, you can easily determine whether your site does by contacting your Technical Migration Manager or Account Executive for a site review.
For more in-depth information, please refer to the links below.
Knowledge Base Answer ID 5974: What do I need to know about Oracle Service deprecations?
Knowledge Base Answer ID 6409: What is the Auto Upgrade Program?