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The OFS Change Management Policy
Answer ID 9072   |   Last Review Date 03/20/2019

What is the Oracle Field Service Change Management Policy?

Environment:

All versions of Oracle Field Service (OFS)

Resolution:

  1. Update Windows are generally scheduled as follows:
    • Typically four times a year: February, May, August and November (preliminary schedule)
    • Duration is typically 4 hours
    • Start time is typically 21:00 (24-hour notation):
      • Asia Pacific (APAC) – Friday 21:00 Singapore time 
      • Europe and Africa – Friday 21:00 London time
      • Middle East – Thursday 21:00 Dubai time
      • North America (NA) and Latin America (LATAM) – Friday 21:00 Chicago time
    • Customer Notifications:
      • Approximately 2 weeks before non-production (TEST) and 4 weeks before Prod
      • 2 days before Prod
      • Remaining non-production (test) instances are updated within approximately ten (10) days after the Prod update and no announcement notifications are sent beforehand
      • Start and Complete notifications for non-production (Test) and Prod operations

  2. Service Update Windows are generally scheduled as follows:
    • They will only be applied to customers requiring a service update. These will be applied to non-production instances followed by a production instance update two business days later.
    • Duration is typically 4 hours
    • Start time is typically 21:00 (24-hour notation):
      • Asia Pacific (APAC) – Friday 21:00 Singapore time
      • Europe and Africa – Friday 21:00 London time
      • Middle East – Thursday 21:00 Dubai time
      • North America (NA) and Latin America (LATAM) – Friday 21:00 Chicago time
    • Customer Notifications:
      • Start and Complete notifications for non-production (TEST) and Prod operations

  3. One Off Service Update Windows are generally scheduled as follows:
    • They may occur on an as-needed basis. They will contain urgent fixes and can be installed with the highest priority.
    • Duration is typically 4 hours
    • Start time is typically 21:00 (24-hour notation) with Daylight Savings shift except for the APAC and Middle East regions:
      • Asia Pacific (APAC) – 21:00 Singapore time
      • Europe and Africa – 21:00 London time
      • Middle East – 21:00 Dubai time
      • North America (NA) and Latin America (LATAM) – 21:00 Chicago time
    • Customer Notifications:
      • Start and Complete notifications for non-production (TEST) and Prod operations

  4. Infrastructure Patching Windows are generally scheduled as follows:
    • Typically on internal demand
    • Duration is typically 4 hours
    • Start time is typically 21:00 (24-hour notation):
      • Zero Downtime/Zero Customer Impact/Non-production (TEST) maintenance:
        • Asia Pacific (APAC) – Friday 21:00 Singapore time if applicable
        • Europe and Africa – Friday 21:00 London time if applicable
        • Middle East – Thursday 21:00 Dubai time if applicable
        • North America (NA) and Latin America (LATAM) – Friday 21:00 Chicago time if applicable
      • Downtime/Customer Impact (production) maintenance:
        • Asia Pacific (APAC) – 3rd Friday of February, May, August and November 21:00 Singapore time if applicable
        • Europe and Africa – 3rd Friday of February, May, August and November 21:00 London time if applicable
        • Middle East – 3rd Thursday of February, May, August and November21:00 Dubai time if applicable
        • North America (NA) and Latin America (LATAM) – 3rd Friday of February, May, August and November 21:00 Chicago time if applicable
    • Customer Notifications:
      • No notification for non-production (TEST) environments
      • 1-2 week(s) before for non-critical production maintenance or shorter notification time for critical production maintenance
      • Advisory in advance for non-critical production maintenance
      • Start and Complete notifications for production maintenance