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