Statement of Policy Regarding WebCenter Enterprise Capture and the Support of GhostScript (Doc ID 1617527.1)

Last updated on MARCH 02, 2023

Applies to:

Details

This document is a statement of policy for Global Customer Support, 'GCS', regarding the use of the third party tool Ghostscript with the Middleware product "WebCenter Enterprise Capture" (WEC). The purpose of this document is to increase customer awareness regarding the extent of support provided by Global Customer Support for assistance with issues caused by Ghostscript.

Ghostscript is a third party software that can be used to perform conversion of PDF documents to TIF image format.

It is a replacement for the Outside In filters which the OWEC Document Conversion Processor uses to perform document conversion.  There are cases where with PDF documents, the fidelity of the image after conversion from PDF to TIF is not retained (can be due to embedded fonts or custom fonts).  Ghostscript can be used in many cases to greatly improve conversion fidelity of PDF documents where the Outside In filters fall short.

When reporting an issue using 3rd party software, which is specifically not an Oracle Partner Software provider, Support will not be refused on the basis that 3rd party software is involved. Oracle Support engineers will evaluate the issue to understand if the issue is caused by the use of the third party software. If it is found that the use of the 3rd party software is the cause of the issue and cannot be reproduced using Capture products without such 3rd party software, Oracle Consulting may need to be engaged.

Oracle Support will not refuse assistance without first analyzing the issue and providing an explanation as to why this is considered a non supported issue.

RELATED DOCUMENTS

For Oracle's Consulting Services offerings, more information is available at:
http://www.oracle.com/consulting

Further information regarding Oracle's customization policies can be found in the following Notes:

Document 122452.1 Global Customer Services Policy Regarding Customizations
Document 166650.1 - Working Effectively With Oracle Support Services

Actions

Contacts

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.