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Statement of Policy Regarding IPM and WebCenter Content: Imaging Customizations and the Support of Custom Code (Doc ID 1617527.1)

Last updated on DECEMBER 03, 2018

Applies to:

Oracle WebCenter Content: Imaging - Version 11.1.1.3.0 and later
Oracle Imaging and Process Management - Version 7.6.2.0.0 to 10.1.3.6 [Release Stellent to 10gR3]
Information in this document applies to any platform.

Details

This document is a statement of policy for Global Customer Support, 'GCS', regarding Customizations within the Middleware products "Imaging and Process Management" (IPM) and "WebCenter Content: Imaging" (WCCIMG). The purpose of this document is for external distribution to increase customer awareness regarding the extent of support provided by Global Customer Support for custom code inside of, or acting upon,  IPM/WCCIMG applications as well as custom/non-documented configurations of IPM/WCCIMG applications.

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 IPM/WCCIMG products without such 3rd party software, Oracle Consulting may need to be engaged.

When reporting an issue and the product used contains some modifications that support engineers would consider non-standard, such modifications will be considered as a customization. This includes, but is not limited to, any code written after clicking on a "Custom" button or form in the IPM product, or the creation of any custom WCCIMG applications.  Oracle Support engineers should evaluate the issue and determine if the issue is directly caused by these types of customization. If the customization proves to be the source of the problem, the customer will be directed to consult with the party who created the non standard customization. If the issue is not related to the customization, the service request will be worked as any normal service request.

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.

CUSTOMIZATION DEFINED

What is considered a customization?

Oracle IPM/WCCIMG customizations include, but are not limited to, the modification of existing code, API calls from custom code, custom scripting, sample component integration, code entered after clicking a "Custom" button on an IPM Workflow form, and custom component development.

GLOBAL CUSTOMER SUPPORT POLICY REGARDING CUSTOMIZATIONS Guidelines

This policy statement is necessary due to the complexity of customizations that can be implemented within various Oracle Products.

NOTE: Customization Service Requests cannot be granted a severity higher than 3 which allows Oracle Support Services time to address non custom issues with clients.

Support will not debug, or assist in writing any custom code underlying the customization

While some of the IPM/WCCIMG applications could be customized and such customization will also be supported for that specific product in a limited way. However, if at any time, Support deems a customization to be beyond the scope of GCS, Support may refer the customer to Oracle Consulting to accomplish the task at hand.

NOTE: Customized Code may have to be modified or upgraded by a third party (such as Oracle Consulting Services, etc) if the underlying Oracle product is modified or upgraded. 

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

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