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Global Customer Services Customization Guidelines (Doc ID 122452.1)

Last updated on DECEMBER 03, 2019

Applies to:

Oracle Service Contracts - Version 12.1.3 to 12.1.3 [Release 12.1]
Oracle WebCenter Content - Version 11.1.1.8.0 to 11.1.1.8.0 [Release 11g]
Oracle WebCenter Content - Version 11.1.1.9.0 to 11.1.1.9.0 [Release 11g]
Oracle Application Object Library - Version 11.5.10.2 to 12.2.7 [Release 11.5 to 12.2]
Oracle Receivables - Version 11.5.10.2 to 12.2.6 [Release 11.5.10 to 12.2]
Information in this document applies to any platform.

Purpose

This document is a guideline for Global Customer Services, 'GCS', regarding Customizations within Oracle Applications. The purpose of this document is for external distribution to increase customer awareness regarding the extent of support provided by Global Customer Services.

When reporting an issue using 3rd party software like citrix, 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 Applications for delivery, Oracle Consulting would need to be engaged.

When reporting an issue and the application instance used, contains some modifications that support would consider non-standard, such as a customization. Oracle Support engineers should evaluate to see if the issue is directly caused by the non standard customization. If the customization proves to be the source of the problem, we will then ask to consult with the party which created the non standard customization. If the issue is not related to the non standard customization the service request will be worked as any normal service request.

When reporting an issue for a non-Oracle load balancer solution, Oracle Support engineers need to evaluate the issue and prove that the issue is a result of utilizing a non-Oracle load balancer. If it is proven that the issue is a direct result of utilizing a non-Oracle load balancer support may ask the customer to reproduce the issue without the non-Oracle load balancer.  If the issue is not related to the load balancer the service request will be worked as any normal service request.

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

Scope

What is considered a customization?

A customization is when an Oracle delivered product component is changed by the customer and that change is effected by a patch application or an Application upgrade.

Details

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