Oracle Support's Data Fix and Scope of Work Policies For Accounts Payables and Subledger Product(s) (Doc ID 468481.1)

Last updated on NOVEMBER 20, 2023

Applies to:

Details

Effective immediately, Oracle Payables Financials engineers will not provide any unsupported data fixes or fixes that are considered out of scope.

When will Oracle Support assist clients with a datafix?

(i) In cases when the cause of the data corruption is known and a code fix has been made available to customers. The datafix will be provided to correct the transactions being caused by the code bug. Example:
- If the customer is facing data corruption because of code <Bug 4279521>, a datafix can be provided for the same.

(ii) In cases where no cause of data corruption is known - the client may not know how to reproduce the issue and if the corrupt data is not due to user error.

When will Oracle Support not assist clients with a datafix as it is considered out of scope of work?

(i) If data is corrupted by user error then Oracle Support will not fix the data. For example:

- If the user voids a check in error and now would like to use SQL to make the check negotiable again.
- If the data were mistakenly uploaded to credit card table and client would like to delete it.
- If the customer has inadvertently swept transactions to the next period and wants to pull back the data to current period.
- If the GL period was closed before the AP period, and transactions are failing, because they cannot transfer to the GL.
- If the user enters incorrect invoice distribution account that may cause out of balance (e.g. enters wrong balancing segment value), and invoice cannot account, or if the Supplier was setup with the incorrect balancing segment value.

(ii) If corrupted data is caused by or related to any customization, as customizations are not supported. This also applies any non-supported changes to views, forms, reports, programs/packages or anything provided standard / seeded by Oracle.

(iii) If there is a desired customization, data modification, or lack of reporting needed by the business. Example:

- the Business wishes to expand on a standard Oracle seeded report but does not know which tables and/or columns to add or how to modify the report.

- the Business wishes to modify a group of transactions via some mass update from the database (e.g. change a value that is already populated on an record, or import transactions directly into a form that does not have an existing supported API).

- Lack of standard Oracle seeded report(s) needed by the business so custom queries must be built.

- If there is no existing API (like in 11i there is no Bank API) and certain seeded tables need to be populated for the purposes of customization to import bank data.

Note that these are illustrative examples only and this is NOT an exhaustive list. Essentially these examples stem from mistakes in using the application, ignoring warnings and alerts while using the same, and/or extending or customizing existing or non-existent objects / forms / reports / etc.

Also refer to the following section from <Document 166650.1> Working Effectively With Oracle Customer Support that is relevant to what is described above.

Limitations of Support

Oracle Support is available to assist in the troubleshooting and diagnosis of problems that Customers experience during the implementation and use of Oracle products. Oracle Support is not staffed to deliver Education or Consulting Services nor is this type of service priced into Support fees. When implementing Oracle software, customers should always plan for the cost of educating the project team or internal team (functional and technical) and consider Oracle Consulting, if assistance is required in performing an implementation, upgrade, or customization.

Some specific areas that are outside the realm and scope of Support include (this list is not all inclusive and Oracle Support reserves the right to determine out of scope areas):

1) Mapping business requirements to product functionality.
2) Educating project team members on how to run scripts or navigate through your operating system file structures.
3) Diagnosing performance issues that result from hardware issues.
4) Customizations to the e-Business Suite. This includes the coding of client extensions and/or API's as well as coding of custom reports/forms.
5) Assisting with custom queries or reports against Oracle delivered tables/views that exist in the e-Business Suite (including performance tuning).
6) Fixing issues due to user error.

Limitations of data fixes provided by Support

Oracle Support is available to assist in the troubleshooting and diagnosis of problems that customers experience during the implementation and use of Oracle products. Some specific areas that are outside the scope of Support which are related to data fixes include:

1) User errors.
2) Customizations to any queries, views, reports, forms or changes to any piece of the standard delivered Oracle product.
3) Data from outside source (like for conversion from legacy system).
4) 3rd party hook (like the Vertex Tax product package).
5) Training is not supported. For example what accounts to assign the credit and debit fields when creating the transfer rule.
6) If customer changes a critical or major setup (example add a new Primary or Reporting set of book or disabling / enabling automatic offset) and transactions are already in the system but not completed processing.

Customization

Support analysts may address questions regarding basic functionality, but the charter does not allow for Oracle Support to assist in debugging custom code, provide support on seeded table relationships/definitions or make updates to tables for the purposes of customization when no bug or data corruption is involved. The Applications architecture is very complex and is under proprietary control. Any issues with the standard Application can be directed to the appropriate Applications support team, (i.e. General Ledger, Accounts Receivable, etc.).

Please review:
<Document 122452.1>: "Oracle Customer Services Policy Regarding Customizations" for further information.
<Document 105127.1>: "FAQ on E-Business Suite Customizations"
<Document 209603.1>: Oracle Support Services Policy Regarding Customizations

Please review the eTRMs and documentation available via My Oracle Support, contact your Oracle Account Manager or Oracle Consulting. Oracle Consulting is available as a resource for those customers who wish to perform customizations within Oracle Applications. Service offerings are available at:
http://www.oracle.com/consulting/index.html?content.html

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.