Oracle Platinum Services Policies ~ Statement of Changes
Effective Date: 2-May-2017
This section describes the changes made to the Oracle Platinum Services Policies dated March 1, 2017 and
reflected in the Oracle Platinum Services Policies dated May 2, 2017:
Remote Services
 In the second sentence, replaced, “telenet” with, “ssh”; replaced, “ftp” with, “sftp”; and deleted, “rpc”
March 1, 2017
Change Management
 In the first paragraph, deleted, “via the change management function within the Portal.” From the end of
the first sentence.
 In the first paragraph, inserted a new second sentence, “If the change involves a planned outage, you
must notify Oracle of the impending change by entering a change request via the change management
function within the Portal. The Portal allows you to selectively disable monitoring temporarily during key
system changes initiated by you, to prevent automatic generation of service requests due to faults caused
by the change.
 In the first paragraph, in the new sentence three, replaced, “such” with, “permanent”.
 In the first paragraph, deleted the last sentence.
 In the third paragraph, changed, “Change Request” to lowercase.
 In the third paragraph (1.) Deleted, “Change Request.” at the beginning of the first sentence, and
inserted, “…that will involve a planned outage” after, “A proposed change to the Certified Platinum
Configuration…”
 In the third paragraph (1.) Replaced, “Specifically, a” at the beginning of the second sentence with, “The”
and replaced, “…be initiated in the Portal with…” with, “”include”
 In the third paragraph (2.) Deleted, “Approval of Change Requests.” At the beginning of the first sentence.
 In the third paragraph (2.) in the new first sentence, replaced, “a” with, “the”, inserted, “request” after
“change”, deleted, “mutually” and inserted, “by you and Oracle” at the end of the sentence.
Termination of Platinum Services
 In the first paragraph, replaced, “a” with, “the appropriate”, and deleted, “Change Management section of
the” from the end of the first sentence.
 In the third paragraph, (1.), replaced, ”change ticket” with, “service request”
July 7, 2016
Overview
 In requirement (vii) in the of the fifth paragraph, added, “valid” before, “…administrative level privileges…”
Initiating Platinum Services
 In the third paragraph, added a new number 4 that reads, “4. Read, review and understand all
documentation, information, instructions and resources provided to you as part of the initiation of Platinum
Services.”
Platinum Services – Remote Patch Installation
 In paragraph three, number 2 (b), changed, “online”, to, “offline”
Platinum Services Response Time Targets
Oracle Platinum Services Policies Statement of Changes
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In 3), in the first sentence after, “For Severity 1 service requests,” inserted, “within fifteen (15) minutes
after the service request has been opened…” and ended the sentence after, “component or functionality.”
In 3), modified the end of the existing first sentence and beginning of the second sentence from, “…within
fifteen (15) minutes after the service request has been opened. If at the end of the fifteen (15) minutes,
the restoration of the Certified Platinum Configuration is not progressing…” to a new second sentence
that begins, “If, within fifteen (15) minutes of providing the plan, there is no progress towards the
restoration of the Certified Platinum Configuration…”
In 3) deleted, “after the service request has been opened.” from the end of the third sentence
Your Obligations
 In the first paragraph, added, “…during the implementation and post-implementation phases of Platinum
Services” to the end of the first sentence
 Added a new (c) that reads, “Continue to provide Oracle with valid administrative level privileges and
access to the Certified Platinum Configuration.”
 In the new (k), inserted, “and maintenance” after, “delivery”
 In the new (m), inserted, “qualified” before “customer support identifier”
 In the last paragraph, replaced, “…fulfil” with “fail to fulfil”
Change Management
 In the first paragraph, added the following as a new second sentence, “In some cases, such changes
might need to be reversed if you wish to maintain the Certified Platinum Configuration environment and
allow proper functioning of Oracle fault monitoring tools.”
 In the second sentence of the first paragraph, inserted, “temporarily” after, “disable monitoring”
April 5, 2016
Platinum Services Response Time Targets
In the final paragraph of this section, changed the first sentence from, “In the event you log a Severity 1 or
Severity 2 service request for the Certified Platinum Configuration, the above response times are only available if
such service request(s) is logged in English.” to, “In the event you log a Severity 1 service request for the Certified
Platinum Configuration, the response times in item (3) above are only available if such service request(s) is/are
logged in English.”
January 25, 2016
Platinum Services - Your Obligations
 Changed (m.) from, “All Oracle Fusion Middleware programs that are included in a Certified Platinum
Configuration must be configured in a clustered fashion with the possibility for failover in the event of an
outage.” to, “All applicable components and programs that are included in a Certified Platinum
Configuration must be configured for high availability (e.g., for Exadata - use RAC or RAC One Node
and/or Dataguard).”
June 5, 2015
Platinum Services – Remote Patch Installation
 Changed the second sentence of the third paragraph from “Remote patch installation services are not
available if you are running SAP applications with the Oracle database” to “If you are running SAP
applications with the Oracle database, remote patch installation services are limited to: Power
Oracle Platinum Services Policies Statement of Changes
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Distribution Units, InfiniBand switches, cell nodes, computer nodes, Oracle ZFS Storage ZS3-ES
appliance and non-SAP Grid Infrastructure homes and their corresponding Oracle homes and database.”
October 1, 2014
Overview
 In the last sentence of the fifth paragraph, deleted “/or” after “and” so the sentence now reads – “Platinum
Services are in addition to Software Update License & Support and Oracle Premier Support Systems, as
described above.”
Platinum Services Response Time Targets
 Combined bullets “3)” and “4)”
 Under bullet “3)”, the following changes were made:
o In the first sentence, added “provide an action plan to” after “efforts to”
o The following sentence was moved to the end of this bullet - “Upon restoration of the affected
component or functionality, the response times specified in this section no longer apply and the
service request will follow Oracle’s Severity definitions, as specified in Oracle’s then current
technical support policies”
o In the third sentence, “For Severity 1 service requests” was replaced with “Upon escalation” and
“modified” was added before “action”
o In the fourth sentence, added “modified” before “action”
February 12, 2014
Table of Contents
 New section added
 Sections within the Oracle Platinum Services Policies have been numbered for ease of reference
Platinum Services – Fault Monitoring Services
 In the second sentence of the first paragraph, removed “unplanned interruption or “ before “immediate
material reduction”
Platinum Services – Remote Patch Installation
 In the first sentence of the first paragraph, added “Except as otherwise specified in this section”
 In the second paragraph, (i) added “Except as otherwise specified for Oracle database 11.2.0.4” in the
first sentence and (ii) added a new second sentence regarding Oracle database 11.2.0.4
 In the third paragraph, (i) removed “or the installation of SAP-specific patch bundles for the Oracle
database” from the first sentence, (ii) removed the second sentence –“If you have questions regarding
SAP-specific patch bundles, please email [email protected]” and (iii) added a new second
sentence – “Remote patch installation services are not available if you are running SAP applications with
the Oracle database”
Platinum Services Response Time Targets
 In the first sentence under “4)”, (i) replaced “resolution” with “restoration”, (ii) removed “issue” and (iii)
added “Certified Platinum Configuration” before “within thirty (30) minutes”
Termination of Platinum Services
 Modified the first sentence of the first paragraph as follows: “You may terminate Platinum Services at any
time by submitting a service request in the Change Management section of the Customer Specific
Support Portal.”
 In the first sentence of the fourth paragraph, removed “the VPN plus any other”
Oracle Platinum Services Policies Statement of Changes
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September 13, 2013
Overview
 Under “(ii)” in the fifth paragraph, removed “or” before “Oracle Premier Support for Systems”
Platinum Services – Remote Patch Installation
 At the end of the first sentence of the second paragraph added – “and you may not be more than two (2)
patch
bundle
releases
behind
the
latest
release
as
described
here:
http://www.oracle.com/us/support/library/certified-platinum-configs-1652888.pdf.”
 Moved the second sentence of the second paragraph (“Except for the patch installation services….”) to
the third paragraph. Added a new second sentence to the third paragraph - “Remote patch installations
do not include Oracle Database version upgrades (e.g., 11.x to 12.x) or the installation of SAP-specific
patch bundles for the Oracle Database. If you have questions regarding SAP-specific patch bundles,
please email [email protected]”.
February 5, 2013
Overview
 Under “(v)” in the fifth paragraph, added a link to the document describing the minimum gateway
specifications
Initiating Platinum Services
 At the end of this section, under “In support of the initiation of the Platinum Services, you will:”, a new “2”
was added: “Provide your configuration documents, technical architecture documents, inventory
information and other appropriate documentation related to the Certified Platinum Configuration, within
either: (1) five (5) days of the order for the gateway or (ii) five (5) days from determination of eligibility for
the Platinum Services.” (note: this content was moved from the “Your Obligations” section)
Your Obligations
 Items in this section were moved and/or consolidated for clarification
 The following bullets were removed in their entirety as content is addressed elsewhere in the document:
o “Once Oracle has installed the Oracle fault monitoring tools on the gateway, Oracle will retain
control and administrator privileges on the gateway for the duration of the Platinum Services”
o “Provide and maintain current notification contact information in the Portal, for the Certified
Platinum Configuration”
December 5, 2012
Overview
 In the third paragraph, “integrated software, operating system” was added after “hardware systems”
 In the fourth paragraph, (i) “consisting of the Oracle Advanced Support Gateway available on My Oracle
Support and a physical or virtual hardware platform” was added after “computing platform”, (ii) replaced
“that” with “which”, (iii) deleted “the” after “hosts” and (iv) changed “Oracle” to “Oracle’s”
 In the fifth paragraph, the following changes were made:
o Under “(i)”, the following was added to the end - “running the program releases unaltered”
o Under “(ii)”, “have an active” was replaced with “be current on a”
o Under “(iii)”, (i) the following was deleted – “twenty-four (24) hours per day, seven (7) days a
week (“24x7”) and (ii) “as specified by Oracle” was added to the end of this section
o Under “(v)”, “from Oracle or provide a gateway” was removed and “provided” was replaced with
“required”
o In the last sentence of this paragraph, “program releases must be running unaltered” was
removed and replaced with “are in addition to Software Update License & Support and/or Oracle
Premier Support Systems, as described above.”
Oracle Platinum Services Policies Statement of Changes
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
Deleted the sixth paragraph. Content added to the end of the fifth paragraph of this section.
Initiating Platinum Services
 In the first paragraph of this section, “delivery of the” was removed from “(iii)” and the last sentence was
appended to the first sentence as “(iv)”
 In the second paragraph the following changes were made: (i) “Specifically” was removed from the
beginning of the paragraph and (ii) a new number “8” was added consisting of existing content within this
section
Customer Specific Portal
 Content has been moved under the “Platinum Services” section
Platinum Services – Fault Monitoring Services
 In the first paragraph, the following changes were made:
o In the first sentence, (i) “provide” was removed, (ii) “monitoring of” was changed to “monitor” and
(iii) “twenty-four (24) hours a day, seven (7) days a week” was added after “Certified Platinum
Configuration”
o In the second sentence, (i) “detected” was added after “Each” and (ii) “causes” was replaced with
“results from”
o In the third sentence, “in its sole discretion” was deleted
 In the second paragraph, the following changes were made:
o In the beginning of the paragraph, “detected” was added after “each”
o Under “b)” and “c)”, “Levels” and “Level” were removed after Severity
 In the third paragraph, the following changes were made:
o In the beginning of the paragraph, “and Oracle will determine the tasks and criteria used to
monitor the Certified Platinum Configuration” was added after “fault monitoring services”
o Under “2”, “using passive and active monitors” was removed from the end of the sentence
o Under “3”and “4”, the last sentence was removed
Platinum Services – Remote Patch Installation
 In the first paragraph, the following was added to the second sentence - “You will be responsible (i) for
contacting Oracle to schedule the remote patch installation”
 Under “2.b” in the fourth paragraph, the second sentence was revised to remove “After the patches have
been installed” and replace with “In order to complete the patch installation”
Your Obligations
 At the end of the second sentence of the first paragraph, the following was added – “your obligations
stated in these Oracle Platinum Support Services Policies, the technical support policies identified in the
“Overview” section and”
 Bullet “f” was removed – “Implement the Oracle fault monitoring tools”
 The last paragraph of this section was revised
November 12, 2012
Overview
 Added a new paragraph to the end of this section detailing a link to the Statement of Changes
Initiating Platinum Services
 Under “6” of the second paragraph, replaced “patching assessment and quarterly patch deployment” with
“remote patch installation”
 Added a new third paragraph describing the provision of a one-time assessment of a Certified Platinum
Configuration patch profile; this information was formerly contained in the Remote Patch Installation
section
Oracle Platinum Services Policies Statement of Changes
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Customer Specific Portal
 In “”h)”, removed “and” so that is now reads “Service request change management status and patch
management status”
Platinum Services – Remote Patch Installation
 This section was renamed from “Remote Quarterly Patch Deployment” to “Remote Patch Installation” and
has been updated in its entirety to better clarify how this service is delivered
 A new paragraph was added describing Oracle Database patch set release upgrades
Your Obligations
 Under “i.”, the following was added to the beginning of this item – “Except for the remote patch
installations performed by Oracle as described under the Platinum Services, you must” and the following
was deleted from the end of this item – “outside of the quarterly patch updates”
Change Management
 In the first sentence of the second paragraph, added “remote patch installation” after “During”
Oracle Platinum Services Policies Statement of Changes
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