Siebel CRM Patching Policy

Version 1 My Oracle Support Note 1313941.1

Siebel CRM Patching Policy

Table of Contents

Table of Contents
1.1. 1.2. 2.1. 2.2. 2.3. 3.1. 3.2. Products and Releases Covered by this Policy .................. 2 Change Log ....................................................................... 2 Fix Packs ........................................................................... 3 Quick Fixes ........................................................................ 4 High Priority Patches.......................................................... 7 Staying Current During Premier Support ............................ 8 Transitioning from Premier Support to Extended Support... 8

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1.

About this Document

Oracle provides bug fixes for the Siebel CRM products as part of Premier and Extended Support, but not Sustaining Support. This document explains the methods that are used to deliver bug fixes and the policies associated with those methods.

1.1.

Products and Releases Covered by this Policy

This document applies to Siebel CRM Releases 8.0 and 8.1. For additional background, please consult the Oracle Lifetime Support Policy (971415.1). The Lifetime Support Policy describes, for all Oracle products, the duration of support for major releases and the level of support that is delivered in each phase of a products life. This Patching Policy document describes details about how fixes are delivered specifically for Siebel CRM products.

1.2.

Change Log

3/16/11: Document created 4/15/11: Document reviewed and approved

2.

Methods for Delivering Fixes

Siebel CRM Development provides bug fixes to customers in between base releases by the following methods: 1. Fix Packs 2. Quick Fixes Details of these delivery methods are described below.

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2.1.

Fix Packs
A Fix Pack is a consolidated, fully validated, maintenance release issued in between base product releases. Fix Packs are the safest and most reliable way for you to get software updates for a supported release and are the cornerstone of a preventive maintenance strategy.

2.1.2. Scope of Fix Packs

Fix Packs are cumulative for each base release and include:

Updates, All software updates released in prior Fix Packs, Any Quick Fix patches released until code freeze date for the current Fix Pack,

Certifications of new platforms, and Key enhancements.

For example, Fix Pack 8.1.1.4 includes all software updates, one-off patches, and enhancements that were made available in Fix Packs 8.1.1.3, 8.1.1.2 and 8.1.1.1.

2.1.3. Fix Pack Validation

Fix Packs undergo thorough install and functional integration tests, including a full suite of acceptance tests across all supported platforms. As a best practice, Oracle recommends that customers install each Fix Pack on a test system that mirrors their production systems environment before installing in a production system.

2.1.4. Regressions Due to Fix Packs

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Oracle understands that customers need Fix Packs to be trouble-free if they are to be a successful part of a preventive maintenance program. Because of this, our goal is always to produce Fix Packs of the highest quality. However, if a Fix Pack does introduce a new bug, Oracle will give extra priority to any confirmed regression until fixed. If necessary, Oracle may create a Quick Fix to correct the problem. Please note that customers must identify the issue as a possible regression and request a higher priority.

2.2.

Quick Fixes
A Quick Fix is a bug fix (or set of fixes) intended to address serious situations where business operations and/or data integrity are at risk due to defects in Oracles products. The purpose of the Quick Fix is to address the issues as quickly as possible and without waiting for the next Fix Pack cycle.

2.2.1. Criteria for Considering Quick Fix Patch Requests

Quick Fixes are only created for Severity 1 or Severity 2 bugs that do not have a workaround and do not have an existing fix in a Fix Pack or another one-off patch. Quick Fixes are not used to deliver product enhancements. Any request for a new Quick Fix must be accompanied by a case showing a severe business and/or operational impact for Oracle to consider the request. Oracle must also believe that it is technically feasible to create a patch that does not jeopardize the stability of the Customers system. If a fix requires too much code to be changed, or is too low level, Oracle may determine that the bug fix cannot be safely implemented as a Quick Fix. Since Quick Fixes do not undergo the full acceptance testing undergone by Fix Packs, we recommend that, whenever possible, customers take fixes as part of a Fix Pack instead of pursuing a Quick Fix. Below are some of the business and operational impacts that should accompany a request: Customer Business Impact

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Severe system unavailability Inability to do normal business Significant risk to development or deployment schedule

Operational/Technical Impact

Permanent data corruption or data loss System hangs or crashes repeatedly Failure of critical functionality Severe performance regression No workaround available or inability to use workaround because of a strong business / technical reason

Quick Fixes will not be considered in the following situations:

A reasonable workaround exists A fix exists in a released Fix Pack The patch is requested on a deprecated base The patch is requested on secondary platforms The patch requires update to 3rd party components or languages The fix cannot be delivered in a time period significantly shorter than the next Fix Pack cycle

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2.2.2. Minimum Release Requirements for Quick Fixes

Oracle will create a new Quick Fix by fixing the issue in the currently active code base. Once the update is validated, Oracle will port the fix to an earlier Fix Pack, and make the compiled binaries available to the customer requesting the patch. In general, Oracle will provide Quick Fixes only on top of the two most current Fix Packs.

2.2.3. Testing of Quick Fixes

A Quick Fix is validated for the specific purpose for which it is defined. Quick Fixes are not guaranteed to have completed broad validation testing. Customers should plan to validate a Quick Fix against other Quick Fixes and customizations in their environments. Oracle recommends as a best practice that Quick Fixes are validated in a Test instance matching the target Production environment before implementing in a production system. 2.2.4. Quick Fix Delivery

Depending upon the nature of the reported issue, a Quick Fix may be released exclusively to the customer(s) who reported the problem in question. The patch may be released on My Oracle Support under controlled distribution; only customers with a password will be able to download the patch. Customers who are authorized to download the patch will receive a password from their Support engineer. It is expected that Quick Fixes will be promptly installed.

2.2.5. Delivery of a Quick Fix to Other Customers

Depending upon the nature of the reported issue, customers other than the filing customer(s) may not be able to download controlled patches from My Oracle Support. There are two possible ways for other customers to get Quick Fixes:

In many cases, Oracle will make Quick Fixes generally available on My Oracle Support after the filing customer has confirmed the fix. Not all

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one-off patches are made generally available and it is up to Oracles discretion whether or not to do so.

If Oracle chooses to keep a Quick Fix under controlled release, then customers can log a SR to request the ability to download a controlled patch. Oracle may allow another customer to download the patch after the filing customer has confirmed the fix or Oracle has completed QA on the fix. It is up to Oracles discretion whether or not to provide a controlled patch to additional customers.

2.2.6. Regressions Due to a Quick Fix

Oracle knows that customers need patches to be trouble-free if they are to be a successful part of a preventive maintenance program. Because of this, the goal is always to produce patches of the highest quality. However, if a patch does introduce a new bug, Oracle will give extra priority to any confirmed regression until fixed. If necessary, Oracle may create a new Quick Fix to correct the problem. Please note that Customer should identify the issue as a possible regression and request the higher priority.

2.2.7. Quick Fixes Included In Future Releases

Quick Fixes are generally included in the next Fix Pack and the next base release of the product. In cases where the Quick Fix is created too late in the development cycle of the current Fix Pack, it will be rolled into the following Fix Pack. Some Quick Fixes (e.g. scripts to fix damaged seed data, customer-specific diagnostic scripts) may be created for temporary purposes or for customerspecific data conditions. Quick Fixes unsuitable for general use will not be included in future Fix Packs.

2.3.

High Priority Patches

Occasionally Oracle may designate a patch as High Priority or Critical. Oracle highly recommends that all customers apply high priority patches due to the potential severity of the problem or the likelihood that you may experience the problem fixed by the patch.

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3.
3.1.

Minimum Siebel CRM Patching Baselines and Support Stage Requirements

Staying Current During Premier Support
Oracle strongly recommends that Siebel CRM users regularly apply the latest Fix Packs as part of your regular maintenance cycles. To receive priority updates, customers should be on one of the latest two released Fix Pack versions. If necessary, Oracle will work with customers to address specific implementation and/or timing issues.

3.2.

Transitioning from Premier Support to Extended Support

A minimum level of Fix Pack will be set for each Siebel CRM release prior to its transition from Premier Support to Extended Support. Earlier Fix Packs will be deprecated and unsuitable for patching once the Premier period has ended.

3.2.1. Minimum Requirements for Siebel CRM 7.8 Extended Support

Siebel CRM 7.8 moved into Extended Support May, 2010. Future Quick Fixes will only be provided on this code lines terminal Fix Pack 7.8.2.16.