Oracle^® Advanced Support Gateway Security Guide

Customer Responsibilities

The Customer is responsible for:

• Notifying Oracle of issues with, or changes to, any of their connected services.

• Providing advance notice and any required information to Oracle Support about any upcoming scheduled maintenance tasks by creating a Change Management (CM) request which is processed automatically.

• Informing Oracle Support when databases managed or maintained by the Gateway are added, moved, or deleted.

  ---

  Tip  -  For Platinum customers who need to inform Oracle about upcoming changes to their Platinum certified configurations, please see the Oracle Knowledge Management article: How to Create Platinum Services Request [Video] (Doc ID 1958476.1).

  ---

• Providing access to their connected systems as needed for the effective delivery of their services.

  ---

  Note -  In certain limited cases, Oracle enables the customer to control remote access by providing the capability to enable and disable VPN connectivity with Oracle (this feature is sometimes referred to as "Green Button" functionality). Customers with remote VPN access or another form of restricted access must work with Oracle, when requested, to perform the required maintenance tasks on the Gateway.

  ---

• Maintaining the list of contacts in the Oracle Advanced Support Portal address book.

• Updating the passwords in the Gateway Password Management whenever passwords are changed on their systems.

• Monitoring emails and taking action as necessary.