Upgrade Readiness and Service Request Cutoff Policy

To ensure timely upgrade planning and successful adoption of supported cloud releases, customers are expected to identify, test, and report any upgrade-blocking issues with sufficient lead time before the End of Life (EOL) date of their current release.

Customers are strongly encouraged to complete upgrade testing and submit any upgrade-related Service Requests (SRs) no later than 60 calendar days prior to the EOL date of the release from which they are upgrading. Early reporting provides Oracle with sufficient time to investigate, reproduce, and address reported issues and helps customers avoid unnecessary upgrade delays.

To provide a reasonable opportunity for issue resolution before EOL, Oracle's commitment to address upgrade-blocking issues prior to EOL applies only to SRs submitted at least 30 calendar days before the EOL date. Oracle will continue to accept and review upgrade-related SRs submitted within 30 days of EOL; however, Oracle cannot guarantee that issues reported after the 30-day cutoff will be resolved, patched, or otherwise addressed before the release reaches EOL.

Customers should plan their upgrade activities to allow sufficient time for issue identification, testing, remediation, validation, and deployment. Issues reported after the 30-day cutoff will not be considered a basis for extending support timelines, delaying release retirement, postponing mandatory upgrades, or requesting exceptions to established upgrade and lifecycle policies.