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Oracle Cloud Applications

Fusion

Update Policy
Enterprise Operational Policy

May 2019
Contents

Overview ...................................................................................................................... 3
Prior to Go Live ............................................................................................................ 3
Once You Go Live........................................................................................................ 3
Software and Hardware Update Types ........................................................................ 4
Quarterly Updates ............................................................................................. 4
Vertex Updates (Tax and Address Files)........................................................... 6
Infrastructure Updates ....................................................................................... 6
Monthly Maintenance Packs (Optional) ............................................................. 7
Exception Updates ............................................................................................ 9
Additional Update Information .................................................................................... 10
Planned Outages ............................................................................................ 10
Exceptions to Update Practices ...................................................................... 10
Frequently Asked Questions (FAQs) ......................................................................... 11
Overview
This paper applies to Enterprise operational policy holders. Find your Cloud Service operational policy
on the Overview tab on the Service Details page in My Services.
We periodically provide software and hardware updates for your environments to:

• Introduce new features/functions

• Address reported issues

• Provide infrastructure updates


This paper describes update policies and practices that apply to all Oracle Cloud Applications (Fusion)
customers. You should also check the Cloud Policies and Guidelines (Doc ID 1989081.2), particularly
the Service Descriptions and Hosting and Delivery Cloud Policy documents.

Prior to Go Live
If your business is not live and not in production, consider requesting the Concurrent Maintenance
option to keep your production and non-production environments at the same update level.
The benefits of keeping your environments at the same update level during your initial implementation
using concurrent maintenance are:

• Updates are applied to all environments at the same time.

• Setup and extensibility can be easily migrated from a non-production environment to your
production environment.

• Fulfillment of environment refresh requests is easier to schedule and fulfill because the source
and target environments are at the same update level. (A prerequisite for environment refresh
requests is that source and target environments are at the same update level.)
You’ll need to plan your Concurrent Maintenance end date for the last day of the month prior to your
go-live month. For more information about Concurrent Maintenance, see My Oracle Support article
Doc ID 1646394.1.

Once You Go Live


If your business is live on Oracle Cloud, updates are applied to your environments on a predefined
schedule – they’re first applied to non-production environments and then to production environments
two weeks later, depending on the type of update. This gives you time to test the updates and identify
and report any issues before the updates are applied to your production environment.

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Software and Hardware Update Types
We provide the following software and hardware updates:

• Quarterly Updates

• Vertex Updates (Tax and Address Files)

• Infrastructure Updates

• Monthly Maintenance Packs (optional)

• Exception Updates
You’ll receive communication about these updates via the standard notification process.

Quarterly Updates

There are four feature/function updates each calendar year. We’ll send a notification to let you know
which month within the Quarterly Update period you’ll receive your update.
Note: Quarterly Updates are mandatory. You can’t skip or reschedule them.
Quarterly Updates may include:

• New and enhanced features/functions

• National Language Support (NLS) updates for all installed language packs

• Fixes for reported issues with Oracle Cloud Applications

• Fixes for reported issues with Oracle Fusion Middleware and Oracle Transactional Business
Intelligence (OTBI). The middleware updates are sometimes referred to as P4FA updates
Note: If you’re a Payroll customer processing payroll for the US, UK, or Canada, you’ll receive
Quarterly Updates in February, May, August and November. You may need more frequent updates to
support legislative changes. See the Frequently Asked Questions (FAQs), “What if I’m processing
payroll for the US, UK, or Canada?” section for more information about Statutory/Legislative updates.

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Mandatory or Optional Mandatory

Non-production environments: First Friday of your Quarterly


Update month. Exception is the Middle East, where the update is
applied on Thursday.
Delivery Schedule
Production environments: Third Friday of your Quarterly Update
month. Exception is the Middle East, where the update is applied on
Thursday.

Your outage times are based on the time zone for the Data Center
location defined in your Welcome letter, and available from the My
Services details page.
• All Data Centers (estimated start time): Friday 21:00 Local
Data Center Time
Planned Outage Times
• Sydney: Friday 23:00 Local Data Center Time (AEST)
• Middle East Customer Environments: Thursday 10:00 US
Pacific Time
To review the latest outage times, see My Oracle Support article Doc
ID 1681146.2.

You'll receive advance notice of Readiness material, which describe


the new features/functions in upcoming updates. This material is
published on the Oracle Cloud Readiness site at least 30 days prior to
update availability. This Readiness material along with the
documentation will help you prepare for the features/functions
Readiness Material and introduced with each Quarterly Update.
Documentation
For more information on the details of known and resolved issues in
the Quarterly Update, review the specific Cloud Applications
Functional Update papers from My Oracle Support article (Doc ID
1603154.1).

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Vertex Updates (Tax and Address Files)

Vertex Updates occur monthly and apply to US and Canada tax rates, calculations, and address
validations. If your business operates outside of the US and Canada, you’ll receive these updates
because you may need to validate US and Canadian addresses for employees or trading partners who
have residences or businesses there.

Mandatory or Optional Mandatory

Non-production environments: 18th of each month.


Delivery Schedule
Production environments: 25th of each month.

Planned Outage Times No outage required

Readiness Material and The Vertex Calculation Guide is updated as needed and accessible
Documentation from My Services for US Payroll and Canada Payroll customers only.

Infrastructure Updates

We provide hardware, network, and operating system updates periodically to keep your environments
optimized.

Mandatory or Optional Mandatory

Delivery Schedule Typically, quarterly or as needed

Outage times can happen on the 2nd or 4th weekend of any month
but are typically applied once a quarter. End times will vary based on
the scope of the updates. You’ll be sent a notification when there is
one scheduled.
Planned Outage Times
Your outage times are based on the time zone for the Data Center in
which you’re hosted. For example, if you’re an Asia Pacific customer,
but your environment is hosted by a US data center, this update
outage will most likely coincide with the US Update time.

Readiness Material and


Documentation not necessary
Documentation

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Monthly Maintenance Packs (Optional)

Monthly Maintenance Packs include fixes for reported issues as well as features/functions included in
the next Quarterly Update.
You might need Monthly Maintenance Packs if:

• Your software is not yet in production, and you want more frequent updates.

• You want updates more frequently than quarterly.


You can request to receive Monthly Maintenance Packs for one month or multiple months. Once you
choose to receive Monthly Maintenance Packs, you’ll continue to receive them until your specified end
date. After you receive your last Monthly Maintenance Pack, you’ll move back to your Quarterly Update
schedule.
You can request Monthly Maintenance Packs using the Maintenance Profile option in the Action menu
of My Services. You must have Service Administrator privileges to request Monthly Maintenance
Packs.
Your request for Monthly Maintenance from My Services will be applied to all the environments for your
subscription. Submitting a request for your production environment automatically applies to your non-
production environments and vice-versa. You can verify the results of your request in the My Services
Maintenance Profile for each environment.
Important: Your request for Monthly Maintenance must be made by 17:00 US Pacific on the Friday 2
weeks prior to the first Friday of the month in which you want to start, extend or stop monthly
maintenance.
If you’re using Monthly Maintenance Packs, you’ll also receive National Language Support (NLS)
updates for all installed language packs.
If you request Monthly Maintenance Packs, it applies to all environments, with no exceptions.

Mandatory or Optional Optional

Non-production environments: First Friday of each month.


Exception is the Middle East, where the update is applied on
Thursday.
Delivery Schedule

Production environments: Third Friday of each month. Exception is


the Middle East, where the update is applied on Thursday.

Submit your request by 17:00 US Pacific on the Friday 2 weeks prior


When to Submit Your
to the first Friday of the month in which you want to start, extend, or
Request
opt-out of Monthly Maintenance.

Your outage times are based on the time zone for the Data Center
location defined in your Welcome letter, and available from the My
Planned Outage Times Services details page.
• All Data Centers (estimated start time): Friday 21:00 Local
Data Center Time

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• Sydney: Friday 23:00 Local Data Center Time (AEST)
• Middle East Customer Environments: Thursday 10:00 US
Pacific Time
To review the latest outage times, see My Oracle Support article Doc
ID 1681146.2.

You'll receive advance notice of Readiness material, which describes


new features/functions in upcoming updates. This material is
published on the Oracle Cloud Readiness site prior to the update
availability. This Readiness material along with documentation will
help you prepare for the features/functions introduced with each
Readiness Material and Maintenance Pack.
Documentation
For more information on the details of known and resolved issues in
the Monthly Maintenance Pack, review the specific Cloud Applications
Functional Update papers from My Oracle Support article (Doc ID
1603154.1).

You should use My Services to request Monthly Maintenance Packs, however if it’s necessary, you
can log a service request, entering these fields:

Field Enter

Problem Summary Monthly Update Request


Problem Description Monthly Update Request. Choose the Cloud
tab
Service Type Oracle Cloud Applications (Fusion) Service for
which you’re logging the SR
Problem Type Hosting Services
Question 1 I have a question about updates and
maintenance …
Question 2 Monthly Updates

Complete all fields in the template appropriate for your request. You’ll need to provide a start and end
date (Month/Year).
Once you reach your end date, only Quarterly Updates are applied from that point forward. If you want
to change the end date, submit a new request by 17:00 US Pacific on the Friday 2 weeks prior to the
first Friday of the desired Monthly Maintenance month.
Requesting optional Monthly Maintenance Packs will impact the available dates for scheduling
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environment refreshes or require that an existing refresh be rescheduled. For more information, refer
to Oracle Cloud Applications – Environment Refresh Service Entitlement article on My Oracle Support
(Doc ID 2015788.1)

Exception Updates

You may need an Exception Update when you encounter an unexpected issue that disables a
business-critical process and no workaround exists. You must raise the exception request through the
SR you opened when you initially reported the problem. We approve exception requests on a case-by-
case basis.
Several criteria must be met to request and receive an Exception Update, including:

• A resolution is available

• No workaround exists, or you believe that a proposed workaround is not acceptable

• You submitted an update to the existing SR explaining how the reported problem severely
impacts a key business process
If you’re approved to receive an Exception Update, Oracle Support will explain the type of update you’ll
receive and the timing for applying it. Exception Updates may contain multiple fixes from different
product lines.

Mandatory or Optional Optional

Non-production environments: Exception Updates are applied on


Friday. Check the SR where you raised the exception request for the
exact date. In the Middle East, Exception Updates are applied on
Thursday.

Production environments: Friday, one week after the update is


applied to your non-production environment. In the Middle East,
Exception Updates are applied on Thursday, one week after the
update is applied to your non-production environment.

Delivery Schedule Important Note: If your non-production Exception Update is


scheduled for the first Friday of your Quarterly Update month, we’ll
apply the Exception Update to your production environment on the 3rd
Friday of the same month. This follows the same schedule as your
Quarterly Update.

If you have a strong business justification, you can request an


Exception Update be applied to your production environment on a
different schedule than the one described here. Contact Support to
request schedule changes using the SR where you raised the
exception request

When to Submit Your Work with Support to ensure your request is received in time to meet
Request your timeline.

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Your outage times are based on the time zone for the Data Center
location defined in your Welcome letter, and available from the My
Services details page.
• All Data Centers (estimated start time): Friday 21:00 Local
Data Center Time
Planned Outage Times
• Sydney: Friday 23:00 Local Data Center Time (AEST)
• Middle East Customer Environments: Thursday 10:00 US
Pacific Time
To review the latest outage times, see My Oracle Support article Doc
ID 1681146.2.

Documentation No documentation is provided for Exception Updates.

Keep in mind that Exception Update introduces:

• Differences in update levels between your environments. You may need to reschedule any
Environment Refresh that is planned.

• Additional potential outages may be required due to additional updates required to complete
the original Exception Update request
All Exception Updates are included in the next Quarterly Updates and Monthly Maintenance Packs.
Note: Exception Updates may contain multiple fixes from different product lines. Oracle doesn’t
provide documentation for Exception Updates.

Additional Update Information

Planned Outages

Outage times are defined to minimize disruption to your business. We’ll send you advance notification
with outage details, including impacted environment and outage start and end dates.
If you have an implementation partner, add them as a notification contact in My Services, so they can
receive notices of your outages and can plan their work accordingly. For more information, see
Managing Contacts for Service Notifications.

Exceptions to Update Practices

We make every attempt to limit update-related outages and exceptions to the update schedule defined
in this paper. However, there may be an occasional need to vary from this schedule for various
reasons, such as:

• Unscheduled, emergency updates to address a critical problem affecting all customers

• Extending a planned outage time for an update

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We’ll make every attempt to forecast these special cases and provide you with advance notifications.

Frequently Asked Questions (FAQs)


• Why can’t I skip the Quarterly Updates?
We need to ensure all customers have the latest critical code updates and features/functions.
Therefore, Quarterly Updates are mandatory. Without these critical fixes, the stability of your cloud
environment can be affected.
• Why do the non-production and production environments get Quarterly Updates and Monthly
Maintenance Packs two weeks apart?
This gives you time to perform testing before changes are introduced to your production
environment. If your business is not yet live in production, the Concurrent Maintenance option allows
your environments to be updated together on the non-production schedule, to keep them in synch
for critical implementation activities. For more information about Concurrent Maintenance, review the
following My Oracle Support article Doc ID 1646394.1.
• How do I know what version I’m on?
The Maintenance Completion notification tells you what version you’re on. You can also find the
Version number on the Cloud Portal Overview page.
• How can I tell what month I’ll receive my Quarterly Update?
We’ll send a notification to let you know what month you’ll receive your Quarterly Update. If you are
a Service Administrator, you can also view your Quarterly Update Schedule using the Maintenance
Profile option in the Action menu in My Services.
• Where can I find instructions for using Cloud Portal to request Monthly Maintenance?
You can find detailed instructions in the Help Center by using the Help for This Page option in the
Contact Menu. Here is an example of the information you’d find for Modifying the Frequency of Your
Service Maintenance.
• Why can’t I access new features included in the Quarterly Update?
We deliver new features turned off by default. You need to turn new features on. See the Release
Readiness content for more information (https://cloud.oracle.com/en_US/readiness).
• How do I know what is included in the Quarterly Updates to create a testing plan?
Review the following content:
• What's New documents included in Release Readiness content for each service
(https://cloud.oracle.com/en_US/readiness)
• Oracle Fusion Applications Known Issues and Update article on My Oracle Support (Doc ID
1603154.1)
• Functional Readmes for Fusion Transactional Business Intelligence (OTBI) Updates article
on My Oracle Support (Doc ID 1573674.1)
• Why can’t I request a specific downtime for when updates are applied?
We schedule predefined downtime windows for all updates, as it’s critical to time updates when the

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Oracle Cloud Applications Operations team is available in your environment’s time zone. You can
find additional details for each update type in the Software and Hardware Update Types section in
this paper.
• How do I know what update region is assigned for my environments?
The region is automatically assigned based on the country identified in your Cloud Services
agreement.
• What do I do if an update does not address my reported issue?
Update the specific Service Request (SR) in My Oracle Support, indicating that the issue was not
resolved after the application of the update. Provide details of any changes in error messages or
symptoms and screenshots as appropriate.
• Does the update outage schedule still apply if my environment has more than one Cloud
Service (for example, HCM and Engagement)?
Yes. You’ll receive updates for all Cloud Services at the same time. If you receive an Exception
Update that requires an outage, your entire environment will be brought down and there will be no
access to any of your applications during the outage period.
• How do Exception Updates affect a request for an Environment Refresh?
An Environment Refresh can only be performed when both the production and non-production
environments are at the same update level. If you’re not using Concurrent Maintenance, an
Environment Refresh can only be scheduled during the period after the production environment has
received the Quarterly Updates (the third Friday of your Quarterly month) and up until the next
Quarterly Updates are applied to non-production environments (the first Friday of your Quarterly
month). For more details, see Environment Refresh Doc ID 2015788.1.
If you receive an Exception Update, your non-production environments will typically be updated
differently than your production environment and an Environment Refresh cannot be performed.
Oracle Support will identify the impact of Exception Updates on a scheduled Environment Refresh.
We won’t apply Exception Updates to synch up environments for an Environment Refresh.
• How close to a Quarterly Update can I schedule an environment refresh?
The environment refresh for both source and target environments should not be scheduled 5 days
before or 3 days after the start of a Quarterly Update. Also, it should not be scheduled within a
blackout period.
For more detailed information on environment refresh and its blackout periods, see the My Oracle
Support document – Doc ID: 2015788.1.
• How will I know that my environments are at the same levels for an Environment Refresh?
After you submit an Environment Refresh request, we’ll determine whether or not your environments
are at the same update level and can receive an Environment Refresh on the date you request. If
necessary, Support will identify the date on which your environments should be updated to the same
level so that you can reschedule your Environment Refresh.
• How will I know if the update process changes?
This paper will be updated as changes occur and the changes will be communicated via My
Services and Customer Connect.
• Can I request Exception Updates or Monthly Maintenance Packs because I always want the
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latest available fixes applied to my environments?
Exception Updates are only approved on a case-by-case basis when you have a previously
documented issue that is severely impacting a key business process with no workaround. You can
find additional details in the Exception Updates section in this paper.
Monthly Maintenance Packs let you receive updates monthly, rather than quarterly. No additional
approvals are required.

• What if I’m processing payroll for the US, UK, or Canada?


We’re committed to ensuring that you’re kept current with legislative updates. If you, as a US, UK, or
Canada Payroll customer, are not current with legislative updates, your payroll may be inaccurate,
and you may incur penalties and fines. To ensure you’re current, you’ll receive Quarterly Updates in
February, May, August, and November, and will also require additional statutory/legislative updates.
For more information on mandatory and recommended statutory/legislative updates for Cloud
Payroll, please refer to My Oracle Support for the Oracle Payroll Simplified Maintenance Policy
(Document ID 2501571.1).

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