[Taken from Oracle Lifetime Support Policy – Oracle Fusion Middleware  Page 43.]

Extended Support

Extended Support may be available for certain Oracle program releases after Premier Support expires, as set forth in the Lifetime Support section above. When Extended Support is offered, it is generally available for three years following the expiration of Premier Support and only for the terminal patchset release of a program. In order to receive Extended Support, you must continue to pay the technical support fee for SULS/Premier Support and purchase Extended Support. Unless otherwise stated in this section, Extended Support for eligible program releases consists of the following:

• Program updates, fixes, security alerts, and critical patch updates
• Tax, legal and regulatory updates (availability may vary by country and/or program)
• Upgrade scripts (availability may vary by program)
• Major product and technology releases, if and when made available at Oracle’s discretion, which may include general maintenance releases, selected functionality releases and documentation updates
• Assistance with service requests 24 hours per day, 7 days per week
• Regulatory updates for certain Oracle Financial Services and Oracle Banking Platform programs and jurisdictions will be delivered in accordance with the Oracle Financial Services Software and Oracle Banking Platform Regulatory Updates Delivery Policy document located here
• Access to the customer support systems specified in the Web-Based Customer Support Systems section below (24 x 7 web-based customer support systems), including the ability to log service requests online, unless stated otherwise
• Access to Platinum Services as described at: http://www.oracle.com/us/support/library/platinum-services-policies-1652886.pdf
• Non-technical customer service during normal business hours

Extended Support does not include:

• Certification with new third party products/versions

Sustaining Support

Sustaining Support will be available after Premier Support expires, as set forth in the Lifetime Support section above. As program releases under Sustaining Support are no longer fully supported, information and skills regarding those releases may be limited. The availability of hardware systems to run such program releases may also be limited. Unless otherwise stated in this section, program releases eligible for Sustaining Support will receive Software Update License & Support limited to the following:

• Program updates, fixes, security alerts, and critical patch updates created during Premier
  Support and Extended Support (if offered and only after the Extended Support period ends)
• Tax, legal, and regulatory updates (availability may vary by country and/or program) created
  during Premier Support and Extended Support (if offered and only after the Extended Support
  Period ends)
• Upgrade scripts (availability may vary by program) created during Premier Support and
  Extended Support (if offered and only after the Extended Support Period ends)
• Major product and technology releases, if and when made available at Oracle’s discretion, which may include general maintenance releases, selected functionality releases, and documentation updates
• Assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days a week,
• Access to the customer support systems specified in the Web-Based Customer Support Systems section below (24 x 7 web-based customer support systems), including the ability to log service requests online, unless stated otherwise
• Non-technical customer service during normal business hours

Sustaining Support does not include:

• New program updates, fixes, security alerts, and critical patch updates
• New tax, legal, and regulatory updates
• New upgrade scripts
• Certification with new third party products/versions
• 24 hour commitment and response guidelines for Severity 1 service requests as defined in Severity Definitions
• Previously released fixes or updates that Oracle no longer supports

For further details, refer to the following documents:

• Oracle Lifetime Support Policy – Oracle Fusion Middleware
• Error Correction Support Dates for Oracle Fusion Middleware 11g (11.1.1/11.1.2) (Doc ID 1290894.1)
• Oracle Software Technical Support Policies
• Oracle Premier Support
• Oracle Support Contacts
• Oracle On-line Support Renewal