1) Contractor shall provide the following services for Oracle Linux Premier Support and Oracle Linux Premier Extended Support: 2) Access to patches and fixes for critical security vulnerabilities (Critical and Important CVEs) for bug fixes relevant to included packages. 3) Any other package updates for the included packages. 4) 24x7 access to Oracle support for patches and updates. 5) Unlimited service requests, including technical support for included packages: a. Tier 1 and Tier 2 technical support for Oracle Linux 7.9, and other supported operating systems. b. Incident response and troubleshooting. c. Escalation to Oracle Support when Extended Support limitations are reached. 6) Documentation on all patch activities and system change. Technical Support: 1) Critical (P1): 2-hour response, 24/7 availability. 2) High (P2): 4-hour response, business hours. 3) Medium (P3): 8-hour, business hours. 4) Low (P4): 24-hour response, business hours.
