Who provides support for the embedded Oracle database in a NuGenesis system? - WKB64945

ENVIRONMENT

• NuGenesis 9.3, Oracle 19c
• NuGenesis 9.2, Oracle 19c
• NuGenesis 9.1, Oracle 19c
• NuGenesis 9.0, Oracle 12.2
• NuGenesis 8, Oracle 11.2

ANSWER

The answer depends on the type of license agreement governing the Oracle installation:

• If the customer supplies their own Oracle license for NuGenesis databases, then it is up to the customer to provide Oracle support internally and/or purchase a support contract from Oracle.
• If the installation uses the Waters-supplied Oracle Embedded Software License (ESL) agreement, then Oracle support is provided according to the terms of the ESL agreement.

ADDITIONAL INFORMATION

The terms of the Oracle ESL agreement do not allow customers to access the database through SQL*Plus, SQL Developer, TOAD, or any other such tool.  Waters service personnel can use such tools for the purposes of technical support or maintenance. Customers must access the database only through the software tools provided by Waters (that is, through the NuGenesis client applications).