In a recent episode of PeopleSoft Talk, Marc Weintraub spoke with Paco Aubrejuan, Senior Vice President, Applications Development and Mary June Dorsey, Vice President, Customer Support at PeopleSoft. They discussed the updates regarding Oracle Lifetime Support for PeopleSoft and what this means for customers along with recent improvements made to the SR creation process.

Oracle Support of PeopleSoft Extended

Oracle made the big announcement that life time support for PeopleSoft, specifically for the continuous innovation of the 9.2 release, has been extended from 2027 through the end of 2030. Paco pointed out that this is an interim date, not an end date; therefore, customers will have support through at least the end of 2030. Additionally, Oracle will annually evaluate the support policy and the support timeframe; as long as there is no definite plan to stop supporting PeopleSoft, they will continue to add support year-over-year. In other words, Oracle will maintain ten years of premium support for PeopleSoft until further notice. This update was spurred in part by customer concern over the 2027 end date; by extending it to 2030, Oracle hopes this will allow customers to securely and confidently plan for their businesses%u2019 future.

SR Creation Process

Additionally, Mary covered some other updates about the progression of her work over the past several years involving improvements to the SR creation process. These improvements included an expansion of opening questions to better understand the issue at hand as well as a collection of diagnostic tools output and file attachments. Customers have provided both negative and positive feedback on these updates. Most customers agree that this has made the process quicker; however, some customers feel that this has lead to some irrelevant questions. This is because the automation flows are based on product and problem category; if either of those is selected incorrectly, then the wrong questions are asked. Thankfully, Oracle can review customer feedback easily. There is an option for customer reviews at the end of all SR creations and Oracle is working hard on improvements.

Oracle Cloud Infrastructure

Customer support and investment are key pillars for Oracle’s success. Marc closed the conversation by combining these two subjects with the discussion of customer uptake to the Oracle Cloud Infrastructure. Mary shared that hundreds of customers are reporting SRs for support and the customers are interested in moving their workloads to OCI; she noted the advantage of both parties using the same infrastructure, explaining that the Cloud Manager on Oracle Cloud allows the support team to replicate the customer issue and solve the problem quicker.

For more information, you can watch the full video: PeopleSoft Talk: Oracle Support for the Support featuring Paco Aubrejuan and Mary June Dorsey.

Want to learn more about how running PeopleSoft on Oracle Cloud Infrastructure can improve your organization’s PeopleSoft experience? Watch this webinar replay:PeopleSoft On Oracle Cloud Infrastructure – A Path to Modernize Your Technology Infrastructure.