• Article Type: General
• Product: Aleph
• Product Version: 20

Description:
Customer wants to install Oracle by himself

Resolution:
Dear Customer,

Ex Libris products constitute one suite of SW combined with Ex Libris propriety.
The SW is bundled together with 3rd party SW including Oracle.
Ex Libris developed a methodology of installing all SW components together.
This methodology is shared and assumed by all Ex Libris departments: Development, DBA & Support.
The fact that we have one unified methodology enables us to give 1st class support. All of our staff are knowledgeable about the Ex Libris methodology by which the SW is installed and the way it should work.

In case of support issues in a non-standard environment, we need to first understand if the issue stems from the different installation, or from the presence of a real bug or problems we have in the application. Of course, research to determine the source of the problem will make resolution time longer. Such research into the source of problem has been necessary in the past and caused a lot of misunderstanding between Ex Libris and the customer. It also caused a delay in solving the issue.

If you insist on installing Oracle on your own, we ask that you follow the guidelines in the file. "DB Installation Requirements"
In the event that additional support work is caused by the fact that Oracle was installed by a customer IT in their specific way, Ex Libris will bill the customer for the extra work per hour.

If in any case you decide to install Oracle on your own, I need approval from Marc Daubach, Corporate VP, GM Europe and Anat Kuper, VP of Global Customer Services

I hope that you will install Oracle 11 for Aleph 20 with our standard Aleph Installation Kit (AIK). This will be the best installation for continued support from Ex Libris.

After this decision, we will need to discuss and agree on the whole process of upgrading.