You may request Lifecycle Requests by submitting a request through your support portal. These services are included as a part of regular support of your service.
This topic contains the following information:
When submitting a Lifecycle Request, take the following actions:
The following table lists the service level targets for each type of request.
A business hour is any hour during a Monday to Friday global business day.
A business day is a day when normal global business is transacted; generally, Monday to Friday but not including weekends.
A calendar hour is based on a 24-hour clock and does not have exceptions.
|Request type||Initial request acknowledgement||Response update (from acknowledgement)||Fulfill request (from acknowledgement)|
|ODBC access requests||4 calendar hours||36 calendar hours||36 calendar hours|
|4 business hours||72 business hours||Varies per request, but allow 5-7 business days|
|Application branding||4 business hours||72 business hours||Varies per request, but allow 5-7 business days|
|Database backups and restores|
4 business hours
|4 business hours||24 business hours|
|Optional application component activation||4 business hours||72 business hours||Varies per request, but allow 5-7 business days|
|Network port configuration||4 business hours||4 business hours||24 business hours|
|Language pack installation||4 business hours||72 business hours||Varies per request, but allow 5-7 business days|
|Database encryption||4 business hours||72 business hours||Varies per request, but usually fulfilled within 2 business days|
New customer activation requests are created upon subscription order execution and do not have to be requested by the customer.
Fulfillment times will vary, because they depend on you and your service organizations providing complete and accurate data. In some cases, fulfillment times also depend on the availability of customer resources or the installation of other system components.