Support Policy
Oracle ⇄ ADLS Bridge — all editions
Effective date: 2026-09-23
This Support Policy describes how KinetiStack™ LLC ("KinetiStack™," "we," "us") supports Oracle ⇄ ADLS Bridge in its Community, Enterprise and Service Provider editions. It is referenced by the product license, the KinetiStack™ Universal Amendment to the Microsoft Standard Contract, and our reseller agreements. To open a case, use the support request form or email [email protected].
Response-time commitments apply only to the Enterprise and Service Provider editions, from the moment the paid edition is active (a valid license key issued for a paid Marketplace subscription or order). The Community edition is supported on a best-effort basis with no commitment.
1. Scope
This policy covers Oracle ⇄ ADLS Bridge as published by KinetiStack™ on the Microsoft Commercial Marketplace and through KinetiStack™ container registries: the deployment template, the extractor and restore jobs, the control plane (web UI and REST API), the generated Synapse and Fabric catalog SQL, and the published documentation. It covers the current minor version and the immediately preceding minor version; older versions receive upgrade guidance only.
2. Channels and hours
- All editions: support request form and [email protected]; public documentation at /products/oracle-to-adls/docs/.
- Enterprise and Service Provider: a named support contact assigned at activation, reachable through the same channels with priority handling.
- Service Provider: an additional partner escalation channel for cases the partner raises on behalf of its clients.
- Hours: business days, 8:00–18:00 US Central Time, excluding US federal holidays. Response-time commitments are measured in business hours and business days within that window.
3. Severity definitions
- S1 — Production archive at risk. A production extract or restore job fails or cannot be started, archived data is at risk of loss or corruption, or a documented compliance control (for example WORM immutability or SCN consistency) is not functioning, and no workaround exists.
- S2 — Degraded. A documented feature is not working as described, or performance is materially degraded, but archive operations continue or a workaround exists.
- S3 — Question or request. How-to and configuration questions, documentation clarifications, deployment guidance, and feature requests.
KinetiStack™ may reclassify a case after initial review and will tell you when it does.
4. Response-time commitments by edition
| Edition | Initial response | S1 initial response | Channels |
|---|---|---|---|
| Community | Best effort, no commitment | Best effort, no commitment | Form, email, documentation |
| Enterprise | 1 business day | 4 business hours | Named contact, form, email |
| Service Provider | 1 business day | 4 business hours | Named contact, partner escalation channel, form, email |
"Initial response" means a qualified engineer has acknowledged the case, confirmed the severity, and started work or requested the information needed to start. It is not a commitment to resolve within that time; resolution targets depend on the cause and are agreed in the case. Commitments start when the paid edition is active and end when the subscription or order ends.
5. What is covered
- Deploying the template as documented, including parameter choices, networking options and the Easy Auth setup script.
- Configuring and running extract, restore and preflight jobs; interpreting manifests, logs and the Azure Monitor Workbook.
- Documented features of the current and previous minor version, including the Synapse and Fabric catalog SQL.
- Defects in the software, with a fix, workaround or documented limitation as the outcome.
- Upgrade guidance between versions (Enterprise and Service Provider: upgrade assistance on every release).
6. What is not covered
- Custom code, forks, or modifications to the software other than deployment parameters.
- Oracle database administration, tuning, licensing, or data modelling; the source database remains the customer's responsibility.
- Third-party products and services, including Azure Synapse Analytics, Microsoft Fabric, network appliances and identity providers, beyond the documented integration points.
- Microsoft Azure platform incidents and outages. Open those with Azure support; we help you identify when a platform incident is the cause.
- Requests to recover data outside the software's documented capabilities, or work on environments to which you have not granted us access.
Work outside this scope is available as professional services under a separate statement of work.
7. Customer responsibilities
- Provide the deployment's Azure tenant and subscription IDs, the job ID and execution name, the Oracle version and topology, and relevant log excerpts (see the checklist on the support form).
- Keep the deployment on a supported version and apply upgrades within a reasonable time after release.
- Maintain a technical contact who can reproduce issues and apply recommended changes in your environment; KinetiStack™ does not hold standing access to customer tenants.
- Do not share customer data in support cases beyond what is needed to diagnose the issue; the software never sends customer data to KinetiStack™.
8. Escalation
If a case is not progressing, reply on the case asking for escalation, or email [email protected] with "ESCALATION" in the subject and the case reference. Enterprise and Service Provider customers may also contact their named support contact directly. Escalations are reviewed by the KinetiStack™ founder within one business day.
9. Changes to this policy
We may update this policy from time to time and will post the new version here with a new effective date. Changes do not reduce the response-time commitments of an active paid subscription or order during its current term.
10. Contact
Support: [email protected] · Security reports: [email protected] · Legal: [email protected]. KinetiStack™ LLC, Owatonna, Minnesota, USA.