Oracle Support on AWS: Guidelines and Conditions Explained

Oracle Support on AWS: Guidelines and Conditions

Oracle supports its software running on AWS, provided you meet specific conditions and maintain proper licensing. While Oracle doesn’t officially “certify” AWS as a platform, its standard practice is to provide support as long as essential prerequisites are met.

Below is a practical explanation of Oracle’s support policy for AWS deployments, detailing exactly what you can expect when running Oracle software on AWS.

Oracle’s Official Stance: Certified vs. Supported

• Oracle does not formally certify AWS as a platform.
• However, Oracle supports its software running on AWS environments if key prerequisites (such as OS version, software compatibility, and valid licenses) are met.
• Oracle’s well-known position is: “We support more than we certify.”

This means that even without an explicit certification of AWS, Oracle still actively helps resolve issues on AWS-based Oracle deployments.

Read Oracle on AWS Licensing FAQs 3 of 4.

Key Conditions for Oracle Support on AWS

1. Using Certified Operating Systems and Versions

Oracle certifies specific operating systems (OS) and software versions, even though it doesn’t explicitly certify AWS.

• If your AWS EC2 instance runs an Oracle-certified OS (such as Oracle Linux, Red Hat Enterprise Linux, or Windows Server) and a certified version of Oracle Database or Middleware, Oracle supports that combination.

Example clearly explained:

• AWS EC2 instance running Oracle Database 19c on Oracle Linux 8:
  • Oracle supports this combination.
  • Oracle views this scenario similarly to running the same software on a certified on-premises server or OCI instance.

AWS hypervisor or infrastructure specifics do not typically prevent Oracle support if OS and Oracle software versions align with certified combinations.

2. Reproducing Complex Issues (If Needed)

If Oracle suspects an infrastructure-related issue, they may request clearly that you reproduce the problem on a certified platform as part of troubleshooting:

• This is not a refusal of support but a troubleshooting method to isolate potential cloud infrastructure issues.
• Such requests are relatively rare, especially if the problem is software-based rather than infrastructure-related.

Practical scenario clearly explained:

• If you report an unusual I/O performance issue on AWS:
  • Oracle support might ask, “Can you replicate this issue on-premises or in Oracle Cloud?”
  • Successfully reproducing the problem elsewhere helps Oracle isolate and resolve the issue faster.

Read Oracle Licensing: Differences in Policy Between OCI and AWS.

3. Oracle Applications (E-Business Suite, PeopleSoft, JDE)

Oracle supports its key applications—such as E-Business Suite (EBS), PeopleSoft, and JD Edwards (JDE)—running on AWS if specific conditions are met:

• Must run on Oracle-certified OS, middleware, and database versions.
• Oracle recently published explicit statements clarifying their support stance for EBS, PeopleSoft, and JDE on AWS/Azure environments.
• Oracle application support focuses on certified technology stacks rather than cloud infrastructure.

Example clearly explained:

• EBS running on an AWS EC2 instance with a certified database and OS version receives full Oracle support.
• Oracle may advise clearly on specific configurations (such as certified storage types), but application support itself is provided without issue.

4. Valid Oracle Support Contract

Oracle requires a valid support agreement to provide any assistance.

• Oracle will not offer technical assistance, patches, or updates without a current Oracle support contract.
• AWS itself clearly provides no Oracle-specific software support (aside from the AWS RDS license-included Oracle Standard Edition, where AWS coordinates Oracle support internally).

Clear scenarios explained:

• BYOL (Bring Your Own License):
  • You clearly must maintain Oracle’s annual support agreements.
  • Without active support, Oracle will not assist, regardless of the AWS platform.
• AWS RDS Oracle (license-included):
  • AWS provides direct support for Oracle Standard Edition, including licenses.
  • AWS support internally coordinates with Oracle if necessary—customers contact AWS support, not Oracle.

What Oracle’s Support Policy Means in Practice (Clearly Explained)

Oracle’s position translates into practical guidance that is clearly stated:

• You can confidently run Oracle software on AWS, knowing Oracle will support you provided:
  • Licensed software.
  • Certified OS/software versions.
• If Oracle clearly requests infrastructure testing elsewhere (on OCI or on-premises), it’s generally straightforward and aimed at isolating issues—not denying support.
• Oracle cannot refuse support solely due to your choice of AWS as a platform.

Read Calculating Oracle Licenses for AWS EC2 Instances.

Practical Example Clearly Illustrating Oracle Support on AWS

Scenario:

• Your company runs Oracle Database 19c Enterprise Edition on AWS EC2 using Oracle Linux 8.
• You encounter a software bug related to database queries.

Oracle’s response is clearly explained:

• Oracle provides immediate support, as your setup (OS, DB version) is certified.
• Oracle may request clear reproduction on a non-AWS environment only if infrastructure issues are suspected (which is unlikely for pure software bugs).
• You receive timely assistance, patches, or workarounds from Oracle support.

Common Misunderstandings Clarified

• Misconception: “Oracle refuses support for AWS because it’s not certified.”
  Clarification: Oracle supports AWS deployments provided certified OS/software versions and valid support contracts exist.
• Misconception: “AWS support handles Oracle software support directly.”
  Clarification: Only AWS RDS Oracle license-included (Standard Edition) is supported directly by AWS. Other Oracle software requires Oracle’s direct support contracts.
• Misconception: “Oracle regularly forces customers to reproduce issues on OCI.”
  Clarification: Oracle only rarely asks clearly for OCI reproduction, mainly for suspected infrastructure-specific problems.

Summarized Checklist for Oracle Support on AWS

Conclusion: Oracle’s AWS Support Clearly Explained

Oracle provides full support for its software running on AWS environments—provided customers maintain proper licensing, use certified OS and software versions, and have valid support agreements.

While Oracle does not explicitly certify AWS infrastructure, its standard practice is to help customers resolve issues fully. By following Oracle’s clearly outlined support conditions, organizations can confidently run Oracle workloads on AWS, knowing Oracle’s support team remains fully available.

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