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Can we roll back to the previous version of Oracle B2C Service after the update cutover?

Environment:

Oracle B2C Service

Resolution:

A backup of your production site is stored for 96 hours after cutover on the previous version. During those 96 hours, your site can be restored to the prior version if there is a severe issue that cannot be resolved or worked around within an acceptable time.

A restore should always be the last resort because:

• There is data loss. All data changes are lost (new incidents, incident edits, new contacts, etc.) from the time cutover ended until the time the restore is completed. For example: Production cutover ends at 2:00 A.M. and your business determines at 1:00 P.M. that you need to restore, you will lose all records created and edited between 2:00 A.M. and 1:00 P.M.

Please submit a service request to Pregunta al Soporte Técnico explaining the issue in detail if functionality breaks after a version update. Oracle will work with you to resolve the issue or determine if a workaround exists. In the worst case scenario the site restore steps are:

1. A new service request is created by the customer asking for a restore and accepting the data loss

2. Oracle Technical Support will obtain internal approval from Oracle management

3. The site is taken down for maintenance to perform site restore. The duration cannot be accurately estimated but is generally expected to be less than one hour.

4. Site restore completion notification is sent to the customer.

Due to the data loss involved Oracle requires written permission from the customer acknowledging that he/she understands the following:

• There is data loss involved in the site restore

• A restore requires additional production downtime

• The production is still locked into that target version, and you must update to that version before updating to a newer version