Enterprise support
The connector is open source under the Apache-2.0 licence and free to run. If you run it in production and want someone accountable for it, OSO, the team that builds and maintains it, offers an annual Enterprise support subscription. There are no licence keys and nothing changes in the software: the connector has no phone-home, and if a subscription ends the connector keeps running.
The commitments on this page are the ones in the repository's SUPPORT.md, which is the source of
truth. A subscriber's schedule may extend them but never reduces them.
How to get help
| Channel | Who | Commitment |
|---|---|---|
| GitHub issues and discussions | Everyone | Best effort, no commitment |
| support@oso.sh and the support portal | Subscribers | Response targets below |
| Shared Slack Connect or Microsoft Teams channel | Subscribers | Included |
| security@oso.sh or GitHub private vulnerability reporting | Everyone | See SECURITY.md |
| sales@oso.sh | Prospective subscribers | Scoping call |
Subscribers' questions are answered by the engineers who write the code.
When you open a ticket, include the connector version, the Oracle Database version and release
update, the Kafka Connect version and platform, the connector configuration with credentials
removed, the oracle-cdc-doctor check report, and the Connect task status and logs.
Hours
08:00 to 18:00 UK time, Monday to Friday, excluding UK public holidays. There is no staffed 24x7 desk. Out-of-hours P1 cover is available as a priced option.
Priorities and response targets
| Priority | Definition | Initial response | Workaround or recovery path |
|---|---|---|---|
| P1 | The connector has stopped and no workaround restores capture; the resume SCN is approaching archive retention (risk of purge); records are suspected lost, duplicated or corrupted; mining is causing measurable production impact on the source database | 60 minutes | 4 hours |
| P2 | Degraded capture (lag beyond the agreed target, snapshots failing) with a workaround | 4 hours | 1 business day |
| P3 | A defect or question that is not urgent | 1 business day | 3 business days |
| P4 | Enhancement request | 2 business days | 5 business days |
Every P1 gets a root cause analysis within five business days. Escalation runs from the engineer to the lead engineer to the CTO. Subscribers receive a monthly report and a quarterly service review.
What the subscription covers
- The connector itself.
- Review of
oracle-cdc-doctorfindings, redo sizing advice and review of the DBA scripts. - Oracle release update and upgrade readiness: each release update in the supported matrix is tested before subscribers apply it.
- Migration guidance from Confluent Oracle CDC Source and Debezium Oracle, and the migration and verification tools.
What it does not cover
- Operating the Oracle database itself, and Oracle licensing questions.
- GoldenGate and XStream products.
- Confluent's and Debezium's connectors.
- Kafka platform operation, which OSO offers as a separate service.
OSO supports the connector. Oracle supports your database. LogMiner is a feature of Oracle Database included in all editions.
Supported versions
- Connector: the current and the previous minor release.
- Oracle Database: per the support matrix; 19c, 21c and 23ai at 1.0. What the test suites run today is listed under compatibility.
- Kafka Connect 3.6 and later on Apache Kafka, Strimzi, Confluent Platform 7.6 and later, and Amazon MSK Connect; Java 17 and 21.
Security fixes
The targets in SECURITY.md: acknowledgement within two business days, assessment within five,
and critical and high severity issues fixed or mitigated within ten business days.
Continuity
Releases are automated, at least two OSO engineers hold release rights, and the source is public, so there is nothing to escrow.
Contact OSO to discuss a subscription.