What they didn't know (cause apparently it hasn't been communicated well) is that Hyperion 11.1.1.x support drops from Premier Support to Sustaining Support in July of 2013 (only two months from the time I'm writing this). For anyone who doesn't know, Sustaining Support is equivalent to life support. While Oracle's Lifetime Support Policy does say that you can stay on versions of Oracle's products indefinitely, they don't agree to fully support them.
At the Premier Support level (the one all products start on), you get all the support you'd expect. When you call in, the support people help you find the bug, they patch it in the next release, you install it, and life goes on happily. Also, as new versions of supporting products come out like new versions of Office, Windows, or your web browser, Premier Support will make sure the Oracle products work with these new versions.
Extended Support (if offered at all for your Oracle product) comes about 5 years after a product is released. At this point, Oracle will still let you do all the Premier Support things, they'll just charge you a premium for doing so. Extended Support will not be offered on Hyperion 11.1.1.x (there aren't enough customers to warrant it).
Sustaining Support (AKA "life support") allows you to call in to ask for support. Oracle will help you with questions, look up your problems in their knowledgebase, and help you troubleshoot. They won't patch anything, make versions available that are compatible with new releases of Windows, Office, etc., and in general do anything beyond the bare minimum required. From Oracle's Lifetime Support Policy document from March 2013, here's what Sustaining Support doesn't do:
- New updates, fixes, security alerts, data fixes, and critical patch updates
- New tax, legal, and regulatory updates
- New upgrade scripts
- Certification with new third-party products/versions
- Certification with new Oracle products
If you want to read the sunset dates (the dates they drop to Sustaining Support) for all the current releases, visit Oracle.com for the current Lifetime Support Policy. Here's the one from March 2013 (scroll to page 22) for the Hyperion products: