Oracle initially took offense at TomorrowNow using manuals and patches downloaded legally on behalf of TomorrowNow clients. Oracle essentially said "You, as third-party support, cannot use the access purchased by your customer for your customer - they have to log in and download and then hand it off to the TomorrowNow engineers" Some of the customers contracting with TomorrowNow had lost their media and not patched for awhile, to catch up on patching they needed the media. Oracle charges rapacious prices to replace media, upwards of $32K! I'm betting TomorrowNow used legally downloaded media to support customers who no longer had access to support for Siebel just to be nice guys. It is possible to negotiate the price of replacement media with Oracle but it requires weeks of effort and the use of nasty language towards their 'customer service' reps. I still have psychological scarring from my go round and I 'won' a reduced cost.