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  1. 1. Computer and Administration fees. In addition, Computer and Administration Services for Oracle Collaboration Suite Programs are Services for Oracle E-Business Suite subject to minimum fees. If customer acquires and Oracle Collaboration Suite Computer and Administration Services for both Oracle Programs Policies E-Business Suite and Oracle Collaboration Suite, customer must pay additional fees to meet the annual minimum for each. Version 4.3 Effective Date: August 24, 2007 Fees for Computer and Administration Services do not include license fees or technical support fees for These policies describe Oracle Computer and Oracle Programs; Oracle Program licenses and Administration Services for Oracle E-Business Suite technical support must be acquired separately. and Oracle Collaboration Suite Programs, services Computer and Administration Services, as provided that are part of Oracle On Demand. pursuant to these policies, do not include any services for third party software or for customizations of the These policies are subject to change at Oracle’s Oracle Programs. Oracle may agree to provide discretion, however, Oracle will not materially reduce services for customizations of Oracle Programs by Computer and Administration Services for Oracle E- separate written agreement with customer. Business Suite and Oracle Collaboration Suite Programs provided under an exhibit for such services Oracle's On Demand reference guides describe the for the period for which Customer has paid for such technical measures and controls that Oracle employs services or for twelve months, whichever is greater. in providing Computer and Administration Services. Customer may access the current version of the On Past revisions to these policies are outlined in the Demand reference guides for Oracle E-Business Computer and Administration Services for Oracle E- Suite Programs and Oracle Collaboration Suite Business Suite and Oracle Collaboration Suite Programs on OracleMetaLink at Programs Policies Statement of Changes published at http://metalink.oracle.com/ by searching for "On http://www.oracle.com/OnDemand/policies.html. Demand Reference Guide". These policies address the following topics: ACCESS • OVERVIEW • ACCESS Oracle may access customer’s environments during • SYSTEM ADMINISTRATION AND the term of the Computer and Administration MONITORING SERVICES Services. Network access will be accomplished using • SERVICE DELIVERY MANAGEMENT an Oracle defined standard Virtual Private Network (VPN) connection. Oracle will provide customer with • LIMITED ACCESS ORACLE PROGRAMS a single pre-configured VPN device. Customer will • MISCELLANEOUS install the VPN device on customer’s dedicated (Oracle On Demand traffic only) or shared (Oracle On OVERVIEW Demand and other Internet traffic) Internet circuit, in compliance with Oracle’s standard configuration, to Computer and Administration Services for Oracle E- create a network connection between Oracle and a Business Suite and Oracle Collaboration Suite single customer location. The VPN device is Oracle Programs consist of system administration, system property. Customer agrees to safeguard the VPN management, and monitoring activities that Oracle device against damage and/or unauthorized access or provides for certain Oracle E-Business Suite and use, and to return the VPN device to Oracle upon Oracle Collaboration Suite Programs (“Oracle termination of the services. Programs”), as described in these policies. Computer and Administration Services are provided by Oracle Oracle’s standard configuration requires a port and from an Oracle data center facility to which the publicly routable Internet Protocol (IP) address on the customer has remote access 1 . Computer and subnet between the customer’s border router and Administration Services for Oracle Programs are firewall for the VPN device remote interface. If provided under the terms of an exhibit for such customer’s network architecture utilizes a services and these policies. Demilitarized Zone (DMZ) with publicly routable IP addresses, Oracle may use a DMZ port and IP Computer and Administration Services for Oracle E- address for the VPN device local interface. Business Suite Programs are subject to minimum Oracle requires the use of globally unique public IP addresses for all customer equipment (for example, 1 Access to some Oracle Programs is limited; see computers or print servers) that will communicate with the section on “Limited Access Oracle Programs” equipment managed at Oracle. For a customer below. whose network architecture utilizes a private IP Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 1 of 9
  2. 2. addressing strategy, the customer is solely disk storage supports a variety of applications and responsible for mapping its private IP addresses to applications/business development lifecycle registered, globally unique IP addresses via Network requirements (e.g., database files, archive files, Address Translation (NAT) or Port Address concurrent manager output, applications code, Translation (PAT). One-to-one static NAT must be database code, and support for backup and used for all network devices such as customer restoration processes). printers or print servers to which Oracle will initiate a connection. PAT is allowed for any network device If customer uses or requires storage space in addition that initiates the connection with Oracle, such as user to the 300 Gigabytes of disk storage provided with the workstations connecting to hosted applications. Base Configuration, then for each additional unit of 200 usable Gigabytes of disk storage so used or Oracle does not recommend customer access of the required (each, a storage allocation unit or “SA Unit”), production environment via a SQL*Net based the customer shall pay Oracle the fees indicated in connection. If customer chooses to utilize this the “Requesting Additional Options” section below. connection methodology, access will be provided via standard accounts with limited privileges defined by Oracle Collaboration Suite customers that wish to Oracle and will be solely over the VPN connection. implement Computer and Administration Services for Oracle is not responsible for technical support of a voicemail are solely responsible for acquiring, SQL*NET connection. Customer is solely responsible configuring and managing all hardware related to for the use and results of using a SQL*Net integration with voicemail systems at customer’s connection, including but not limited to (a) overall location. response time and system performance, (b) fault detection and application debugging, (c) loss of If customer requires that third party software reside on functionality for non-Oracle programs, and (d) any a server at the Oracle data center facility, Oracle will loss or corruption of data arising from or related to the perform the following (the “Server Option”) provided use of SQL*Net Access. SQL*Net access from that customer first agrees in writing to pay Oracle the servers accessible from the public Internet directly to fees indicated in the “Requesting Additional Options” environments for which Oracle is providing Computer section below: initialize and install operating system and Administration Services is not permitted. software on an Oracle provided server at the data center, enable customer access to such server using Oracle will provide FTPS (FTP over SSL) access to the VPN specified above, and manage and monitor an FTPS server that will facilitate customer the server. customization or patching of the non-production and pre-production environments. Oracle will provide Customer is solely responsible for acquiring, installing, operational support for the FTPS infrastructure only. configuring and managing all software (except for the Oracle will not provide FTPS clients or other FTPS operating system and VPN specified above) on the software or any support for such software. Customer server provided under the Server Option. is solely responsible for providing, maintaining and supporting any FTPS client and other FTPS software. The Server Option is governed by the Oracle Server Option Policies. Those policies, including further If customer would like a VPN connection to an information about this Option, are available at additional customer site, then customer shall first http://www.oracle.com/OnDemand/policies.html. agree in writing to pay Oracle the fees indicated in the “Requesting Additional Options” section below. If customer requires the ability to access Oracle Programs over the public Internet, customer must first The customer may also have the ability to access agree in writing to pay Oracle the fees for a “DMZ Oracle Collaboration Suite applications via the public Server” indicated in the “Requesting Additional Internet. Options” section below. Upon purchase of a DMZ Server, Oracle will deploy a public facing middle-tier Customers who require the ability to access their (DMZ server). Customer must purchase a DMZ server applications via the public Internet may purchase the for each environment to which public Internet facing DMZ Server as described in the “Hardware Set Up” access is required. section below. SYSTEM ADMINISTRATION AND Software Set Up Once customer has acquired appropriate licenses and MONITORING SERVICES technical support for the Oracle Programs, Oracle will establish the database and application code structure Hardware Set Up to enable administration and maintenance of the The base configuration (“Base Configuration”) Programs. Oracle will establish the following: includes 300 usable Gigabytes of disk storage allocated among the customer’s environments. All • For Oracle E-Business Suite Programs, Oracle will provide three separate environments of the Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 2 of 9
  3. 3. Oracle Programs. One environment will be used customizations or modifications of Oracle for production purposes and the other two will be Collaboration Suite programs are prohibited. used for non-production purposes. One of the two non-production environments will be used exclusively by Oracle to validate changes to be Monitoring and Maintenance Oracle will provide the following monitoring and propagated to the production environment. maintenance services for customer’s production environment: For Oracle Collaboration Suite Programs, Oracle will provide two separate environments of the Oracle Programs. One environment will be used for • Install an Oracle tool set that enables monitoring production purposes and the other environment will be and management capabilities used for non-production purposes. • Facilitate appropriate configuration of monitoring events If customer would like Oracle to establish additional non-production environments, customer shall first The Oracle tool set is designed to collect, compile, agree in writing to pay Oracle the fees indicated in the and provide information about the capacity, “Requesting Additional Options” section below. No performance, availability, and configuration of the additional disk storage is included with the additional Oracle Programs running in the Oracle environments. non-production environment; rather, disk storage for Such information is specifically related to an additional non-production environment would be configurations and the operational state of hardware, allocated from the customer's existing available operating systems, Oracle Programs, and Oracle On storage. If additional storage is needed for the Demand services system support. Oracle will use additional non-production environment, customer such information to monitor use and performance of must purchase additional storage as described above. Oracle Programs and Computer and Administration Customers who purchase additional non-production Services, to monitor license and Computer and environments may be required to purchase an Administration Services compliance, and to assist in additional server or additional resources to manage managing Oracle’s product and service portfolio. The the additional environments. Oracle tool set will not collect, report or store any production data residing in customer’s production If Oracle determines that customer requires an environment, except as necessary to troubleshoot additional server or servers to support additional service requests or other problems in such environments or customer’s data requirements, then environment. for each additional server so used or required (each, an “Additional Server”), the customer shall pay Oracle User Administration the fees indicated in the “Requesting Additional In an effort to enhance security of data, Oracle will Options” section below. manage the following user access to the Oracle On Customer is responsible for acquiring, licensing, Demand environments: configuring, and managing all non-Oracle software (except for the operating system and the VPN • Administrative user for the applications specified in these policies) and software provided by third parties, in accordance with Oracle specifications. • All users at the operating system and database level To determine whether a customer’s Oracle environment is ready for production use, Oracle will Customer is responsible for all other user access. assess the environment using a standard testing User access is managed in accordance with methodology (“Production Assessment”). Production requirements mutually agreed upon by Oracle and Assessment testing includes a series of functional, customer. configuration, supportability and performance tests. Through this testing, Oracle seeks to identify and Additionally, Oracle Collaboration Suite customers resolve key issues that may have an impact on the have the responsibility to self-manage many aspects performance of customer’s Oracle environment during of user access and resource management. Customer production use. Customer is solely responsible for responsibilities include: the performance of any software transitioned into customer’s production environment without Oracle’s • User/group management prior consent, as well as the impact that such software • Quota management may have on the Computer and Administration • Distribution list management Services. Customer is also solely responsible for testing and resolving issues related to software Oracle Database and Oracle Program provided by it or a third party and related to enhancements, customizations or modifications of Administration Oracle E-Business Suite programs. Enhancements, Oracle will perform database administration functions in accordance with requirements that have been mutually agreed upon with customer. Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 3 of 9
  4. 4. Oracle Program Maintenance (and above) class printers. Oracle Applications Oracle will perform the following tasks associated with Development certification is only provided for Hewlett the management of the Oracle Programs within Packard model PCL 4 (and above). This service is customer’s environments: provided only when an Oracle Program requires the identification of a locally managed printer queue. No • Oracle will manage the “Concurrent Manager” other printer models are supported. (CM) process via: o Startup and shutdown of CM process If customer requires Oracle to install, configure, and o Creation of maintenance jobs per Oracle maintain printer queues on the managed system that standards are not supported by the web-based management o Log and Output file management interface, customer shall first agree in writing to pay o Monitoring of CM process Oracle the fees indicated in the “Requesting o Troubleshooting and problem resolution Additional Options” section below. of CM • Install patches to the Oracle Programs. Environment Refresh 3 Decisions on whether to install particular patches Upon customer’s request, Oracle will reload an image will be based on requirements mutually agreed copy of customer’s Oracle E-Business Suite database upon between Oracle and customer. and application files and make appropriate • Patch Application sequence guidance configuration changes to facilitate use of such files (a • Review of Readme files “refresh”) once per week per customer during the • Review of specific program installation steps, if implementation phase of the Computer and necessary Administration Services and once per month after the • Coordinate patch application schedule with customer begins using the Oracle E-Business Suite customer programs to process “live” or production data in the services environment. • Review the patch application logs • Review Oracle application and database logs for Oracle will provide additional database refreshes for errors Computer and Administration Services for Oracle E- Business Suite provided that the customer first agrees Customer is responsible for management of CM jobs, in writing to pay Oracle the fees indicated in the including determination of schedules, creation of “Requesting Additional Options” section below. custom jobs in scheduler, and troubleshooting of issues related to the business process. Oracle will endeavor to commence customer requested refreshes within 72 hours of the request. Customer is responsible for performing acceptance Once the coordinated refresh event window testing of all patches. Oracle will track all Oracle commences, a refresh for a non-Oracle Real Program patches applied to the test and production Application Clusters environment with one or two tiers environments. (private and public) where the refresh is performed using a backup from disk may take up to 48 hours to The customer is responsible for applying appropriate complete. Refreshes for other types of environments patching for any non-Oracle programs. such as those with multi-node Oracle Real Application Clusters, multiple middle tiers, Oracle Express Server, Printer Services 2 or where the data is restored from a backup tape, may Oracle will provide a web-based interface to enable take up to 55 hours to complete. Refreshes from an customer management of the system printer queues. existing environment to a new environment may take Within the management interface, customer may up to five calendar days to complete once the refresh create and maintain an unlimited number of printer event window commences. queues on the system at no additional charge. For the purpose of performing a refresh from an Operational support is provided for the web interface, existing environment to a new environment, Oracle use of the tools features, and printer driver issues will use one of customer's existing available solely when related to Hewlett Packard model PCL 4 environments as the new environment or a new environment that customer purchases as indicated in the “Software Set Up” section above. 2 Customers are responsible for ensuring that they obtain any necessary printing services for Oracle Collaboration Suite programs; Oracle is not responsible for providing printer services for Oracle Collaboration Suite Programs and 3 Refreshes are not provided for Oracle assumes that the customer’s printing solution is Collaboration Suite Programs. Refreshes for based upon the local desktop print solution of the Limited Access Programs are described below in client browser. “Limited Access Oracle Programs”. Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 4 of 9
  5. 5. Refresh event windows are generally scheduled to log tapes are retained at an offsite facility for five occur between Monday 9:00 a.m. through Friday 6:00 weeks p.m. Pacific Time. Upon customer’s request and • Operating system: full backups are performed subject to agreement between customer and Oracle, daily to an alternate online local disk; operating refreshes may be performed outside those hours. system online backups are retained for one day Refresh allowances cannot be accumulated month Upon request, Oracle will provide one copy of the over month. baseline backup of the database, application code tree, and archive logs, prior to production acceptance. Data Export This copy will be stored for a period of three months at an offsite facility. Upon customer’s request, Oracle will extract the data from customer’s production database (“data export”), Oracle will backup a customer specified environment copy it onto tape, and ship it to the customer address to tape provided that the customer gives Oracle 48 and contact person specified in the applicable hours notice and that prior to each such backup ordering document. The tape will only contain data (“additional backup”), customer first agrees in writing from the customer’s production database, and will not to pay Oracle the fees indicated in the “Requesting include Oracle RDBMS code, Oracle applications Additional Services” section below. The tape will only code, environmental configuration files, or contain the application code tree, database files, environmental setting information. archive logs, and control files from the customer specified environment. Except as specified in the One data export tape will be provided annually at no following paragraph, such additional backups will be charge upon customer request. If customer would like retained at an offsite facility for up to three months. an additional data export of production data and/or a data export from any other environment, the customer Upon customer request, Oracle will send an additional shall first agree in writing to pay Oracle the fees backup directly to the customer address and contact indicated in the “Requesting Additional Options” person specified in the applicable ordering document. section below. Additional backups sent directly to customer are the sole responsibility of customer and are not retained by Backup Policy 4 Oracle. Customer may install the additional backup Oracle will run the following production environment onto a system provided by customer. Customer backups: acknowledges that it is responsible for validating the integrity of any additional backups delivered in • Database and code tree: full backups are written accordance with this section. to disk daily and copied to tape twice a week; database and code tree backup tapes are All backups will run between 9 p.m. to 6 a.m. retained at an offsite facility for five weeks Greenwich Mean Time for European based customers • Archive logs: full backups are performed daily and 9 p.m. to 6 a.m. Pacific Time for all other and each daily backup is copied to tape; Archive customers. During this time, Oracle Express Server log tapes are retained at an offsite facility for five services may be unavailable. weeks • Operating system: full backups are performed Computer and Administration Services customers daily to an alternate online local disk; operating may not purge any production data from their system online backups are retained for one day environment. Oracle will run the following non-production Incident Recovery and Data environment backups during implementation and pre- production phases, and, upon request, during Restoration production Oracle will work with customer to facilitate data recovery from backup media in the event of a system • Database and code tree: full backups are written failure or urgent data restoration request. Data to disk daily and copied to tape once a week; restoration times will vary depending on the severity of database and code tree backup tapes are the problem and backup tape location. Oracle will retained at an offsite facility for five weeks attempt to restore data to the point in time of the latest • Archive logs: full backups are performed daily complete backup. and each daily backup is copied to tape; Archive Disaster Recovery For disaster recovery purposes, Oracle will, on a weekly basis, create a complete backup of 4 Backups for Limited Access Programs are Customer’s production environment(s), located at described below in “Limited Access Oracle Oracle’s data center, that consists of database, code Programs”. Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 5 of 9
  6. 6. tree, and archive logs (“DR Tape”) and will store the The additional disaster recovery services are DR Tape at an offsite location. described in and governed by the applicable policies as indicated in the following table. In the event that an unplanned event causes a complete loss of access to and use of the Oracle Additional Programs in the production environment(s) at Oracle’s Disaster data center for a period greater than 24 hours, as Recovery declared by Oracle (a “disaster”), Oracle will, within Service Governing Policies seven days from the time when Oracle declares the Electronic These Policies (i.e., the disaster, deliver to customer’s address and contact Vaulting Services Computer and Administration person specified in the applicable ordering document Option Services for Oracle E- (or to an alternative location and/or individual within Business Suite and Oracle the United States that customer designates in writing) Collaboration Suite Programs a DR Tape containing the database, code tree and Policies) archive logs that resided on the production Enhanced Oracle Computer and environment(s) at the time that Oracle created such Recovery Service Administration Services DR Tape. Customer acknowledges that it may lose Option Enhanced Recovery Service up to seven days of data and files depending on when Option Policies, available at: the disaster occurs. http://www.oracle.com/OnDem and/policies.html Customer may install the data and files from the DR Maximum Oracle Computer and Tape delivered by Oracle onto a system provided by Availability Administration Services customer either at its facility or at a third party facility Option Maximum Availability Option that it designates. Customer acknowledges that it is Policies, available at: responsible for providing all necessary software and http://www.oracle.com/OnDem hardware required to restore database, code tree and and/policies.html archive logs contained in the delivered DR Tape. Customer acknowledges that it is responsible for Additional disaster recovery services will terminate in validating the integrity of any DR Tape delivered the event that Oracle technical support or Computer under this section. and Administration Services terminate. In addition to providing a DR Tape as outlined above, Electronic Vaulting Services Option: If customer Oracle will use reasonable efforts to facilitate the purchases the Electronic Vaulting Services Option restoration of access to and use of those production (see fees indicated in the “Requesting Additional environment(s) (including the recovery of production Options” section below), in the event of a disaster, data) located at Oracle’s data center affected by the Oracle will, within 36 hours from the time when Oracle disaster. If Oracle determines deployment at a declares the disaster, deliver to customer's address secondary site is required for restoration and use of and contact person specified in the applicable production environment(s), Oracle will use reasonable ordering document (or to an alternative location efforts to assist customer in selecting an alternate and/or individual within the United States that site. Customer acknowledges that restoration times customer designates in writing) a tape containing the will vary depending on the severity of the disaster. database, code tree and archive logs (“DR Tape”) that Customer will not be able to access, use, or process resided on the production environment(s) at the time data within the affected production environment(s) that Oracle created such DR Tape. Customer during the period within which disaster recovery acknowledges that it may lose up to 48 hours of data operations are being conducted. and files depending on when the disaster occurs (the “Recovery Point Objective”). Customer may install Additional Disaster Recovery the data and files from the DR Tape delivered by Services/Options 5 Oracle onto a system provided by customer either at Customers may purchase the following additional its facility or at a third party facility that it designates. disaster recovery services from Oracle in connection Customer acknowledges that it is responsible for with Computer and Administration Services: providing all necessary software and hardware required to restore database, code tree and archive logs contained in the delivered DR Tape. Customer • Electronic Vaulting Services Option acknowledges that it is responsible for validating the • Enhanced Recovery Service Option integrity of any DR Tape delivered under this section. • Maximum Availability Option The storage capacity of the DR Tape is required to match the disk storage capacity of the customer’s Computer and Administration Services environment. 5 Not available for Business Intelligence Programs If the configuration of the customer’s environment exceeds 300 Gigabytes of disk storage (including the Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 6 of 9
  7. 7. Base Configuration plus any SA Units the customer • Coordinate customer visits to Oracle locations may have purchased), the fees for the Electronic Vaulting Services Option will increase to reflect the higher storage capacity required for the DR Tape. LIMITED ACCESS ORACLE PROGRAMS Services for Oracle Business Intelligence Programs Certain Oracle Programs, such as Oracle Exchange, For customers that purchase Computer and may be accessed only through a web browser using Administration Services for Business Intelligence standard application interfaces via HTTP or HTTPS Programs in conjunction with E-Business Suite protocols (“Limited Access Programs”). Programs, the following shall apply: For Limited Access Programs, the customer will not • Oracle will provide one production and two non- have physical server or database level access. Oracle will establish two separate environments of the production environments for the services for the Limited Access Programs, each with its own systems Oracle Business Intelligence Programs area and accompanying background memory • A base configuration (“BI Base Configuration”) of process. One environment will be used for pre- 100 usable Gigabytes of disk storage will be production purposes and the other environment will be allocated among customer’s Oracle Business used for production purposes. Intelligence Program environments • If customer uses or requires storage space in The Standard Refresh Allowance described above is addition to the 100 Gigabytes of disk storage not provided for Limited Access Programs. However, provided with the BI Base Configuration, then for upon customer’s request and subject to agreement each additional unit of 200 usable Gigabytes of between customer and Oracle, pre-production and disk storage so used or required (each, a storage production environments can be refreshed from allocation unit or “SA Unit”), customer shall first backup images of the same type (i.e., a production pay Oracle the fees indicated in the “Requesting backup being refreshed to production; a pre- Additional Options” section below production backup being refreshed to pre-production). • Standard server configurations and Computer Oracle will run online database backups of the Limited and Administration services provided for Access Programs daily during a time period Business Intelligence Programs are designed to anticipated to have the least impact on the production support reporting, publishing, and ad hoc analysis environment. for the users purchased and to provide computing capacity for processing data from a limited Special backups of Limited Access Programs may be number of data sources using one Extract, completed as part of the patch and application Transform and Load (ETL) engine upgrade process; however, special backups are not If customer uses or requires additional ETL engine(s) available for Limited Access Programs. or changes to the standard server configuration (such as additional computing capacity or the processing All backups of Limited Access Programs are retained and warehousing of data from multiple sources), in tape format for a minimum period of 30 days. All customer must purchase Computer & Administration historic transactional data for such Programs will be Services for Oracle Technology Programs and may available online within the managed environment. be required to purchase additional equipment and/or additional services to support the Computer and The weekly system maintenance period for Limited Administration Services for the Business Intelligence Access Programs is scheduled from 9:00 p.m. Friday Programs. to 3:00 a.m. Saturday Pacific Time. SERVICE DELIVERY MANAGEMENT MISCELLANEOUS Customer will be assigned an Oracle Service Delivery Manager (who shall be shared among multiple On Hours Of Operation Demand customers) who may provide the following Oracle Computer and Administration Services are delivery management services: designed to be available 24 hours a day, 7 days a week, 365 days a year, except during scheduled • Facilitate completion of each phase of the Oracle system maintenance periods and scheduled outage On Demand Lifecycle (a methodology defining periods for backup services. the roles and responsibilities for Oracle’s delivery of Computer and Administration Services) Oracle and customer may agree on a weekend • Advise customer regarding issues such as (Friday, Saturday, or Sunday) system maintenance upgrades and training period. In the absence of an alternative agreement, • Coordinate Oracle visits to customer locations the maintenance period will be from 9:00 p.m. Friday Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 7 of 9
  8. 8. to 12:00 a.m. Saturday Pacific Time. During the maintenance periods, Computer and Administration Services may not be available. In the event that emergency maintenance is required, Oracle will use Requesting Additional Options commercially reasonable efforts to provide advance During the Computer and Administration Services notification of the maintenance. term, customer may request additional options by sending an email request to hostops_us@oracle.com. If additional time is available during the standard The fees for such additional options are listed in the maintenance window, Oracle may accept customer following chart. requested maintenance activities. One- time Annual Oracle Program Upgrades Additional Option Setup Maintenance Fee Customer must separately contract with Oracle Fee Consulting or a third party to install and configure Oracle E-Business Suite Program upgrades and Additional VPN $3,500 $1,200 Oracle Collaboration Suite Program upgrades. Storage (SA) Unit None $12,000 (200 Usable Gigabytes) All upgrade and implementation work must be Server Option (for a None $18,000 completed in accordance with Oracle specifications. single server) DMZ Server (for a None $18,000 The following paragraph does not apply to Oracle single server) Collaboration Suite customers. Additional Server None $18,000 (for a single server) As mutually agreed by customer and Oracle, one of Additional Non- $6,000 $24,000 6 customer’s non-production environments will be pre- Production configured with a copy either of customer’s production Environment for environment or of another non-production Oracle E-Business environment of customer, for upgrade purposes. Suite or Oracle Within that environment, Oracle will provide limited Collaboration Suite access to the application code directories. If Programs customer does not wish to use an existing non- Printer Queue $1,000 $1,200 production environment for upgrade purposes, Additional Refresh $1,000 None customer may establish an additional non-production environment in accordance with the terms specified in Additional Data $1,500 None the section entitled “Software Set Up”, above. Export Additional Backup $1,000 None Electronic Vaulting $8,500 $30,000 for Base Licensing/Support Services Option (for Configuration 7 Each customer is responsible for obtaining, and a single $19,500 maintaining for the term of the Computer and environment) Administration Services, all licenses and technical for each SA Unit7 support for the licensed Oracle Programs. Fees for these programs and services are not included in the All fees are per unit (e.g. for one Additional VPN), are Computer and Administration Services Fees. In the payable annually in advance, are in U.S. Dollars, and event that licenses and/or technical support for Oracle are not discountable. Programs terminate, Computer and Administration Services will also terminate. Customer is responsible Availability of additional options is limited to the for acquiring, licensing, configuring, and managing all additions explicitly described and priced in these software (except for the operating system and VPN policies. specified in these policies) provided by it or third parties, in accordance with Oracle specifications. Customer may not use any third party software in connection with Computer and Administration 6 Must be prepaid for a minimum of three months. Services without Oracle’s prior written approval. Customers who purchase several additional non- production environments may be required to Implementer purchase an additional server or additional Each Computer and Administration Services customer resources to manage the additional environments. is responsible for contracting separately either with Oracle Consulting or an approved Oracle On Demand 7 Implementer for assistance with the implementation See the “Hardware Set Up” section above for and upgrade of Oracle E-Business Suite and Oracle additional information on Base Configuration and Collaboration Suite programs. SA Units. Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 8 of 9
  9. 9. Termination Upon termination of Computer and Administration Services for Oracle E-Business Suite Programs, Oracle will provide customer with two copies of the CONTACT INFORMATION following on Oracle standard media (decommission tape): Oracle Corporation World Headquarters • A copy of the Production database (oradata) 500 Oracle Parkway • Production $appltop directory 8 Redwood Shores, CA 94065 • Production Java Top directory U.S.A. • The $XBOL_TOP file system Worldwide Inquiries • The following files will be provided Phone +1.650.506.7000 under the “decomm” directory on the Fax +1.650.506.7200 tape: www.oracle.com o OAS configuration files (wrb.app, svappl.cfg, Oracle is a registered trademark of Oracle svadmin.cfg.) Corporation. Various product and service names o INIT.ora referenced herein may be trademarks of Oracle o Applptch.txt containing a list of Corporation. Applications patches installed on the environment All other product and service names mentioned may o tblsp.lst containing database be trademarks of their respective owners. table sizing information o db_version.txt containing the Copyright ©2007 Oracle Corporation database version, applications All Rights Reserved. version, Oracle Developer version, application users passwords and Operating System version and Kernel Patch Level Upon termination of Computer and Administration Services for Oracle Collaboration Suite Programs, Oracle will provide customer with two copies of customer’s production environment including customer’s database and application technology stack, on Oracle standard media (decommission tape). Once Oracle provides the customer with a final decommission tape, Oracle is not obligated to retain any existing customer data, program and/or environment, and the customer is solely responsible for its data, Oracle E-Business Suite Programs and Oracle Collaboration Suite Programs and/or environments. Upon termination, the customer, at customer’s expense, must return to Oracle all equipment provided or owned by Oracle. 8 APPL_TOP does not include standard programs such as Oracle Forms, Oracle Reports and FTP related scripts. Oracle Application Server Configuration files for 11i are included. Computer and Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Policies, Version 4.3 August 24, 2007 Page 9 of 9

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