Oracle Administration Services for Technology Programs Policies
Statement of Changes
Effective Date: April 4, 2008

This d...
•   Removed this section


Environment Refresh

    •   Reworded this section


On Demand Service Desk

    •   Reworded t...
Oracle Program Maintenance

    •   Added that customer accepts all responsibility for the consequences of refusing to aut...
Licensing/Support

    •    Reworded this section

Oracle Tools

    •    Reworded this section


Version 2.0: September 1...
Oracle Program Maintenance

    •   Removed reference to verification that backup and recovery procedures are ready
    • ...
•    Removed references to customizations of the Oracle Programs

Access

    •    Reworded this section

Hardware Set Up
...
Throughout the Document

    •    Changed "additional services" to "additional options"
    •    Added that additional opt...
•   Moved reference to customer responsibilities for non-Oracle software to "Software Set Up" section

Software Set Up

  ...
•   Changed "Oracle Outsourcing" name to "Oracle On Demand"



Version 1.1: January 1, 2004
This section describes the cha...
Hardware Set Up

   •   Excluded the VPN and Operating System described in the Policies from the non-Oracle software that ...
Printer Services

    •   Clarified that Oracle will install, configure and manage UNIX print drivers and queues if the cu...
Oracle is a registered trademark of Oracle Corporation. Various product and service names referenced herein may
be tradema...
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Oracle Administration Services for Technology Programs ...

  1. 1. Oracle Administration Services for Technology Programs Policies Statement of Changes Effective Date: April 4, 2008 This document outlines changes made to the following releases of the Oracle Administration Services for Technology Programs Policies: Version 2.4: April 4, 2008 Version 2.3: February 1, 2008 Version 2.2: November 20, 2007 Version 2.1: March 9, 2007 Version 2.0: September 1, 2006 Version 1.6: April 27, 2005 Version 1.5: February 8, 2005 Version 1.4: September 24, 2004 Version 1.3: July 8, 2004 Version 1.2: March 18, 2004 Version 1.1: January 1, 2004 Version 1.0: December 8, 2003 Version 2.4: April 4, 2008 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated February 1, 2008, and reflected in the Oracle Administration Services for Technology Programs Policies dated April 4, 2008. Throughout the Document • Changed “Requesting Services Options” to “Requesting Services Options and Supplemental Services” • Changed “Additional Database or Application Server Environment” to “Additional OTO Non-Production Environment” • Changed “Governance Services” to “Governance” Software Set Up • Clarified that disk storage for an Additional OTO Non-Production Environment would be allocated from customer's existing available storage Monitoring and Maintenance • Changed the name of this section to “Monitoring” Oracle Database and Oracle Program Administration • Added information on “Transition Advisory Services” Printer Services Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 1 of 12
  2. 2. • Removed this section Environment Refresh • Reworded this section On Demand Service Desk • Reworded this section Governance • Changed the Service Delivery Lead Type for Levels 1 and 2 from “Named Resource” to “Individual Resource” • Clarified that customer shall reimburse Oracle for any actual, reasonable travel and out-of-pocket expenses incurred in connection with services delivered at customer’s site Requesting Services Options and Supplemental Services • Changed the one-time setup fee for Additional VPN from $3,500 to None • Added the footnote “Fees for Services Options and Supplemental Services may differ if customer purchases or has purchased On Demand Federal Security Services” • Added a Supplemental Services table with “Transition Advisory Services” as an available Supplemental Service • Reworded this section Version 2.3: February 1, 2008 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated November 20, 2007, and reflected in the Oracle Administration Services for Technology Programs Policies dated February 1, 2008. On Demand Service Desk • Added this section Governance Services • Updated the Governance section to include the Governance entitlement table and the current positioning for Governance • Added that the level and number of days of governance is indicated in section 1 of the On Demand exhibit • Reworded this section Version 2.2: November 20, 2007 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated March 9, 2007, and reflected in the Oracle Administration Services for Technology Programs Policies dated November 20, 2007. Throughout the Document • Added a detailed path within OracleMetaLink to access the reference guides and schedules • Changed “Additional Options” to “Services Options” Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 2 of 12
  3. 3. Oracle Program Maintenance • Added that customer accepts all responsibility for the consequences of refusing to authorize or schedule the implementation of a security requirement within an Oracle-specified timeframe Service Delivery Management • Removed this section Governance • Added this section Requesting Additional Options • Renamed this section “Requesting Services Options” • Added Governance Services • Added that Governance Services may not be purchased via hostops_us@oracle.com Version 2.1: March 9, 2007 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated September 1, 2006 and reflected in the Oracle Administration Services for Technology Programs Policies dated March 9, 2007. Throughout the Document • Changed “production environment” to “environment(s) used for production purposes” Introduction • Clarified that Oracle will not materially reduce Administration Services for the greater of the period for which fees for such services have been paid or twelve months Overview • Removed reference to minimum fees for Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Programs • Removed reference to the minimum fees being an annual minimum • Added reference to, and the location of, the On Demand reference guide • Reworded this section Software Set Up • Added that customers who purchase several additional database or application server environments may require additional servers or additional resources to manage the additional environments • Removed the statement that customer is responsible for acquiring, licensing, configuring, and managing all non-Oracle software • Reworded this section Database Refresh • Reworded this section Service Delivery Management • Reworded this section Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 3 of 12
  4. 4. Licensing/Support • Reworded this section Oracle Tools • Reworded this section Version 2.0: September 1, 2006 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated April 27, 2005 and reflected in the Oracle Administration Services for Technology Programs Policies dated September 1, 2006. Introduction • Eliminated reference to the applicability of the Administration Services for Oracle E-Business Suite and Oracle Collaboration Suite Programs Policies for certain Oracle Database and Oracle Application Server programs Overview • Added information on minimum annual fees • Added that Administration Services do not include services for third party software or customizations of Oracle Programs • Reworded this section Access • Eliminated a paragraph describing the network and systems architecture and customer responsibilities for such network • Reworded this section Hardware Set Up • Eliminated reference to Oracle-provided specifications for hardware and operating system configurations Software Set Up • Added that customer must acquire technical support before Oracle will establish customer environments • Added that a non-production environment is required for software development related to customer specific applications • Clarified that additional environments are for non-production purposes • Eliminated reference to Oracle agreeing to acquire, configure and manage non-Oracle software by separate written agreement • Reworded this section Monitoring and Maintenance • Clarified that monitoring and maintenance services are provided for production environments • Removed reference to the possibility of Oracle providing an Oracle Diagnostic Server (ODS) • Added that the Oracle tool set also provides information on availability • Removed references to reporting to an Oracle On Demand services support repository • Added that Oracle will use monitoring information to assist in managing Oracle’s product and service portfolio • Added that the Oracle tool set will not collect, report or store production data except as required to perform troubleshooting Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 4 of 12
  5. 5. Oracle Program Maintenance • Removed reference to verification that backup and recovery procedures are ready • Reworded this section Database Refresh • Clarified that Oracle will endeavor to commence refreshes within 72 hours of the request Incident Recovery and Data Restoration • Reworded this section Service Delivery Management • Removed reference to Service Delivery Managers being responsible for the delivery of Administration Services and customer’s overall support relationship with the customer Removed Service Delivery Reviews from the list of possible Service Delivery Manager tasks • Added that an Oracle Service Delivery Manager will be assigned to each customer and the Service Delivery Manager’s time will be shared by multiple customers • Reworded this section Service Delivery Review • Eliminated this section Oracle Program Upgrades • Reworded this section Licensing/Support • Changed “Oracle Software Update License and Support” to “technical support” • Added that customer is responsible for all third party software • Reworded this section Version 1.6: April 27, 2005 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated February 8, 2005 and reflected in the Oracle Administration Services for Technology Programs Policies dated April 27, 2005. Throughout the Document • Changed "Collaboration Suite" to "Oracle Collaboration Suite" • Changed "E-Business Suite" to "Oracle E-Business Suite" • Changed "Oracle Internet Application Server" and “Application Server” to " Oracle Application Server " • Changed "Database" to “Oracle Database " • Changed "On Demand" to “Oracle On Demand " • Changed “Product Support and Software Updates” to “Software Update License and Support” Overview • Changed “system management” to “management” and “system monitoring” to “monitoring” Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 5 of 12
  6. 6. • Removed references to customizations of the Oracle Programs Access • Reworded this section Hardware Set Up • Removed statement that customer must provide a backup system consistent with Oracle specifications Software Set Up • Changed “application code structure” to “application server code structure” • Removed the Operating System from the list of exceptions of non-Oracle software that the customer is responsible for acquiring, configuring, and managing Monitoring and Maintenance • Change the monitoring service “Facilitate appropriate configuration of events” to “Set and manage appropriate configuration of events” Printer Services • Removed the option of Oracle installing, configuring and maintaining printer queues Database Refresh • Added that refresh limits are per customer • Changed the advance notice required for refreshes from 48 hours to 72 hours • Changed the amount of time required to complete refreshes from up to 48 hours to up to 72 hours, or, in the case of refreshes requiring a new environment, up to five days • Added that environments required to complete a refresh come from customer’s existing environments or from a new environment that the customer purchases • Added a refresh event window Oracle Program Upgrades • Updated to reflect that Oracle will update the Technology Programs at the Oracle “Patch Set” level • Removed the statement that Oracle will provide limited access to the application code directories Implementation • Removed reference to the customer’s responsibility for configuration of Oracle Programs Requesting Additional Options • Removed the Printer Queue option Version 1.5: February 8, 2005 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated September 24, 2004 and reflected in the Oracle Administration Services for Technology Programs Policies dated February 8, 2005. Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 6 of 12
  7. 7. Throughout the Document • Changed "additional services" to "additional options" • Added that additional options are not discountable Version 1.4: September 24, 2004 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated July 8, 2004 and reflected in the Oracle Administration Services for Technology Programs Policies dated September 24, 2004. Throughout the Document • Changed "agreement" to "exhibit" Access • Added that Oracle will provide industry standard network and systems architecture specifications • Reworded this section Backup Policy • Removed references to Oracle Recovery Manager • Clarified that database backups are online and completed nightly Version 1.3: July 8, 2004 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated March 18, 2004 and reflected in the Oracle Administration Services for Technology Programs Policies dated July 8, 2004. Throughout the Document • Changed "ordering document" to "agreement" Introduction • Reworded the statement on materially changing Administration Services Overview • Added that customization services may be provided with separate written agreement between the customer and Oracle Network Access • Renamed this section "Access" • Reworded and reordered this section • Removed paragraphs on tools, architecture specifications, and authorizing third party access Hardware Set Up Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 7 of 12
  8. 8. • Moved reference to customer responsibilities for non-Oracle software to "Software Set Up" section Software Set Up • Added customer responsibilities for non-Oracle software from "Hardware Set Up" section • Added that Oracle may agree to acquire, configure and manage non-Oracle software by separate written agreement with customer • Reworded the paragraph on testing prior to moving to production and added specific references to "Production Assessments" • Added that customer is responsible for programs transitioned into production without Oracle's prior consent Database and Oracle Program Administration • Removed a paragraph on customer responsibilities for customizations Printer Services • Removed statement that Oracle will install, configure, and manage UNIX printer queues • Added that Oracle will install, configure, and manage UNIX printer queues if the customer agrees to pay additional fees Backup Policy • Added detail on the use of RMAN to create database backups and on the content of database backups • Added additional detail on the content that the customer is responsible for copying to a backup tape Service Delivery Management • Changed "Service Delivery Plan reviews" to "Service Delivery Reviews" Service Delivery Plan Review • Renamed this section "Service Delivery Review" • Reworded this section • Changed "Service Delivery Plan" to "Service Delivery Report" Requesting Additional Services • Added Printer Queues to the list of Additional Services Termination • Added that Oracle equipment must be returned at customer's expense upon termination Version 1.2: March 18, 2004 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated January 1, 2004 and reflected in the Oracle Administration Services for Technology Programs Policies dated March 18, 2004. Throughout the Document Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 8 of 12
  9. 9. • Changed "Oracle Outsourcing" name to "Oracle On Demand" Version 1.1: January 1, 2004 This section describes the changes made to the Oracle Administration Services for Technology Programs Policies dated December 8, 2003 and reflected in the Oracle Administration Services for Technology Programs Policies dated January 1, 2004. Software Set Up • Changed "Database Processors" to "Technology Processors" Version 1.0: December 8, 2003 This section describes the changes made to the Oracle Administration Services Policies dated September 4, 2003 and reflected in the Oracle Administration Services for Technology Programs Policies dated December 8, 2003. With this release of the Policies, the Administration Services Policies that previously addressed Technology, E- Business Suite, and Collaboration Suite Programs were separated into two Administration Services Policies as follows: • Administration Services for Technology Programs Policies to address Technology Programs • Administration Services for E-Business Suite and Collaboration Suite Programs Policies to address E- Business Suite and Collaboration Suite Programs Throughout the Document • Removed references to policies which were specific to E-Business Suite and Collaboration Suite Programs • Adjusted references to make them specific to Technology Programs • Changed the terms "environment", "production environment", "non-production environment", "test environment", and "development environment" to "database environment" or "application server environment" • Changed the term "third party programs" to "non-Oracle Programs" • Changed the term "hosted" to "outsourced" Introduction • Defined Technology Programs as the Oracle Database and Oracle Internet Application Server and related options • Added that if a customer purchases the Oracle Database or Oracle Application Server in conjunction with E- Business Suite requirements, these policies do not apply to the corresponding programs; these Policies do apply to Technology Programs purchased for any other purpose • Added reference and a link to a Statement of Changes for the Policies Network Access • Reworded various sentences in this section • Defined dedicated and shared internet circuits • Added examples of customer equipment that requires the use of globally unique public IP addresses • Removed references to physical access to Oracle data centers • Removed references to customer's responsibility for costs associated with accessing and using the programs Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 9 of 12
  10. 10. Hardware Set Up • Excluded the VPN and Operating System described in the Policies from the non-Oracle software that the customer is responsible for acquiring, configuring and managing Software Set Up • Changed the number of environments provided such that the number of database environments and application server environments are based on the number of Processors for which Administration Services are purchased • Defined database environments and application server environments • Noted that additional environments provided based on the number of Processors for which Administration Services is purchased will be added upon customer request • Added tables indicating the number of database environments and number of application server environments provided • Revised the paragraph on the steps required before using Oracle Programs in production to indicate that: o Customers must verify stability and functionality of the customer applications before using the applications o The customer is responsible for confirming their ability to install applications, apply patches, execute application monitoring, and execute first level solution triage Monitoring and Maintenance • Revised such that monitoring activities apply to all database and application server environments rather than production environments • Reworded the bullets and some sentences of this section • Changed references to "Oracle Intelligent Agent" to "Oracle tool set" Managing Data • Added that the customer is responsible for objects and data within the customer application specific schema User Administration • Removed the detailed activities that user administration may consist of Capacity Planning • Removed this section Diagnostic and Tuning • Removed this section Database and Oracle Program Administration • Removed the detailed list of possible database administration requirements Oracle Program Maintenance • Removed the detailed list of "Concurrent Manager" tasks Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 10 of 12
  11. 11. Printer Services • Clarified that Oracle will install, configure and manage UNIX print drivers and queues if the customer provides the necessary access and UNIX Console functionality Database Refresh • Changed the number of refreshes provided from one per week during implementation and one per month after going "live" to one per month Backup Policy • Added that the customer is responsible for all aspects of backup media management Hours of Operation • Noted that some, or all, environments may not be available during maintenance periods Oracle Program Upgrades • Removed the statement that all upgrade and implementation work must be completed in accordance with Oracle specifications Implementation • Added this section Outsourcing Implementer • Removed this section Requesting Additional Services • Changed the contact for all customers who wish to purchase additional services to hostops_us@oracle.com CONTACT INFORMATION Oracle Corporation World Headquarters 500 Oracle Parkway Redwood Shores, CA 94065 U.S.A. Worldwide Inquiries Phone +1.650.506.7000 Fax +1.650.506.7200 www.oracle.com Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 11 of 12
  12. 12. Oracle is a registered trademark of Oracle Corporation. Various product and service names referenced herein may be trademarks of Oracle Corporation. All other product and service names mentioned may be trademarks of their respective owners. Copyright ©2007 Oracle Corporation All Rights Reserved. Oracle Administration Services for Technology Programs Policies Statement of Changes April 4, 2008 Page 12 of 12

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