ORACLE CORPORATION UK LIMITED
ORACLE RIGHTNOW
SERVICE DEFINITION
Response to
G-Cloud Services II
August 2012
Alistair Forward
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TABLE OF CONTENTS
Introduction ...........................................................................................................................1
Oracle RightNow CX Cloud Service (Functional and Non-Functional Overview) ........................2
Informational Assurance.........................................................................................................8
Disaster Recovery ...................................................................................................................9
Pricing .................................................................................................................................. 10
On-boarding / Off-boarding .................................................................................................. 12
Service Management ............................................................................................................ 13
Service Constraints (e.g. maintenance windows, level of customisation permitted, schedule
for deprecation of functionality/features etc.) ...................................................................... 14
Service Levels (e.g. performance, availability, support hours, severity definitions etc.) .......... 15
Financial Recompense Model for not meeting Service Levels ................................................ 16
Training and Consulting Services ........................................................................................... 18
Ordering and Invoice Processing ........................................................................................... 19
Termination Terms ............................................................................................................... 20
Data Restoration / Service Migration .................................................................................... 21
Consumer Responsibilities .................................................................................................... 22
Technical Requirements ....................................................................................................... 23
Trial Services ........................................................................................................................ 24
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INTRODUCTION
The Government Procurement Service on behalf of the G-Cloud Programme issued the second iteration
for the procurement of Cloud-based IT services – G-Cloud Services II. Oracle RightNow is pleased to
respond to the procurement invitation and this document will cover the Service Definition for the Oracle
RightNow CX Cloud Services.
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ORACLE RIGHTNOW CX CLOUD SERVICE
(FUNCTIONAL AND NON-FUNCTIONAL OVERVIEW)
Overview of RightNow G-Cloud Service
In total there are seven Oracle RightNow Cloud Services available in the GCloud today,
the Cloud Services can be procured individually or as a fully combined suite and are
detailed at the following URL:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.htm
These are subject to change at our discretion.
Oracle RightNow Standard Dynamic Agent Desktop Cloud Service
The Oracle RightNow Standard Dynamic Agent Desktop Cloud Service includes access to select features
from the following modules: Web Experience, Contact Center Experience, Engage, and Platform.
Web Experience functionality includes:


Oracle RightNow Email Management Cloud Service – Auto-Acknowledgement, Standard
Response Template, Web Forms, Outlook Integration
Oracle RightNow App Builder Experience Designer Cloud Service - Customer Portal Studio
including development framework, widgets, and Dreamweaver extension
Contact Center Experience includes:




Case and SLA management (dynamic agent desktop including a consolidated view of all
customer interactions, configurable workspaces, customizable hot keys, standard text responses,
and customizable views and filters
Business rules, escalations and routing
Interaction management including unified multi-channel management, basic screen-pop and Offer
Advisor
Oracle RightNow App Builder Experience Designer Cloud Service including service and common
configuration capabilities and Oracle RightNow Contextual Workspaces Cloud Service
Engage functionality includes:


Oracle RightNow Sales Cloud Service - contact and account management, lead and
opportunity management, forecasting management, territory management, quota management,
sales methodology support, product catalog and quote generation, outlook integration, sales
knowledgebase (professional services may be required).
Oracle RightNow Analytics Cloud Service - inline role-based reports, dashboards &
homepages, report design center, analytics explorer, custom dashboard designer, comparison
reports and historical data trending, fixed / run-time filtering, data exceptions, hierarchical
drilldowns, conditional formatting, column definitions, custom scripting, advanced charting and
scheduled reports.
Further information can be found in the Oracle RightNow Service Description at:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
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Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service
The Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service includes access to select
features from the following modules: Web Experience, Social Experience, Contact Center Experience,
Engage, and Platform.
Web Experience functionality includes:


Oracle RightNow Email Management Cloud Service – Auto-Acknowledgement, Standard
Response Template, Web Forms, Outlook Integration
Oracle RightNow App Builder Experience Designer Cloud Service - Customer Portal Studio
including development framework, widgets, and Dreamweaver extension
Contact Center Experience includes:




Case and SLA management (dynamic agent desktop including a consolidated view of all
customer interactions, configurable workspaces, customizable hot keys, standard text responses,
and customizable views and filters
Business rules, escalations and routing
Interaction management including unified multi-channel management, basic screen-pop and Offer
Advisor
Oracle RightNow App Builder Experience Designer Cloud Service including service and common
configuration capabilities, Oracle RightNow Contextual Workspaces Cloud Service and Oracle
RightNow Guided Assistance Cloud Service
Social Experience includes:

Oracle RightNow Social Monitor Cloud Service (dynamic agent desktop including cloud monitor
capabilities)
Engage functionality includes:




Oracle RightNow Outreach Cloud Service – Dynamic agent desktop (including outreach
configuration capabilities, proactive service notifications, customer segmentation, subscription
management (opt-in/opt-out, global suppression, frequency/recency limits), content creation
(document designer, HTML editor, personalized and dynamic content, templates, reusable
content, web forms), email marketing (email tracking, proof & market testing), multi-channel,
multi-stage campaign design & execution with event triggering, and best –practice campaigns
(online ad conversion, email promotion, event registration, information request, and subscription
management)
Oracle RightNow Feedback Cloud Service functionality includes transactional surveys,
broadcast surveys, chat surveys (only available if customer has purchased RightNow Chat),
customer segmentation, subscription management, survey creation, multi-channel survey
execution, SmartSense emotion detection and topic monitoring
Oracle RightNow Sales Cloud Service - contact and account management, lead and
opportunity management, forecasting management, territory management, quota management,
sales methodology support, product catalog and quote generation, outlook integration, sales
knowledgebase (professional services may be required).
Oracle RightNow Analytics Cloud Service - inline role-based reports, dashboards &
homepages, report design center, analytics explorer, custom dashboard designer, comparison
reports and historical data trending, fixed / run-time filtering, data exceptions, hierarchical
drilldowns, conditional formatting, column definitions, custom scripting, advanced charting and
scheduled reports.
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Further information can be found in the Oracle RightNow Service Description at:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service
The Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service includes access
to select features from the following modules: Web Experience, Social Experience, Contact Center
Experience, Engage, and Platform.
Web Experience functionality includes:




Oracle RightNow Chat Cloud Service allowing a customer to chat live (online) with support
Oracle RightNow Product Registration Cloud Service
Oracle RightNow Email Management Cloud Service – Auto-acknowledgement, standard
response template, web forms, outlook integration
Oracle RightNow App Builder Experience Designer Cloud Service - Customer Portal Studio
including development framework, widgets, and Dreamweaver extension
Contact Center Experience includes:




Case and SLA management (dynamic agent desktop including a consolidated view of all
customer interactions, configurable workspaces, customizable hot keys, standard text responses,
and customizable views and filters
Business rules, escalations and routing
Interaction management including unified multi-channel management, basic screen-pop and Offer
Advisor
Oracle RightNow App Builder Experience Designer Cloud Service including service and
common configuration capabilities, Oracle RightNow Contextual Workspaces Cloud Service,
Oracle RightNow Guided Assistance Cloud Service, Oracle RightNow Agent Scripting
Cloud Service and Oracle RightNow Desktop Workflow Cloud Service
Social Experience includes:

Oracle RightNow Social Monitor Cloud Service (dynamic agent desktop including cloud
monitor capabilities
Engage functionality includes:



Oracle RightNow Outreach Cloud Service – Dynamic agent desktop (including outreach
configuration capabilities, proactive service notifications, customer segmentation, subscription
management (opt-in/opt-out, global suppression, frequency/recency limits), content creation
(document designer, HTML editor, personalized and dynamic content, templates, reusable
content, web forms), email marketing (email tracking, proof & market testing), multi-channel,
multi-stage campaign design & execution with event triggering, and best –practice campaigns
(online ad conversion, email promotion, event registration, information request, and subscription
management)
Oracle RightNow Feedback Cloud Service functionality includes transactional surveys,
broadcast surveys, chat surveys (only available if customer has purchased RightNow Chat),
customer segmentation, subscription management, survey creation, multi-channel survey
execution, SmartSense emotion detection and topic monitoring
Oracle RightNow Sales Cloud Service - contact and account management, lead and
opportunity management, forecasting management, territory management, quota management,
sales methodology support, product catalog and quote generation, outlook integration, sales
knowledgebase (professional services may be required).
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
July 2012
Oracle RightNow Analytics Cloud Service - inline role-based reports, dashboards &
homepages, report design center, analytics explorer, custom dashboard designer, comparison
reports and historical data trending, fixed / run-time filtering, data exceptions, hierarchical
drilldowns, conditional formatting, column definitions, custom scripting, advanced charting and
scheduled reports.
Further information can be found in the Oracle RightNow Service Description at:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
Oracle RightNow Dynamic Agent Knowledgebase Cloud Service
The Oracle RightNow Dynamic Agent Knowledgebase Cloud Service is an Internet-based eService
software solution powered by a self-learning knowledge base. Agents access the knowledge base via the
Web Portal pages of the application. Includes one Oracle RightNow Web Portal External Interface Cloud
Service for reporting and knowledge segmentation.
Further information can be found in the Oracle RightNow Service Description at:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
Oracle RightNow Tier 1 Sessions Monthly
Oracle RightNow Tier 1 Sessions Monthly allows consumers to access Oracle RightNow Web SelfService Cloud Service, Oracle RightNow Chat Cloud Service, Oracle RightNow Feedback Cloud Service,
Oracle RightNow Outreach Cloud Service, Oracle RightNow Mobile Cloud Service and Oracle RightNow
Customer Experience Cloud Service for Facebook capabilities delivered through a web page. Consumers
also may access the Oracle RightNow Connect Knowledge Foundation API Cloud Service. End users
may authenticate into Oracle RightNow CX Cloud Service or to their preferred identity provider, submit
questions and manage accounts, access self-service capabilities to search the knowledge base and
receive relevant answers to their questions, participate in surveys and complete web forms, take their web
customer service to the mobile web or to Facebook’s global social network. Consumers can also interact
with theKnowledge interaction activity means user initiated activity through the Oracle RightNow Connect
Knowledge Foundation API Cloud Service.
Oracle RightNow Tier 1 Sessions Monthly
Oracle RightNow Tier 1 Sessions Monthly allows consumers to access Oracle RightNow Web SelfService Cloud Service, Oracle RightNow Chat Cloud Service, Oracle RightNow Feedback Cloud Service,
Oracle RightNow Outreach Cloud Service, Oracle RightNow Mobile Cloud Service and Oracle RightNow
Customer Experience Cloud Service for Facebook capabilities delivered through a web page. Consumers
also may access the Oracle RightNow Connect Knowledge Foundation API Cloud Service. End users
may authenticate into Oracle RightNow CX Cloud Service or to their preferred identity provider, submit
questions and manage accounts, access self-service capabilities to search the knowledge base and
receive relevant answers to their questions, participate in surveys and complete web forms, take their web
customer service to the mobile web or to Facebook’s global social network. Consumers can also interact
with theKnowledge interaction activity means user initiated activity through the Oracle RightNow Connect
Knowledge Foundation API Cloud Service.
Oracle RightNow Tier 2 Sessions Monthly
Oracle RightNow Tier 2 Sessions Monthly allow consumers to access Oracle RightNow Web Self-Service
Cloud Service, Oracle RightNow Chat Cloud Service, Oracle RightNow Feedback Cloud Service, Oracle
RightNow Outreach Cloud Service, Oracle RightNow Mobile Cloud Service, Oracle RightNow Customer
Experience Cloud Service for Facebook capabilities and Oracle RightNow Intent Guide Cloud Service
delivered through a web page. Consumers also may access the Oracle RightNow Connect Knowledge
Foundation API Cloud Service. End users may authenticate into Oracle RightNow CX Cloud Service or to
their preferred identity provider, submit questions and manage accounts, access self-service capabilities
to search the knowledge base and receive relevant answers to their questions, participate in surveys and
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complete web forms, take their web customer service to the mobile web or to Facebook’s global social
network. Oracle RightNow Intent Guide Cloud Service enables organizations to engage with consumers
online, to understand their intent and guide them to high value interactions, and includes form fill
completion, contextual offers and virtual assistant.
Oracle RightNow Tier 1 Sessions Service Period Pool
Oracle RightNow Tier 1 Sessions Service Period Pool allows consumers to access Oracle RightNow Web
Self-Service Cloud Service, Oracle RightNow Chat Cloud Service, Oracle RightNow Feedback Cloud
Service, Oracle RightNow Outreach Cloud Service, Oracle RightNow Mobile Cloud Service and Oracle
RightNow Customer Experience Cloud Service for Facebook capabilities delivered through a web page.
Consumers also may access the Oracle RightNow Connect Knowledge Foundation API Cloud Service.
End users may authenticate into Oracle RightNow CX Cloud Service or to their preferred identity provider,
submit questions and manage accounts, access self-service capabilities to search the knowledge base
and receive relevant answers to their questions, participate in surveys and complete web forms, take their
web customer service to the mobile web or to Facebook’s global social network.
Oracle RightNow Tier 2 Sessions Service Period Pool
Oracle RightNow Tier 2 Sessions Service Period Pool allow consumers to access Oracle RightNow Web
Self-Service Cloud Service, Oracle RightNow Chat Cloud Service, Oracle RightNow Feedback Cloud
Service, Oracle RightNow Outreach Cloud Service, Oracle RightNow Mobile Cloud Service, Oracle
RightNow Customer Experience Cloud Service for Facebook capabilities and Oracle RightNow Intent
Guide Cloud Service delivered through a web page. Consumers also may access the Oracle RightNow
Connect Knowledge Foundation API Cloud Service. End users may authenticate into Oracle RightNow
CX Cloud Service or to their preferred identity provider, submit questions and manage accounts, access
self-service capabilities to search the knowledge base and receive relevant answers to their questions,
participate in surveys and complete web forms, take their web customer service to the mobile web or to
Facebook’s global social network. Oracle RightNow Intent Guide Cloud Service enables organizations to
engage with consumers online, to understand their intent and guide them to high value interactions, and
includes form fill completion, contextual offers and virtual assistant.
Further information can be found in the Oracle RightNow Service Description at:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
Oracle RightNow Emails Sent Monthly
Oracle RightNow CX Cloud Service provides the capability to send emails through Oracle RightNow
Outreach Cloud Service and Oracle RightNow Feedback Cloud Service. Both applications include the
ability to send broadcast and transactional mailings. Broadcast mailings reach mass audiences quickly
and cost-effectively.
Transactional mailings are event-triggered communications that delivers relevant, personalized, timecritical messages based on rules and events. Customers entitled to more than 65,000 emails sent per
month receive a unique IP address.
Oracle RightNow Emails Sent Service Period Pool
Oracle RightNow CX Cloud Service provides the capability to send emails through Oracle RightNow
Outreach Cloud Service and Oracle RightNow Feedback Cloud Service. Both applications include the
ability to send broadcast and transactional mailings. Broadcast mailings reach mass audiences quickly
and cost-effectively. Transactional mailings are event-triggered communications that delivers relevant,
personalized, time-critical messages based on rules and events. Customers entitled to more than 780,000
emails sent per month receive a unique IP address.
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Further information can be found in the Oracle RightNow Service Description at:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
Oracle RightNow Preferred Customer Care Package
The Oracle RightNow Preferred Customer Care Package includes the following elements (this package
does not include support for customizations performed by Customer):




Access to the Oracle RightNow knowledgebase via the support portal
Access to the Oracle RightNow Community portal (http://communities.rightnow.com)
Access to the Oracle RightNow Virtual CIO Cloud Service (https://csp.rightnow.com/vcio/)
Provision of the following support for version upgrades:
 Communication of major release changes





General support of upgrade process questions via incident
Kick off meeting to outline important upgrade topics
Management of pre and post cutover incidents to ensure proper routing to either
Technical Migration Manager, Customer Care, or Upgrade Engineering
“Like for like” functionality migration and/or testing. This may include migrating
customizations written by RightNow Professional Services from unmanaged to
managed frameworks
30-Day post-cutover support.
Further information can be found in the Oracle RightNow Service Description at:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
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INFORMATIONAL ASSURANCE
RightNow Technologies has standardized on what we refer to as “Carrier Class” Data Centers Globally.
These are commercial co-location facilities that meet our strict standards within their own operations.
Most of our customers are hosted in commercial co-location facilities in Santa Clara, Chicago, or London.
All of our commercial hosting facilities are currently replicated in near real-time to a hosting center in
Chicago or Santa Clara for disaster recovery purposes.
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DISASTER RECOVERY
RightNow utilizes an advanced data replication system that keeps our customer data in sync with online
disaster recovery systems in our DR data center locations.
At a high level, RightNow has built a full scale duplicate of production in a geographically diverse carrier
class data center, utilized a combination of continuous data replication and periodic storage snapshots
maintain currency of customer data, and fully integrated this solution into the RightNow Hosting
Management System.
This DR solution is tested on a per site basis, and is up to date with our quarterly release schedule.
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PRICING
Oracle RightNow Subscription Services Pricing
Product
Per Unit Price
Licensing Metric
Minimum
£51.32
Hosted Named User / Month
10
£127.59
Hosted Connected User /
Month
10
Hosted Named Seat / Month
100
Hosted Connected Seat /
Month
100
Hosted Named User / Month
10
Hosted Connected User /
Month
10
£162.96
£65.18
Hosted Named Seat / Month
100
£162.96
Hosted Connected Seat Month
100
Hosted Named User / Month
10
Hosted Connected User /
Month
10
£209.42
£116.50
Hosted Named Seat / Month
100
£209.42
Hosted Connected Seat Month
100
Hosted Named User / Month
10
Hosted Connected User /
Month
10
£70.04
£27.74
Hosted Named Seat / Month
100
£70.04
Hosted Connected Seat Month
100
GBP
Oracle RightNow Dynamic Agent Desktop Cloud Service: Seats
Standard Dynamic Agent Desktop
Cloud Service
£51.32
£127.59
Enterprise Dynamic Agent Desktop
Cloud Service
Enterprise Contact Center Dynamic
Agent Desktop Cloud Service
Dynamic Agent Knowledgebase Cloud
Service
£65.18
£116.50
£27.74
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Product
July 2012
Per Unit Price
Licensing Metric
Minimum
100 Sessions - Monthly
Capacity
100
£3.62
100 Sessions - Monthly
Capacity
100
£5.66
100 Sessions – Pooled
Capacity / Monthly
500
£3.62
100 Sessions – Pooled
Capacity / Monthly
500
£5.66
Per Unit Price
Licensing Metric
Minimum
100 Sessions - Monthly
Capacity
100
£3.62
100 Sessions - Monthly
Capacity
100
£5.66
100 Sessions – Pooled
Capacity / Monthly
500
£3.62
100 Sessions – Pooled
Capacity / Monthly
500
£5.66
GBP
Oracle RightNow Web Cloud Service: Billable Sessions
Note: Sessions are sold in blocks of 100
Tier 1 Sessions Monthly
Tier 2 Sessions Monthly
Tier 1 Sessions Service Period Pool
Tier 2 Sessions Service Period Pool
Product
GBP
Oracle RightNow Web Cloud Service: Billable Sessions
Note: Sessions are sold in blocks of 100
Tier 1 Sessions Monthly
Tier 2 Sessions Monthly
Tier 1 Sessions Service Period Pool
Tier 2 Sessions Service Period Pool
RightNow Preferred Customer Care Package (mandatory) - Charged at 18% of all licensed software.
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ON-BOARDING / OFF-BOARDING
Oracle support team will help customers with both on-boarding and off-boarding. Once a service has
been ordered the team will liaise with the customer in order to provision the required service.
Existing customer data can be imported into the Oracle RightNow CX service in a number of ways,
including via standard format spreadheets and API integrations. Oracle RightNow CX additionally offers
Professional Consulting services to assist customers with data imports.
Currently, within 30 days of the end of the contract Oracle RightNow CX will provide to customer a data
export of customer's data in CSV format via encrypted transfer or encrypted media, at customer's
option. Currently, within 60 days after termination of the contract Oracle RightNow CX will securely
erase customer's data and/or securely destroy any customer-specific media. These processes are subject
to change at Oracle RightNow CX's sole discretion.
On-Boarding and Off-Boarding are tasks that are supported by the Oracle Professional Services team and
a separate contract and additional fees will apply.
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SERVICE MANAGEMENT
Further Service Management details can be found using the following link:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
This link will provide the necessary description for the support packages offered.
(Links subject to Change)
Please note:
(1) additional support documentation is found within the “support package” descriptions (via another
URL) which describes in more detail items such “Availability”, technical response time objectives,
service credit payments, etc.; and
(2) the additional link as described above is not working and will be provided at a later stage.
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SERVICE CONSTRAINTS (E.G. MAINTENANCE WINDOWS,
LEVEL OF CUSTOMISATION PERMITTED, SCHEDULE FOR DEPRECATION
OF FUNCTIONALITY/FEATURES ETC.)
Further Service Management details can be found using the following link:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
This link will provide the necessary description for the support packages offered.
(Links subject to Change)
Please note that:
(1) maintenance windows are described at a high level in the URL within the support package;
(2) The descriptions found in this link do not address level of customizations other than Oracle’s
support of customization in the support packages;
(3) level of depreciation is not applicable to the subscription services being offered.
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SERVICE LEVELS (E.G. PERFORMANCE, AVAILABILITY,
SUPPORT HOURS, SEVERITY DEFINITIONS ETC.)
Further Service Management details can be found using the following link:
http://www.oracle.com/us/corporate/contracts/cloud-services/index.html
This link will provide the necessary description for the support packages offered.
(Links subject to Change)
The items described in the heading above are described at in the URL within the support package
offerings.
Please note:
(1) performance will be considered availability; we do not warrant for a fitness for particular purpose (i.e.
performance of product for a return on investment, etc.);
(2) support response times are only objectives and vary depending upon support package purchased;
and
(3) severity definitions are defined.
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FINANCIAL RECOMPENSE MODEL FOR NOT
MEETING SERVICE LEVELS
“Oracle warrants that it will perform (i) the cloud services in all material respects as described in the
service specifications, and (ii) professional services in a professional manner consistent with industry
standards. If the cloud services provided to you were not performed as warranted, you must promptly
provide written notice to Oracle that that describes the deficiency in the services (including the service
request number notifying Oracle of the deficiency in the services).
ORACLE DOES NOT GUARANTEE THAT (A) THE SERVICES WILL BE PERFORMED ERROR-FREE
OR UNINTERRUPTED, OR THAT ORACLE WILL CORRECT ALL SERVICES ERRORS, (B) THE
SERVICES WILL OPERATE IN COMBINATION WITH YOUR CONTENT OR YOUR APPLICATIONS,
OR WITH ANY OTHER HARDWARE, SOFTWARE, SYSTEMS OR DATA NOT PROVIDED BY
ORACLE, AND (C) THE SERVICES WILL MEET YOUR REQUIREMENTS, SPECIFICATIONS OR
EXPECTATIONS. YOU ACKNOWLEDGE THAT ORACLE DOES NOT CONTROL THE TRANSFER OF
DATA OVER COMMUNICATIONS FACILITIES, INCLUDING THE INTERNET, AND THAT THE
SERVICES MAY BE SUBJECT TO LIMITATIONS, DELAYS, AND OTHER PROBLEMS INHERENT IN
THE USE OF SUCH COMMUNICATIONS FACILITIES. ORACLE IS NOT RESPONSIBLE FOR ANY
DELAYS, DELIVERY FAILURES, OR OTHER DAMAGE RESULTING FROM SUCH PROBLEMS.
ORACLE IS NOT RESPONSIBLE FOR ANY ISSUES RELATED TO THE PERFORMANCE,
OPERATION OR SECURITY OF THE SERVICES THAT ORIGINATE FROM YOUR CONTENT, YOUR
APPLICATIONS OR THIRD PARTY CONTENT.
FOR ANY BREACH OF THE WARRANTY FOR CLOUD SERVICES, YOUR EXCLUSIVE REMEDY AND
ORACLE’S ENTIRE LIABILITY SHALL BE THE CORRECTION OF THE DEFICIENT CLOUD SERVICES
THAT CAUSED THE BREACH OF WARRANTY, OR, IF ORACLE CANNOT SUBSTANTIALLY
CORRECT THE BREACH IN A COMMERCIALLY REASONABLE MANNER, YOU MAY TERMINATE
THE APPLICABLE ORDER IN ACCORDANCE WITH SECTION 7 OF THIS AGREEMENT AND
ORACLE WILL REFUND TO YOU ALL FEES PRE-PAID TO ORACLE UNDER SUCH ORDER FOR
UNUSED CLOUD SERVICES. HOWEVER, IF THE SERVICE SPECIFICATIONS OF YOUR ORDER
DEFINE A PARTICULAR SERVICE LEVEL WITH AN ASSOCIATED SERVICES FEE CREDIT, AND IF
ORACLE FAILS TO MEET SUCH SERVICE LEVEL, THEN ORACLE WILL REMIT A SERVICES FEE
CREDIT TO YOU CALCULATED IN ACCORDANCE WITH THE APPLICABLE SERVICE LEVEL. THE
CREDIT WILL BE PROVIDED ONLY TOWARDS ANY OUTSTANDING BALANCE FOR CLOUD
SERVICES OWED TO ORACLE, AND THE REMITTANCE OF SUCH CREDIT WILL REPRESENT
YOUR EXCLUSIVE REMEDY, AND ORACLE’S SOLE LIABILITY, FOR ANY MISSED SERVICE LEVEL.
FOR ANY BREACH OF THE WARRANTY FOR PROFESSIONAL SERVICES, YOUR EXCLUSIVE
REMEDY AND ORACLE’S ENTIRE LIABILITY SHALL BE THE RE-PERFORMANCE OF THE
DEFICIENT PROFESSIONAL SERVICES, OR, IF ORACLE CANNOT SUBSTANTIALLY CORRECT THE
DEFICIENT PROFESSIONAL SERVICES IN A COMMERCIALLY REASONABLE MANNER, YOU MAY
END THE RELEVANT SERVICES IN ACCORDANCE WITH SECTION 7 OF THIS AGREEMENT AND
RECOVER THE FEES YOU PAID TO ORACLE FOR THE DEFICIENT SERVICES.
TO THE EXTENT NOT PROHIBITED BY LAW, THESE WARRANTIES ARE EXCLUSIVE AND THERE
ARE NO OTHER EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS INCLUDING FOR
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HARDWARE, SYSTEMS, NETWORKS OR ENVIRONMENTS OR FOR MERCHANTABILITY,
SATISFACTORY QUALITY AND FITNESS FOR A PARTICULAR PURPOSE.
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TRAINING AND CONSULTING SERVICES
Oracle offers professional services, including services related to implementation and optimisation of the Fusion HCM Cloud
Services, change management and business practice optimisation, and education and training. Such professional services are
typically purchased via a mutually executed order for services, following scoping and requirements gathering. The Framework used
is not a rigid approach; instead its flexibility allows us together to create a unique roadmap, based on experience and leading
practice that maximizes your technology assets and delivers the greatest return on IT investment. Read more here:
http://www.oracle.com/us/products/consulting/cloud-computing-services/index.html. When it comes to learning, one size does not fit
all. Geared toward diverse customer environments and job roles, we provide learning options that support the technical and nontechnical user, the HR Manager or Administrator, the Employee, and Managers in the field. We give you the choices you need to put
the right programs in place for your team at the right time. Please contact us to discuss your Implementation and Training
requirements.
This training shall be at an additional cost and subject to separate Terms &Conditions and an ordering document.
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ORDERING AND INVOICE PROCESSING
Please follow the following steps to order your Oracle RightNow solution:
Step 1 – Contact the Oracle Account Manager detailed above
Step 2 – They will arrange to scope and price a solution
Step 3 – They will arrange to present you with an ordering document for signature
Step 4 – On receipt of the signed ordering document and Purchase Order
Step 5 - Oracle Account Manager will arrange to provision the Oracle RightNow environment
Step 6 – Oracle will produce an invoice quarterly in arrears within two working days of the quarter
end
Step 7 – Customer will settle the invoice within thirty days of the invoice date
Minimum and Maximum Terms
A minimum term of 12 months is offered
A maximum term of 24 month is offered
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TERMINATION TERMS
In relation to any termination for convenience in the first year of a two-year Call-Off Agreement a
termination fee will be payable equal to the unpaid fees which would have been payable had the Call-Off
Agreement continued until the end of the first year; no refund of any already-paid fees for the first year
shall be due. In relation to any termination for convenience in the second year of a two-year Call-Off
Agreement a termination fee will be payable equal to the unpaid fees which would have been payable had
the Call-Off Agreement continued until the end of the second year; no refund of any already-paid fees for
the first year shall be due. For a one-year Call-Off Agreement written notice of 12 months shall be
required in order to terminate for convenience.
Termination Fees
The following terminations fees for termination for convenience will apply:

Terminate after year one with 30 days notice

For a two year term can terminate at any time within first year but they will have to pay for the full first
year

Termination in the second year of a two year term will require them to pay for the remainder of the
second year term.
Please reference the following document “Oracle Public Cloud Service Termination Policy” at:
https://support.oracle.com/epmos/faces/DocumentDisplay?_afrLoop=125727748260356&id=870963.5
&_afrWindowMode=0&_adf.ctrl-state=m5w3sp583_13
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DATA RESTORATION / SERVICE MIGRATION
Please follow the link to Oracle Public Cloud Business Continuity including Disaster Recovery
Service Policy:
https://support.oracle.com/epmos/faces/DocumentDisplay?_afrLoop=125727748260356&id=870963.5
&_afrWindowMode=0&_adf.ctrl-state=m5w3sp583_13
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CONSUMER RESPONSIBILITIES
Customers / subscribers will provide Oracle with access to relevant functional, technical and business
resources with adequate skills and knowledge to support the performance of services. Customers /
subscribers are responsible for ensuring that users comply with the terms referenced in these Services
Policies, the agreement and the ordering document; and shall be responsible for any breach or deficient
performance by any user of such terms. Oracle is not responsible for the customers / subscribers
network connections or for conditions or problems arising from or related to the customers / subscribers
network connections (e.g., bandwidth issues, excessive latency, network outages), or caused by the
Internet. Oracle’s performance of its obligations under these Services Policies, the agreement and
ordering document is dependent on the customers / subscribers timely provision of assistance,
cooperation, and complete and accurate information from the customers / subscribers officers, agents
and employees.
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TECHNICAL REQUIREMENTS
The following link gives up to date information on technical requirements for Oracle RightNow:
https://cx.rightnow.com/app
(Link subject to change)
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TRIAL SERVICES
No trial service is available for the RightNow solution
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