Oracle Corporation UK Limited
G-Cloud Services V
Oracle ERP Cloud
Service Definition
Primary Contact:
Secondary Contact:
Peter Lambton – Account Manager
Debbie Green – ERP Sales Director
Email: peter.lambton@oracle.com
Email: debbie.green@oracle.com
Phone: +44 7717 541344
Phone: +44 7887 897463
Address:
Oracle Corporation UK Ltd.
Oracle Parkway, Thames Valley Park
Reading, Berkshire RG6 1RA
Phone: 0118 924 0000
Fax: 0118 924 3000
17/03/2016
TABLE OF CONTENTS
Introduction ................................................................................................................................... 4
1.
Overview of the G-Cloud Service (functional, non functional) .............................................. 5
Oracle Fusion Financials Cloud Services ...................................................................................... 5
Fusion Financials Cloud Service ................................................................................................................... 5
Fusion Expenses Cloud Service .................................................................................................................... 6
Fusion Advanced Collections Cloud Service ................................................................................................. 6
Fusion Automated Invoice Processing Cloud Service & WebCenter Forms Recognition ............................ 7
Fusion Financial Reports Center Cloud Service............................................................................................ 7
Fusion Transactional Business Intelligence for Financials Cloud Service .................................................... 9
Oracle Fusion Procurement Cloud Services .................................................................................. 9
Fusion Purchasing Cloud Service ................................................................................................................. 9
Fusion Supplier Portal Cloud Service .......................................................................................................... 10
Fusion Sourcing Cloud Service ................................................................................................................... 10
Fusion Procurement Contracts Cloud Service ............................................................................................ 10
Fusion Self Service Procurement Cloud Service ........................................................................................ 11
Fusion Enterprise Contracts Management Base Cloud Service ................................................................. 12
Fusion Transactional Business Intelligence for Procurement Cloud Service .............................................. 12
Oracle Fusion Project Portfolio Management Cloud Services ...................................................... 12
Fusion Project Costing Cloud Service ......................................................................................................... 12
Fusion Project Control Cloud Service .......................................................................................................... 13
Fusion Project Billing Cloud Service ............................................................................................................ 13
Fusion Project Contracts Cloud Service ...................................................................................................... 14
Fusion Project Performance Reporting Cloud Service ................................................................................ 14
Fusion Project Management Cloud Service ................................................................................................ 15
Fusion Project Resource Management Cloud Service ................................................................................ 16
Fusion Task Management Cloud Service .................................................................................................... 17
Fusion Transactional Business Intelligence for Projects Cloud Service ..................................................... 17
Oracle Fusion Supply Chain Management Cloud Services .......................................................... 18
Fusion Inventory Management Cloud Service............................................................................................. 18
Fusion Product Hub Cloud Service ............................................................................................................. 18
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Information assurance ....................................................................................................... 20
Level of backup/restore and disaster recovery ................................................................... 22
On-boarding and Off-boarding processes/scope etc .......................................................... 23
Pricing ............................................................................................................................... 24
Service management details .............................................................................................. 27
Service constraints ............................................................................................................ 28
Service Levels ................................................................................................................... 29
Financial recompense model for not meeting service levels .............................................. 30
Training ............................................................................................................................. 31
Ordering and invoicing process ......................................................................................... 32
Termination terms .............................................................................................................. 33
Data restoration / service migration ................................................................................... 34
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14. Consumer responsibilities .................................................................................................. 35
15. Technical requirements ..................................................................................................... 36
16. Details of any trial service available ................................................................................... 37
17. Successful Lots ................................................................................................................. 38
Appendix 1 - Oracle - Terms & Conditions of Response .............................................................. 39
Appendix 2 - Oracle Cloud Hosting and Delivery Policies ............................................................ 40
Appendix 3 - Oracle Data Processing Agreement for Oracle Cloud Services .............................. 55
Appendix 4 - Oracle Cloud Services Agreement .......................................................................... 61
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INTRODUCTION
The Government Procurement Service on behalf of the G-Cloud Programme issued the fifth iteration for the
procurement of Cloud-based IT services – G-Cloud Services 5. Oracle ERP Cloud is pleased to respond to
the procurement invitation and this document will cover the Service Definition for the Oracle ERP Cloud.
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1. OVERVIEW OF THE G-CLOUD SERVICE
(FUNCTIONAL, NON FUNCTIONAL)
Overview of Oracle ERP G-Cloud Service
Oracle Enterprise Resource Planning (ERP) Applications Cloud Services are a cloud-based integrated
suite of modules. These modules can be deployed independently, in conjunction with other Oracle
Application Cloud ERP modules, or as part of an integrated suite with Oracle Fusion HCM and Oracle
Fusion CRM Cloud Services.
The Oracle Applications ERP Cloud Services suite consists of four families of products:

Oracle Fusion Financials Cloud Services

Oracle Fusion Procurement Cloud Services

Oracle Fusion Project Portfolio Management Cloud Services

Oracle Fusion Supply Chain Management Cloud Service
Below is a description of each of the Oracle Applications Cloud Services within scope of this Service
Definition:
Oracle Fusion Financials Cloud Services
Fusion Financials Cloud Service
Oracle Fusion Financials revolutionizes productivity and information access with native, real-time intelligence.
Oracle Fusion Financials is a complete financial management solution. It includes a broad suite of capabilities
including general ledger, accounts payable, accounts receivable, fixed assets, and cash management that all
sit on top of a 100% open, standards-based platform to help customers increase business agility and
standardize business processes.
Feature
Benefit

Gain real-time information to live financial data

Store large quantities of data that can be accessed quickly for
intuitive and immediate decision support

Quickly analyze data across multiple business dimensions,
complete with drilldowns across hierarchies and to the
underlying transactions
Simultaneous accounting of
multiple reporting requirements

Comply with global accounting standards and multiple
legislative, industry or geographic requirements
Role-based dashboards and
Work Areas across all Fusion

Automatically push work and transactions that require attention
to users from a central location
Unique reporting platform that is
natively built on top of a multidimensional data model
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
Immediately take action to resolve issues without having to
navigate to separate pages

Eliminate the need to run multiple queries or search for data;
users know exactly what they need to do the moment they log
on
Embedded transactional
intelligence

Complete transactions with greater accuracy and efficiency
with access to the most current information within the context
of the transactions
Extensive spreadsheet
integration across finance
functions

Save on training costs because users can work in a familiar
environment that is highly efficient

Increase productivity when handling large data volumes

Export results from transactional tables or reports to more
easily view large amounts of data for easier analysis

Instantly communicate with initiators or approvers with a single
click to send an instant message or email and obtain other
contact information, such as their location and phone number
Financial products
Embedded Collaboration
Fusion Expenses Cloud Service
Oracle Fusion Expenses, a component of Oracle Fusion Financials, is a robust travel and expense
solution that automates the management of travel spend and establishes policy-driven controls for
expense reimbursement. Increase employee productivity and satisfaction with multiple data entry
methods, such as spreadsheet templates, web-based templates, mobile device entry and approval, and
integration with corporate card transactions—all to expedite expense entry

Adapt to the always-on-the-go, mobile workforce with Fusion Mobile Expenses that allows you
to record expenses using smartphones. Capture photos of receipts or use voice capture to
record expenses to eliminate paper receipts tracking

Enforce enterprise-wide policies for travel expenses with proactive metrics, automated audits
and analysis of expense trends

Flexibly view expenses by management hierarchy, expense category, or policy violation types
and frequency to gain immediate visibility to the top spenders in your organization, complete
with drill downs so you can review detailed expense receipts and expense policy violations
Fusion Advanced Collections Cloud Service
A complete solution to improve cash flow, increase collection efficiencies, optimize customer relationships
and instill corporate and fiscal discipline Oracle Fusion Advanced Collections, a component of Oracle Fusion
Financials, allows you to collect more money faster and with less effort by providing all the information a
collector needs to manage delinquent customers.



Increase collectors' productivity with prioritized work lists and interactive work status that makes it
easy for collection agents to spend more time collecting and resolving account payment issues and
less time organizing their work
Gain complete visibility of customer information with summarized and detailed views of transactions,
correspondence, payments, disputes and adjustments, notes, and key contacts
Streamline customer payment disputes and adjustments with definable amount tolerances,
integration with Fusion Receivables for fast processing, and automatic notification of approved or
rejected requests
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
Speed customers' payment approvals and keep key stakeholders in the loop by sending dunning
notices automatically to multiple contacts
Fusion Automated Invoice Processing Cloud Service & WebCenter Forms
Recognition
Fusion Automated Invoice Processing and Fusion WebCenter Forms Recognition together support out-of-thebox invoice imaging integration. Supplier invoices can be scanned with intelligent document recognition and
then automatically routed to the appropriate finance personnel for faster completion, approval, and payment
processing. You can view the invoice image directly within Fusion Payables while creating an invoice – so it is
easy to complete the task quickly and accurately. Upon saving, the invoice images are automatically linked to
the invoice so you can easily view them throughout the invoice’s lifecycle, such as during approval and audit.
With the integrated imaging solution and optical character recognition (OCR) capabilities, you can make
invoice entry faster, reduce errors and help your company dramatically reduce invoice processing costs,
eliminating the need for costly third-party solutions.
Fusion Financial Reports Center Cloud Service
Oracle Fusion Financial Reports Center a component of Oracle Fusion Financials delivers a unique multidimensional reporting and analysis platform that provides real-time access to financial information. Users can
quickly report and analyze data from different perspectives from the same system that is used for operational
accounting.
Feature
Reporting Platform with
Embedded Multi-Dimensional
Data Model
Real-time Updates to MultiDimensional Balances
Self-Service Reporting
General Accounting Dashboard
Benefit

Store and organize large quantities of data in a very efficient
way that can be accessed and analyzed quickly for intuitive and
immediate decision support

Perform multi-dimensional analysis from the same system used
for operational accounting

Eliminate the need for a separate, costly data warehouse where
data is only as up-to-date as the last-time data was transferred

Always work with the most up-to-the-second data;
multidimensional balances are updated when transactions and
journals are posted

Ensure queries, reports, and analysis are extremely fast as
balances are pre-aggregated at every possible summarization
level

Eliminate the need for dual maintenance of chart of accounts;
whenever users create or modify chart of accounts and
hierarchies, the changes are automatically updated in the
corresponding cube

Get the right information when you need it

Securely distribute and access live or pre-published financial
reports from a central location

Reduce dependence on IT

Obtain comprehensive view across functional areas from a
central page (i.e., journals requiring attention, intercompany
transactions that are incomplete, account balances that have
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exceeded their thresholds, close status of subledgers and
ledgers, etc.)
Account Monitor
Account Inspector
Oracle Hyperion Financial
Reporting (FR)
Flexible Report Outputs and
Integration with MS Office
Oracle Hyperion Smart View
Allocation Engine and Wizard

Increase user productivity by reducing multiple searches and
the need to navigate to multiple pages

Track the status of self-monitoring processes to help you quickly
resolve exceptions, garner approvals and focus on analyzing
results

Continuously be alerted to sudden changes in account balances
based on thresholds you define so you can take corrective
action sooner

Quickly drill down through multiple levels of summarized
balances, view different perspectives of the balance, and even
drill back to the originating transaction to investigate the root
cause

Quickly perform ad hoc ledger queries, multi-dimensional
analysis, pivoting, and drill down--all within a web page

Make faster, more informed decisions; any changes made to
query criteria are instantaneously refreshed with the latest data

Manipulate and analyze data within a highly interactive user
experience

Create boardroom-ready financial statements using a robust,
easy-to-use report writer

Enrich the understanding of financial results by embedding
charts and graphs within reports

Analyse results in the output of your choice (HTML, PDF, MS
Office) and quickly change the output on-the-fly to address your
varying reporting needs

View the most up-to-date financial information by refreshing
report results directly from MS Office products (e.g., Excel,
PowerPoint, Word)

Expedite analysis by interactively slicing and dicing data and
drilling down to originating transactions within a spreadsheet
environment where accountants spend most of their time

Perform ad hoc balance queries without the need for IT
assistance

Analyse data from multiple data sources into the same
worksheet (i.e., report and query on data from not only Fusion
Financials, but also Oracle Essbase cubes and budget data
from Oracle Hyperion Planning)

Intuitively create complex allocation formulas with the graphical
allocation wizard that helps users step by step

Significantly improve performance by allocating pre-summarised
balances

Retain control and an audit trail
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Fusion Transactional Business Intelligence for Financials Cloud Service
Real-time Transactional Business Reporting
Fusion Transactional Business Intelligence for Financials is a real time, self service reporting solution for
Oracle Fusion Financial transactions. With Oracle Business Intelligence Enterprise Edition (Oracle BI EE) as
the standard Oracle query and reporting tool, business users are provided an easy-to-use interface to perform
current state analysis in Fusion Financials. In ad-hoc reports, business users can also easily drill on
predefined hierarchies, enable action links, compose a dashboard, schedule reports or export the data or
reports – all in real-time.

Real-time access to transactional data

Self-service reporting

Hundreds of business views to easily create ad hoc queries on transactional data

Consistent user experience providing identical tabular, graphical and visualization components

Drill downs to live transactions

Integration with Data Warehousing metadata
Feature
Benefit
Build Once, Share Everywhere

Build dashboards, graphs, or reports and share them with
identified users from a single information repository
Report from One place

Report on all of financial information from a single place
Finance Professionals or IT

Both IT and finance professionals maintain the ability to create,
modify or distribute reports
See It How you Want It

Whether a user prefers pie charts, funnels or pivot tables they
can choose how information is presented, graphically or tabular
Oracle Fusion Procurement Cloud Services
Fusion Purchasing Cloud Service
An integral part of Oracle Fusion Procurement, Oracle Fusion Purchasing provides the next generation
application for smarter procurement automation.
Oracle Fusion Purchasing enables you to automate purchasing transactions and provides a robust work area
for buying professionals to manage exceptions. You can execute routine transactions without manual
intervention, increase productivity, and enforce compliance at every step. You can leverage supplier and
agreement controls to automate purchase order creation from requisitions and communicate purchase orders
to suppliers. This allows you to spend less time processing paper and spend more time discovering and
exploiting new savings opportunities.
By enabling Centre Driven Procurement, Oracle Fusion Purchasing gives you the flexibility to centralize and
decentralize procurement activities based on business need. It enables you to balance the competing
objectives of scale and specialization while enforcing compliance with business policies.
Oracle Fusion Purchasing also enables you to protect business interests by enforcing negotiated pricing and
workflow approvals. It generates purchase orders that automatically use negotiated pricing and terms from
supplier agreements. And embedded order and agreement approval rules close compliance gaps while
simplifying exception management. So you can be confident that you are maximizing efficiency and getting
the right price without compliance gaps.
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Fusion Supplier Portal Cloud Service
Part of Oracle Fusion Procurement, Oracle Fusion Supplier Portal improves the way you interact and
collaborate with suppliers. This dynamic, secure solution provides superior supplier and performance
management. Oracle Fusion Supplier Portal enables smarter supplier interactions. It is a browser-based,
supplier self-service solution that brings a holistic approach to supplier management by removing
communication barriers between you and your suppliers.
Improve Supplier Communications with Oracle Fusion Supplier Portal, your suppliers gain access to a secure,
integrated work area that provides full visibility to transactions, offers closed loop collaboration, and enables
electronic invoicing. Instead of struggling with disparate systems, faxes, emails, or voice messages, suppliers
can access a secure work area that provides a complete summary of all transactions that require attention.
With just a few clicks, suppliers get the most current status of negotiations, agreements, purchase orders,
advance shipment notifications, and invoices. By providing instant access to the most current information -,
you can enable them to better serve your business.
Key benefits of Oracle Fusion Supplier Portal include





Improve communications with suppliers
Deliver best in class supplier collaboration
Easy supplier setup and support
Reduce errors and inquiries
Faster issue resolution
Fusion Sourcing Cloud Service
Part of Oracle Fusion Procurement, Oracle Fusion Sourcing provides for smarter negotiation by leveraging
negotiation best practices, driving strategic savings initiatives and achieving bottom-line results
Driving sustainable savings is a common goal of procurement organizations. To achieve this goal, you need
better tools to manage an increasing number of complex strategic sourcing initiatives. Oracle Fusion Sourcing
delivers the structure, tools and information you need to maximize the value of supplier negotiations. As part
of the integrated Oracle Fusion Procurement suite, you can negotiate enforceable agreements that comply
with policies and deliver realized savings.
Key Features of Oracle Fusion Sourcing include







Negotiation planning with sourcing calendar, recent activities and recommended actions
Guided negotiation creation with reusable negotiation styles and templates
Online supplier negotiations
Collaboration with key stakeholders
Consolidated view of sourcing activities for buyers and suppliers
Spreadsheet support for supplier responses and award analysis
Award analysis
Fusion Procurement Contracts Cloud Service
Part of Oracle Fusion Procurement, Oracle Fusion Procurement Contracts enables organisations to gain
complete visibility into agreements, shorten cycle-times, and manage contract compliance
Standardize Contract Processes
Oracle Fusion Procurement Contracts helps you create quality contracts faster and reduce risk with
consistent enterprise standards, policies that govern their use, and flexible tools. You can boost contract
quality by ensuring that your contract creators adhere to established contracting policies. You can use flexible
approval rules to ensure that every contract gets the right amount of review. Oracle Fusion Procurement
Contracts expedites the contracting process by automating these rules and policies, enabling your contract
authors and legal department to focus energy on higher-value and higher-risk areas while streamlining routine
agreements. Oracle Fusion Procurement Contracts allows you execute best practices consistently across all
of your contracting activity by establishing a library of standard contract terms and preapproved templates.
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Regional administrators can tailor standards for local regulations and translate them to a local language.
Templates also provide consistent style and layout. Completed contracts may be output in PDF, hardcopy, or
Microsoft Word format for consistent printing or email transmission.
Gain Complete Visibility to Contracts
Having visibility and staying on top of contract activity helps you maximize the value of negotiated
agreements. Oracle Fusion Procurement Contracts allows you to quickly find contracts and related
documents through structured search terms, free-text string searches, contract tags, as well as through
enterprise-wide search engines. In addition to tracking the legal contract document, you can connect to the
underlying purchasing agreement transaction in your execution system. This allows you complete visibility
both to the contract itself and to its usage activity.
Maximize Compliance and Reduce Contract Risk
You will undoubtedly encounter situations in the course of negotiating where you or the supplier needs to
change the terms. Oracle Fusion Procurement Contracts captures these updates easily in Microsoft Word
and, more importantly, recognizes them as requiring special attention during the review and approval process.
You can automatically add additional approvers and summarize the important deviations from standard policy.
Also track the deliverables and service level agreements captured in the contract the contract over its life,
ensuring you’re realizing the benefits you negotiated.
Fusion Self Service Procurement Cloud Service
Part of Oracle’s Fusion Procurement suite, Oracle Fusion Self Service Procurement provides a user-friendly
approach to managing employee requests for goods and services. Oracle Fusion Self Service Procurement
provides the best capabilities of an e-commerce web site with the tools to control spend.
This increases the level of satisfaction for your employees, reduces your support cost, and ensures the
highest level of compliance.
Broaden Self Service Adoption
Oracle Fusion Self Service Procurement delivers a friendly user experience that is similar to the best
consumer web sites. With little or no training, employees can easily search, use shopping lists, browse
categories, and find what they need. This means that for most use cases, there’s less for employees to learn
and fewer barriers to success. You can also leverage advanced capabilities for instances where there are
requirements such as one-time delivery, accounting splits and project accounting. Fusion Self Service
Procurement’s user experience and embedded training changes the dynamics of user acceptance. Ultimately
this has a major impact on user satisfaction, which helps drive broader adoption, compliance, and savings.
Motivate Good Choices
Oracle Fusion Self Service Procurement features embedded Oracle Procurement and Spend Analytics in the
context of self-service requisitioning. This gives employees visibility into the quality and performance of
approved alternatives at the time of purchase. For example, information on item popularity and lead-times can
help users make selections with the highest satisfaction and lowest cost. Likewise, embedded analytics
improve visibility to help avoid expediting costs, returns, and provide motivation for improved supplier
performance. Catalogues can be partitioned based on item category, browser category, and agreement;
ensuring that the best prices and preferred suppliers are easy to find. By providing requestors with the data
needed to make informed buying decisions, Oracle Fusion Self Service Procurement motivates users to make
smarter choices.
Enforce Negotiated Terms and Policy Compliance
Oracle Fusion Self Service Procurement helps you enforce compliance with negotiated terms and approval
policies. Catalogue management tools help improve compliance with supplier agreements by directing users
to preferred suppliers and negotiated prices. Flexible rules can be used to simplify financial accounting using
attributes such as amount, commodity and cost centre. Approval workflow rules help enforce controls, close
compliance gaps, and simplify exception management. With Oracle Fusion Self Service Procurement, the
savings you negotiate with suppliers consistently reach your bottom line
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Fusion Enterprise Contracts Management Base Cloud Service
Fusion Enterprise Contracts Management Base provides a foundation solution for managing sales,
procurement, projects and other contracts. It is a comprehensive offering for standardiing corporate contract
policies, improving internal controls, and complying with all contractual obligations and regulatory
requirements Oracle Fusion Enterprise Contracts Cloud Base enables you to create legal clauses and
templates for both “Buy” and “Sell type contracts. It allows you to create contracts with item lines or without
item lines
This service underpins both Fusion Procurement Contracts Cloud Service and also Fusion Project Contracts
cloud service
Fusion Transactional Business Intelligence for Procurement Cloud Service
Real-time Transactional Business Reporting
Fusion Transactional Business Intelligence for Procurement is a real time, self service reporting solution for
Oracle Fusion Procurement transactions. With Oracle Business Intelligence Enterprise Edition (Oracle BI EE)
as the standard Oracle query and reporting tool, business users are provided an easy-to-use interface to
perform current state analysis in Fusion Procurement. In ad-hoc reports, business users can also easily drill
on predefined hierarchies, enable action links, compose a dashboard, schedule reports or export the data or
reports – all in real-time.

Real-time access to transactional data

Self-service reporting

Hundreds of business views to easily create ad hoc queries on transactional data

Consistent user experience providing identical tabular, graphical and visualization components

Drill downs to live transactions

Integration with Data Warehousing metadata
Feature
Benefit
Build Once, Share Everywhere

Build dashboards, graphs, or reports and share them with
identified users from a single information repository
Report from One place

Report on all of procurement information from a single place
Procurement Professionals or
IT

Both IT and procurement professionals maintain the ability to
create, modify or distribute reports
See It How you Want It

Whether a user prefers pie charts, funnels or pivot tables they
can choose how information is presented, graphically or tabular
Oracle Fusion Project Portfolio Management Cloud Services
Fusion Project Costing Cloud Service
Part of Oracle Fusion Project Portfolio management Fusion Project Costing provides a One-stop Cost
Processing solutionfor the project environment.
Managing project costs is an administrative burden. Oracle Fusion Project Costing relieves the stress with an
integrated solution delivering highly automated and streamlined project costing processes. Project-centric
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organizations can capture and account for project costs and commitments across Fusion applications and
third party integrations for standardized cost collection processes.
Standardized Project Cost Capture
Fusion Project Cost Collection Center delivers a common standard for project cost collection across all
applications, through a consistent user interface for collecting costs across other Fusion and third party
applications, which is easily configurable by end-users to meet business needs. Whether capturing costs for
purchase requisitions, purchase orders, expense reports or supplier invoices, the cost capture elements are
defined consistently across applications, while providing the flexibility to support the needs of each individual
document type, for example whether costs captured may be billable or capitalisable.
Fusion Project Costing allows project accountants to work the way they like to work and is optimized for their
needs. Integration with Microsoft Excel provides a familiar interface for capturing project costs with a smooth
integration and data transfer to Oracle Fusion Project Costing, or project costs can be automatically imported
from third-party systems. Out-of-the-box delivered integration with Microsoft Project supports the pushing of
actual costs collected in Fusion Project Costing to the project plan in Microsoft Project. Business userconfigured rules control and regulate the types of expenditure which can be charged against a project task
and are easily managed using optimized user interfaces. Additionally, cost rate schedules for both labour and
non-labour resources can be easily maintained through a single simple user interface.
In Summary





Gain faster visibility into validated project costs
Lower enterprise integration costs
Close the books faster
Reduce time spent on identification and resolution of cost transaction processing errors
Import, validate, price and burden transactions simultaneously
Fusion Project Control Cloud Service
Part of Oracle Fusion Project Portfolio Management, Oracle Fusion Project Control takes a user-oriented
approach to the critical activity of managing the financial and budgeting aspects of projects, leveraging the
strengths of an intuitive interface to provide simplified planning and budgeting for superior financial control. It
forms the core of the project lifecycle, supporting efficient project initiation, while delivering full-function project
planning, progress management, budgeting and forecasting, along with out-of-the-box integration to Microsoft
Project.
Oracle Fusion Project Control delivers highly automated planning and financial control processes with a focus
on ease of use and guided activities, while providing full-function capabilities.
Rapid and efficient project creation and development ensures the project team “hits the ground running” with
repeatability and accuracy supported by leveraging standards and templates. The administrative burden of
managing project budgets and forecasts is eased through guided processes and a simplified user interface
that shields users from the complexity of the project financial planning process. Lastly, the project progress
and forecasting cycles are designed to facilitate and encourage early corrective action to ensure that any
underlying issues are quickly remedied.
In summary




Gain visibility and control over project resources and costs
Drive faster project plan development and handover
Ease administrative burden of managing project budgets and forecasts
Facilitate early corrective action
Fusion Project Billing Cloud Service
Part of Oracle Fusion Project Portfolio management Fusion Project Billing allows faster customer billing and
rapid project revenue recognition.
Bill Customers Faster and Recognize Revenue Sooner
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Too often project managers find that the definition and execution of their project is constrained by inflexible
billing systems that place rigid constraints on the allocation of project funding. Oracle Fusion Project Billing
provides an innovative solution allowing faster customer billing and rapid project revenue recognition.
Recognise Project Contract Revenue Accurately
Revenue recognition compliance is critical to project-centric businesses, and project contract revenue can be
recognised as needed in line with financial accounting regulations, independently of how customers are billed.
Project contract revenue is generated automatically for the scope of work according to the contract terms,
whether it’s external, inter-project or intercompany revenue.
Real-time business intelligence enables graphical comparison of planned and actual revenue by contract and
by project, as well as analysis of revenue trends, allowing project accountants to quickly drill down to the
transactions to investigate any discrepancies. At any point in the billing and revenue processes, key
information about related contracts and projects are immediately available.
In Summary



Lower invoice processing costs and release invoices more quickly
Reduce amount of billable project expenses that go unbilled
Lower invoice error rate
Fusion Project Contracts Cloud Service
Part of Oracle Fusion Project Portfolio management Fusion Project Contracts maintain flexible project and
contract relationships.
Oracle Fusion Project Contracts allows for compliance with customer contract terms and conditions, allowing
faster customer billing and rapid project revenue recognition.
Bill Customers Faster and Recognize Revenue Sooner
By establishing the customer contract billing structure independently of project planning and execution, costs
and revenue can be managed through the project while enforcing contractual compliance for billing purposes.
By associating any project or task to any contract or line, customer billing terms and conditions can be
managed in the contract, giving the freedom to plan and execute project work independently using preferred
project management processes, while still using project costs and progress as input into the billing process.
Ensure Compliance for Project Contracts
Billing controls enforced by the contract ensure that billing is maximized but within the terms and conditions
agreed with the customer. Contract administrators can establish hard and soft limits at contract and contract
line levels to control what and how much is billed to a customer. Contract limits and consumption status are
highlighted for the project billing specialists and accountants as customer invoices are created and revenue is
generated. Revenue can be recognized or invoices created regardless of whether or not project costs have
been accounted. Any part of an active customer contract can be amended with a date when the changes
become effective, either in the future or retroactively. If a contract amendment is effective on a retroactive
basis and affects prior transactions, for example with a billing rate change, transactions are automatically
adjusted to reflect the new contract terms.
Fusion Project Performance Reporting Cloud Service
Part of Oracle Fusion Project Portfolio management Fusion Project Performance Reporting provides the right
data at the right time for project managers
Fusion Project Performance Reporting offers real-time information access that delivers accurate and timely
operational insight into the health of a set of projects through a graphical and configurable role-based
dashboard.
Users can oversee and compare key performance indicators (KPIs) side-by-side across multiple projects to
focus on projects that require immediate attention. Comparison of current and past project performance is
easy through historical KPI trends, which highlight improvements or degradation in performance and bring to
attention projects with ongoing or escalating issues, along with any trends you need to be aware of. Out-ofthe-box graphical charts and analytics lets users carry out comparisons and variance analyses of budget to
Oracle Service Definition for Oracle ERP Cloud
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forecasts, non-billable costs, labour effort, margin, costs and revenue to quickly spot anomalies for any
project. By focusing on exceptions, project managers are freed up to focus on more strategic work.
An intuitive user interface, with single-click action designed for quick access to key information about each
project, including project progress, related contracts or underlying KPI details. Without leaving the dashboard,
users can quickly drill to the originating project transactions and even take corrective action.
Innovative Project Reporting Platform Delivers Real-Time Results
Oracle Fusion Project Performance Reporting delivers a unique multi-dimensional project reporting platform–
embedded inside Fusion PPM and leveraging Oracle Essbase for industry-leading online analytical
processing, to provide specialized analytics for the project manager. This platform provides rapid and flexible
analysis capabilities on project performance information, based on live project transaction data, with the
benefits of a single source of truth and full project transparency, for informed business decisions.
Self-Monitoring Projects Alert you to Exceptions
With Fusion Project Performance Reporting, users are proactively notified of potential project issues without
having to hunt for information. Projects are managed by exception, allowing managers to focus on what
matters.
Fusion Project Management Cloud Service
Part of Oracle Fusion Project Portfolio Management, Oracle Fusion Project Management extends planning
and scheduling to the “occasional” project manager; to those who manage projects infrequently and not as
their primary role. No longer is planning a specialized skill, only performed by experienced personnel, as more
and more people are given projects to manage. Not all planning and scheduling solutions have kept up with
this evolution.
Planning Made Easy
Managing projects is often a secondary responsibility, undertaken when needed. For these part-time project
managers, scheduling a project can be confusing and inefficient; it is hard to quickly enter tasks where the
detail is not fully known, tasks move unexpectedly, and scheduling tasks both manually and automatically is
not easy, requiring too many steps. Fusion Project Management Cloud Service addresses these problems by
offering scheduling capabilities in an interactive Gantt while hiding the complexity seen in many planning
tools.
Tasks can be easily created with minimal data, for example starting only with a task name and adding effort,
dates, and dependencies later. Simply entering a start or finish date holds the task where it is placed unless it
becomes dependent on other work, in which case just link it to another task to schedule it; no additional steps
are needed and no longer do tasks seemingly move at random.
Feature
Benefit
Plan all projects from simple to
complex

Build dashboards, graphs, or reports and share them with
identified users from a single information repository
Plan & schedule work in an
interactive Gantt, dragging and
dropping to create
dependencies

Simplify project planning for all participants
Request project resources and
assign work incorporating
additional work identified by
team members

Collaborate with your team to quickly develop the plan

Accelerate development of project plan
Schedule using dependencies,
leads and lags, constraint dates

Monitor progress and review plan changes
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Exception-based progress and
thresholds, raising and tracking
project issues.

Manage and control project issues
View project status anywhere

Adopt an agile project management approach
Fusion Project Resource Management Cloud Service
Part of Oracle Fusion Project Portfolio Management, Oracle Fusion Project Resource Management enables
organisations to optimize the allocation and utilization of their most precious resource: their people. Innovative
and intuitive tools let resource managers and project managers ensure that the best-fit resource is identified
and placed on each and every project assignment, to the benefit of the organization, the project resource, and
the end customer, whether it be for internal or external billable projects. Highly visual, real-time dashboards
allow resource managers and executives to monitor resource-related metrics at every level of the
organization, and take action to maximize utilization by allocating unassigned resources promptly and
effectively.
Use the Right Resources on the Right Projects
To help resource managers staff each project assignment with exactly the right resource, Fusion Project
Resource Management delivers an industry-leading user experience with powerful search tools to match
resource demand against the skill profiles and calendars of project resources, drawing from resource pools
which can extend beyond the employee workforce to include contingent labour from outside the organization.
Users can browse and explore project resources using a familiar search user interface consistent with today’s
e-commerce web sites. Search scores factor in a candidate’s skills and qualifications, including desired
proficiency levels, and their available capacity, which considers non-project time such as vacation or training
as well as existing project commitments.
Feature
Benefit
Find the right resources for
project work based on skills and
availability with easy-to-use
search capabilities including
keyword matches

Optimise deployment of project resources

Maximize resource utilisation for reduced costs and increased
revenue
Shortlist preferred candidates
and compare them side-by-side

Single source of truth with global repository of resource profiles
and skills

Increase productivity through next-generation user interface
Actionable dashboards to
monitor performance and meet
utilisation targets

Improve project delivery success

Increase employee and customer satisfaction
Gantt view of availability
includes project assignments
and other commitments

Know, grow and retain your project talent

Oracle Service Definition for Oracle ERP Cloud
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Fusion Task Management Cloud Service
Part of Oracle Project Portfolio Management, Oracle Fusion Task Management lets organizations manage all
work in a consolidated place. Team members, challenged by the quantity of tasks they own, no longer have to
track administrative and project work in different places since all tasks are managed and progressed in a
single view. Project management is now extended to team members; to the people who do most of the work
on the project and yet whose project needs have generally been overlooked.
Collaborate on Work
With Fusion Task Management, sharing work with others is simple; add followers, re-assign tasks or add
tasks for consideration by other team members and the project manager. It is easy to monitor the progress of
the work since you are automatically assigned a participant role for any tasks you assign to others.
Manage all your work
Fusion Task Management provides consolidated task management: Team members see the work they own
or follow and can filter tasks by their priority, by the projects they are working on, and by dates; knowing what
is due today, in the next 5 days, or upcoming. And, since they can manage all their work in one place, team
members can focus on what’s important rather than urgent; avoiding the distraction of that latest email.
Real-time Progress
Fusion Task Management provides easy and intuitive real-time progressing; team members simply progress
tasks with a single click as the work progresses, either marking them as started or finished, providing
immediate insight into their progress.
Team members using the collaboration capabilities as an integral part of their work output are more likely to
progress their work in real-time; taking an administration burden off the project manager, providing a more
accurate and up-to-date project status and offering more effective project management.
Fusion Transactional Business Intelligence for Projects Cloud Service
Real-time Transactional Business Reporting
Fusion Transactional Business Intelligence for Projects is a real time, self service reporting solution for Oracle
Fusion Projects transactions. With Oracle Business Intelligence Enterprise Edition (Oracle BI EE) as the
standard Oracle query and reporting tool, business users are provided an easy-to-use interface to perform
current state analysis in Fusion Projects. In ad-hoc reports, business users can also easily drill on predefined
hierarchies, enable action links, compose a dashboard, schedule reports or export the data or reports – all in
real-time.

Real-time access to transactional data

Self-service reporting

Hundreds of business views to easily create ad hoc queries on transactional data

Consistent user experience providing identical tabular, graphical and visualization components

Drill downs to live transactions

Integration with Data Warehousing metadata
Feature
Benefit
Build Once, Share Everywhere

Build dashboards, graphs, or reports and share them with
identified users from a single information repository
Report from One place

Report on all of project information from a single place
Oracle Service Definition for Oracle ERP Cloud
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Projects Professionals or IT

Both IT and projects professionals maintain the ability to create,
modify or distribute reports
See It How you Want It

Whether a user prefers pie charts, funnels or pivot tables they
can choose how information is presented, graphically or tabular
Oracle Fusion Supply Chain Management Cloud Services
Fusion Inventory Management Cloud Service
Oracle Fusion Inventory Management offers a complete materials management solution that enables
companies to successfully manage the inbound flow of goods, inventory storage management and outbound
order fulfillment. This ensures that the flow of material is optimised to meet customer demand in a costeffective manner. The advanced Cost Management capabilities allow cost professionals to capture, track, and
analyze costs associated with inventory items as they move through the supply chain.
Complete Inventory and Cost Management Solution
Oracle Fusion Inventory offers an integrated inventory and cost management suite that is designed to
automate, streamline, and control inventory and cost processes end-to-end without expensive hardware and
system management overhead costs.
Proactively Monitor Warehouse Operations
Oracle Fusion Inventory, brings pending work to the forefront, guiding managers and operators through the
system based on their roles and responsibilities as well as the outstanding workload.
Oracle Fusion Inventory provides warehouse managers with native embedded analytics that allow them to
track and resolve potential problems in the warehouse.
Oracle Fusion Inventory provides a single and common view of outbound shipping, picking, and inbound
receiving. Warehouse managers can quickly see problem areas, drill down into the details, and resolve
issues. Managers can compare metrics from the current-period with the prior-period to gauge whether
problems exist.
Comprehensive Materials Management Visibility and Control
Oracle Fusion Inventory helps organization’s ensure that material is effectively managed from receipt through
the point of consumption, in order to meet customer demand.
Oracle Fusion Inventory streamlines the flow of inbound material by providing centralized, proactive
monitoring mechanisms that efficiently manage both expected receipts and received lines by supplier &
document type. Users are guided through essential receiving, inspection and put-away tasks ensuring
receipts are processed quickly and easily, and exceptions are promptly identified and resolved. Seamless
communication with trading partners provides easy management of receipt advices and receipt confirmations.
Fusion Inventory Management provides integrated inventory, replenishment and counting tasks in a central
inventory work area and simplifies review of inventory balances within and across inventory facilities. From
the centralized view of balances, users can easily see and manage different material statuses and lots and
serial numbers enabling proper stocking and handling of different types of materials. Additionally, users can
initiate issue, receipt and transfer of material within an organization and across organizations.
Fusion Product Hub Cloud Service
Oracle Fusion Product Hub allows organizations to take control of their product master data across their
entire portfolio of applications, both Oracle and non-Oracle. Oracle Fusion Product Hub collects product
information from heterogeneous systems, stores it in a centrally managed repository, consolidates, cleanses
and enriches the data, and then shares it across systems as well as with other internal and external parties.
The result is reduced maintenance, improved accuracy and faster new system and product introductions.
Oracle Service Definition for Oracle ERP Cloud
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Establish a Foundation for Rapid Innovation and Growth
Oracle Fusion Product Hub. Oracle Fusion Product Hub centralizes product information from heterogeneous
systems, creating a single yet extensible view of product information that can be leveraged within and beyond
the enterprise.
Consolidate and Enrich Critical Product Data
Oracle Fusion Product Hub provides multiple mechanisms for on-boarding product data including a rich set of
APIs, Web Services and Excel. Furthermore, CSV or XML files containing product data in supplier specific
formats can be on-boarded via a simple transformation map defined through an intuitive drag-and-drop
interface. Data stewards can also review product data, perform data quality checks and ensure data accuracy
prior to importing data into the hub.
In Fusion Product Hub, users can create and manage both structured and unstructured product information
such as specifications, features, product structures, images, documents, as well as establish business
relationships with other products or trading partner items. The extensible product data model, with associated
validations, allows customers to master their enterprise product data in the context of their unique business
needs, systems and a wide array of use-cases.
Feature
Benefit
Product consolidation via rich
APIs/Web Services, Excel, CSV,
XML and intuitive user interface

Cleanse, standardize, transform product data for multiple
languages
Data on-boarding and
publication of products and
catalogues.

Consolidate product information from multiple sources
Product definition and hierarchy
management, pre-defined and
user defined attributes, product
relationships, taxonomy

Unified administration and definition of products
Data discovery and access
through integrated product
dashboards, search, product
comparison, role based and
data level security

Disseminate accurate and up to date product information
internally and externally to operational systems and business
processes

Securely access and search product information across
enterprise
Enterprise integration using
publication services and SOA
based web services

Leverage standards based IT investment (SOA)
Oracle Service Definition for Oracle ERP Cloud
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2. INFORMATION ASSURANCE
1.
2.
3.
4.
5.
the Impact Level (IL) at which the G-Cloud Service is accredited to hold and process
information
which department granted this accreditation or pan-government accreditation.
If the G-Cloud Service is not currently accredited early state and also indicate the target
Impact Level (IL) at which you believe the G-Cloud Service is able to hold and process
information
whether you hold a suitably scoped ISO27001 certificate for this G-Cloud Service.
If this G-Cloud Service is not eligible for accreditation (i.e. IL0 services and most Lot 4
Specialist cloud services that do not include infrastructure, platform, or software) then
indicate the Impact Level (IL) for information which you believe the G-Cloud Service may be
used to process that information;
Oracle Applications Cloud Services are currently offered at IL0 from Oracle’s data centres in the UK with an
EEA DR/Backup.
Additional Information Assurance Information is as follows:
The Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information
IL0
Which department granted this accreditation or pan-government accreditation
N/A
If the G-Cloud Service is not currently accredited early state and also indicate the target Impact Level
(IL) at which you believe the G-Cloud Service is able to hold and process information
IL3
Whether you hold a suitably scoped ISO27001 certificate for this G-Cloud Service.
If this G-Cloud Service is not eligible for accreditation (i.e. IL0 services and most Lot 4 Specialist cloud
services that do not include infrastructure, platform, or software) then indicate the Impact Level (IL) for
information which you believe the G-Cloud Service may be used to process that information;
No but
pending
N/A
Oracle Cloud-SaaS Enterprise Hosting and Delivery Policies detail Oracle’s Policies with respect to:
1. Oracle Cloud Security Policy
2. Oracle Cloud System Resiliency Policy
3. Oracle Cloud Disaster Recovery Service Policy
4. Oracle Cloud Service Level Objective Policy
5. Oracle Cloud Change Management Policy
6. Oracle Cloud Support Policy
7. Oracle Cloud Suspension and Termination Policy
Full details of these can be found in the Oracle Cloud Enterprise Hosting and Delivery Policy that is contained
as Appendix 2 of this document. Section 1 of the Oracle Cloud Enterprise Hosting and Delivery Policy
provides an outline of the Security Policies that are in place within Oracle Applications Cloud Services.
In addition, all customer data is processed in accordance with Oracle’s Data Processing Agreement for Cloud
Services that is contained as Appendix 3 of this document. Section 9 of the Data Processing Agreement for
Oracle Cloud Services outlines the Technical and Organisational measures taken to ensure customer data
information is protected.
Further information can be obtained from your Oracle Account Representative at:
Oracle Service Definition for Oracle ERP Cloud
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08708 768301 or applications_gb@oracle.com
Oracle Service Definition for Oracle ERP Cloud
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3. LEVEL OF BACKUP/RESTORE AND DISASTER
RECOVERY
Details of the level of backup/restore and disaster recovery that will be provided;
Section 2 of the Oracle Cloud Enterprise Hosting and Delivery Policies contains details of Oracle’s Cloud
System Resiliency Policy in respect to the Oracle Application Cloud Services.
Section 3 of the Oracle Cloud Enterprise Hosting and Delivery Policies contains details of Oracle’s hosting
and backup/restore and Disaster recovery policies in respect to the Oracle Application Cloud Services.
The full Policy document is included as Appendix 2.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
Oracle Service Definition for Oracle ERP Cloud
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4. ON-BOARDING AND OFF-BOARDING
PROCESSES/SCOPE ETC
On-boarding and Off-boarding processes/scope etc.;
How can you start using Oracle Application Cloud Services?
To access Oracle Applications Cloud Services, all you need is an Internet connection and any Windows or
Mac system configuration capable of running a certified Web browser. For Oracle ERP Cloud Services a
“rapid start” implementation methodology has been developed. The methodology is based upon best practice
and expertise that has been refined through historic implementations and allows a customer / subscriber to
“go-live” more quickly, thus increasing the time to benefit and value.
On Boarding
The implementation will be performed on Oracle Application Cloud Service environments by domain
specialists; as part of the implementation on boarding, our experts will work with the customer / subscriber to
identify data migration objectives.
Some of the most common on boarding tasks include:

System design questionnaire completion by the customer / subscriber

System configuration based on results of questionnaire

System workshops to configure and educate key users

Scope and define one-time data conversion / data migration load

Scope and define any on-going system integrations (regularly scheduled automatic updates)

Rapid provisioning of instances (2 Environment instances are delivered – Production & Staging)
Off Boarding
Upon termination of the Oracle Applications Cloud Services the customer / subscriber:

Within 60 days can access a secure site to retrieve archive export file of data.

Can access relevant files, logs, config’ data etc extracted from service instances and placed in
archive site including:
o
Database data
o
Database metadata
o
Application files & scripts
o
BI metadata and reports
o
Document attachments
o
Identity Store Info from LDAP
o
Policy Store data from LDAP
o
Customer Specific Application Archives
Further information can be found in Section 7 of the Oracle Cloud Enterprise Hosting and Delivery Policies,
which can be found at Appendix 2 of this document.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
Oracle Service Definition for Oracle ERP Cloud
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5. PRICING
Oracle ERP Cloud Subscription Services Pricing
Oracle Fusion ERP Module
Oracle Fusion Financials Cloud Service
Fusion Financials Cloud Service
Fusion Expenses Cloud Service
Fusion Advanced Collections Cloud Service
Fusion Automated Invoice Processing & Forms Recognition Cloud Service
Fusion Financial Reports Center Cloud Service
Fusion Transactional Business Intelligence for Financials Cloud Service
Oracle Fusion Procurement Cloud Service
Fusion Purchasing Cloud Service
Fusion Supplier Portal Cloud Service
Fusion Sourcing Cloud Service
Fusion Procurement Contracts Cloud Service
Fusion Self Service Procurement Cloud Service
Fusion Enterprise Contracts Management Base Cloud Service
Fusion Transactional Business Intelligence for Procurement Cloud Service
Oracle Fusion Projects Financial Management Cloud Service
Fusion Project Costing Cloud Service
Fusion Project Billing Cloud Service
Fusion Project Contracts Cloud Service
Fusion Project Performance Reporting Cloud Service
Fusion Project Control Cloud Service
Fusion Project Management Cloud Service
Fusion Project Resource Management Cloud Service
Fusion Task Management Cloud Service
Fusion Transactional Business Intelligence for Projects Cloud Service
Oracle Fusion Supply Chain Management Cloud Service
Fusion Inventory Management Cloud Service
Fusion Product Hub Cloud Service
Oracle Service Definition for Oracle ERP Cloud
GCloud
Net Price
Per Metric
per Month
(£)
48.50
0.12
14.55
14.55
48.50
12.13
48.50
97.01
97.01
56.99
1.21
8.49
12.13
48.50
36.38
56.99
60.63
30.32
36.38
2.42
0.48
12.13
48.50
36.38
24
17/03/2016
General Notes on Pricing
Fusion ERP Module
Metric
Minimum
Prerequisites
Oracle Fusion Financials Cloud Service
Fusion Financials
Cloud Service
Hosted
Named
User
10
Fusion Expenses
Cloud Service
Hosted
Expenses
Report
1000
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Financials
Cloud Service and Fusion Financial Reports Center Cloud
Service.
Requires as a prerequisite Fusion Financials Cloud Service.
Fusion Advanced
Collections Cloud
Service
Hosted
Named
User
5
Requires as a prerequisite Fusion Financials Cloud Service.
Fusion Automated
Invoice Processing &
Forms Recognition
Cloud Service
Hosted
1,000
Records
10
Requires as a prerequisite Fusion Financials Cloud Service.
Fusion Financial
Reports Center
Cloud Service
Hosted
Named
User
10
Each user subscription of Fusion Financial Reports Center
Cloud Service requires a user subscription of Fusion
Financials Cloud Service.
Fusion Transactional
Business Intelligence
for Financials Cloud
Service
Hosted
Named
User
10
Each user subscription requires a user subscription of
Fusion Financials Cloud Service.
Oracle Fusion Procurement Cloud Service
Fusion Purchasing
Cloud Service
Hosted
Named
User
10
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Procurement
Cloud Service
Fusion Supplier
Portal Cloud Service
Hosted
Named
User
10
Requires as a prerequisite Fusion Purchasing Cloud
Service
Fusion Sourcing
Cloud Service
Hosted
Named
user
10
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Procurement
Cloud Service.
Fusion Procurement
Contracts Cloud
Service
Hosted
Named
User
10
Each user subscription requires a user subscription of
Fusion Enterprise Contracts Management Base Cloud
Service and Fusion Transactional Business Intelligence for
Procurement Cloud Service.
Fusion Self Service
Procurement Cloud
Service
Hosted
Named
User
1000
Requires as a prerequisite Fusion Purchasing Cloud
Service.
Fusion Enterprise
Contracts
Management Base
Cloud Service
Hosted
Named
User
10
Fusion Transactional
Business Intelligence
for Procurement
Cloud Service
Hosted
Named
User
10
Oracle Service Definition for Oracle ERP Cloud
Each user subscription requires a user subscription of one
of the following: Fusion Purchasing Cloud Service; Fusion
Sourcing Cloud Service; or Fusion Procurement Contracts
Cloud Service
25
17/03/2016
Oracle Fusion Projects Financial Management Cloud Service
Fusion Project
Costing Cloud
Service
Hosted
Named
User
10
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Project
Cloud Service
Fusion Project Billing
Cloud Service
Hosted
Named
User
10
Requires as a prerequisite Fusion Project Costing Cloud
Service. Each user subscription of Fusion Project Contracts
Cloud Service and Fusion Transactional Business
Intelligence for Projects Cloud Service.
Fusion Project
Contracts Cloud
Service
Hosted
Named
User
10
Each user subscription requires a user subscription of
Fusion Enterprise Contracts Management Base Cloud
Service. Requires as a prerequisite Fusion Project Billing
Cloud Service and Fusion Project Costing Cloud Service.
Fusion Project
Performance
Reporting Cloud
Service
Fusion Project
Control Cloud
Service
Hosted
Named
User
10
Hosted
Named
User
10
Requires as a prerequisite Fusion Costing Cloud Service.
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Projects
Cloud Service
Requires as a prerequisite Fusion Costing Cloud Service.
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Projects
Cloud Service
Fusion Project
Management Cloud
Service
Hosted
Named
User
10
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Projects
Cloud Service.
Fusion Project
Resource
Management Cloud
Service
Fusion Task
Management Cloud
Service
Hosted
Managed
Resource
50
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Projects
Cloud Service.
Hosted
Named
User
500
Fusion Transactional
Business Intelligence
for Projects Cloud
Service
Hosted
Named
User
10
Oracle Fusion Supply Chain Management Cloud Service
Fusion Inventory
Management Cloud
Service
Hosted
Named
User
10
Fusion Product Hub
Cloud Service
Hosted
1,000
Records
25
Oracle Service Definition for Oracle ERP Cloud
Each user subscription requires a user subscription of
Fusion Transactional Business Intelligence for Supply
Chain Management Cloud Service
26
6. SERVICE MANAGEMENT DETAILS
Service management details;
Section 4 of the Oracle Cloud Hosting and Delivery Policies contains details of Oracle’s Cloud Service
Level Objective Policy in respect to the Oracle Application Cloud Services.
Section 6 of the Oracle Cloud Hosting and Delivery Policies contains details of Oracle’s Cloud Support
Policy in respect to the Oracle Application Cloud Services.
The full Policy document is included as Appendix 2.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
17/03/2016
7. SERVICE CONSTRAINTS
Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for
deprecation of functionality/features etc.);
Section 5 of the Oracle Cloud Hosting and Delivery Policies contains details of Oracle’s Cloud Change
Management Policy in respect to the Oracle Application Cloud Services.
The full Policy document is included as Appendix 2.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
Oracle Service Definition for <Oracle ERP Cloud Service>
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8. SERVICE LEVELS
Service Levels (e.g. performance, availability, support hours, severity definitions etc.);
Section 4 of the Oracle Cloud Hosting and Delivery Policies contains details of Oracle’s Cloud Service
Level Objective Policy in respect to the Oracle Application Cloud Services.
The full Policy document is included as Appendix 2.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
Oracle Service Definition for <Oracle ERP Cloud Service>
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9. FINANCIAL RECOMPENSE MODEL FOR NOT
MEETING SERVICE LEVELS
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
HARDWARE, SYSTEMS, NETWORKS OR ENVIRONMENTS OR FOR MERCHANTABILITY,
SATISFACTORY QUALITY AND FITNESS FOR A PARTICULAR PURPOSE.
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10. TRAINING
Oracle University offers comprehensive and tailored training for all of Oracle Applications Cloud Services.
In addition, Oracle offers professional services, including services related to implementation and
optimisation of the Oracle Service 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. 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 non-technical user.
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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11. ORDERING AND INVOICING PROCESS
Please follow the following steps to order your Oracle Applications Cloud service.
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:

Oracle Account Manager will arrange to provision the Fusion ERP environment

Oracle will produce an invoice quarterly in arrears

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
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
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12. TERMINATION TERMS
By consumers (i.e. consumption); and
By the Supplier (removal of the G-Cloud Service);
Section 7 of the Oracle Cloud Hosting and Delivery Policies contains details in respect of Termination of
Cloud Services.
The full Policy document is included as Appendix 2.
Please note that 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 CallOff 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.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
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13. DATA RESTORATION / SERVICE MIGRATION
Data restoration / service migration;
Section 3 of the Oracle Cloud Hosting and Delivery Policies contains details in respect of Oracle Cloud
Disaster Recovery Service Policy.
The full Policy document is included as Appendix 2.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
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14. CONSUMER RESPONSIBILITIES
Section 5 and 6 of the Oracle Cloud Services Agreement contain details in respect of Service
Specifications and Use of the Services.
The full Oracle Cloud Services Agreement is included as Appendix 4.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
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15. TECHNICAL REQUIREMENTS
Technical requirements (service dependencies and detailed technical interfaces, e.g. client side
requirements, bandwidth/latency requirements etc.);
Section 1 of the Oracle Cloud Hosting and Delivery Policies contains details in respect of Oracle Cloud
Security Policy.
The full Policy document is included as Appendix 2.
Further information can be obtained from your Oracle Account Representative at:
08708 768301 or applications_gb@oracle.com
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16. DETAILS OF ANY TRIAL SERVICE AVAILABLE
No trial service is available for the Oracle ERP solution
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17. SUCCESSFUL LOTS
Oracle ERP Cloud Services were successful in LOT3 and LOT4
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APPENDIX 1 – NOT USED
Not used.
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APPENDIX 2 - ORACLE CLOUD HOSTING AND
DELIVERY POLICIES
Last Updated: December 1, 2013
Unless otherwise stated, these Oracle Cloud Hosting and Delivery Policies (the “Delivery Policies”¨)
describe the Oracle Cloud Services ordered by you. These Delivery Policies may reference other Oracle
Cloud Policy documents; any reference to "Customer" in these Delivery Policies or in such other policy
documents shall be deemed to refer to “you” as defined in the ordering document. Capitalized terms that
are not otherwise defined in this document shall have the meaning ascribed to them in the relevant Oracle
Agreement, ordering document or policy.
Overview and Table of Contents
The Cloud Services described herein are provided under the terms of the agreement, ordering document
and these Delivery Policies. Oracle’s delivery of the services is conditioned on you and your users’
compliance with your obligations and responsibilities defined in such documents and incorporated policies.
These Delivery Policies, and the documents referenced herein, are subject to change at Oracle's
discretion; however Oracle policy changes will not result in a material reduction in the level of performance
or availability of services provided during the Services Period.
Access
Oracle provides Cloud Services from Oracle owned or leased data center space. Oracle defines the
services’ network and systems architecture, hardware and software requirements. Oracle may access your
services environment to perform the Cloud Services including the provision of service support.
Hours of Operation
The Cloud Services are designed to be available 24 hours a day, 7 days a week, 365 days a year, except
during system maintenance periods and technology upgrades and as otherwise set forth in the agreement,
the ordering document and these Delivery Policies.
The Hosting and Delivery Policies include the following:
1. Oracle Cloud Security Policy
2. Oracle Cloud System Resiliency Policy
3. Oracle Cloud Disaster Recovery Service Policy
4. Oracle Cloud Service Level Objective Policy
5. Oracle Cloud Change Management Policy
6. Oracle Cloud Support Policy
7. Oracle Cloud Suspension and Termination Policy
1. Oracle Cloud Security Policy
1.1 User Encryption for External Connections
Customer access to the system is through the Internet. SSL encryption technology is available for Oracle
Cloud Service access. SSL connections are negotiated for at least 128 bit encryption or stronger. The
private key used to generate the cipher key is at least 2048 bits. SSL is implemented or configurable for all
web-based SSL certified programs deployed at Oracle. It is recommended that the latest available
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browsers certified for Oracle programs, which are compatible with higher cipher strengths and have
improved security, be utilized for connecting to web enabled programs. The list of certified browsers for
each version of Oracle programs can be found on the My Oracle Support portal. In some cases, a third
party site (such as Facebook) that Customer wishes to integrate with the Cloud Service may not accept an
encrypted connection. For Cloud Services where HTTP connections with the third party site are permitted
by Oracle, Oracle will enable such HTTP connections in addition to the HTTPS connection.
1.2 Segregation in Networks
Oracle’s regional data centers contain an isolated network environment used to deliver services to Oracle
Cloud customers. In each Cloud environment, networking technologies are deployed in a layered approach
designed to protect Customer data at the physical, data link, network, transport, and program level. Access
controls are multi-tiered, consisting of the network, system, database, and program layers. All access is
authorized on a "deny by default" base policy.
1.3 Network Access Control
Oracle Cloud operations teams access customer environments through a segregated network connection,
which is dedicated to environment access control and isolated from Oracle's internal corporate network
traffic. The dedicated network functions as a secure access gateway between support systems and target
program and database servers. Regional gateways are synchronized forming a fully meshed global array
designed to provide continuity of support operations in the event any one of the gateways were to fail.
Authentication, authorization, and accounting are implemented through standard security mechanisms
designed to ensure that only approved operations and support engineers have access to the systems.
Cryptographic controls are implemented to provide Cloud operations and support with secure, easily
configured access to target programs.
1.4 Network Bandwidth and Latency
Oracle is not responsible for Customer’s network connections or for conditions or problems arising from or
related to Customer’s network connections (e.g., bandwidth issues, excessive latency, network outages), or
caused by the Internet. Oracle monitors its own networks and will notify customers of any internal issues
that may impact availability.
1.5 Network Routing Control
1.5.1 Routers
Router controls implemented for Oracle Cloud provide the connection point between the Oracle Cloud
Services and the Internet Service Provider(s). Border routers are deployed in a fully redundant, fault
tolerant configuration. Routers are also used to enforce traffic policies at the perimeter.
1.5.2 Firewalls
Oracle Cloud Services utilize firewalls to control access between the Internet and Oracle Cloud by allowing
only authorized traffic. Firewalls are deployed in a layered approach to perform packet inspection with
security policies configured to filter packets based on protocol, port, source, and destination IP address to
identify authorized sources, destinations, and traffic types.
1.6 Network Security Management
1.6.1 Network Controls
Network controls implemented for Oracle Cloud Services address the protection and control of data during
its transmission from Customer’s system to the Oracle hosted system. The network security infrastructure
is designed to secure the servers from a network-based attack. Redundant, managed firewalls, using
stateful packet inspection, provide barriers between tiers of the architecture. All traffic is filtered, and only
valid connections are allowed through into the network demilitarized zone. Traffic within each tier is
restricted and controlled for security purposes.
1.6.2 Network Intrusion Detection/Prevention System
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Oracle Cloud Services utilize Network Intrusion Detection Systems (nIDS) to protect the environment. nIDS
sensors are deployed in either IPS (Intrusion Prevention Mode) or IDS (Intrusion Detection Mode) on the
network, to monitor and block suspicious network traffic from reaching the internal network. nIDS alerts are
routed to a centralized monitoring system that is managed by the security operations teams 24x7x365.
1.6.3 Network Vulnerability Assessments
Oracle Cloud Services utilize network vulnerability assessment tools to identify security threats and
vulnerabilities. Formal procedures are in place to assess, validate, prioritize, and remediate identified
issues. Oracle subscribes to vulnerability notification systems to stay apprised of security incidents,
advisories, and other related information. Oracle takes actions on the notification of a threat or risk once
confirmed that a valid risk exists, that the recommended changes are applicable to service environments,
and the changes will not otherwise adversely affect the services.
1.6.4 Anti-Virus Controls
Oracle Cloud employs anti-virus software to scan uploaded files. Viruses that are detected are removed (or
quarantined) automatically, and an alert is automatically generated which initiates Oracle’s incident
response process. Virus definitions are updated daily.
1.6.5 Configuration Control/Audit
Oracle Cloud uses a centralized system for managing the access and integrity of network device
configurations. Change controls are in place to ensure only approved changes are applied. Regular audits
are also performed to confirm compliance with security and operational procedures.
1.7 System Hardening
Oracle employs standardized system hardening practices across all Oracle Cloud devices. This includes
restricting protocol access, removing or disabling unnecessary software and services, removing
unnecessary user accounts, aggressive patch management, and appropriate logging.
1.8 Physical Security Safeguards
Oracle provides secure computing facilities for both office locations and production cloud infrastructure.
Common controls between office locations and co-locations/datacenters include:




Physical access requires authorization and is monitored.
Everyone must visibly wear official identification while onsite
Visitors must sign a visitor's register and be escorted and/or observed when on the premises
Possession of keys/access cards and the ability to access the locations is monitored. Staff leaving
Oracle employment must return keys/cards
Additional Physical Security Safeguards are in place for all Oracle Cloud data centers:



Premises are monitored by CCTV
Entrances are protected by physical barriers designed to prevent vehicles from unauthorized entry
Entrances are manned 24 hours a day, 365 days a year by security guards who perform visual
identity recognition and visitor escort management
1.9 System Access Control & Password Management
Access to Oracle Cloud systems is controlled by restricting access to only authorized personnel. Oracle
enforces strong password policies on all infrastructure components and cloud management systems used
to operate the Oracle Cloud environment. This includes requiring a minimum password length, password
complexity, and regular password changes. Strong passwords or multi-factor authentication are used
throughout the infrastructure to reduce the risk of intruders gaining access through exploitation of user
accounts.
System access controls include system authentication, authorization, access approval, provisioning, and
revocation for employees and any other Oracle-defined 'users'. Customer is responsible for all End User
administration within the program. Oracle does not manage Customer’s End User accounts. Customer may
configure the programs and additional built-in security features to meet their business or compliance needs.
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1.10 Review of Access Rights
Network and operating system accounts for Oracle employees are reviewed regularly to ensure appropriate
employee access levels. In the event of employee terminations, Oracle takes prompt actions to terminate
network, telephony, and physical access for such former employees. Customer is responsible for managing
and reviewing access for its own employee accounts.
1.11 Security-Related Maintenance
Oracle performs security related change management and maintenance as defined and described in the
Oracle Cloud Change Management Policy. For any security patch bundle that Oracle makes generally
available for designated Oracle Programs, Oracle will apply and test the security patch bundle on a stage
environment of the applicable Cloud Service. Oracle will apply the security patch bundle to the production
environment of the Cloud Service after Oracle successfully completes testing on the stage environment.
1.12 Data Management / Protection
During the use of Oracle Cloud services, Oracle Cloud customers maintain control over and responsibility
for their data residing in their environment. Oracle Cloud services provide a variety of configurable
information protection services as part of the subscribed service. Customer data is data uploaded or
generated for use within the subscribed Oracle Cloud service.
1.12.1 Data Protection
Oracle Cloud offers several standard encryption technologies and options to protect data while in transit or
at rest. For network transmission, customers may choose to use secure protocols (such as SSL) to protect
their data in transit over public networks. Secure protocols available in the Oracle Cloud offer strong
encryption algorithms. Strong key management policies and processes are employed for any Oracle Cloud
encryption.
1.12.2 Physical Media in Transit
Designated Oracle personnel handle media and prepare it for transportation according to defined
procedures and only as required. Digital media is logged, encrypted, securely transported, and as
necessary for backup archiving vaulted by a third-party off-site vendor. Vendors are contractually obligated
to comply with Oracle-defined terms for media protection.
1.12.3 Data Disposal
Upon termination of services (as described in the Oracle Cloud Suspension and Termination Policy) or at
Customer's request, Oracle will delete environments or data residing therein in a manner designed to
ensure that they cannot reasonably be accessed or read, unless there is a legal obligation imposed on
Oracle preventing it from deleting all or part of the environments or data.
1.12.4 Secure File Transfer
Secure file transfer functionality is built on commonly used network access storage platforms and uses
secure protocols for transfer (such as SFTP or WebDAV over SSL). The functionality can be used to
upload files to a secure location, most commonly for data import/export on the Oracle Cloud hosted
service, or downloading files at service termination.
1.12.5 Security Incident Response
Oracle evaluates and responds to incidents that create suspicions of unauthorized access to or handling of
Customer data whether the data is held on Oracle hardware assets or on the personal hardware assets of
Oracle employees and contingent workers. When Oracle's Global Information Security (GIS) organization is
informed of such incidents and, depending on the nature of the activity, GIS defines escalation paths and
response teams to address those incidents. GIS will work with Customer, and the appropriate technical
teams, and law enforcement where necessary to respond to the incident. The goal of the incident response
will be to restore the confidentiality, integrity, and availability of Customer's environment, and to establish
root causes and remediation steps. Operations staff has documented procedures for addressing incidents
where handling of data may have been unauthorized, including prompt and reasonable reporting,
escalation procedures, and chain of custody practices. If Oracle determines that Customer's data has been
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misappropriated, Oracle will report such misappropriation to Customer within three business days of
making such determination, unless prohibited by law.
1.12.6 Data Privacy
Oracle’s Data Processing Agreement for Oracle Cloud Services (“Data Processing Agreement”), and the
OracleServices Privacy Policy, describe Oracle’s treatment of personal data that resides on Oracle
systems to which Oracle may be provided access in connection with the provision of Cloud Services. The
Data Processing Agreement describes Oracle’s and Customer’s respective roles for the processing and
control of personal data that Customer provides to Oracle as part of the Cloud Services. These documents
are available at:


Oracle Services Privacy Policy: http://www.oracle.com/us/legal/privacy/services-privacy-policy078833.html
Data Processing Agreement for Oracle Cloud Services:
http://www.oracle.com/dataprocessingagreement
1.13 Regulatory Compliance
The Oracle Cloud services are aligned with the security framework of ISO (International Organization for
Standardization) and IEC (International Electrotechnical Commission), specifically ISO/IEC 27002:2005,
Code of Practice for Information Security Management and ISO/IEC 27001:2005 standards. The ISO
security framework includes a comprehensive set of security controls that are used as a baseline for the
operational and security controls utilized to manage and secure the Oracle Cloud Service, but this does not
include ISO/IEC 27001 certification.
The internal controls of Oracle Cloud Services are subject to periodic testing by independent third party
audit organizations. Such audits may be based on the Statement on Standards for Attestation
Engagements (SSAE) No. 16, Reporting on Controls at a Service Organization (“SSAE 16”¨), the
International Standard on Assurance Engagements (ISAE) No. 3402, Assurance Reports on Controls at a
Service Organization (“ISAE 3402”), or such other third party auditing standard or procedure applicable to
the specific Oracle Cloud Service. Audit reports of Oracle Cloud Services are periodically published by
Oracle’s third party auditors, although reports may not be available for all services or at all times. Customer
may request to receive a copy of the current published audit report available for a particular Oracle Cloud
Service.
The audit reports of Oracle Cloud Services, and the information they contain, are Oracle confidential
information, and must be handled by Customer accordingly. Such reports may be used solely by Customer
to evaluate the design and operating effectiveness of defined controls applicable to Oracle Cloud Services
and are provided without any warranty.
Customer remains solely responsible for its regulatory compliance in its use of any Oracle Cloud Service.
Customer must make Oracle aware of any technical requirements that result from its regulatory obligations
prior to contract signing. Some Oracle Cloud services are certified to PCI DSS or FISMA/NIST standards
and additional certifications and adherence to specific regulatory frameworks within the Oracle Cloud
Service may be available for additional fees. Customer must not provide Oracle with health, payment card
or other sensitive personal information that requires specific regulatory, legal or industry data security
obligations for the processing of such data unless the applicable obligations are specified in the applicable
order.
Oracle understands that some customers may have regulatory audit requirements and Oracle will
cooperate with Customer as described in the Data Processing Agreement in those cases.
2. Oracle Cloud System Resiliency Policy
The resiliency and backups described in this Policy apply only for Oracle Cloud services. Customer is
solely responsible for developing a business continuity plan to ensure continuity of its own operations in the
event of a disaster and for backing up and recovering any non-Oracle software.
2.1 Oracle Cloud Services High Availability Strategy
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For business continuity in the event of an incident affecting Oracle Cloud Services, Oracle deploys the
services on resilient computing infrastructure. Oracle’s production data centers have component and power
redundancy with backup generators in place to help maintain availability of data center resources in the
event of crisis as described below.
2.2 Redundant MEP infrastructure
The mechanical-electrical-plumbing infrastructure design includes redundant power feeds to the data
center and redundant power distribution for the data center and to the data center racks. Data center
cooling components (chillers, towers, pumps and computer room air conditioning units) include
redundancy. The emergency standby power includes redundant battery backup with generator fuel stored
onsite and contracts in place for refueling.
2.3 Redundant network infrastructure
Network designs include redundant circuits from different carriers, firewall pairs, switch pairs, and load
balancer pairs.
2.4 Redundant program servers
Customer’s environment consists of a set of one or more physical servers or virtual servers that provide
services to Customer. The overall program tier functionality may be distributed across multiple physical
servers or virtual servers.
2.5 Redundant database servers
Databases are configured to distribute workload across multiple physical servers. High availability is
achieved through clustering and replication.
2.6 Redundant storage
All Oracle Cloud services data resides in redundant storage configurations with protection from individual
disk or array failure.
2.7 Oracle Cloud Services Backup Strategy
Oracle periodically makes backups of production data in Customer’s Cloud Service by using backup
infrastructure. Backups are for Oracle's sole use in the event of a disaster. Oracle has no responsibility to
update, insert, or delete Customer data on behalf of Customer, nor restore Customer data which Customer
may have lost as a result of Customer’s own actions.
3. Oracle Cloud Disaster Recovery Service Policy
3.1 Scope
This Policy applies only to Customer’s production environments within Oracle Cloud Services. The
activities described in this Policy do not apply to Customer’s own disaster recovery or backup plans or
activities, and Customer is responsible for archiving and recovering any non-Oracle software. Disaster
Recovery services are intended to provide service restoration capability in the case of a major disaster, as
declared by Oracle, that leads to loss of a data center and corresponding service unavailability. Disaster
Recovery Services are not available for all Cloud Services, including PaaS services and social media
services. For the purposes of this policy, a “disaster” means an unplanned event or condition that causes a
complete loss of access to the primary site used to provide the Oracle Cloud Services such that the
Customer production environments at the primary site are not available.
3.2 System Resilience
Oracle Cloud Services maintains a redundant and resilient infrastructure designed to maintain high levels
of availability and to recover services in the event of a significant disaster or disruption. Oracle designs its
cloud services using principles of redundancy and fault-tolerance with a goal of fault-tolerance of a single
node hardware failure.
Oracle Cloud Services provide an infrastructure that incorporates a comprehensive data backup strategy.
The Oracle Cloud includes redundant capabilities such as power sources, cooling systems,
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telecommunications services, networking, application domains, data storage, physical and virtual servers,
and databases.
Oracle has two separate data centers that function as primary and secondary sites for Oracle Cloud
Services.
Customer’s production standby (secondary site) environment will reside in a data center separate from
Customer’s primary site. Oracle will commence the disaster recovery plan under this policy upon its
declaration of a disaster, and will target to recover the production data and use reasonable efforts to reestablish the production environment at the secondary site. For major regional jurisdictional areas (e.g. the
United States or the European Union) Oracle operates both a production and secondary site within that
region. Customer data is replicated in physically separate facilities in order to restore full services in the
event of a disaster at a primary site. Backups are for Oracle's sole use in the event of a disaster.
3.3 Disaster Recovery
Oracle provides for the recovery and reconstitution of its Cloud Services to the most recent available state
following a disaster. Oracle has established alternate processing sites to accommodate full operating
capability in the event of loss of service at a primary facility. For each Cloud Service, Oracle maintains
separate Disaster Recovery Plans that describe recovery procedures. Disaster recovery operations apply
to the physical loss of infrastructure at Oracle facilities. Oracle reserves the right to determine when to
activate the Disaster Recovery Plan. During the execution of the Disaster Recovery Plan, Oracle provides
regular status updates to customers.
3.3.1 Recovery Time Objective
Recovery time objective (RTO) is Oracle’s objective for the maximum period of time between Oracle’s
decision to activate the recovery processes under this Policy to failover the service to the secondary site
due to a declared disaster, and the point at which Customer can resume production operations in the
standby production environment. If the decision to failover is made during the period in which an upgrade is
in process, the RTO extends to include the time required to complete the upgrade. The RTO does not
apply if any data loads are underway when the disaster occurs. The RTO objective is 12 hours from the
declaration of a disaster.
3.3.2 Recovery Point Objective
Recovery point objective (RPO) is Oracle’s objective for the maximum period of data loss measured as the
time from which the first transaction is lost until Oracle’s declaration of the disaster. The RPO objective is 1
hour from the point of service loss.
Note: the RTO and RPO do not apply to Customer customizations that depend on external components or
third-party software. During an active failover event, non-critical fixes and enhancement requests are not
supported. Customer will be solely responsible for issues arising from third party software and
customizations (CEMLIs) to Oracle programs.
3.4 Approvals and Reviews
This Policy and corresponding Disaster Recovery Plans are reviewed annually. The Plans are revised
during the review process to incorporate problem resolutions and process improvements.
3.5 Service Restoration
This Policy identifies the purpose and scope of the Disaster Recovery Plans, the roles and responsibilities,
management commitment, coordination among organizational entities, and compliance. The plans
document the procedures for recovering a Cloud Service (including referencing separate procedures for
recovery of specific components) in the event of a disaster. Oracle is committed to minimizing down time
due to any disasters or equipment failures. As part of this commitment, Oracle has a corporate business
disaster recovery plan for a timely recovery and restoration of Oracle operations.
3.6 Disaster Recovery Plans
The following are the objectives of Oracle’s Disaster Recovery Plan for Oracle Cloud Services:
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




In an emergency, Oracle’s top priority and objective is human health and safety.
Maximize the effectiveness of contingency operations through the established Disaster Recovery
Plan that consists of the following phases:
o Phase 1 - Disaster Recovery Launch Authorization phase - to detect service disruption or
outage at the primary site, determine the extent of the damage and activate the plan.
o Phase 2 - Recovery phase - to restore temporary IT operations at the secondary site.
o Phase 3 - Reconstitution phase - to restore processing capabilities and resume operations
at the primary site.
Identify the activities, resources, and procedures to carry out processing requirements during
prolonged interruptions.
Assign responsibilities to designated personnel and provide guidance for recovery, during
prolonged periods of interruption.
Ensure coordination with other personnel responsible for disaster recovery planning strategies.
Ensure coordination with external points of contact and vendors and execution of this plan.
3.7 Plan Testing
The Cloud Services Disaster Recovery Plan is tested, as a live exercise or a table-top test, on an annual
basis. The tests are used for training hosting personnel and are fully coordinated with all personnel
responsible for contingency planning and execution. The tests verify that online backups can be recovered
and the procedures for shifting a service to the alternate processing site are adequate and effective. Test
plans are developed in accordance with NIST 800-34. Results of the testing are used to improve the
process and initiate corrective actions.
4. Oracle Cloud Service Level Objective Policy
4.1 Service Availability Provisions
Commencing at Oracle’s activation of Customer’s production environment, and provided that Customer
remains in compliance with the terms of the ordering document (including the agreement) and meets
Oracle's recommended minimum technical configuration requirements for accessing and using the services
from Customer's network infrastructure and Customer's user work stations as set forth in the Cloud
Services Program Documentation, Oracle works to meet the Target Service Availability Level in
accordance with the terms set forth in this Policy.
4.2 Target System Availability Level of Oracle Cloud Service
Oracle works to meet a Target System Availability Level of 99.5% of the production service, for the
measurement period of one calendar month, commencing at Oracle’s activation of the production
environment.
4.3 Definition of Availability and Unplanned Downtime
“Availability” or “Available” means Customer is able to log in and access the OLTP or transactional portion
of the Oracle Cloud Services, subject to the following provisions. “Unplanned Downtime” means any time
during which the services are not Available, but does not include any time during which the services or any
services component are not Available due to:





A failure or degradation of performance or malfunction resulting from scripts, data, applications,
equipment, infrastructure, software, penetration testing, performance testing, or monitoring agents
directed or provided or performed by Customer;
Planned outages, scheduled or announced maintenance or maintenance windows, or outages
initiated by Oracle at the request or direction of Customer for maintenance, activation of
configurations, backups or other purposes that require the service to be temporarily taken offline;
Unavailability of management, auxiliary or administration services, including administration tools,
reporting services, utilities, third party software components not within the sole control of Oracle, or
other services supporting core transaction processing;
Outages occurring as a result of any actions or omissions taken by Oracle at the request or
direction of Customer;
Outages resulting from Customer equipment, third party equipment or software components not
within the sole control of Oracle;
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





Events resulting from an interruption or shut down of the services due to circumstances reasonably
believed by Oracle to be a significant threat to the normal operation of the services, the operating
infrastructure, the facility from which the services are provided, access to, or the integrity of
Customer data (e.g., a hacker or a virus attack);
Outages due to system administration, commands, or file transfers performed by Customer users
or representatives;
Outages due to denial of service attacks, natural disasters, changes resulting from government,
political, or other regulatory actions or court orders, strikes or labor disputes, acts of civil
disobedience, acts of war, acts against parties (including carriers and Oracle’s other vendors), and
other force majeure events;
Inability to access the services or outages caused by Customer’s conduct, including negligence or
breach of Customer material obligations under the agreement, or by other circumstances outside of
Oracle’s control;
Lack of availability or untimely response time of Customer to respond to incidents that require
Customer participation for source identification and/or resolution, including meeting Customer
responsibilities for any services;
Outages caused by failures or fluctuations in electrical, connectivity, network or
telecommunications equipment or lines due to Customer conduct or circumstances outside of
Oracle’s control.
4.4 Measurement of Availability
Following the end of each calendar month of the Services Period under an ordering document, Oracle
measures the “System Availability Level” over the immediately preceding month. Oracle measures the
System Availability Level by dividing the difference between the total number of minutes in the monthly
measurement period and any Unplanned Downtime by the total number of minutes in the measurement
period, and multiplying the result by 100 to reach a percent figure.
4.4.1 Reporting of Availability
Oracle will provide Customer with access to a customer notifications portal. This portal will provide metrics
on system availability for Cloud Services purchased under the ordering document. For those Cloud
Services for which such metrics are not available via the customer notifications portal, Oracle will provide
metrics on system availability upon receipt of a Service Request submitted by Customer to Oracle
requesting the metrics.
4.5 Monitoring
Oracle uses a variety of software tools to monitor (i) the availability and performance of Customer’s
production services environment and (ii) the operation of infrastructure and network components.
4.5.1 Monitored Components
Oracle monitors all levels of the service infrastructure, and currently generates alerts for CPU, memory,
storage, database, network components, and transactions. Oracle’s Operations staff attends to any
automated warnings and alerts associated with deviations of the environment from Oracle defined
monitoring thresholds, and follows standard operating procedures to investigate and resolve underlying
issues.
4.5.2 Customer Monitoring & Testing Tools
Due to potential adverse impact on service performance and availability, Customer may not use their own
monitoring or testing tools (including automated user interfaces and web service calls to any Oracle Cloud
Service) to directly or indirectly seek to measure the availability, performance, or security of any program or
feature of or service component within the services or environment. Oracle reserves the right to remove or
disable access to any tools that violate the foregoing restrictions without any liability to Customer.
4.5.3 Customer Workloads
Customer may not make significant workload changes beyond the amount permitted under the entitlements
provided under ordering document.
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4.5.4 Automated Workloads
Customer may not use nor authorize the use of data scraping tools or technologies to collect data available
through the Oracle Cloud Service user interface or via web service calls without the express written
permission of Oracle. Oracle reserves the right to require Customer’s proposed data scraping tools to be
validated and tested by Oracle prior to use in production and to be subsequently validated and tested
annually. Oracle may require that a written statement of work be executed to perform such testing and
validation work.
5. Oracle Cloud Change Management Policy
5.1 Oracle Cloud Change Management and Maintenance
Oracle Cloud Operations performs changes to cloud hardware infrastructure, operating software, product
software, and supporting application software to maintain operational stability, availability, security,
performance, and currency of the Oracle Cloud. Oracle follows formal change management procedures to
provide the necessary review, testing, and approval of changes prior to application in the Oracle Cloud
production environment.
Changes made through change management procedures include system and service maintenance
activities, upgrades and updates, and Customer specific changes where required. Oracle Cloud Change
Management procedures are designed to minimize service interruption during implementation of changes.
Oracle reserves specific maintenance periods for changes that may require the Cloud Service to be
unavailable during the maintenance period. The current scheduled maintenance period is every Friday
between 20:00-06:00 data center local time. Oracle will work to provide prior notice of updates to the
standard maintenance period schedule. For Customer-specific changes, where possible, Oracle will work
to coordinate the maintenance periods with Customer. For changes that are expected to cause service
interruption, Oracle will work to provide prior notice of the anticipated impact. The durations of the
maintenance periods for planned maintenance are not included in the calculation of Unplanned Downtime
minutes in the monthly measurement period for System Availability Level (see “Oracle Cloud Service Level
Objective Policy”). Oracle uses commercially reasonable efforts to minimize the use of these reserved
maintenance periods and to minimize the duration of maintenance events that cause service interruptions.
5.1.1 Emergency Maintenance
Oracle may periodically be required to execute emergency maintenance in order to protect the security,
performance, availability, or stability of the production environment. Emergency maintenance may include
program patching and/or core system maintenance as required. Oracle works to minimize the use of
emergency maintenance and will provide as much notice as reasonable under the circumstances as to any
emergency maintenance requiring a service interruption.
5.1.2 Major Maintenance
Changes To help ensure continuous stability, availability, security and performance of the Cloud Services,
Oracle reserves the right to perform major changes to its hardware infrastructure, operating software,
applications software and supporting application software under its control, no more than twice per
calendar year. Each such change event is considered scheduled maintenance and may cause the Cloud
Services to be unavailable for up to 24 hours. Each such change event is targeted to occur at the same
time as scheduled maintenance period. Oracle will work to provide up to 60 days prior notice of the
anticipated unavailability.
5.1.3 Data Center Migrations
Oracle may migrate Customer services between production data centers in the same region in order to
recover Customer services or in the case of disaster recovery. For all other data center migrations, Oracle
will provide a minimum of 30 days notice to Customer.
5.2 Software Versioning
5.2.1 Software Upgrades and Updates
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Oracle requires all Cloud Services customers to keep the software versions of the Oracle Cloud Services
current with the software versions that Oracle designates as generally available (GA). For Cloud Services
that support multiple versions, Oracle typically designates the current and immediate previous versions as
GA versions. Oracle may specify schedules for the GA release of specific Cloud Services on the support
portal or within the Service Specifications for the Cloud Services. Software updates will follow the release
of every GA release and are required to maintain version currency. Oracle Cloud Hosting and Delivery
Policies, such as the Service Levels Objective Policy, the Disaster Recovery Service Policy, and the
Support Policy, are dependent on Customer maintaining version currency. Oracle is not responsible for
performance or security issues encountered with the Cloud Services that may result from running earlier
versions.
5.2.2 New Version Evaluation
New versions of the most recent GA version of Oracle Cloud Services may be evaluated by Customer via a
self-service portal or via an incident process through My Oracle Support. It is Customer’s responsibility to
initiate a new version evaluation process. Customer initiates the evaluation process by submitting a request
for new version evaluation in My Oracle Support. For new version evaluation requests processed via My
Oracle Support, upon receiving the Service Request (SR), Oracle sends an acknowledgement to the
Customer contact(s) responsible to receive upgrade related communications. Oracle prepares an
evaluation environment by upgrading Customer’s staging environment to the latest version of the product.
5.2.3 End of Life
Oracle recognizes that Customer may have legitimate business reasons for not upgrading to the latest
version of the services as soon as it becomes available. However, Oracle will not support older versions
beyond the End of Life Policy described as follows. For Cloud Services that support multiple versions,
Oracle will host and support only the designated GA versions of an Oracle Cloud Service. All other versions
of the service are considered as “end of life” (EOL). Oracle does not provide Cloud Services for EOL
versions. For Cloud Services that support multiple versions, customers are required to complete the
services upgrade to the latest version before the EOL of a given version. Customer acknowledges that
failure to complete the upgrade prior to the EOL of a Cloud Service version may result in an upgrade
automatically performed by Oracle or a suspension of the services. In certain circumstances where a Cloud
Service version reaches EOL and Oracle does not make available an upgraded version, Oracle may
designate, and require customers to transition to, a successor cloud service.
5.2.4 Deprecated Features
A deprecated feature is a feature that appears in prior or existing versions of the service and is still
supported as part of the service, but for which Oracle has given notification that the feature will be removed
from future versions. Oracle makes commercially reasonable efforts to post notices of feature deprecations
one quarter in advance of their removal and reserves the right to deprecate, modify, or remove features
from any new version without prior notice.
6. Oracle Cloud Support Policy
The support described in this Cloud Support Policy applies only for Oracle Cloud Services and is provided
by Oracle as part of such services under the ordering document. Customer may purchase additional
services for Oracle Cloud via other Oracle support service offerings that are designated by Oracle for Cloud
Services.
6.1 Oracle Cloud Support Terms
6.1.1 Support fees
The fees paid by Customer for the Oracle Cloud Services offering under the ordering document include the
support described in this Oracle Cloud Support Policy. Additional fees are applicable for additional Oracle
support services offerings purchased by Customer.
6.1.2 Support period
Oracle Cloud support is effective upon the effective date specified in the ordering document and ends upon
the expiration or termination of the service under such ordering document (the "support period"). Oracle is
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not obligated to provide the support described in this Cloud Support Policy beyond the end of the support
period.
6.1.3 Technical contacts
Customer’s technical contacts are the sole liaisons between Customer and Oracle for Oracle Cloud support
services. Such technical contacts must have, at minimum, initial basic service training and, as needed,
supplemental training appropriate for specific role or implementation phase, specialized service/product
usage, and/or migration. Customer’s technical contacts must be knowledgeable about the Oracle Cloud
service offerings and the Oracle environment in order to help resolve system issues and to assist Oracle in
analyzing and resolving Service Requests. When submitting a Service Request, Customer’s technical
contact should have a baseline understanding of the problem being encountered and an ability to
reproduce the problem in order to assist Oracle in diagnosing and triaging the problem. To avoid
interruptions in support services, Customer must notify Oracle whenever technical contact responsibilities
are transferred to another individual.
6.1.4 Oracle Cloud Support
Support Services for Oracle Cloud consists of:



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


Diagnosis of problems or issues with the Oracle Cloud services
Reasonable commercial efforts to resolve reported and verifiable errors in the Oracle Cloud
services so that they perform in all material respects as described in the associated Program
Documentation
Support during Change Management activities described in the Oracle Cloud Change
Management Policy
Assistance with Technical Service Requests 24 hours per day, 7 days a week
24 x 7 access to My Oracle Support, Oracle Cloud Customer Portal and Live Telephone Support to
log Service Requests
Access to community forums
Non-technical customer service assistance during normal Oracle business hours (8:00 to 17:00)
local time.
6.2 Oracle Cloud Customer Support Systems
6.2.1 My Oracle Support
Oracle provides customer support for Oracle Cloud Services through its My Oracle Support web site.
Access to My Oracle Support is governed by the Terms of Use posted on the My Oracle Support web site,
which are subject to change. A copy of these terms is available upon request. Access to My Oracle Support
is limited to Customer’s designated technical contacts for Cloud Services. Access to My Oracle Support is
included as part of the support service for the Oracle Cloud offerings acquired by Customer under the
ordering document.
6.2.2 Oracle Cloud Customer Portal
Oracle Cloud Customer Portal provides the Customer Service Identifier (CSI) and other support details to
Customer’s designated technical contacts to enable use of Oracle Cloud support. All Customer relevant
service notifications and alerts are posted on this portal.
6.2.3 Live Telephone Support
Customer’s technical contacts may access live telephone support via the phone numbers and contact
information found on Oracle’s support web site at http://www.oracle.com/support/contact.html.
6.3 Severity Definitions
Service requests for Oracle Cloud Services may be submitted by Customer’s designated technical contacts
via the Oracle Cloud Customer Support Systems noted in Section 6.2 of this Policy. The severity level of a
service request submitted by Customer is selected by both Customer and Oracle, and must be based on
the following severity definitions:
Severity 1
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Customer’s production use of the Oracle Cloud Service is stopped or so severely impacted that Customer
cannot reasonably continue work. Customer experiences a complete loss of service. The impacted
operation is mission critical to the business and the situation is an emergency. A Severity 1 service request
has one or more of the following characteristics:




Data corrupted
A critical documented function is not available
Service hangs indefinitely, causing unacceptable or indefinite delays for resources or response
Service crashes, and crashes repeatedly after restart attempts
Oracle will use reasonable efforts to respond to Severity 1 service requests within one (1) hour. Oracle will
work 24x7 until the Severity 1 service request is resolved, a reasonable work-around is put in place, or as
long as useful progress can be made. Customer must provide Oracle with a contact during this 24x7 period
to assist with data gathering, testing, and applying fixes. Customer is required to propose this severity
classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation
from Oracle.
Severity 2
Customer experiences a severe loss of service. Important features of the Oracle Cloud Services are
unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
Severity 3
Customer experiences a minor loss of service. The impact is an inconvenience, which may require a
workaround to restore functionality.
Severity 4
Customer requests information, enhancement, or documentation clarification regarding the Oracle Cloud
Service, but there is no impact on the operation of such service. Customer experiences no loss of service.
6.4 Change to Service Request Severity Level
6.4.1 Initial Severity Level
At the time Oracle accepts a service request, Oracle will record an initial severity level of the service
request based on the above severity definitions. Oracle’s initial focus, upon acceptance of a service
request, will be to resolve the issues underlying the service request. The severity level of a service request
may be adjusted as described below.
6.4.2 Downgrade of Service Request Levels: If, during the service request process, the issue no longer
warrants the severity level currently assigned based on its current impact on the production operation of the
applicable Oracle Cloud Service, then the severity level will be downgraded to the severity level that most
appropriately reflects its current impact.
6.4.3 Upgrade of Service Request Levels: If, during the service request process, the issue warrants the
assignment of a higher severity level than that currently assigned based on the current impact on the
production operation of the applicable Oracle Cloud Service, then the severity level will be upgraded to the
severity level that most appropriately reflects its current impact.
6.4.4 Adherence to Severity Levels definitions: Customer shall ensure that the assignment and
adjustment of any severity level designation is accurate based on the current impact on the production
operation of the applicable Oracle Cloud Service. Customer acknowledges that Oracle is not responsible
for any failure to meet performance standards caused by Customer’s misuse or mis-assignment of severity
level designations.
6.5 Service Request Escalation
For service requests that are escalated, the Oracle support analyst will engage the Oracle service request
escalation manager who will be responsible for managing the escalation. The Oracle service request
escalation manager will work with Customer to develop an action plan and allocate the appropriate Oracle
resources. If the issue underlying the service request continues to remain unresolved, Customer may
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contact the Oracle service request escalation manager to review the service request and request that it be
escalated to the next level within Oracle as required. To facilitate the resolution of an escalated service
request, Customer is required to provide contacts within Customer’s organization that are at the same level
as that within Oracle to which the service request has been escalated.
6.6 Policy Exceptions
Customer questions or requests for an exception to the Oracle Cloud Hosting and Delivery Policy must be
made via a service request with My Oracle Support.
7. Oracle Cloud Suspension and Termination Policies
7.1 Termination of Cloud Services
7.1.1 Termination of Cloud Services
Upon termination of services or expiration of production services under the ordering document, or at
Customer’s request, Oracle will delete the environments and any production data residing therein in a
manner designed to ensure that they cannot reasonably be accessed or read, unless there is a legal
obligation imposed on Oracle preventing it from deleting all or part of the environments.
For a period of up to 60 days after the termination or expiration of services under the ordering document,
Oracle will make available Customer data then in the production Services Environment for the purpose of
retrieval by Customer. Oracle has no obligation to retain the data for Customer purposes after this 60 day
post termination period. Oracle Customer Support Identifiers (CSIs) are terminated at the end of the 60 day
period.
Oracle shall remove or render inaccessible Customer data in archives and remove all production and test
sites after the end of the 60 day period. Data will not be available after this period expires.
7.1.2 Termination of Trial Environments
Upon the expiration of a trial, the service is terminated with no archiving of data. To avoid loss of data,
Customer must work with authorized Oracle representatives to enter into an extension of the trial period
before its expiration.
7.1.3 Termination of Pilot Environments
Pilots of Oracle Cloud Services adhere to the same service termination policy as normal production
environments.
7.1.4 Customer Assistance at Termination
At service termination, if Customer needs assistance from Oracle to retrieve its archive, Customer must
create a service request in My Oracle Support.
7.1.5 Secure Data Transfers
As part of the service termination process, Oracle makes secure protocols available by which designated
Customer users can transfer Customer data from the service.
7.2 Suspension Due to Violation
If Oracle detects a violation of, or is contacted about a violation of, Oracle Cloud Services terms and
conditions or acceptable use policy, Oracle will assign an investigating agent. The investigating agent may
take actions including but not limited to suspension of user account access, suspension of administrator
account access, or suspension of the environment until the issues are resolved. Oracle will use reasonable
efforts to restore Customer's services promptly after Oracle determines, in its reasonable discretion, that
the issues have been resolved or the situation has been cured.
7.3 Exportable Data
The following Customer data is exportable by Oracle from the Cloud Services production environment at
termination.
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

Database Data: All transactional data.
Document Attachments: All document attachments that were uploaded by Customer or attached to
a business transaction or workflow.
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APPENDIX 3 - ORACLE DATA PROCESSING
AGREEMENT FOR ORACLE CLOUD SERVICES
Version December 1, 2013
1. Scope and order of precedence
This is an agreement concerning the Processing of Personal Data as part of Oracle’s Cloud Services
(“Cloud Services”), as further specified in (i) the applicable Oracle master agreement and (ii) the Oracle
Cloud Ordering Document between Customer and Oracle, and all documents, addenda, schedules and
exhibits incorporated therein (collectively the “Agreement”) by and between the Customer entity and Oracle
subsidiary listed in your order for Cloud Services.
This agreement (the “Data Processing Agreement”) is subject to the terms of the Agreement and is
annexed as a schedule to the Agreement. In the event of any conflict between the terms of the Agreement
and the terms of this Data Processing Agreement, the relevant terms of this Data Processing Agreement
shall prevail. This Data Processing Agreement shall be effective for the services period of any Oracle Cloud
order placed under the Agreement.
2. Definitions
“Customer” or “you” means the Customer that has executed the order for Cloud Services.
“Oracle” or “Processor” means the Oracle subsidiary listed in your order for Cloud Services.
“Oracle Affiliates” mean the subsidiaries of Oracle Corporation that may assist in the performance of the
Cloud Services.
“Model Clauses” means the Standard Model Clauses for the Transfer of Personal Data to Processors in
Third Countries under the Directive (defined below).
“Personal Data” means any information relating to an identified or identifiable natural person; an identifiable
or identifiable natural person (a “data subject”) is one who can be identified, directly or indirectly, in
particular by reference to an identification number or to one or more factors specific to his/her physical,
physiological, mental, economic, cultural or social identity.
“Process” or “Processing” means any operation or set of operations which is performed by Oracle as part of
the Cloud Services upon Personal Data, whether or not by automatic means, such as collection, recording,
organization, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission,
dissemination or otherwise making available, alignment or combination, blocking, erasure or destruction.
“Subprocessor” means a third party subcontractor engaged by Oracle which, as part of the subcontractor’s
role of delivering the Cloud Services, Processes Personal Data of the Customer.
“The Directive” means Directive 95/46/EC approved by the European Commission Decision of October 24,
1995, as amended, on the protection of individuals with regard to the Processing of Personal Data and on
the free movement of such data.
Other terms have the definitions provided for them in the Agreement or as otherwise specified below.
3. Categories of Personal Data and purpose of the Personal Data Processing
In order to execute the Agreement, and in particular to perform the Cloud Services on behalf of Customer,
Customer authorizes and requests that Oracle Process the following Personal Data:
Categories of Personal Data: Personal Data may include, among other information, personal contact
information such as name, home address, home telephone or mobile number, fax number, email address,
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and passwords; information concerning family, lifestyle and social circumstances including age, date of
birth, marital status, number of children and name(s) of spouse and/or children; employment details
including employer name, job title and function, employment history, salary and other benefits, job
performance and other capabilities, education/qualification, identification numbers, social security details
and business contact details; financial details; and goods and services provided.
Categories of Data Subjects: Data subjects include Customer’s representatives and end users, such as
employees, job applicants, contractors, collaborators, partners, and customers of the Customer. Data
subjects also may include individuals attempting to communicate or transfer Personal Data to users of the
Cloud Services.
Oracle shall Process Personal Data solely for the provision of the Cloud Services, and shall not otherwise
(i) Process and use Personal Data for purposes other than those set forth in the Agreement or as instructed
by Customer, or (ii) disclose such Personal Data to third parties other than Oracle affiliates or its
Subprocessors for the aforementioned purposes or as required by law.
4. Customer’s Instructions
During the services period of any order for Cloud Services, Customer may provide instructions to Oracle in
addition to those specified in the Agreement with regard to processing of Personal Data. Oracle will comply
with all such instructions without additional charge to the extent necessary for Oracle to comply with laws
applicable to Oracle as a data processor in the performance of the Cloud Services; the parties will
negotiate in good faith with respect to any other change in the Cloud Services and/or fees resulting from
such instructions.
Oracle will inform Customer if, in Oracle’s opinion, an instruction breaches data protection regulations.
Customer understands that Oracle is not obligated to perform legal research and/or to provide legal advice
to Customer.
5. Controller of Data
The control of Personal Data remains with Customer, and as between Customer and Oracle, Customer will
at all times remain the data controller for the purposes of the Cloud Services, the Agreement, and this Data
Processing Agreement. Customer is responsible for compliance with its obligations as data controller under
data protection laws, in particular for justification of any transmission of Personal Data to Oracle (including
providing any required notices and obtaining any required consents), and for its decisions concerning the
Processing and use of the data.
6. Rights of Data Subject
Oracle will grant Customer electronic access to Customer’s Cloud Services environment that holds
Personal Data to permit Customer to delete, release, correct or block access to specific Personal Data or, if
that is not practicable and to the extent permitted by applicable law, follow Customer’s detailed written
instructions to delete, release, correct or block access to Personal Data. Customer agrees to pay Oracle’s
reasonable fees associated with the performance of any such deletion, release, correction or blocking of
access to data. Oracle shall pass on to the Customer any requests of an individual data subject to delete,
release, correct or block Personal Data Processed under the Agreement.
7. Cross Border and Onward Data Transfer
Oracle treats all Personal Data in a manner consistent with the requirements of the Agreement and this
Data Processing Agreement in all locations globally. Oracle’s information policies, standards and
governance practices are managed on a global basis.
With respect to data stored by Oracle in data centers in the United States managed by its affiliate Oracle
America Inc., at all times during the performance of the Cloud Services, Oracle America Inc. will Process
Personal Data originating from the European Economic Area (EEA) and/or Switzerland according to the
relevant Safe Harbor Principles. Oracle America Inc. subscribes to the "Safe Harbor Principles" issued by
the U.S. Commerce Department on July 21, 2000 and as a result, currently appears on the Department's
Safe Harbor list (available at http://www.export.gov/safeharbor) as a member of both the European Union
(EU) – United States and Switzerland – United States Safe Harbor Programs. Oracle has received the
TRUSTe safe harbor seal, which is audited and renewed annually, and is part of the TRUSTe Safe Harbor
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Program. In the event of a lapse of Oracle’s Safe Harbor status, Oracle will promptly remedy such a lapse
or work with Customer to find an alternative means of meeting the adequacy requirements of the Directive.
With respect to Personal Data stored by Oracle in data centers in the EEA or in countries that have been
subject to an adequacy (or equivalent) finding by the European Commission pursuant to Articles 25 and 26
of the Directive (“adequacy finding”), Oracle shall ensure compliance by the Oracle Affiliates and by
Subprocessors with the requirements of this Section 7 as follows: (i) for Oracle Affiliates, Oracle
Corporation and the Oracle Affiliates have entered into an intra-company agreement requiring compliance
with the relevant Safe Harbor Principles and with all applicable Oracle security and data privacy policies
and standards, including the requirement that transfers of the Personal Data of EEA data subjects to
Oracle Affiliates in or from countries that have not received an adequacy finding are made in compliance
with the applicable requirements of Articles 25 and 26 of the Directive concerning international and onward
data transfers, and (ii) for Subprocessors, Oracle Corporation and the Oracle Affiliates have entered into
contracts with Subprocessors which provide that the Subprocessor will undertake data protection and
confidentiality obligations consistent with the Safe Harbor Principles and with the Oracle Supplier Security
Standards; further, where a Subprocessor Processes Personal Data in or from a country that has not
received an “adequacy” finding, Oracle will require the Subprocessor to execute Model Clauses
incorporating security requirements consistent with those of this Data Processing Agreement.
8. Affiliates and Subprocessors
Some or all of Oracle’s obligations under the Agreement may be performed by Oracle Affiliates. Oracle and
the Oracle Affiliates have subscribed to the intra-company agreement specified above, under which an
Oracle subsidiary handling Personal Data adopts safeguards consistent with those of the Oracle subsidiary
contracting with a customer for Oracle Cloud Services. The Oracle Affiliate contracting with the Customer is
responsible for Oracle’s compliance and the Oracle Affiliates' compliance with this requirement.
Oracle also may engage third party subcontractors to assist in the provision of the Cloud Services. Oracle
maintains a list of Subprocessors that may Process the Personal Data of Oracle’s Cloud Service customers
and will provide a copy of that list to Customer upon request.
All Subprocessors are required to abide by substantially the same obligations as Oracle under this Data
Processing Agreement as applicable to their performance of the Cloud Services. Customer may request
that Oracle audit the Subprocessor or provide confirmation that such an audit has occurred (or, where
available, obtain or assist customer in obtaining a third-party audit report concerning Subprocessor’s
operations) to ensure compliance with such obligations. Customer also will be entitled, upon written
request, to receive copies of the relevant terms of Oracle’s agreement with Subprocessors that may
Process Personal Data, unless the agreement contains confidential information, in which case Oracle may
provide a redacted version of the agreement.
Oracle shall remain responsible at all times for compliance with the terms of the Agreement and this Data
Processing Agreement by Oracle Affiliates and Subprocessors.
Customer consents to Oracle’s use of Oracle Affiliates and Subprocessors in the performance of the Cloud
Services in accordance with the terms of Sections 7 and 8 above.
9. Technical and Organizational Measures
When Processing Personal Data on behalf of Customer in connection with the Cloud Services, Oracle shall
ensure that it implements and maintains compliance with appropriate technical and organizational security
measures for the Processing of such data. Accordingly, Oracle will implement the following measures;
additional information concerning such measures, including the specific security measures and practices
for the particular Cloud Services ordered by Customer, may be specified in the Agreement:
9.1 To prevent unauthorized persons from gaining access to data processing systems in which Personal
Data are Processed (physical access control), Oracle shall take measures to prevent physical access, such
as security personnel and secured buildings and factory premises.
9.2 To prevent data processing systems from being used without authorization (system access control), the
following may, among other controls, be applied depending upon the particular Cloud Services ordered:
authentication via passwords and/or two-factor authentication, documented authorization processes,
documented change management processes, and logging of access on several levels. For Cloud Services
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hosted @Oracle: (i) log-ins to Cloud Services Environments by Oracle employees and Subprocessors are
logged; (ii) logical access to the data centers is restricted and protected by firewall/VLAN; and (iii) the
following security processes are applied: intrusion detection system, centralized logging and alerting, and
firewalls.
9.3 To ensure that persons entitled to use a data processing system only have access to the Personal Data
to which they have privilege of access, and that Personal Data cannot be read, copied, modified or
removed without authorization in the course of Processing and/or after storage (data access control),
Personal Data is accessible and manageable only by properly authorized staff, direct database query
access is restricted, and application access rights are established and enforced.
In addition to the access control rules set forth in Sections 9.1 – 9.3 above, Oracle implements an access
policy under which Customer controls access to its Cloud Services environment and to Personal Data and
other data by its authorized personnel.
9.4 To ensure that Personal Data cannot be read, copied, modified or removed without authorization during
electronic transmission or transport, and that it is possible to check and establish to which entities the
transfer of Personal Data by means of data transmission facilities is envisaged (transmission control),
Oracle will comply with the following requirements: Except as otherwise specified for the Cloud Services,
transfers of data outside the Cloud Service environment are encrypted. Some Cloud Services, such as
social media services, may be configurable to permit access to sites that require non-encrypted
communications. The content of communications (including sender and recipient addresses) sent through
some email or messaging services may not be encrypted once received through such services. Customer
is solely responsible for the results of its decision to use non-encrypted communications or transmissions.
9.5 To ensure that it is possible to check and establish whether and by whom Personal Data have been
entered into data processing systems, modified or removed (input control), Oracle will comply with the
following requirements: the Personal Data source is under the control of the Customer, and Personal Data
integration into the system is managed by secured file transfer (i.e., via web services or entered into the
application) from the Customer.
9.6 To ensure that Personal Data is Processed strictly in accordance with the instructions of the Customer,
Oracle must comply with the instructions of the Customer concerning Processing of Personal
Data; such instructions are specified in the Agreement and in this Data Processing Agreement, and may
additionally be provided by Customer in writing from time to time.
9.7 To ensure that Personal Data is protected against accidental destruction or loss, for Cloud Services
hosted @Oracle: back-ups are taken on a regular basis; back-ups are encrypted and are secured.
9.8 To ensure that Personal Data which is collected for different purposes may be Processed separately,
data from different Oracle customers’ environments is logically segregated on Oracle’s systems.
10. Audit Rights
Customer may audit Oracle’s compliance with the terms of the Agreement and this Data Processing
Agreement up to once per year. Customer may perform more frequent audits of the Cloud Service
computer systems that Process Personal Data to the extent required by laws applicable to Customer. If a
third party is to conduct the audit, the third party must be mutually agreed to by Customer and Oracle and
must execute a written confidentiality agreement acceptable to Oracle before conducting the audit.
To request an audit, Customer must submit a detailed audit plan at least two weeks in advance of the
proposed audit date to Oracle Corporation’s Global Information Security organization (“GIS”) describing the
proposed scope, duration, and start date of the audit. Oracle will review the audit plan and provide
Customer with any concerns or questions (for example, any request for information that could compromise
Oracle security, privacy, or employment policies). Oracle will work cooperatively with Customer to agree on
a final audit plan.
The audit must be conducted during regular business hours at the applicable facility, subject to Oracle
policies, and may not unreasonably interfere with Oracle business activities. If the information required for
such an audit is not contained in a SSAE 16/ISAE 3402 Type 2 or similar report, Oracle will make
reasonable efforts to provide requested information to the auditor.
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Customer will provide GIS any audit reports generated in connection with any audit under this section,
unless prohibited by law. Customer may use the audit reports only for the purposes of meeting its
regulatory audit requirements and/or confirming compliance with the requirements of the Agreement and
this Data Processing Agreement. The audit reports are Confidential Information of the parties under the
terms of the Agreement.
Any audits are at the Customer's expense. Any request for Oracle to provide assistance with an audit is
considered a separate service if such audit assistance requires the use of different or additional resources.
Oracle will seek the Customer's written approval and agreement to pay any related fees before performing
such audit assistance.
11. Incident Management and Breach Notification
Oracle evaluates and responds to incidents that create suspicion of unauthorized access to or handling of
Personal Data. GIS is informed of such incidents and, depending on the nature of the activity, defines
escalation paths and response teams to address those incidents. GIS will work with Customer, with internal
Oracle lines of business, with the appropriate technical teams and, where necessary, with outside law
enforcement to respond to the incident. The goal of the incident response will be to restore the
confidentiality, integrity, and availability of the Cloud Services environment, and to establish root causes
and remediation steps.
Oracle operations staff is instructed on responding to incidents where handling of Personal Data may have
been unauthorized, including prompt and reasonable reporting to GIS and to Oracle Corporation’s legal
department, escalation procedures, and chain of custody practices to secure relevant evidence.
For purposes of this section, “security breach” means the misappropriation of Personal Data located on
Oracle systems or the Cloud Services environment that compromises the security, confidentiality or
integrity of such information. Oracle shall inform Customer within three business days if Oracle determines
that Personal Data has been subject to a security breach (including by an Oracle employee) or any other
circumstance in which Customer is required to provide a notification under applicable law, unless otherwise
required by law.
Oracle shall promptly investigate any security breach and take reasonable measures to identify its root
cause(s) and prevent a recurrence. As information is collected or otherwise becomes available, unless
prohibited by law, Oracle will provide Customer with a description of the security breach, the type of data
that was the subject of the breach, and other information Customer may reasonably request concerning the
affected persons. The parties agree to coordinate in good faith on developing the content of any related
public statements or any required notices for the affected persons.
12. Return and Deletion of Personal Data upon End of Cloud Services or at Customer’s Request
(“Data Portability”)
Following termination of the Cloud Services, Oracle will return or otherwise make available for retrieval
Customer’s Personal Data then in the Cloud Services environment. Following return of the data, or as
otherwise specified in the Agreement, Oracle will promptly delete or otherwise render inaccessible all
copies of Personal Data from the production Cloud Services environment, except as may be required by
law. Oracle’s data return and deletion practices are described in more detail in the Agreement.
13. Legally Required Disclosures
Except as otherwise required by law, Oracle will promptly notify Customer of any subpoena, judicial,
administrative or arbitral order of an executive or administrative agency or other governmental authority
(“demand”) that it receives and which relates to the Personal Data Oracle is Processing on Customer’s
behalf. At Customer’s request, Oracle will provide Customer with reasonable information in its possession
that may be responsive to the demand and any assistance reasonably required for Customer to respond to
the demand in a timely manner. Customer acknowledges that Oracle has no responsibility to interact
directly with the entity making the demand.
14. Service Analyses
Oracle may (i) compile statistical and other information related to the performance, operation and use of the
Cloud Services, and (ii) use data from the Cloud Services environment in aggregated form for security and
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operations management, to create statistical analyses, and for research and development purposes
(clauses i and ii are collectively referred to as “Service Analyses”). Oracle may make Service Analyses
publicly available; however, Service Analyses will not incorporate Customer’s Content or Confidential
Information in a form that could serve to identify Customer or any data subject, and Service Analyses do
not constitute Personal Data. Oracle retains all intellectual property rights in Service Analyses.
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APPENDIX 4 - ORACLE CLOUD SERVICES
AGREEMENT
ORACLE CLOUD SERVICES AGREEMENT
This Oracle Cloud Services Agreement (this “Agreement”) is between Oracle Corporation UK Limited
(“Oracle”) and the individual or entity that has executed this Agreement as identified in the signature block
below (“You”). This Agreement sets forth the terms and conditions that govern orders placed by You for
Services under this Agreement.
1. AGREEMENT DEFINITIONS
1.1. “Ancillary Program” means any software agent or tool owned or licensed by Oracle that Oracle
makes available to You for download as part of the Cloud Services for purposes of facilitating Your access
to, operation of, and/or use with, the Services Environment. The term “Ancillary Program” does not include
Separately Licensed Third Party Technology.
1.2. “Auto Renew” or “Auto Renewal” is the process by which the Services Period of certain Cloud
Services under an order is automatically extended for an additional Services Period unless such Services
are otherwise terminated in accordance with the terms of the order or this Agreement. The Service
Specifications incorporated into Your order define which Cloud Services are eligible for Auto Renewal as
well as any terms applicable to any such renewal.
1.3. “Cloud Services” means, collectively, the Oracle cloud services (e.g., Oracle software as a service
offerings and related Oracle Programs) listed in Your order and defined in the Service Specifications. The
term “Cloud Services” does not include Professional Services.
1.4. “Data Center Region” refers to the geographic region in which the Services Environment is physically
located. The Data Center Region applicable to the Cloud Services is set forth in Your order.
1.5. “Oracle Programs” refers to the software products owned or licensed by Oracle to which Oracle
grants You access as part of the Cloud Services, including Program Documentation, and any program
updates provided as part of the Cloud Services. The term “Oracle Programs” does not include Separately
Licensed Third Party Technology.
1.6. “Professional Services” means, collectively, the consulting and other professional services which You
have ordered. Professional Services include any deliverables described in Your order and delivered by
Oracle to You under the order. The term “Professional Services” does not include Cloud Services.
1.7. “Program Documentation” refers to the user manuals referenced within the Service Specifications for
Cloud Services, as well as any help windows and readme files for the Oracle Programs that are accessible
from within the Services. The Program Documentation describes technical and functional aspects of the
Oracle Programs. For Oracle Infrastructure-as-a-Service (IaaS) Cloud Services, “Program Documentation”
includes documentation, help windows and readme files for the IaaS hardware products. You may access
the documentation online at http://oracle.com/contracts or such other address specified by Oracle.
1.8. “Separate Terms” refers to separate license terms between You and a third party licensor that are
specified in the Program Documentation, Service Specifications, readme or notice files and that apply to
Separately Licensed Third Party Technology.
1.9. “Separately Licensed Third Party Technology” refers to third party technology that is licensed under
Separate Terms and not under the terms of this Agreement.
1.10. “Services” means, collectively, both the Cloud Services and Professional Services that You have
ordered.
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1.11. “Services Environment” refers to the combination of hardware and software components owned,
licensed or managed by Oracle to which Oracle grants You and Your Users access as part of the Cloud
Services which You have ordered. As applicable and subject to the terms of this Agreement and Your
order, Oracle Programs, Third Party Content, Your Content and Your Applications may be hosted in the
Services Environment.
1.12. “Service Specifications” means the descriptions on www.oracle.com/contracts, or such other
address specified by Oracle, that are applicable to the Services under Your order, including any Program
Documentation, hosting, support and security policies (for example, Oracle Cloud Hosting and Delivery
Policies), and other descriptions referenced or incorporated in such descriptions or Your order.
1.13. “Services Period” refers to the period of time for which You ordered Cloud Services as specified in
Your order.
1.14. “Third Party Content” means all text, files, images, graphics, illustrations, information, data, audio,
video, photographs and other content and material, in any format, that are obtained or derived from third
party sources outside of Oracle and made available to You through, within, or in conjunction with Your use
of, the Cloud Services. Examples of Third Party Content include data feeds from social network services,
rss feeds from blog posts, and data libraries and dictionaries. Third Party Content does not include
Separately Licensed Third Party Technology.
1.15. “Users” means those employees, contractors, and end users, as applicable, authorized by You or on
Your behalf to use the Cloud Services in accordance with this Agreement and Your order. For Cloud
Services that are specifically designed to allow Your customers, suppliers or other third parties to access
the Cloud Services to interact with You, such third parties will be considered “Users” subject to the terms of
this Agreement and Your order.
1.16. “You” and “Your” refers to the individual or entity that has executed this Agreement.
1.17. “Your Applications” means all software programs, including any source code for such programs,
that You or Your Users provide and load onto, or create using, any Oracle “platform-as-a-service” or
“infrastructureas-a-service” Cloud Services. Services under this Agreement, including Oracle Programs and
Services Environments, Oracle intellectual property, and all derivative works thereof, do not fall within the
meaning of the term “Your Applications.”
1.18. “Your Content” means all text, files, images, graphics, illustrations, information, data (including
Personal Data as that term is defined in the Data Processing Agreement for Oracle Cloud Services
described in ection 11.2 below), audio, video, photographs and other content and material (other than Your
Applications), in any format, provided by You or Your Users that reside in, or run on or through, the
Services Environment.
2. TERM OF AGREEMENT
Unless this Agreement is terminated earlier as described below, You may place orders governed by this
Agreement for a period of five years from the effective date of this Agreement (indicated below in Section
25). This Agreement will continue to govern any order for the duration of the Services Period of such order.
3. RIGHTS GRANTED
3.1 For the duration of the Services Period and subject to Your payment obligations, and except as
otherwise set forth in this Agreement or Your order, You have the non-exclusive, non-assignable, royalty
free, worldwide limited right to access and use the Services that You ordered, including anything developed
by Oracle and delivered to You as part of the Services, solely for Your internal business operations and
subject to the terms of this Agreement and Your order, including the Service Specifications. You may allow
Your Users to use the Services for this purpose and You are responsible for Your Users’ compliance with
this Agreement and the order.
3.2 You do not acquire under this Agreement any right or license to use the Services, including the Oracle
Programs and Services Environment, in excess of the scope and/or duration of the Services stated in Your
order. Upon the end of the Services ordered, Your right to access and use the Services will terminate.
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3.3 To enable Oracle to provide You and Your Users with the Services, You grant Oracle the right to use,
process and transmit, in accordance with this Agreement and Your order, Your Content and Your
Applications for the duration of the Services Period plus any additional post-termination period during which
Oracle provides You with access to retrieve an export file of Your Content and Your Applications. If Your
Applications include third party programs, You acknowledge that Oracle may allow providers of those third
party programs to access the Services Environment, including Your Content and Your Applications, as
required for the interoperation of such third party programs with the Services. Oracle will not be responsible
for any use, disclosure, modification or deletion of Your Content or Your Applications resulting from any
such access by third party program providers or for the interoperability of such third party programs with the
Services.
3.4 Except as otherwise expressly set forth in Your order for certain Cloud Services offerings (e.g., a
private cloud hosted at Your facility), You acknowledge that Oracle has no delivery obligation for Oracle
Programs and will not ship copies of such programs to You as part of the Services.
3.5 The Services may contain or require the use of Separately Licensed Third Party Technology. You are
responsible for complying with the Separate Terms specified by Oracle that govern Your use of Separately
Licensed Third Party Technology. Oracle may provide certain notices to You in the Service Specifications,
Program Documentation, readme or notice files in connection with such Separately Licensed Third Party
Technology. The third party owner, author or provider of such Separately Licensed Third Party Technology
retains all ownership and intellectual property rights in and to such Separately Licensed Third Party
Technology.
3.6 As part of certain Cloud Services offerings, Oracle may provide You with access to Third Party Content
within the Services Environment. The type and scope of any Third Party Content is defined in the Service
Specifications applicable to Your order. The third party owner, author or provider of such Third Party
Content retains all ownership and intellectual property rights in and to that content, and Your rights to use
such Third Party Content are subject to, and governed by, the terms applicable to such content as specified
by such third party owner, author or provider.
4. OWNERSHIP AND RESTRICTIONS
4.1 You retain all ownership and intellectual property rights in and to Your Content and Your Applications.
Oracle or its licensors retain all ownership and intellectual property rights to the Services, including Oracle
Programs and Ancillary Programs, and derivative works thereof, and to anything developed or delivered by
or on behalf of Oracle under this Agreement.
4.2 You may not, and may not cause or permit others to:
a) remove or modify any program markings or any notice of Oracle’s or its licensors’ proprietary rights;
b) make the programs or materials resulting from the Services (excluding Your Content and Your
Applications) available in any manner to any third party for use in the third party’s business operations
(unless such access is expressly permitted for the specific Services You have acquired);
c) modify, make derivative works of, disassemble, decompile, reverse engineer, reproduce, distribute,
republish or download any part of the Services (the foregoing prohibitions include but are not limited to
review of data structures or similar materials produced by programs) unless required to be permitted by law
for interoperability, or access or use the Services in order to build or support, and/or assist a third party in
building or supporting, products or Services competitive to Oracle;
d) perform or disclose any benchmark or performance tests of the Services, including the Oracle Programs;
e) perform or disclose any of the following security testing of the Services Environment or associated
infrastructure: network discovery, port and service identification, vulnerability scanning, password cracking,
remote access testing, or penetration testing; and
f) license, sell, rent, lease, transfer, assign, distribute, host, outsource, permit timesharing or service bureau
use, or otherwise commercially exploit or make available the Services, Oracle Programs, Ancillary
Programs, Services Environments or Oracle materials to any third party, other than as expressly permitted
under the terms of the applicable order.
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5. SERVICE SPECIFICATIONS
5.1 The Services are subject to and governed by Service Specifications applicable to Your order. Service
Specifications may define provisioning and management processes applicable to the Services (such as
capacity planning), types and quantities of system resources (such as storage allotments), functional and
technical aspects of the Oracle Programs, as well as any Services deliverables. You acknowledge that use
of the Services in a manner not consistent with the Service Specifications may adversely affect Services
performance and/or may result in additional fees. If the Services permit You to exceed the ordered quantity
(e.g., soft limits on counts for Users, sessions, storage, etc.), then You are responsible for promptly
purchasing additional quantity to account for Your excess usage. For any month that You do not promptly
purchase such additional quantity, Oracle may require You to pay, in addition to the fees for the additional
quantity, an excess usage fee for those Services equivalent to 10% of the fees for the additional quantity in
the month in which such excess usage occurred.
5.2 Oracle may make changes or updates to the Services (such as infrastructure, security, technical
configurations, application features, etc.) during the Services Period, including to reflect changes in
technology, industry practices, patterns of system use, and availability of Third Party Content. The Service
Specifications are subject to change at Oracle’s discretion; however, Oracle changes to the Service
Specifications will not result in a material reduction in the level of performance or availability of the
applicable Services provided to You for the duration of the Services Period.
5.3 Your order will specify the Data Center Region in which Your Services Environment will reside. As
described in the Service Specifications and to the extent applicable to the Cloud Services that You have
ordered, Oracle will provide production, test, and backup environments in the Data Center Region stated in
Your order. Oracle and its affiliates may perform certain aspects of Cloud Services, such as service
administration and support, as well as other Services (including Professional Services and disaster
recovery), from locations and/or through use of subcontractors, worldwide.
6. USE OF THE SERVICES
6.1 You are responsible for identifying and authenticating all Users, for approving access by such Users to
the Services, for controlling against unauthorized access by Users, and for maintaining the confidentiality of
usernames, passwords and account information. By federating or otherwise associating Your and Your
Users’ usernames, passwords and accounts with Oracle, You accept responsibility for the confidentiality
and timely and proper termination of user records in Your local (intranet) identity infrastructure or on Your
local computers. Oracle is not responsible for any harm caused by Your Users, including individuals who
were not authorized to have access to the Services but who were able to gain access because usernames,
passwords or accounts were not terminated on a timely basis in Your local identity management
infrastructure or Your local computers. You are responsible for all activities that occur under Your and Your
Users’ usernames, passwords or accounts or as a result of Your or Your Users’ access to the Services,
and agree to notify Oracle immediately of any unauthorized use. You agree to make every reasonable
effort to prevent unauthorized third parties from accessing the Services.
6.2 You agree not to use or permit use of the Services, including by uploading, emailing, posting,
publishing or otherwise transmitting any material, including Your Content, Your Applications and Third
Party Content, for any purpose that may (a) menace or harass any person or cause damage or injury to
any person or property, (b) involve the publication of any material that is false, defamatory, harassing or
obscene, (c) violate privacy rights or promote bigotry, racism, hatred or harm, (d) constitute unsolicited bulk
e-mail, “junk mail”, “spam” or chain letters; (e) constitute an infringement of intellectual property or other
proprietary rights, or (f) otherwise violate applicable laws, ordinances or regulations. In addition to any other
rights afforded to Oracle under this Agreement, Oracle reserves the right, but has no obligation, to take
remedial action if any material violates the restrictions in the foregoing sentence (the “Acceptable Use
Policy”), including the removal or disablement of access to such material. Oracle shall have no liability to
You in the event that Oracle takes such action. You shall have sole responsibility for the accuracy, quality,
integrity, legality, reliability, appropriateness and ownership of all of Your Content and Your Applications.
You agree to defend and indemnify Oracle against any claim arising out of a violation of Your obligations
under this section.
6.3 You are required to accept all patches, bug fixes, updates, maintenance and service packs (collectively,
“Patches”) necessary for the proper function and security of the Services, including for the Oracle
Programs, as such Patches are generally released by Oracle as described in the Service Specifications.
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Oracle is not responsible for performance or security issues encountered with the Cloud Services that
result from Your failure to accept the application of Patches that are necessary for the proper function and
security of the Services. Except for emergency or security related maintenance activities, Oracle will
coordinate with You the scheduling of application of Patches, where possible, based on Oracle’s next
available standard maintenance window.
7. TRIAL USE AND PILOT CLOUD SERVICES
7.1 Oracle may make available certain Cloud Services for trial, non-production purposes. Cloud Services
for trial purposes must be ordered under a separate agreement. Cloud Services acquired for trial purposes
are provided on an “as is” and “as available” basis and may not be used with production data that has not
been masked, anonymized or otherwise rendered unreadable. Oracle does not provide technical or other
support or offer any warranties for such Services.
7.2 Oracle may make available “conference room pilots” for certain Cloud Services under a separate
agreement. Conference room pilots ordered by You are described in Your order and are provided solely for
You to evaluate and test the Cloud Services for Your internal business purposes. Conference room pilots
are provided by Oracle on an “as is” and “as available” basis, and Oracle does not provide technical or
other support or offer any warranties for such Services. You may not include any production data in Your
conference room pilot Services Environment that has not been masked, anonymized or otherwise rendered
unreadable. You may be required to order certain Professional Services as a prerequisite to an order for a
conference room pilot.
7.3 Oracle may make available “production pilots” for certain Cloud Services under this Agreement.
Production pilots ordered by You are described in the Service Specifications applicable to Your order, and
are provided solely for You to evaluate and test Cloud Services for Your internal business purposes. You
may be required to order certain Professional Services as a prerequisite to an order for a production pilot.
8. FEES AND TAXES
8.1 All fees payable to Oracle are due within 30 days from the invoice date. Once placed, Your order is
noncancelable and the sums paid nonrefundable, except as provided in this Agreement or Your order. You
will pay any sales, value-added or other similar taxes imposed by applicable law that Oracle must pay
based on the Services You ordered, except for taxes based on Oracle’s income. Also, You will reimburse
Oracle for reasonable expenses related to providing any Professional Services. Fees for Services listed in
an order are exclusive of taxes and expenses.
8.2 You understand that You may receive multiple invoices for the Services You ordered. Invoices will be
submitted to You pursuant to Oracle's Invoicing Standards Policy, which may be accessed at
http://oracle.com/contracts.
8.3 You agree and acknowledge that You have not relied on the future availability of any Services,
programs or updates in entering into the payment obligations in Your order; however, the preceding does
not relieve Oracle of its obligation during the Services Period to deliver Services that You have ordered per
the terms of this Agreement.
9. SERVICES PERIOD; END OF SERVICES
9.1 Services provided under this Agreement shall be provided for the Services Period defined in Your
order, unless earlier suspended or terminated in accordance with this Agreement or the order. If stated in
the Service Specifications, certain Cloud Services that are ordered will Auto Renew for additional Services
Periods unless (i) You provide Oracle with written notice no later than thirty (30) days prior to the end of the
applicable Services Period of Your intention not to renew such Cloud Services, or (ii) Oracle provides You
with written notice no later than ninety (90) days prior to the end of the applicable Services Period of its
intention not to renew such Cloud Services.
9.2 Upon the end of the Services, You no longer have rights to access or use the Services, including the
associated Oracle Programs and Services Environments; however, at Your request, and for a period of up
to 60 days after the end of the applicable Services Period, Oracle will make available Your Content and
Your Applications then in the Services Environment for the purpose of retrieval by You. At the end of such
60 day period, and except as may be required by law, Oracle will delete or otherwise render inaccessible
any of Your Content and Your Applications that remain in the Services Environment.
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9.3 Oracle may temporarily suspend Your password, account, and access to or use of the Services if You
or Your Users violate any provision within the ‘Rights Granted’, ‘Ownership and Restrictions’, ‘Fees and
Taxes’, ‘Use of the Services’, or ‘Export’ sections of this Agreement, or if in Oracle’s reasonable judgment,
the Services or any component thereof are about to suffer a significant threat to security or functionality.
Oracle will provide advance notice to You of any such suspension in Oracle’s reasonable discretion based
on the nature of the circumstances giving rise to the suspension. Oracle will use reasonable efforts to reestablish the affected Services promptly after Oracle determines, in its reasonable discretion, that the
situation giving rise to the suspension has been cured; however, during any suspension period, Oracle will
make available to You Your Content and Your Applications as existing in the Services Environment on the
date of suspension. Oracle may terminate the Services under an order if any of the foregoing causes of
suspension is not cured within 30 days after Oracle’s initial notice thereof. Any suspension or termination
by Oracle under this paragraph shall not excuse You from Your obligation to make payment(s) under this
Agreement.
9.4 If either of us breaches a material term of this Agreement and fails to correct the breach within 30 days
of written specification of the breach, then the breaching party is in default and the non-breaching party
may terminate the order under which the breach occurred. If Oracle terminates the order as specified in the
preceding sentence, You must pay within 30 days all amounts that have accrued prior to such termination,
as well as all sums remaining unpaid for the Services under such order plus related taxes and expenses.
Except for nonpayment of fees, the nonbreaching party may agree in its sole discretion to extend the 30
day period for so long as the breaching party continues reasonable efforts to cure the breach. You agree
that if You are in default under this Agreement, You may not use those Services ordered.
9.5 If You have used an Oracle Financing Division contract to pay for the fees due under an order and You
are in default under that contract, You may not use the Services that are subject to such contract.
9.6 Provisions that survive termination or expiration of this Agreement are those relating to limitation of
liability, indemnification, payment and others which by their nature are intended to survive.
10. NONDISCLOSURE
10.1 By virtue of this Agreement, the parties may have access to information that is confidential to one
another (“Confidential Information”). We each agree to disclose only information that is required for the
performance of obligations under this Agreement. Confidential information shall be limited to the terms and
pricing under this Agreement, Your Content and Your Applications residing in the Services Environment,
and all information clearly identified as confidential at the time of disclosure.
10.2 A party’s Confidential Information shall not include information that: (a) is or becomes a part of the
public domain through no act or omission of the other party; (b) was in the other party’s lawful possession
prior to the disclosure and had not been obtained by the other party either directly or indirectly from the
disclosing party; (c) is lawfully disclosed to the other party by a third party without restriction on the
disclosure; or (d) is independently developed by the other party.
10.3 We each agree not to disclose each other’s Confidential Information to any third party other than as
set forth in the following sentence for a period of three years from the date of the disclosing party’s
disclosure of the Confidential Information to the receiving party; however, Oracle will hold Your Confidential
Information that resides within the Services Environment in confidence for as long as such information
resides in the Services Environment. We each may disclose Confidential Information only to those
employees, agents or subcontractors who are required to protect it against unauthorized disclosure in a
manner no less protective than required under this Agreement. Oracle will protect the confidentiality of Your
Content or Your Applications residing in the Services Environment in accordance with the Oracle security
practices defined as part of the Service Specifications applicable to Your order. In addition, Your Personal
Data will be treated in accordance with the terms of Section 11 below. Nothing shall prevent either party
from disclosing the terms or pricing under this Agreement or orders placed under this Agreement in any
legal proceeding arising from or in connection with this Agreement or from disclosing the Confidential
Information to a governmental entity as required by law.
11. DATA PROTECTION
11.1 In performing the Services, Oracle will comply with the Oracle Services Privacy Policy, which is
available at http://www.oracle.com/html/Services-privacy-policy.html and incorporated herein by reference.
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The Oracle Services Privacy Policy is subject to change at Oracle’s discretion; however, Oracle policy
changes will not result in a material reduction in the level of protection provided for Your Personal Data
provided as part of Your Content during the Services Period of Your order.
11.2 Oracle’s Data Processing Agreement for Oracle Cloud Services (the “Data Processing Agreement”),
which is available at http://www.oracle.com/dataprocessingagreement and incorporated herein by
reference, describes the parties’ respective roles for the processing and control of Personal Data that You
provide to Oracle as part of the Cloud Services. Oracle will act as a data processor, and will act on Your
instruction concerning the treatment of Your Personal Data residing in the Services Environment, as
specified in this Agreement, the Data Processing Agreement and the applicable order. You agree to
provide any notices and obtain any consents related to Your use of the Services and Oracle’s provision of
the Services, including those related to the collection, use, processing, transfer and disclosure of Personal
Data.
11.3 The Service Specifications applicable to Your order define the administrative, physical, technical and
other safeguards applied to Your Content residing in the Services Environment, and describe other aspects
of system management applicable to the Services. You are responsible for any security vulnerabilities, and
the consequences of such vulnerabilities, arising from Your Content and Your Applications, including any
viruses, Trojan horses, worms or other programming routines contained in Your Content or Your
Applications that could limit or harm the functionality of a computer or that could damage, intercept or
expropriate data.
11.4 You may not provide Oracle access to health, payment card or similarly sensitive personal information
that imposes specific data security obligations for the processing of such data unless specified in Your
order. If available, You may purchase services from Oracle (e.g., Oracle Payment Card Industry
Compliance Services, Oracle HIPAA Security Services, Oracle Federal Security Services, etc.) designed to
address particular data protection requirements applicable to Your business or Your Content.
12. WARRANTIES, DISCLAIMERS AND EXCLUSIVE REMEDIES
12.1 Oracle warrants that it will perform (i) Cloud Services in all material respects as described in the
Service Specifications, and (ii) Professional Services in a professional manner in accordance with the
Service Specifications. If the Services provided to You were not performed as warranted, You must
promptly provide written notice to Oracle that describes the deficiency in the Services (including, as
applicable, the service request number notifying Oracle of the deficiency in the Services).
12.2 ORACLE DOES NOT GUARANTEE THAT (A) THE SERVICES WILL BE PERFORMED ERRORFREE 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, SERVICES 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 ARISE FROM YOUR CONTENT, YOUR APPLICATIONS OR
THIRD PARTY CONTENT. ORACLE DOES NOT MAKE ANY REPRESENTATION OR WARRANTY
REGARDING THE RELIABILITY, ACCURACY, COMPLETENESS, CORRECTNESS, OR USEFULNESS
OF THIRD PARTY CONTENT OR SERVICES, AND DISCLAIMS ALL LIABILITIES ARISING FROM OR
RELATED TO THIRD PARTY CONTENT OR SERVICES.
12.3 FOR ANY BREACH OF THE SERVICES WARRANTY, YOUR EXCLUSIVE REMEDY AND
ORACLE’S ENTIRE LIABILITY SHALL BE THE CORRECTION OF THE DEFICIENT SERVICES THAT
CAUSED THE BREACH OF WARRANTY, OR, IF ORACLE CANNOT SUBSTANTIALLY CORRECT THE
DEFICIENCY IN A COMMERCIALLY REASONABLE MANNER, YOU MAY END THE DEFICIENT
SERVICES AND ORACLE WILL REFUND TO YOU THE FEES FOR THE TERMINATED SERVICES
THAT YOU PRE-PAID TO ORACLE FOR THE PERIOD FOLLOWING THE EFFECTIVE DATE OF
TERMINATION.
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12.4 TO THE EXTENT NOT PROHIBITED BY LAW, THESE WARRANTIES ARE EXCLUSIVE AND ALL
OTHER WARRANTIES OR CONDITIONS, WHETHER EXPRESS OR IMPLIED, ARE EXPRESSLY
EXCLUDED, INCLUDING FOR SOFTWARE, HARDWARE, SYSTEMS, NETWORKS OR
ENVIRONMENTS OR FOR MERCHANTABILITY, SATISFACTORY QUALITY AND FITNESS FOR A
PARTICULAR PURPOSE.
13. LIMITATION OF LIABILITY
NOTHING IN THIS AGREEMENT SHALL LIMIT ORACLE’S LIABILITY FOR PERSONAL INJURY OR
DEATH CAUSED BY THE NEGLIGENCE OF ORACLE, OR ORACLE’S LIABILITY IN THE TORT OF
DECEIT. NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE,
OR CONSEQUENTIAL DAMAGES, OR ANY LOSS OF REVENUE OR PROFITS (EXCLUDING FEES
UNDER THIS AGREEMENT), DATA, OR DATA USE. ORACLE’S AGGREGATE LIABILITY FOR ALL
DAMAGES ARISING OUT OF OR RELATED TO THIS AGREEMENT OR YOUR ORDER, WHETHER IN
CONTRACT OR TORT, OR OTHERWISE, SHALL BE LIMITED TO THE TOTAL AMOUNTS ACTUALLY
PAID TO ORACLE FOR THE SERVICES UNDER THE ORDER GIVING RISE TO THE LIABILITY IN THE
TWELVE (12) MONTH PERIOD IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO SUCH
LIABILITY LESS ANY REFUNDS OR CREDITS RECEIVED BY YOU FROM ORACLE UNDER SUCH
ORDER.
14. INDEMNIFICATION
14.1 Subject to the terms of this Section 14 (Indemnification), if a third party makes a claim against either
You or Oracle (“Recipient” which may refer to You or Oracle depending upon which party received the
Material), that any information, design, specification, instruction, software, service, data, hardware, or
material (collectively, “Material”) furnished by either You or Oracle (“Provider” which may refer to You or
Oracle depending on which party provided the Material) and used by the Recipient infringes the third
party’s intellectual property rights, the Provider, at the Provider’s sole cost and expense, will defend the
Recipient against the claim and indemnify the Recipient from the damages, liabilities, costs and expenses
awarded by the court to the third party claiming infringement or the settlement agreed to by the Provider, if
the Recipient does the following:
a. notifies the Provider promptly in writing, not later than 30 days after the Recipient receives notice of the
claim (or sooner if required by applicable law);
b. gives the Provider sole control of the defense and any settlement negotiations; and
c. gives the Provider the information, authority and assistance the Provider needs to defend against or
settle the claim.
14.2 If the Provider believes or it is determined that any of the Material may have violated a third party’s
intellectual property rights, the Provider may choose to either modify the Material to be non-infringing (while
substantially preserving its utility or functionality) or obtain a license to allow for continued use, or if these
alternatives are not commercially reasonable, the Provider may end the license for, and require return of,
the applicable Material and refund any unused, prepaid fees the Recipient may have paid to the other party
for such Material. If such return materially affects Oracle’s ability to meet its obligations under the relevant
order, then Oracle may, at its option and upon 30 days prior written notice, terminate the order.
14.3 The Provider will not indemnify the Recipient if the Recipient (a) alters the Material or uses it outside
the scope of use identified in the Provider’s user or program documentation or Service Specifications, (b)
uses a version of the Material which has been superseded, if the infringement claim could have been
avoided by using an unaltered current version of the Material which was made available to the Recipient, or
(c) continues to use the applicable Material after the end of the license to use that Material. The Provider
will not indemnify the Recipient to the extent that an infringement claim is based upon any information,
design, specification, instruction, software, service, data, hardware or material not furnished by the
Provider. Oracle will not indemnify You for any portion of an infringement claim that is based upon the
combination of any Material with any products or Services not provided by Oracle. Oracle will not indemnify
You to the extent that an infringement claim is based on Third Party Content or any Material from a third
party portal or other external source that is accessible to You within or from the Services (e.g., a social
media post from a third party blog or forum, a third party Web page accessed via a hyperlink, etc.). Oracle
will not indemnify You for infringement caused by Your actions against any third party if the Services as
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delivered to You and used in accordance with the terms of this Agreement would not otherwise infringe any
third party intellectual property rights. Oracle will not indemnify You for any intellectual property
infringement claim(s) known to You at the time Services rights are obtained.
14.4 The term “Material” defined above does not include Separately Licensed Third Party Technology.
Solely with respect to Separately Licensed Third Party Technology that is part of or is required to use the
Cloud Services and that is used: (a) in unmodified form; (b) as part of or as required to use the Cloud
Services; and (c) in accordance with the usage grant for the relevant Cloud Services and all other terms
and conditions of this Agreement, Oracle will indemnify You for infringement claims for Separately Licensed
Third Party Technology to the same extent as Oracle is required to provide infringement indemnification for
Materials under the terms of the Agreement.
14.5 This Section 14 provides the parties’ exclusive remedy for any infringement claims or damages.
15. THIRD PARTY WEB SITES, CONTENT, PRODUCTS AND SERVICES
15.1 The Services may enable You to link to, transmit Your Content to, or otherwise access, other Web
sites, content, products, services, and information of third parties. Oracle does not control and is not
responsible for such Web sites or any such content , products, services and information accessible from or
provided through the Services, and You bear all risks associated with access to and use of such Web sites
and third party content, products, services and information.
15.2 Any Third Party Content made accessible by Oracle in or through the Services Environment is
provided on an “as-is” and “as available” basis without any warranty of any kind. Third Party Content may
be indecent, offensive, inaccurate, infringing or otherwise objectionable or unlawful, and You acknowledge
that Oracle is not responsible for and under no obligation to control, monitor or correct Third Party Content;
however, Oracle reserves the right to take remedial action if any such content violates applicable
restrictions under Section 6.2 of this Agreement, including the removal of, or disablement of access to,
such content.
15.3 You acknowledge that: (i) the nature, type, quality and availability of Third Party Content may change
at any time during the Services Period, and (ii) features of the Services that interoperate with third parties
such as Facebook™, YouTube™ and Twitter™, etc. (each, a “Third Party Service”), depend on the
continuing availability of such third parties’ respective application programming interfaces (APIs) for use
with the Services. Oracle may update, change or modify the Services under this Agreement as a result of a
change in, or unavailability of, such Third Party Content, Third Party Services or APIs. If any third party
ceases to make its Third Party Content or APIs available on reasonable terms for the Services, as
determined by Oracle in its sole discretion, Oracle may cease providing access to the affected Third Party
Content or Third Party Services without any liability to You. Any changes to Third Party Content, Third
Party Services or APIs, including their availability or unavailability, during the Services Period does not
affect Your obligations under this Agreement or the applicable order, and You will not be entitled to any
refund, credit or other compensation due to any such changes.
15.4 Any Third Party Content that You store in Your Services Environment will count towards any storage
or other allotments applicable to the Cloud Services that You ordered.
16. SERVICES TOOLS AND ANCILLARY PROGRAMS
16.1 Oracle may use tools, scripts, software, and utilities (collectively, the “Tools”) to monitor and
administer the Services and to help resolve Your Oracle service requests. The Tools will not collect or store
any of Your Content or Your Applications residing in the Services Environment, except as necessary to
provide the Services or troubleshoot service requests or other problems in the Services. Information
collected by the Tools (excluding Your Content and Your Applications) may also be used to assist in
managing Oracle’s product and service portfolio, to help Oracle address deficiencies in its product and
service offerings, and for license and Services management.
16.2 As part of the Cloud Services, Oracle may provide You with on-line access to download certain
Ancillary Programs for use with the Services. If Oracle does not specify separate terms for such Ancillary
Programs, then, subject to Your payment obligations, You have the non-exclusive, non-assignable, royalty
free, worldwide limited right to use such Ancillary Programs solely to facilitate Your access to, operation of,
and/or use of the Services Environment, subject to the terms of this Agreement and Your order, including
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the Services Specifications. Your right to use such Ancillary Programs will terminate upon the earlier of
Oracle’s notice (which may be through posting on https://support.oracle.com or such other URL designated
by Oracle), the end of the Cloud Services associated with the Ancillary Programs, or the date on which the
license to use the Ancillary Programs ends under the Separate Terms specified for such programs.
17. SERVICE ANALYSES
Oracle may (i) compile statistical and other information related to the performance, operation and use of the
Services, and (ii) use data from the Services Environment in aggregated form for security and operations
management, to create statistical analyses, and for research and development purposes (clauses i and ii
are collectively referred to as “Service Analyses”). Oracle may make Service Analyses publicly available;
however, Service Analyses will not incorporate Your Content or Confidential Information in a form that
could serve to identify You or any individual, and Service Analyses do not constitute Personal Data. Oracle
retains all intellectual property rights in Service Analyses.
18. EXPORT
18.1 Export laws and regulations of the United States and any other relevant local export laws and
regulations apply to the Services. You agree that such export laws govern Your use of the Services
(including technical data) and any Services deliverables provided under this Agreement, and You agree to
comply with all such export laws and regulations (including “deemed export” and “deemed re-export”
regulations). You agree that no data, information, software programs and/or materials resulting from
Services (or direct product thereof) will be exported, directly or indirectly, in violation of these laws, or will
be used for any purpose prohibited by these laws including, without limitation, nuclear, chemical, or
biological weapons proliferation, or development of missile technology.
18.2 You acknowledge that the Cloud Services are designed with capabilities for You and Your Users to
access the Services Environment without regard to geographic location and to transfer or otherwise move
Your Content and Your Applications between the Services Environment and other locations such as User
workstations. You are solely responsible for the authorization and management of User accounts, as well
as export control and geographic transfer of Your Content and Your Applications.
19. FORCE MAJEURE
Neither of us shall be responsible for failure or delay of performance if caused by: an act of war, hostility, or
sabotage; act of God; pandemic; electrical, internet, or telecommunication outage that is not caused by the
obligated party; government restrictions (including the denial or cancelation of any export, import or other
license); or other event outside the reasonable control of the obligated party. We both will use reasonable
efforts to mitigate the effect of a force majeure event. If such event continues for more than 30 days, either
of us may cancel unperformed Services and affected orders upon written notice. This Section does not
excuse either party’s obligation to take reasonable steps to follow its normal disaster recovery procedures
or Your obligation to pay for the Services.
20. GOVERNING LAW AND JURISDICTION
This Agreement is governed by English law and You and Oracle agree to submit to the exclusive
jurisdiction of, and venue in, the courts of England in any dispute arising out of or relating to this
Agreement.
21. NOTICE
21.1 Any notice required under this Agreement shall be provided to the other party in writing. If You have a
dispute with Oracle or if You wish to provide a notice under the Indemnification Section of this Agreement,
or if You become subject to insolvency or other similar legal proceedings, You will promptly send written
notice to: Oracle Corporation UK Limited, Oracle Parkway, Thames Valley Park, Reading, Berkshire RG6
1RA, marked for the attention of the Director of Legal Services, Legal Department.
21.2 To request a termination of Services in accordance with this Agreement, You must submit a service
request to Oracle at the address specified in Your order or the Service Specifications.
21.3 Oracle may give notices applicable to Oracle’s Cloud Services customer base by means of a general
notice on the Oracle portal for the Cloud Services, and notices specific to You by electronic mail to Your eOracle Service Definition for <Oracle ERP Cloud Service>
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mail address on record in Oracle’s account information or by written communication sent by first class mail
or pre-paid post to Your address on record in Oracle’s account information.
22. ASSIGNMENT
You may not assign this Agreement or give or transfer the Services (including the Oracle Programs) or an
interest in them to another individual or entity. If You grant a security interest in any portion of the Services,
the secured party has no right to use or transfer the Services or any deliverables, and if You decide to
finance Your acquisition of the Services, You will follow Oracle’s policies regarding financing which are at
http://oracle.com/contracts. The foregoing shall not be construed to limit the rights You may otherwise have
with respect to Separately Licensed Third Party Technology licensed under open source or similar license
terms.
23. OTHER
23.1 Oracle is an independent contractor and we agree that no partnership, joint venture, or agency
relationship exists between us. We each will be responsible for paying our own employees, including
employment related taxes and insurance. You shall defend and indemnify Oracle against liability arising
under any applicable laws, ordinances or regulations related to Your termination or modification of the
employment of any of Your employees in connection with any Services under this Agreement. You
understand that Oracle’s business partners and other third parties, including any third party firms retained
by You to provide consulting or implementation services or applications that interact with the Cloud
Services, are independent of Oracle and are not Oracle’s agents. Oracle is not liable for, bound by, or
responsible for any problems with the Services arising due to, any acts of any such business partner or
third party, unless the business partner or third party is providing Services as an Oracle subcontractor on
an engagement ordered under this Agreement and, if so, then only to the same extent as Oracle would be
responsible for Oracle resources under this Agreement.
23.2 If any term of this Agreement is found to be invalid or unenforceable, the remaining provisions will
remain effective and such term shall be replaced with another term consistent with the purpose and intent
of this Agreement.
23.3 Except for actions for nonpayment or breach of Oracle’s proprietary rights, no action, regardless of
form, arising out of or relating to this Agreement may be brought by either party more than two years after
the cause of action has accrued.
23.4 Oracle Programs and Services are not designed for or specifically intended for use in nuclear facilities
or other hazardous applications. You agree that it is Your responsibility to ensure safe use of Oracle
Programs and Services in such applications.
23.5 You shall obtain at Your sole expense any rights and consents from third parties necessary for Your
Content, Your Applications, and Third Party Content, as well as other vendor’s products provided by You
that You use with the Services, including such rights and consents as necessary for Oracle to perform the
Services under this Agreement.
23.6 You agree to provide Oracle with all information, access and full good faith cooperation reasonably
necessary to enable Oracle to provide the Services and You will perform the actions identified in Your order
as Your responsibilities.
23.7 You remain solely responsible for Your regulatory compliance in connection with Your use of the
Services. You are responsible for making Oracle aware of any technical requirements that result from Your
regulatory obligations prior to entering into an order governed by this Agreement. Oracle will cooperate with
Your efforts to determine whether use of the standard Oracle Services offering is consistent with those
requirements. Additional fees may apply to any additional work performed by Oracle or changes to the
Services.
23.8 Oracle may audit Your use of the Services (e.g., through use of software tools) to assess whether
Your use of the Services is in accordance with Your order and the terms of this Agreement. You agree to
cooperate with Oracle’s audit and provide reasonable assistance and access to information. Any such audit
shall not unreasonably interfere with Your normal business operations. You agree to pay within 30 days of
written notification any fees applicable to Your use of the Services in excess of Your rights. If You do not
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pay, Oracle can end Your Services and/or Your order. You agree that Oracle shall not be responsible for
any of Your costs incurred in cooperating with the audit.
23.9 The purchase of Cloud Services, Professional Services, or other service offerings, programs or
products are all separate offers and separate from any other order. You understand that You may purchase
Cloud Services, Professional Services, or other service offerings, programs or products independently of
any other order. Your obligation to pay under any order is not contingent on performance of any other
service offerings or delivery of programs or products.
23.10 A person who is not a party to this Agreement has no rights under the Contracts (Rights of Third
Parties) Act of 1999 to enforce any term of this Agreement but this does not affect any right or remedy of a
third party that exists or is available apart from that Act.
24. ENTIRE AGREEMENT
24.1 You agree that this Agreement and the information which is incorporated into this Agreement by
written reference (including reference to information contained in a URL or referenced policy), together with
the applicable order, is the complete agreement for the Services ordered by You and supersedes all prior
or contemporaneous agreements or representations, written or oral, regarding such Services. Nothing in
this Agreement excludes or limits Oracle’s liability for deceit or fraudulent misrepresentation.
24.2 It is expressly agreed that the terms of this Agreement and any Oracle order shall supersede the
terms in any purchase order, procurement internet portal, or other similar non-Oracle document and no
terms included in any such purchase order, portal, or other non-Oracle document shall apply to the
Services ordered. In the event of any inconsistencies between the terms of an order and the Agreement,
the order shall take precedence; however, unless expressly stated otherwise in an order, the terms of the
Data Processing Agreement shall take precedence over any inconsistent terms in an order. Except as
otherwise permitted in Section 5 (Service Specifications), Section 11 (Data Protection) and Section 15
(Third Party Web Sites) with respect to the Services, this Agreement and orders hereunder may not be
modified and the rights and restrictions may not be altered or waived except in a writing signed or accepted
online through the Oracle Store by authorized representatives of You and of Oracle. No third party
beneficiary relationships are created by this Agreement.
25. CLOUD SERVICES EFFECTIVE DATE
The Effective Date of this Cloud Services Agreement is ________________________________. (DATE
TO BE
COMPLETED BY ORACLE)
Company Name:___________________________ Oracle Corporation UK Limited
Authorized Authorized
Signature:_________________________________ Signature:__________________________
Name:____________________________________ Name: _____________________________
Title: _____________________________________ Title: _______________________________
Signature Date: _____________________________ Signature Date: ______________________
Agreement No.: _____________________________[to be completed by Oracle]
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