ORACLE START-UP PACK
SERVICES EXHIBIT
This exhibit incorporates by reference the terms of your ordering document for Exadata Database Machine,
Oracle Exalytics In-Memory Machine and/or SuperCluster Start Up Pack Services.
1. Description of Services
If your ordering document contains Start-Up Pack services for the Exadata Database Machine(s), Oracle
Exalytics In-Memory Machine and/or SuperCluster, Oracle will perform the following services:
A. Start-Up Advisory Services
1. Start-Up Advisory Services – Exadata Database Machine(s) and/or SuperCluster
If your ordering document contains Start-Up Pack services for Exadata Database Machine(s) and/or
SuperCluster, Oracle will provide one (1) resource for up to fifteen (15) person days over a
consecutive three (3) week period, to assist you with Start-Up Advisory services, which include but
are not limited to the following:
a. Review possible migration paths from your existing systems and environments to an Oracle
Exadata or Oracle SuperCluster environment;
b. Review your existing operational business practices and assess them against a proposed Oracle
Exadata or Oracle SuperCluster implementation;
c. Provide security, maximum availability architecture (MAA), and consolidation guidance for
proposed Oracle Exadata or Oracle SuperCluster implementation;
d. Recommend approaches to a proposed Oracle Exadata or Oracle SuperCluster implementation;
and
e. Provide recommendations to facilitate readiness of your existing systems and environments for a
proposed Oracle Exadata or Oracle SuperCluster implementation.
Start-Up Advisory Services will cover (1) Business Function. “Business Function” means the same
configuration and patch set, therefore one Start-Up Advisory service can cover multiple racks with
the same Business Function.
Start-Up Advisory services shall commence upon the earlier of (i) the date on which you and Oracle
mutually agree that such services shall commence or (ii) six (6) months from the effective date of the
ordering document.
2. Start-Up Advisory Services for Oracle Exalytics In-Memory Machine(s)
If your ordering document contains Start-Up Pack services for Oracle Exalytics In-Memory
Machine(s), Oracle will provide one (1) resource for up to ten (10) person days to assist you with
Start-up Advisory services, which may include but are not limited to the following:
a. Map business requirements to Oracle Exalytics core features;
b. Plan Oracle Business Intelligence and/or Enterprise Performance Management application
deployment and configuration;
c. Provide Oracle Business Intelligence and/or Enterprise Performance Management application
migration and structured performance testing strategies;
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d. Provide Oracle Exalytics implementation industry recommended practices and new feature
overview; and
e. Provide Oracle Exalytics architecture, migration, and operational readiness recommendations.
Start-Up Advisory services shall commence upon the earlier of (i) the date on which you and Oracle
mutually agree that such services shall commence or (ii) six (6) months from the effective date of the
ordering document. Start-up Advisory services for the Exalytics In-Memory Machine(s) identified
in this section are performed once per Exalytics box.
B. Installation Services
1. If your order is for Exadata Database Machine and/or SuperCluster, Oracle will perform one (1) time
per rack the following installation services. If your order is for Exalytics In-Memory Machine,
Oracle will perform one (1) time per unit the following installation services:
a. Site and installation planning;
b. Installation and configuration of hardware and operating system software;
c. Power-on hardware;
d. Bring-up operating system on hardware;
e. Installation verification;
f. Verification of firmware levels;
g. Physical connection to your network: and
h. Build diagrams and Bill of Materials.
Unless otherwise agreed between the parties, installation services shall commence within 15 days from
the conclusion of the Start-up Advisory services.
C. Configuration Services
1. Configuration Services – Exadata Database Machine
If your order is for the Exadata Database Machine, Oracle will perform one (1) time per rack the
following configuration services:
a. Review the build diagram and Bill of Materials provided to you at the end of installation services
activity.
b. Configure Exadata Storage Servers:
 Setup database connectivity;
 Configure shared storage;
 Configure logins and network addresses;
 Create a cell, cell disks and grid disks;
 Set up configuration files for a database server host;
 Install Oracle Database including Automated Storage Management (ASM), Cluster Ready
Services (CRS) and Real Application Clusters (RAC) and Oracle Virtual Machine (OVM);
 Install any required database patches as listed in the Critical Issue My Oracle Support
document;
 Create ASM disk group for Oracle Exadata Storage Server Software;
 Create Oracle default database consisting of up to (2) RAC clusters and up to four (4) OVM;
and
 Configure the following optional items, if required;
i. Enable Write Back Flash Cache (WBFC) on your database servers
ii. Enable Oracle ASM Cluster File Systems (ACFS) on your storage servers
iii. Configure Link Aggregation Control Protocol (LACP) provides active - active
bonding for one network (client or backup)
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iv. Configure Virtual Local Area Network (VLAN) tagging – for one client and one
backup network
 Configure the Exadata Oracle Enterprise Manager (OEM) agent from your currently installed
OEM.
c. Perform post-installation tasks:
 Perform post installation verification; and
 Provide final summary report.
Unless otherwise agreed between the parties, configuration services shall commence within ten (10)
days from the conclusion of the Installation services.
2. Configuration Services – SuperCluster
If your order is for the SuperCluster, Oracle will perform one (1) time per rack the following
configuration services:
a. Review the build diagram and Bill of Materials provided to you at the end of installation services
activity.
b. Configure SuperCluster compute nodes as follows:
 Configure network (Ethernet <client access network, backup network and/or management
network>, and, InfiniBand);
 Configure either link aggregation or virtual lan (VLAN) tagging on Ethernet network(s);
 Partition InfiniBand switch;
 Configure logical domains (i.e., combination of dedicated database/application/root
domains), IO domains and Solaris instances per SuperCluster models as follows:
i. SuperCluster T5-8: up to eight (8) logical domains, up to four (4) IO domains and eight
(8) instances of Solaris;
ii. SuperCluster M7: up to eight (8) logical domains per compute node with a maximum of
sixteen (16) logical domains, up to eight (8) IO domains, and up to a maximum of
sixteen (16) instances of Solaris per interconnected SuperCluster M7 system; or
iii. SuperCluster M6-32: up to four (4) logical domains per physical domain with a
maximum of sixteen (16) logical domains, up to four (4) IO domains, and up to four
(4) instances of Solaris per physical domain per SuperCluster M6-32 rack.
c. Configure the ZFS Storage Appliance.
d. Establish and validate the physical connection to your network.
e. Configure Exadata Storage Servers:
 Setup database connectivity;
 Configure shared storage;
 Configure logins and network addresses;
 Create a cell, cell disks and grid disks;
 Set up configuration files for a database server host;
 Install Oracle Database including Automated Storage Management (ASM), Cluster Ready
Services (CRS) and Real Application Clusters (RAC);
 Configure up to four (4) Real Application Clusters (RAC), with two (2) nodes per cluster
using one of the following:
i. Dedicated domains, global zones only, on a flat client VLAN; or
ii. Global and non-global zones, up to four (4) non-global zones in dedicated database
domains deployment on flat client VLAN; or
iii. Non-Global zones, up to eight (8) non-global zones in dedicated database domains
deployment on a flat client VLAN; or
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iv. IO database domains on flat client VLAN.
 Install any required database patches, as listed in the Critical Issue My Oracle Support
document;
 Create ASM disk group for Oracle Exadata Storage Server Software; and
 Create Oracle default database consisting of one (1) RAC instance.
f. Configure Oracle Configuration Manager (OCM);
g. Configure SuperCluster M7 and SuperCluster T5-8:
 Configure SuperCluster Backup Tool (osc-config-backup) with your integrated ZFS Storage
Appliance.
 Configure the SuperCluster Oracle Enterprise Manager (OEM) agent from your current
installed Oracle Enterprise Manager.
h. Post-installation tasks:
 Perform post installation verification; and
 Provide final summary report.
Unless otherwise agreed between the parties, configuration services shall commence within ten (10) days
from the conclusion of the installation services.
3. Oracle Exalytics In-Memory Machine Configuration Services
If your order contains configuration services for Exalytics In-Memory Machine, Oracle will perform
(1) time per machine the following services:
a. Configure the Exalytics Server(s):
 Install and configure Oracle VM Manager on a customer supplied VM or machine other than
Exalytics;
 Re-image system to Oracle VM;
 Configure Oracle VM;
 Create up to two Oracle VM on your Exalytics server;
 Configure one (1) network connection for each Oracle VM guest and one (1) network
configuration for each Oracle VM Server (OVS);
 Configure users and login accounts;
 Configure network (Ethernet, InfiniBand (IB1));
 Setup connectivity to an existing database outside the Exalytics system;
 Run Repository Creation Utility (RCU) to create required Oracle Business Intelligence (BI)
schemas against the database;
 Configure internal Exalytics storage;
 Configure server by turning off sub-capacity features as required; and
 Install and configure up to two (2) instances of the standard Exalytics software components
listed below. You may select any combination of the following:
i.
Oracle Business Intelligence Enterprise Edition (OBIEE) which includes the following
components:
a. Business Intelligence Enterprise Edition;
b. Business Intelligence Publisher;
c. Real Time Decisions (optional); and
d. Embedded Essbase Suite (optional).
e. Oracle Times Ten In-Memory Database which includes the following
components:
1. TimesTen Client;
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ii.
2. TimesTen Server; and
3. Data Manager.
Oracle Business Intelligence Enterprise Edition (OBIEE) which includes the following
components:
a. Business Intelligence Enterprise Edition;
b. Business Intelligence Publisher;
c. Real Time Decisions (optional);
d. Embedded Essbase Suite (optional).
e. Oracle Database 12c which includes the following components:
iii.
iv.
1. Oracle Database 12c single instance server; and
2. Oracle Database 12c In-memory option.
Oracle Endeca which includes the following components: (Note: not available for
Exalytics T- series):
a. Endeca Server;
b. Endeca Studio;
c. Endeca Provision; and
d. Endeca Integration Server (ETL).
e. For the avoidance of doubt, the following services are excluded from the Endeca
services which may be purchased separately:
1. Endeca client tools;
2. Integrator client;
3. Text Enrichment; and
4. Sentiment Analysis.
Oracle Essbase with optional Enterprise Performance Management (EPM) Foundation
Services.
a. The scope of EPM services may vary based upon the version of the EPM software.
Additional information applicable to your version of EPM is available at
http://www.oracle.com/technetwork/middleware/bi-foundation/hyperionsupported-platforms-085957.html
b. You may select any combination of the following EPM components for
configuration:
1. Shared Services;
2. Calculation Manager;
3. EPM Workspace;
4. Essbase;
5. Administration Services;
6. Provider Services;
7. Essbase Studio; and
8. Financial Reporting; and
9. Oracle Hyperion Planning
c. For the avoidance of doubt, the following services are excluded from the EPM
services and may be purchased separately:
1. EPM Architect;
2. Essbase Integration Services;
3. Interactive Reporting;
4. SQR Production Reporting;
5. Web Analysis;
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6.
7.
8.
9.
10.
11.
12.
13.
14.
Financial Management;
Performance Scorecard;
Strategic Finance;
Profitability & Cost Management;
Financial Close Management;
Disclosure Management;
Data Relationship Management;
FDM; and
FDMEE.
b. Post-Installation Tasks:
 Perform post installation verification; and
 Provide final summary report.
1
IB configuration of Exalytics to any Oracle engineered system in an OVM environment is outside
the scope of service described in this exhibit.
Unless otherwise agreed between the parties, all configuration services shall commence within ten (10)
days from the conclusion of the installation services.
3.1. Oracle Exalytics In-Memory Machine Configuration Services: Virtualization
If your order contains virtualization configuration services for Oracle Exalytics In-Memory
Machine, Oracle will perform one (1) time per machine the following services:
a. Configure the Exalytics Server(s):
 Install and configure Oracle VM (OVM) Manager on your virtual machine or any
other non-Exalytics machine;
 Re-image system to OVM;
 Configure OVM;
i. Create up to two (2) Oracle Virtual Machines (OVM) on your Exalytics X-series
system or
ii. Create up to two (2) Logical Domains (LDOM) and up to two (2) empty Solaris
Zones on each LDOM; no additional software will be installed or configured on your
Exalytics T-series system; and
 Configure user and login accounts.
NOTE: Additional instances of OVM guests or Zones may be purchased as described in Section
F.3. below.
3.2. Oracle Exalytics In-Memory Machine Configuration Services: Clustering
If your order contains clustering configuration services for Oracle Exalytics In-Memory
Machine, Oracle will perform one (1) time per machine the following services:
a. Configure the Exalytics Server(s):
 Configure one (1) or both of the following:
i. OBIEE, TimesTen and Essbase for clustering; and/or
ii. OBIEE WebLogic Administration Server for high availability.
 Check cluster connectivity by verifying the following:
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i. OBIEE scalability settings;
ii. OBIEE failover settings; and
iii. Persistent store configuration (move), on an existing shared storage..
3.3. Oracle Exalytics In-Memory Machine Configuration Services: Additional Software
If your order contains Additional Software configuration services for Oracle Exalytics InMemory Machine, Oracle will perform one (1) time per machine the following services:
a. Configure the Exalytics Server(s) for Additional Software:
 Standard software installation and configuration of one (1) of the following Exalytics
software components:
i. OBIEE and Oracle Times Ten In-Memory Database; or
ii. OBIEE and Oracle Database 12c In-Memory option; or
iii. Oracle Essbase with optional Enterprise Performance Management (EPM)
Foundation Services; or
iv. Oracle Endeca; or
v. Web Analysis; or
vi. Interactive Reporting; or
vii. EPMA Architect; or
viii. Two (2) empty Solaris Zones on Exalytics T-series, or Two (2) empty OVM
Guests on Exalytics X-series; no additional software will be installed will be
installed on your Exalytics system. or
ix. OEM Agent (one (1) instance per machine or one (1) agent per OVM guest); no
OEM discovery of the system will be carried out or
x. Clustering per node for OBIEE, TimesTen and Essbase; or
xi. Clustering per node for OBIEE, with standalone Oracle Database 12c In-Memory
option and Essbase; or
xii. Clustering per node for OBIEE WebLogic Administration Server (high
availability).

For the avoidance of doubt, all other EPM products, to include the following are excluded
from the services and may be purchased separately:
i. Data Relationship Management;
ii. Disclosure Management;
iii. Financial Close Management;
iv. Strategic Finance;
v. Performance Scorecard; and
vi. Financial Management.
D. Production Support Readiness
1. Production Support Readiness – Exadata Database Machine
If your order is for the Exadata Database Machine, Production Support Readiness services will begin
upon conclusion of Exadata Database Machine configuration services identified in your ordering
document. Production Support Readiness services will cover one (1) Business Function. “Business
Function” means the same configuration and patch set, therefore one Production Support Readiness
can cover multiple racks with the same Business Function. This service will be delivered over one
business quarter (i.e. approximately ninety (90) calendar days).
As necessary, Oracle will schedule a meeting(s) with your contact(s) to review the recommendations
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contained in the applicable report of findings. The reviews may be performed remotely and a report of
findings will be provided for each requested review. You will be responsible for evaluating and
implementing Oracle’s findings and recommendations.
a. Design & Configuration Review -- Based on the recommendations provided during the Start-Up
Advisory service, Oracle will provide an advanced design and configuration review report for the
Oracle Database 11g R2, containing additional recommendations for your specific database or
middleware design and configuration. You are responsible for providing Oracle with any
additional information not included in the Start-up Advisory service documentation necessary for
the performance of services, including, but not limited to: file listings, scripts, setup files, sample
data, access to data sources, etc.
b. Migration Review -- Oracle will review your data or software migration plan based on Start-up
Advisory input and assess its supportability. You may choose either or both:


Data Migration Planning Review -- Oracle will review your data migration plan based on the
Start-up Advisory input and assess its supportability. Oracle will provide you with a Data
Migration Planning review that contains additional findings and recommendations for data
migration strategies.
Application Migration Planning Review -- Oracle will review your application software
migration plan based on the Start-up Advisory input and assess its supportability. Oracle will
provide you with an Application Migration Planning review report that contains additional
findings and recommendations for application migration strategies.
c. Backup and Restore Review -- Oracle will examine your backup and recovery plan, planned
integration of RMAN or other Oracle tools, and capability of those plans to meet your defined
requirements for backup and recovery including your backup windows and recovery response.
Additional areas to be examined may include your hardware, software and operational procedures
related to backup and recovery of the machine(s), excluding disaster recovery review or third
party backup systems.
d. Test Plan Review -- Oracle will examine your test plan and assess its ability to meet your defined
business requirements including your test plans for:
 Data Application Migration integrity;
 Capacity;
 Load Balancing; and
 Failover (if applicable).
e. Operational Readiness Review -- Oracle will review your Start-up Advisory plans and work with
your customer contact(s) to gather data related to your hardware, Oracle programs and
operational procedures to assess your current deployment configuration and processes for
potential availability, integrity, or performance issues. Data will be collected from a
combination of Oracle supplied scripts, customer documentation, questionnaires and interviews
with your customer contact(s). The major areas of data collection are:
 Defined availability targets;
 Change control process;
 Patch management process;
 Backup and recovery procedures;
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

f.
Clustering and failover procedures; and
Key business processes associated with the system(s).
Production Deployment Review – Oracle will perform a review to measure the readiness of your
machines to go to production. Such review is intended to highlight possible performance issues,
concerns and recommendations for machine processes and procedures. To support such review,
your key business owners and project members will be responsible for completing a questionnaire
intended to gather the following information:
 Project background:
i. Your project success measures:
ii. Business function application is performing;
iii. Vendor involvement and touch points (e.g. service partners or service integrator
relationships); and
iv. Contact map (internal & external)
 Information related to the environment in which the database or fusion middleware is, or will
be operating, including: Oracle and third party products interacting with the database or
fusion middleware; and Support infrastructure capabilities.
g. Service Delivery Management – An Oracle Technical Account Manager (“TAM”) will be
assigned to you as the designated point of contact for scheduling and coordinating the reviews
described above as well as coordinating regular interactions with your CIM from Oracle Premier
Support. At Oracle’s discretion, Oracle may temporarily substitute or permanently replace the
SDM assigned to you; however, Oracle will use reasonable efforts to minimize any such
substitution or removal of your TAM.
Unless otherwise agreed between the parties, Production Support Readiness services shall commence
within forty (40) days from the conclusion of the configuration services.
2. Production Support Readiness – SuperCluster
If your order is for SuperCluster, Production Support Readiness services will begin upon conclusion
of SuperCluster Configuration service identified in your ordering document. Production Support
Readiness service will cover one (1) Business Function. “Business Function” means the same
configuration and patch set, therefore one Production Support Readiness can cover multiple racks
with the same Business Function. This service will be delivered over one business quarter (i.e.,
approximately ninety (90) calendar days).
Production Support Readiness service for SuperCluster includes up to five (5) of the reviews
identified directly below. As necessary, Oracle will schedule a meeting(s) with your customer
contact(s) to review the recommendations contained in the applicable report of findings. The reviews
may be performed remotely and a report of findings will be provided for each requested review. You
will be responsible for evaluating and implementing Oracle’s findings and recommendations.
a. Design & Configuration Review of Exadata -- Based on the recommendations provided during
the Start-up Advisory service, Oracle will provide an advanced design and configuration review
report for the Oracle Database 11g R2 software, containing additional recommendations for your
specific database design and configuration. You are responsible for providing Oracle with any
additional information not included in the Start-up Advisory service documentation necessary for
the performance of services, including, but not limited to: file listings, scripts, setup files, sample
data, access to data sources, etc.
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b. Data Migration Planning Review -- Oracle will review your data migration plan based on the
Start-up Advisory input and assess its supportability. Oracle will provide you with a Data
Migration Planning review report that contains additional findings and recommendations for data
migration strategies.
c. Application Migration Planning Review -- Oracle will review your application software
migration plan based on the Start-up Advisory input and assess its supportability. Oracle will
provide you with an Application Migration Planning review report that contains additional
findings and recommendations for application migration strategies.
d. Backup and Restore Review -- Oracle will examine your backup and recovery plan, planned
integration of RMAN or other Oracle tools, and capability of those plans to meet your defined
requirements for backup and recovery including your backup windows and recovery response.
Additional areas to be examined may include your hardware, software and operational procedures
related to backup and recovery of the machine(s) but this does not include Disaster Recovery
review or third party backup systems. Oracle will provide you with a Backup and Restore report
containing Oracle’s findings and recommendations.
e. Test Plan Review -- Oracle will examine your test plan and assess its ability to meet your defined
business requirements including your test plans for:
 Data Application Migration integrity;
 Capacity;
 Load Balancing; and
 Failover (if applicable).
f.
Operational Readiness Review -- Oracle will review your Start-up Advisory plans and work with
your customer contact(s) to gather data related to your hardware, Oracle programs and
operational procedures to assess your current deployment configuration and processes for
potential availability, integrity, or performance issues. The data will be collected from a
combination of Oracle supplied scripts, customer documentation, questionnaires and interviews
with your customer contact(s). The major areas of data collection are:
 Defined availability targets;
 Change control process;
 Patch management process;
 Backup and recovery procedures;
 Clustering and failover procedures; and
 Key business processes associated with the system(s).
g. Production Deployment Review -- Oracle will perform a review to measure the readiness of your
SuperCluster to go into production. Such review is intended to highlight possible performance
issues, concerns and recommendations for machine processes and procedures. To support such
review, your key business owners and project members will be responsible for completing a
questionnaire intended to gather the following information:
 Project background:
i. Your project success measures:
ii. Business function application is performing;
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
iii. Vendor involvement and touch points (e.g. service partners or service integrator
relationships); and
iv. Contact map (internal & external)
Information related to the environment in which the database or fusion middleware is, or will
be operating including: Oracle and third party products interacting with the database or
fusion middleware; and support infrastructure capabilities.
h. Service Delivery Management – An Oracle Technical Account Manager (“TAM”) will be
assigned to you as the designated point of contact for scheduling and coordinating the reviews
described above as well as coordinating regular interactions with your CIM from Oracle Premier
Support. At Oracle’s discretion, Oracle may temporarily substitute or permanently replace the
TAM assigned to you; however, Oracle will use reasonable efforts to minimize any such
substitution or removal of your TAM.
Unless otherwise agreed between the parties, Production Support Readiness services shall commence
within forty (40) days from the conclusion of the Configuration services.
E. Quarterly Patch Deployment Service.
This service will begin upon conclusion of your Exadata Database Machine, or SuperCluster
configuration service. This service includes up to four (4) Oracle Databases (per Eighth Rack, Quarter
Rack or Half Rack Exadata; or Half Rack SuperCluster); or up to eight (8) databases (per Full Rack
Exadata or Full Rack SuperCluster). Each database must be of the same configuration and patch level.
Oracle will perform the Orientation & Training, Customer Portal set up and Connectivity Setup services
at the beginning of the Quarterly Patch Deployment services. Oracle will provide quarterly deployment of
the proactive unified Oracle Exadata or SuperCluster patch set every quarter or approximately every three
(3) months for one (1) year. You are responsible for all reactive (non-bundled) patch deployments.
1. Customer Orientation and Training - Oracle will provide one (1) training and orientation session for
your designated customer contacts remotely or at the location specified in your order. The agenda
for the orientation includes:
a. Overview of the ongoing Quarterly Patch Deployment service and deliverables;
b. Ongoing Quarterly Patch Deployment responsibilities;
c. Initial schedule for the ordered services;
d. Objectives and plans to execute the ordered services;
e. Joint contact information (if different from customer or Production Support Readiness contacts);
f. Usage of Oracle’s web-based support delivery system(s);
g. Service requests;
h. Oracle product lifecycle;
i. Patch management and change control recommendations;
j. Electronic access and remote connectivity guidelines (if applicable), and
k. Questions and answer session.
2. Customer Portal – Oracle will provide you with a customer-specific web portal to track the status of
services and may consist of one or more of the following items:
a. Orientation session materials;
b. Contact information;
c. Escalation procedures;
d. Meeting minutes;
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e. Start-up Advisory and Production Support Readiness output and reports from service reviews,
and
f. Useful links (e.g., Technical Support Policies).
Oracle will provide you with a password to access to your web portal; such access is subject to the
Terms of Use posted on Oracle’s web-based support delivery system(s). A copy of the Terms of Use
is available upon request.
3. Connectivity Setup
For remote Patch Deployment customers only, Oracle will assist you to establish continuous network
connection between you and Oracle via the Oracle Continuous Connection Network (“OCCN”)
which is secure network from which Oracle can access your systems to deploy the patch bundle.
Oracle will provide the requirements for the OCCN implementation and provide you with a VPN
device. You are responsible for installing such VPN device on your Internet network. If you
experience difficulty installing the VPN device or establishing a VPN connection, Oracle will assist
you with identifying and resolving the issue. Alternately, you may also choose not to use a VPN
connection and choose to have Oracle connect and execute the necessary patching commands via
Oracle Web Conference.
4. Support Activity Reviews – Once per month during the term, Oracle will conduct a remote review, via
telephone, with one of your customer contact(s) all reactive patch deployment activity, including
service request activity in connection with those patches logged by your customer contact(s). The
review will consist of status reports, outstanding actions to complete, and an assessment of your
reactive patch plans. You will be responsible for evaluating and implementing Oracle’s
recommendations for all reactive patches. You will be responsible for approving proactive patch
bundles recommended prior to quarterly patch deployments.
5. Initial 90 Day Patch Assessment – Oracle will perform a one-time high level assessment of your
system’s patch profile to identify known patch issues. Such information will be used to generate a
standardized report of findings, based on Oracle’s recommended practices. The assessment may cover
the following topics:
a. Review of your patch inventory to identify one-off patches that may have been applied;
b. Review of recommended patches to identify possible conflicts; and
c. Recommendations for working with Premier Support to arrange merge patches.
Such initial Patch Assessment may also include recommendations from other reviews performed as
part of the Production Support Readiness services identified in this exhibit. Oracle will provide you
with a Patch Assessment report that contains findings and recommendations for your first Quarterly
Patch Deployment. You will be responsible for reviewing the recommended patch set for the first
Quarterly Patch deployment. Oracle will provide you with this Initial Patch Assessment report and a
recommended patch set that contains findings and recommendations for your first Quarterly Patch
Deployment. You will be responsible for approving the recommended patch set for the first
deployment and patch deployment approach.
6. Patch Deployment – Once per quarter, Oracle will assist you with patching the Oracle Exadata
Database Machine or SuperCluster including:
a. The InfiniBand HCA firmware,
b. Oracle Enterprise Linux or Oracle Solaris, and
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c. The Oracle software installed and configured on your servers and storage during the standard
Start-Up Pack configuration.
You are responsible for all reactive patch deployments between quarterly deployments.
As determine by you, Oracle will perform patch installation activities and/or provide installation
assistance using one (1) of the approaches listed below.
a. Oracle will install patches installations while your machine is online, including a use of a
verification utility which identifies the complexity and nature of the patch. Simple patches will be
applied on each server, storage server or storage array. Complex patches will be applied one
server at a time in rolling fashion.
b. Oracle will perform patch installations by applying the patch while servers, storage servers or
storage arrays are shutdown down. After the patch has been applied, the machine will be
rebooted; the servers and storage servers or storage arrays will be brought back up.
c. Oracle will assist you to perform the installation of the patches that Oracle provides to you, and
Oracle will provide you with detailed patch installations instructions.
Unless otherwise agreed between the parties, Quarterly Patch Deployment services shall commence
within forty (40) days from the conclusion of the configuration services.
2. Your Obligations and Project Assumptions. You acknowledge that your timely provision of and access to
office accommodations, facilities, equipment, assistance, cooperation, complete and accurate information and
data from your officers, agents, and employees, and suitably configured computer products (collectively,
“cooperation”) are essential to the performance of any services as set forth in this exhibit. Oracle will not be
responsible for any deficiency in performing services if such deficiency results from your failure to provide full
cooperation.
You acknowledge that Oracle’s ability to perform the services depends upon your fulfillment of the following
obligations and the following project assumptions:
A. Your Obligations.
I. General Obligations
1. Maintain the properly configured hardware/operating system platform to support the services.
2. Obtain licenses under separate contract for any necessary Oracle software and hardware programs
before the commencement of services.
3. Maintain annual technical support for the Oracle software and hardware with access to software
patches and updates made available by Oracle under separate contract throughout the term of the
services.
4. Purchase, at a minimum, Oracle Exalytics In-Memory Machine Configuration Services, if your
order contains Oracle Exalytics In-Memory Machine Configuration Services: Virtualization;
Oracle Exalytics In-Memory Machine Configuration Services: Clustering; and/or Oracle
Exalytics In-Memory Machine Configuration Services: Additional Software.
5. Provide Oracle with full access to the relevant functional, technical and business resources with
adequate skills and knowledge to support the performance of services.
6. Provide any notices and obtain any consents required for Oracle to perform services under this
Exhibit.
7. Provide Oracle access to any production environments or shared development environments to
the extent necessary for Oracle to perform services.
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8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
As required by U.S. Department of Labor regulations (20 CFR 655.734), if services are to be
performed in the US, allow Oracle to post a Notice regarding Oracle H-1B employee(s) at the
work site prior to the employee's arrival on site.
Provide complete and accurate information to Oracle regarding the systems, including, without
limitation, the serial numbers for the systems.
Prior to the commencement of services, provide Oracle with a single point of contact who will be
available to Oracle, for the duration of the services, to coordinate services at your location.
Prior to the commencement of services, perform back-up or archival reproductions of all software
and data contained on all hardware system(s), and within any of your systems or equipment that
may be affected by the services.
Prior to the commencement of services, inform Oracle of any storage, server, system, application,
equipment or environment modifications that may affect Oracle’s performance of the services.
Provide configuration options, prior to the commencement of the service in your order. Updates
to your configuration options are limited to two (2) updates during the term of the service.
Ensure the physical environment where the services are to be performed is appropriately modified
(e.g., disabling fire alarms and suspending use of oxygen depletion systems) for the duration of
the services so as to allow Oracle to safely perform the services.
Prior to commencement of services, provide to Oracle your existing operational business
practices; and
Upon the commencement of services, provide Oracle with information regarding the
configuration and integration of your existing systems and environments.
Upon the commencement of any configuration services included in this exhibit and for four (4)
consecutive business days thereafter, you will make available to Oracle, access to all affected
racks for a minimum of eight (8) hours per day, between the hours of 8:00 am through 8:00 pm
local time.
Restrict Oracle's access to any content or information that imposes privacy, security or regulatory
obligations greater than those specified in this exhibit.
B. Project Assumptions
1. A “person day” is defined as one (1) person working up to eight (8) hours.
2. The scope of, and fees for, services under this exhibit are for services performed at the building(s) at
the location(s) specified in your order. Requests to perform services for additional locations shall be
addressed in accordance with Oracle’s change control process.
3. Services will be scheduled to commence on a mutually agreeable date and time at the location where
the services are to be performed.
4. Various types of cables such as fiber, serial, SCSI, Ethernet, InfiniBand may be used, at Oracle’s
sole discretion, while installing the systems.
5. Oracle will not connect any electrical power supplies, or perform any other electrical work that, in
Oracle’s sole opinion, should be performed by a licensed electrician.
You acknowledge that if Oracle’s cost of providing services is increased because of your failure to meet
the obligations listed in this exhibit, failure to provide cooperation, or because of any other circumstance
outside of Oracle’s control, then you agree to pay Oracle for such increased costs. Such increased costs
may include time during which Oracle resources are under-utilized because of delays.
3. Fees and Expenses. You agree to pay Oracle the fees for services as identified in your order. All services
and payments are noncancelable and nonrefundable.
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Expenses related to the providing of the services are in addition to the fees for services identified in your
order. Such expenses will be invoiced monthly as they are incurred and are due within 30 days of the
invoice date.
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