CEMLI_Management_v1_3_4_1_11_FINAL

8/12/2019 CEMLI_Management_v1_3_4_1_11_FINAL

1/6

1

CEMLI Management Services

Schedule to the On Demand Services Ordering Document

Version 1.3, 4/1/2011

This is the CEMLI Management Services Schedule to the Statement of Work to the On Demand ServicesOrdering Document. This Schedule describes the services provided by Oracle as part of the CEMLIManagement Services.

The services described herein are provided under the terms of the Ordering Document. Capitalized termsnot otherwise defined herein shall have the meaning ascribed to them in the Definitions Schedule.

This Schedule addresses the following topics:

Section 1: Services Scope................................................................................................................. 2

1.1 Overview ............ ............. ............. ............. ............. ............. ............. ............. ............. ............. .... 21.2 Scope ............ ............. ............. ............. ............. ............. ............. ............ ............. ............. ......... 21.3 Exclusions................. ............. ............. ............. ............ ............. .............. ............ ............. ........... 3

Section 2: CEMLI Management Services .......................................................................................... 3

2.1 CEMLI Production Environment Support ............. ............. ............. ............. ............. ............. ........ 32.2 CEMLI Maintenance ............. ............. ............ ............. ............. ............. .............. ............ ............. 42.3 Proactive CEMLI Support ............. ............. ............. ............. ............. ............. ............. ............. .... 42.4 CEMLI Development ............ ............. ............ ............. ............. ............. .............. ............ ............. 52.5 Information Sharing ........... .............. ............ ............. ............. ............. ............. ............. ............. .. 5

Section 3: CEMLI Testing .................................................................................................................. 6


2/6

2

Section 1: Services Scope

1.1 Overview

CEMLI Management Services (the services or CEMLI Management Services) are designed topreserve the functionality of configurations, extensions, modifications, localizations, andintegrations (CEMLIs) when Changes or one-off patches are applied to the Oracle Programs(defined inSection 1.2below) in Customers On Demand Environment.

The services consist of the following CEMLI-related services:

CEMLI Production Environment support

CEMLI maintenance

Proactive support for application of one-off patches

A one-off patch is an application patch that contains a single fix for a specific bug.

The services under this Schedule are available only for the CEMLIs and programs for whichCustomer has purchased CEMLI Management Services as indicated in the CEMLI Managementsection of the Ordering Document and that reside in Customers Environment (Oracle Programs) .

The services are not available for any other programs, software and/or environments.

1.2 Scope

Applicable CEMLIs

The services will be provided for the CEMLIs for which Customer has purchased CEMLIManagement Services, as indicated in the CEMLI Management section of the OrderingDocument, once each such CEMLI meets the following criteria (the Applicable CEMLIs):

Oracle approved the CEMLIs as part of the Production Assessment.

Customer has confirmed that the CEMLIs are working with the current Release of theOracle Programs.

The CEMLIs have been working in Customers Production Environment for at least 30days.

CEMLI Defects and Enhancement Requests

In accordance with Section 2.2, Oracle will seek to resolve CEMLI defects that arise fromissues with Applicable CEMLIs caused by the application of one-off patches and configurationChanges.

In accordance withSection 2.4,Customer may submit enhancement requests to Oracle for thepurpose of conforming CEMLIs to Customers documented business rules.

The total number of CEMLI defects and enhancement requests shall not exceed the numberfor which Customer has purchased CEMLI Management Services as indicated in the CEMLIManagement section of the Ordering Document.

General Terms

CEMLI Management Services are delivered in English for the Oracle Programs only.

All CEMLI Management Services documentation, such as reports, will be in English.

CEMLI Management Services are separate from:

CEMLI migration

CEMLI upgrades

The services performed by Oracle under this Schedule do not include project planning,development, transition, migration, implementation, configuration services, or anycustomization or Upgrades of the Oracle Programs. Customer must obtain such services


3/6

3

under separate agreement with Oracle or with its Implementer, and all such services mustbe performed in accordance with Oracle specifications.

1.3 Exclusions

The CEMLI Management Services do not include any service that is not specified in thisSchedule, such as:

Analysis of the impact of a Major Upgrade on CEMLIs Analysis of the impact of a patch bundle on CEMLIs

A patch bundle is a set of more than one application patches. Examples of a patchbundle are a mini-pack, a family patchset, a maintenance pack, and a critical patchcollection.

Any effort to remediate, fix, or repair CEMLIs affected by a Major Upgrade

Any effort to remediate, fix, or repair CEMLIs affected by the application of a patch bundle

Development work required to implement an enhancement request that is estimated totake more than 40 hours

Any services with respect to Third Party Software

Coordination with Third Party Vendors to fix issues related to any Third Party Software

Any database, network or operating system administration and/or configuration work

Any Customer-requested training (may be provided at additional cost)

Services for CEMLIs for any other Oracle programs, software and/or environments

Section 2: CEMLI Management Services

CEMLI Management Services are designed to restore functionality of CEMLIs unintentionally broken orchanged by the application of Maintenance Code Releases, Minor Releases, or configuration Changes byaddressing (a) CEMLI defects arising from the application of such Changes, and (b) Minor CEMLIEnhancement Requests that require less than 40 hours of effort per Minor CEMLI Enhancement Request.

2.1 CEMLI Production Environment Support

In the event that the functionality of a CEMLI in the Production Environment is modified orunintentionally broken as the result of deployment of a configuration Change or a one-off patch,Oracle and Customer shall perform the tasks listed in this Section 2.1.

Oracle will:

Analyze the Service Request (SR) submitted by Customer regarding the affectedCEMLI(s).

Troubleshoot and seek to resolve the issue regarding such CEMLI.

Designate a point of contact that will facilitate the logging and monitoring of CEMLI-related SRs.

Document and present to Customer a process plan for CEMLI-related issues andSRs.

Track the status of CEMLI-related SRs through to resolution.

Customer will:

Submit a SR detailing the impact on the CEMLI.


4/6

4

2.2 CEMLI Maintenance

Oracle will:

Work with Customer to transition CEMLI maintenance activities to Oracles CEMLIManagement team for support.

Seek to resolve CEMLI defects with Applicable CEMLIs, for issues caused by theapplication of one-off patches, and configuration changes to Customers Environment.

Track and document corrective activities performed by Oracle for the CEMLIs, asidentified through the triage and analysis process described in Section 2.1 of thisSchedule.

Provide Change Management for CEMLIs.

Promote CEMLIs from Customers Production Support Environment to CustomersProduction Environment.

Customer will:

Upon Oracles request, assist Oracle with the transition of on-going CEMLImaintenance activities from Customer to Oracles CEMLI Management team.

Perform User Acceptance Testing for all CEMLIs for which Oracle has performedbreak-fix or Change Management activities.

2.3 Proactive CEMLI Support

Oracle will provide the following services in an effort to proactively support CEMLIs in connectionwith one-off patches. Oracle will develop applicable CEMLI Changes in Customers DevelopmentEnvironment or the Production Support Environment.

Oracle will:

Seek to identify the impact that one-off patches may have on the functionality ofCEMLIs (a patch impact analysis).

The total number of patch impact analyses provided by Oracle shall not exceedthe number for which Customer has purchased CEMLI Management Services asindicated in the CEMLI Management section of the Ordering Document.

For each one-off patch, estimate the effort required to update CEMLIs that are

expected to be impacted by the patch. Plan changes to CEMLIs that are expected to be impacted.

Coordinate CEMLI update activities within Oracle and with Customer.

Endeavor to update affected CEMLIs to work with new one-off patches.

Following the application of a new one-off patch, complete a technical validation ofthe CEMLIs and related CEMLI bug fixes.

After the application of a new one-off patch, conduct performance tuning of CEMLIs.

Perform break-fix services related to CEMLIs, where the change or break infunctionality was caused by the implementation of a one-off patch.

Customer will:

Identify the impact one-off patches may have on CEMLIs. Work with Oracle to assess the impact of one-off patches on CEMLIs.

Coordinate CEMLI update activities with Oracle.

Upon Oracles request, assist with CEMLI related break-fix activities.

Perform User Acceptance Testing for all CEMLIs for which Oracle has performedbreak-fix or Change Management activities.


5/6

5

2.4 CEMLI Development

Customer may submit enhancement requests to Oracle for the purpose of conforming CEMLIs toCustomers documented business rules (Minor CEMLI Enhancement Requests). Oracle willperform activities to modify existing CEMLIs, or at its discretion, develop new CEMLIs, to meetCustomers documented business rules associated with the Minor CEMLI Enhancement Request,provided that: (i) each such single enhancement request is estimated by Oracle not to require, ordoes not actually require, more than 40 hours of work to complete, and (ii) the total number of such

Customer enhancement requests does not exceed the number indicated in the CEMLIManagement section of the Ordering Document. Customer acknowledges that in connection withthe modification of existing CEMLIs or development of new CEMLIs, Oracle will make reasonableefforts to conform the performance of CEMLI code to Customers documented business rules, butthat such conformance to Customers business rules may or may not be achieved.

Oracle will:

Perform activities to modify existing CEMLIs.

Develop new CEMLIs for the Oracle Programs.

Estimate the duration of CEMLI development work.

Conduct performance tuning when performing CEMLI development.

Make reasonable efforts to improve the performance of CEMLI code (performanceimprovement is not guaranteed).

Customer will:

Submit enhancement requests via Service Requests.

Provide Oracle with Customers documented business rules, and work with Oracle toclarify and/or adjust such rules as needed to function within the Environment.

Perform User Acceptance Testing for all CEMLIs for which Oracle modified existingCEMLIs, or developed new CEMLIs, to meet Customers documented business rules.

2.5 Information Sharing

Oracle will:

Organize and conduct remote knowledge sharing sessions with Customer in an effort

to understand the following: Customers current business processes

CEMLIs that are currently implemented in Customers Environment

The quality of the development and the functionality of the CEMLIs currentlyimplemented in Customers Environment

Whether the CEMLIs currently implemented in Customers Environment comp lywith Oracle On Demand standards

Review the following documentation provided by Customer:

Customers business process documentation

Customers CEMLI functional/technical design document (Oracle AIM documentsMD050, MD070 or equivalent).

The total number of CEMLI design documents reviewed by Oracle shall notexceed the number for which Customer has purchased CEMLI Managementservices as indicated in the CEMLI Management section of the OrderingDocument.

Customers CEMLI Installation document (Oracle AIM documents MD120 orequivalent)

Customers unit test plan documents (Oracle AIM documents TE020 orequivalent)

Customers CEMLI acceptance criteria


6/6

Documents

CEMLI_Management_v1_3_4_1_11_FINAL