oracle store hospitality consulting service … oracle hospitality hotel food and beverage credit...

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ORACLE STORE HOSPITALITY CONSULTING

SERVICE DESCRIPTIONS September 1, 2017

TABLE OF CONTENTS

Service Offerings Part Number

Page

CONSULTING SERVICE OFFERINGS

ORACLE HOSPITALITY HOTEL REMOTE IMPLEMENTATION SERVICES B83483 2

ORACLE HOSPITALITY HOTEL FOOD AND BEVERAGE CREDIT CARD REMOTE CHANGE OF SERVICE DIRECT B83484 4

ORACLE HOSPITALITY HOTEL FOOD AND BEVERAGE CREDIT CARD REMOTE CHANGE OF SERVICE FOR HEARTLAND B83485 6

ORACLE HOSPITALITY FOOD AND BEVERAGE CREDIT CARD REMOTE CHANGE OF SERVICE DIRECT B83487 8

ORACLE HOSPITALITY FOOD AND BEVERAGE CREDIT CARD REMOTE CHANGE OF SERVICE FOR HEARTLAND B83488 10

ORACLE HOSPITALITY FOOD AND BEVERAGE REMOTE IMPLEMENTATION SERVICES B83490 12

ORACLE HOSPITALITY FOOD AND BEVERAGE REMOTE IMPLEMENTATION OF ORACLE PAYMENT FOUNDATION - BASE INSTALL

B87270 14

ORACLE HOSPITALITY FOOD AND BEVERAGE REMOTE IMPLEMENTATION OF ORACLE PAYMENT FOUNDATION – UP TO FIVE PAYMENT DEVICES

B87271 16

ORACLE HOSPITALITY HOTEL REMOTE IMPLEMENTATION OF ORACLE PAYMENT FOUNDATION – BASE INSTALL B87272 18

ORACLE HOSPITALITY HOTEL REMOTE IMPLEMENTATION OF ORACLE PAYMENT FOUNDATION – UP TO FIVE PAYMENT DEVICES

B87273 20

ORACLE HOSPITALITY FOOD AND BEVERAGE REMOTE SOFTWARE RECOVERY SERVICES B87419 22

ORACLE HOSPITALITY FOOD AND BEVERAGE REMOTE PROFESSIONAL SERVICES IMPLEMENTATION B87420 24

ORACLE HOSPITALITY FOOD AND BEVERAGE REMOTE PROFESSIONAL SERVICES INTERFACE CONFIGURATION B87421 26

ORACLE HOSPITALITY HOTEL REMOTE PROFESSIONAL SERVICES IMPLEMENTATION B87422 28

ORACLE HOSPITALITY HOTEL REMOTE PROPERTY MANAGEMENT SYSTEM IMPLEMENTATION B87423 31

ORACLE HOSPITALITY HOTEL REMOTE NETWORK INTERFACE TECHNICAL SERVICES IMPLEMENTATION B87424 34

ORACLE HOSPITALITY FOOD AND BEVERAGE SOFTWARE RECOVERY SERVICES FOR FUNCTIONAL HELP DESK B88479 37

ORACLE HOSPITALITY HOTEL PROPERTY MANAGEMENT SYSTEMS UPGRADE SERVICE FOR IHG B88767 39

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Oracle Hospitality Hotel Remote Implementation Services Part Number: B83483 Legacy Part Number: PDT-Labor Description of Services

You have ordered Oracle Hospitality Hotel Remote Implementation services related to your Oracle Hospitality deployment(s), which services may include assistance with any of the following:

1. Software Configuration

Software configuration may include up to one hour remote assistance as follows:

a. Conduct a discovery call with site contact to determine scope of work to be provided.

b. Remotely connect to your Oracle Hospitality Hotel software environment and configure any of the

following for your Point of Sale (“POS”) or Property Management System (“PMS”):

1. POS: Menus, modifiers, page design, employee setup, time and attendance, printing, standard

reports, eBusiness modules and standard interfaces to credit cards, gift cards and system

parameters.

2. PMS: Users/granting permissions, rooms, room types, rate codes, rates, transaction codes,

market codes, create and/or edit customized stationary (e.g., folio, registration card, A/R

statement, reminder letters, confirmation letters, message formats, or receipts), apply screen

modifications (e.g., changing layout of fields or adding conditions/fields), test the configurations,

review configuration reports, stationery forms, screen flow in your production environment, or

apply basic modification of reports using simple report writer to add customized fields that have

been added to Oracle Hospitality (PMS) screens.

c. Test the configuration, printing, reporting and interface connectivity.

Your Obligations and Project Assumptions

In addition to the obligations and assumptions stated in your order, you acknowledge that Oracle’s ability to

perform the services depends upon your fulfillment of the following obligations and the following assumptions:

1. Your Obligations

a. Provide Oracle remote access to your Hotel site as required for the performance of services.

b. Provide Oracle access to site personnel who are best able to provide information needed to perform

software configuration.

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c. Oracle resources may provide Services via phone, a customer-specific web portal (if ordered), and/or

electronic communication. You agree that Oracle resources may access Your systems, throughout

the performance of Services, using an Oracle defined standard virtual private network (VPN) or

Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is

required for Oracle resources to perform Services under this order, You will provide access to Oracle

as follows:

i. You are responsible for ensuring that (i) Your network and systems comply with specifications

Oracle provides, (ii) all components of Your Oracle software environment are accessible through the VPN, and (iii) the VPN is installed in a timely manner for Oracle to perform the Services.

ii. You are responsible for acquiring and maintaining any equipment and performing any labor and/or activities necessary to set-up and maintain network connectivity at and to Your Oracle environment.

iii. You will provide and maintain user accounts for, and access to, the VPN for the Oracle team members, including but not limited to, Oracle’s onsite remote and offshore resources.

Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this order, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this order for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this order.

2. Project Assumptions

a. All communications and documentation will be in a mutually agreed upon language.

b. The services above will be performed remotely.

c. The services do not include physical hardware installation, networking or any other services not

expressly identified herein.

d. Custom report development is not included in the services.

e. Custom interface development is not included in the services.

f. Third party software configuration is not included in the services.

g. Project management is not included in the services.

h. Delays caused by either you or your third party vendors not being ready at the scheduled times may

result in additional charges.

Unused Services

The services above must be used within ninety (90) days from the date of your order (“Professional Services Period”). Any services not used within the Professional Services Period will be automatically forfeited by you, with no further action required of either party, and you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused services. You may not use the fees for any services other than the services stated herein.

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Oracle Hospitality Hotel Food and Beverage Credit Card Remote Change of Service Direct Part Number: B83484 Description of Services You have ordered the following Services related to the configuration of your Oracle Hospitality Hotel Food and Beverage Point of Sale (“POS”) software to connect to Your credit card processor:

1. Software Configuration Installation Services a. Conduct a call that is up to one (1) hour in duration which may be attended by designated members

of Your team to confirm Your existing credit card service processor (“existing credit card service processor”) will be changed to (“new credit card service processor”) and identify the version of Your Oracle Hospitality Hotel Food and Beverage POS software.

b. Remotely connect to Your Oracle Hospitality Hotel Food and Beverage POS software and configure for processing of credit card transactions to Your new credit card processor.

c. Test the connectivity of Your Oracle Hospitality Hotel Food and Beverage POS software and Your credit card service processor as follows:

1. Perform a connectivity (i.e. ping) test between Your Oracle Hospitality Hotel Food and Beverage POS application and the new credit card service processor.

2. Perform up to three simulated credit card authorization attempts.

Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following project assumptions:

1. Your Obligations a. Install Your Oracle Hospitality Hotel Food and Beverage POS software prior to the commencement of

Services. b. Complete the applicable food and beverage merchant form prior to the commencement of Services.

c. Provide dummy (i.e. test) credit card data to test the authorization attempts.

d. Provide Oracle access to Your site, including access to Your Oracle Hospitality Food and Beverage POS applications, required for the performance of Services.

e. Acquire, install and maintain the necessary server or applicable hardware configured to the specifications outlined in the hardware sizing guide.

f. Complete required activities defined in the Oracle Hospitality Hotel Food and Beverage pre-installation list of requirements prior to the commencement of Services.

g. Oracle shall not seek, and You shall not provide, any access to credit card data unless agreed to by the parties in an amendment to this order. In such case, the parties shall specify which controls are applicable to Oracle’s performance of the Services and what specific measures Oracle shall take to address the controls.

h. Oracle resources may provide Services via phone, a customer-specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is

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required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications






a. All communications and documentation will be in mutually agreed upon language. b. Development of a new application interface is not included in the Services. c. Configuration or training of third party applications is not included in the Services. d. The Services above will be performed remotely and do not include physical hardware installation or

any other Services not expressly identified herein. e. Assistance with network troubleshooting is not included in this Service.

Unused Services


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Oracle Hospitality Hotel Food and Beverage Credit Card Remote Change of Service for Heartland Part Number: B83485 Description of Services You have ordered the following Services related to the configuration of your Oracle Hospitality Hotel Food and Beverage Point of Sale (“POS”) software to connect to Your Heartland Payment Systems credit card processor:


of Your team to confirm Your existing credit card service processor (“existing credit card service processor”) will be changed to Heartland Payment Systems and identify the version of Your Oracle Hospitality Hotel Food and Beverage POS software.

b. Remotely connect to Your Oracle Hospitality Hotel Food and Beverage POS software and configure for processing of credit card transactions to Heartland Payment Systems.

c. Test the connectivity of Your Oracle Hospitality Hotel Food and Beverage POS software and Heartland Payment Systems credit card service processor as follows:

1. Perform a connectivity (i.e. ping) test between Your Oracle Hospitality Hotel Food and Beverage POS application and the new credit card service processor.



1. Your Obligations a. Install Your Oracle Hospitality Hotel Food and Beverage POS software prior to the commencement of



d. Provide Oracle access to Your site, including access to Your Oracle Hospitality Hotel Food and Beverage POS applications, required for the performance of Services.


f. Complete required activities defined in the Oracle Hospitality Hotel Food and Beverage pre-installation list of requirements prior to the commencement of Services.


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h. Oracle resources may provide Services via phone, a customer-specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications






a. All communications and documentation will be in mutually agreed upon language. b. Development of a new application interface is not included in the Services. c. Configuration or training of third party applications is not included in the Services. d. The Services above will be performed remotely and do not include physical hardware installation or


Unused Services


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Oracle Hospitality Food and Beverage Credit Card Remote Change of Service Direct Part Number: B83487 Legacy Part: n/a Description of Services You have ordered the following Services related to the configuration of your Oracle Hospitality Food and Beverage Point of Sale (“POS”) software to connect to Your credit card processor:


of Your team to confirm Your existing credit card service processor (“existing credit card service processor”) will be changed to (“new credit card service processor”) and identify the version of Your Oracle Hospitality Food and Beverage POS software.

b. Remotely connect to Your Oracle Hospitality Food and Beverage POS software and configure for processing of credit card transactions to Your new credit card processor.

c. Test the connectivity of Your Oracle Hospitality Food and Beverage POS software and Your credit card service processor as follows:

1. Perform a connectivity (i.e. ping) test between Your Oracle Hospitality Food and Beverage POS application and the new credit card service processor.



1. Your Obligations a. Install Your Oracle Hospitality Food and Beverage POS software prior to the commencement of





f. Complete required activities defined in the Oracle Hospitality Food and Beverage pre-installation list of requirements prior to the commencement of Services.


h. Oracle resources may provide Services via phone, a customer-specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is

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required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications





2. Project Assumptions a. All communications and documentation will be in mutually agreed upon language. b. Development of a new application interface is not included in the Services. c. Configuration or training of third party applications is not included in the Services. d. The Services above will be performed remotely and do not include physical hardware installation or


Unused Services


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Oracle Hospitality Food and Beverage Credit Card Remote Change of Service for Heartland Part Number: B83488 Legacy Part: n/a Description of Services You have ordered the following Services related to the configuration of your Oracle Hospitality Food and Beverage Point of Sale (“POS”) software to connect to Your Heartland Payment Systems credit card processor:


of Your team to confirm Your existing credit card service processor (“existing credit card service processor”) will be changed to Heartland Payment Systems, and identify the version of Your Oracle Hospitality Food and Beverage POS software.

b. Remotely connect to Your Oracle Hospitality Food and Beverage POS software and configure for processing of credit card transactions to Heartland Payment Systems.

c. Test the connectivity of Your Oracle Hospitality Food and Beverage POS software and Heartland Payment Systems credit card service processor as follows:

1. Perform a connectivity (i.e. ping) test between Your Oracle Hospitality Food and Beverage POS application and the new credit card service processor.



1. Your Obligations a. Install Your Oracle Hospitality Food and Beverage POS software prior to the commencement of





f. Complete required activities defined in the Oracle Hospitality Food and Beverage pre-installation list of requirements prior to the commencement of Services.


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h. Oracle resources may provide Services via phone, a customer-specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications





2. Project Assumptions a. All communications and documentation will be in mutually agreed upon language. b. Development of a new application interface is not included in the Services. c. Configuration or training of third party applications is not included in the Services. d. The Services above will be performed remotely and do not include physical hardware installation or


Unused Services


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Oracle Hospitality Food and Beverage Remote Implementation Services Part Number: B83490 Legacy Part Number: PDT-Labor Description of Services You have ordered Oracle Hospitality Food and Beverage Remote Implementation services related to your Oracle Hospitality deployment(s), which services may include assistance with any of the following:

1. Software Configuration

Software configuration may include up to one hour remote assistance as follows:

a. Conduct a discovery call with site contact to determine scope of work to be provided.

b. Remotely connect to your Oracle Hospitality Food and Beverage POS software environment and

configure menus, modifiers, page design, employee setup, time and attendance, printing, standard

reports, eBusiness modules and standard interfaces to credit cards, gift cards and Property

Management Systems parameters.

c. Test the configuration, printing, reporting and interface connectivity.


In addition to the obligations and assumptions stated in your order, you acknowledge that Oracle’s ability to

perform the services depends upon your fulfillment of the following obligations and the following assumptions:

1. Your Obligations

a. Provide Oracle access to site personnel who are best able to provide information needed to perform

software configuration.

b. Oracle resources may provide Services via phone, a customer-specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications




Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this order, You agree to pay for any increased costs resulting from Your

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failure. Oracle will prepare an amendment to this order for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this order.


a. All communications and documentation will be in a mutually agreed upon language.

b. The services above will be performed remotely.

c. The services do not include physical hardware installation, networking or any other services not

expressly identified herein.

d. Custom report development is not included in the services.

e. Custom interface development is not included in the services.

f. Third party software configuration is not included in the services.

g. Project management is not included in the services.

h. Delays caused by either you or your third party vendors not being ready at the scheduled times may

result in additional charges.

Unused Services

The services above must be used within forty five (45) days from the date of your order (“Professional Services Period”). Any services not used within the Professional Services Period will be automatically forfeited by you, with no further action required of either party, and you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused services. You may not use the fees for any services other than the services stated herein.

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Oracle Hospitality Food and Beverage Remote Implementation of Oracle Payment Foundation – Base Install Part Number: B87270 Description of Services

You have ordered up to three hours of remote assistance related to the transition, installation, configuration and testing of your Oracle Hospitality Food and Beverage Implementation of Oracle Payment Foundation (“OPF”) software to connect to Your new payment system credit card services processor (“new 3

rd party provider”).

Software Installation Configuration Services

1. Conduct a preliminary conference call for up to one (1) hour in duration to discuss the following:

a. Identify Your current version of the OPF;

b. Determine whether You have any outstanding transactions that must be cleared prior to the commencement of the Services set forth herein; if there are outstanding transactions that must be cleared, Oracle will assist You for up to 30 minutes to batch and settle such outstanding transactions. In the event that the batch and settling process exceeds 30 minutes, You shall be required to order additional services to guarantee that all outstanding transactions have been cleared before continuing with these Services.

c. Confirm that You want to transition from Your existing payment system credit card processor to a new 3rd party provider; and

d. Review the steps for the Services set forth below.

2. Remotely connect to Your OPF software, install and configure Your OPF software for processing of credit card transactions through Your new 3rd party provider.

3. Connect Your OPF software to Your new 3rd party provider.

4. Test the connectivity of Your OPF software and Your new 3rd party provider as follows:

a. Perform a connectivity (i.e. ping) test between Your OPF software and the new 3rd party provider.

b. Run up to three test transactions of credit card authorization attempts for manual, chip, and swipe entry methods.


1. Your Obligations a. Install Your Oracle Hospitality Food and Beverage Point of Sale (“POS”) software prior to the

commencement of Services. b. Acquire an agreement with the new 3rd party provider prior to the commencement of Services.

c. Provide test credit card data to test the authorization attempts.

d. Maintain network connectivity between Your OPF and the new 3rd party provider. e. Provide dedicated IP addresses for the payment devices to be configured. f. Maintain the properly configured hardware/ operating system platform to support the Services.

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g. Oracle shall not seek, and You shall not provide, any access to any real credit card data. h. You agree that Oracle resources may access your systems, throughout the performance of services,

using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and your systems is required for Oracle resources to perform services under this exhibit, you will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications




Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform services under this exhibit, you agree to pay for any increased costs resulting from your failure. Oracle will prepare an amendment to this exhibit for the change in the services and fees resulting from such failure. If you do not review and approve such amendment within five (5) days after your receipt thereof, Oracle may terminate its performance of services under this exhibit.


a. Oracle resources may provide services via phone, a customer-specific web portal (if ordered), and/or electronic communication.

b. All communications and documentation will be in English. c. The Services will be delivered in a single session. d. The following are not part of this Service and are considered out of scope:

i. Development of a new application interface; ii. Configuration or training of third party applications;

iii. Physical hardware installation; iv. Network troubleshooting; v. Changes to workstations and POS workflow;

vi. Application training; or vii. any other Services not expressly identified herein.

Unused Services The Services above must be used within ninety (90) days from the date of Your order (“Professional Services Period”). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein.

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Oracle Hospitality Food and Beverage Remote Implementation of Oracle Payment Foundation – Up to Five Payment Devices Part Number: B87271 Description of Services

You have ordered up to two hours of remote assistance related to the transition, installation, configuration and testing of your Oracle Hospitality Food and Beverage Remote Implementation of Oracle Payment Foundation (“OPF”) software to connect to Your new payment system credit card services processor (“new 3

rd party provider”)

for up to five payment devices. Software Installation Configuration Services






2. Remotely connect to Your OPF software, install and configure Your OPF software for processing of credit card transactions through Your new 3rd party provider for up to five payment devices.










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using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and your systems is required for Oracle resources to perform services under this exhibit, you will provide access to Oracle as follows:

i. You are responsible for ensuring that (i) Your network and systems comply with specifications












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Oracle Hospitality Hotel Remote Implementation of Oracle Payment Foundation – Base Install Part Number: B87272 Description of Services You have ordered up to three hours of remote assistance related to the transition, installation, configuration and testing of your Oracle Hospitality Hotel Remote Implementation of Oracle Payment Foundation (“OPF”) software to connect to Your new payment system credit card services processor (“new 3

rd party provider”).

Software Installation Configuration Services






2. Remotely connect to Your OPF software, install and configure Your OPF software for processing of credit card transactions through Your new 3rd party provider.










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using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and your systems is required for Oracle resources to perform services under this exhibit, you will provide access to Oracle as follows:

i. You are responsible for ensuring that (i) Your network and systems comply with specifications Oracle provides, (ii) all components of Your Oracle software environment are accessible through the VPN, and (iii) the VPN is installed in a timely manner for Oracle to perform the Services.











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Oracle Hospitality Hotel Remote Implementation of Oracle Payment Foundation – Up to Five Payment Devices Part Number: B87273 Description of Services You have ordered up to two hours of remote assistance related to the transition, installation, configuration and testing of your Oracle Hospitality Hotel Remote Implementation of Oracle Payment Foundation (“OPF”) software to connect to Your new payment system credit card services processor (“new 3

rd party provider”) for up to five

payment devices. Software Installation Configuration Services






2. Remotely connect to Your OPF software, install and configure Your OPF software for processing of credit card transactions through Your new 3rd party provider for up to five payment devices.










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using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and your systems is required for Oracle resources to perform services under this exhibit, you will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications












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Oracle Hospitality Food and Beverage Remote Software Recovery Services Part Number: B87419 Description of Services You have ordered Oracle Hospitality Food and Beverage Remote Software Recovery Services related to the installation, configuration, and testing of Your Oracle Hospitality Point of Sale product (the “Application”) as described below, which Services may include up to the quantity of hours of remote Services identified in Your order:

1. Software Installation and Testing of the Application and/or interfaces a. Conduct a discovery call to identify the issue with the Application;

b. Identify the applicable Application version to be re-installed;

c. Restore the Application and interfaces by using server image files You provide or reinstall and configure Your Application and interfaces;

d. Restore Your Point of Sale (‘POS”) database and sales history files, if provided;

e. Assist You to test and confirm the standard functionality of the Application and interfaces after restoration.

i. If the Application and/or interfaces are not able to be restored to standard functionality, Oracle will assist You to discover issues with the Application and/or interfaces and recommend steps to address the issues.

Your Obligations and Project Assumptions You acknowledge that Your timely provision of, and access to, assistance, cooperation, complete and accurate information and data from Your officers, agents, and employees (collectively, “cooperation”) are essential to the performance of any Services as set forth in this service description. 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 and any related estimate depends upon Your fulfillment of the following obligations and the following project assumptions:

1. Your Obligations

a. Maintain the properly configured hardware/operating system platform to support the Services. b. Obtain licenses under separate contract for any necessary Oracle software and hardware programs

before the commencement of Services. c. Maintain annual technical support for the Oracle software and hardware under separate contract

throughout the term of the Services. d. Provide any notices, and obtain any consents, required for Oracle to perform Services. e. Limit Oracle’s access to any production environments or shared development environments to the

extent necessary for Oracle to perform Services. f. If while performing Services Oracle requires access to other vendor’s products that are part of Your

system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf.

g. Develop necessary end user documentation, including, but not limited to, specific business practices and data examples documentation, and organization/end-user specific policies and procedures.

h. Be responsible for addressing and resolving functional and/or compatibility issues, in Your environments, that are not expressly included in the Services to be performed by Oracle.

i. Perform all data entry.

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j. Agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this exhibit, You will provide access to Oracle as follows:


ii. You are responsible for acquiring and maintain any equipment and performing any labor and/or activities necessary to set-up and maintain network connectivity at and to Your Oracle environment.


iv. Oracle is not responsible for network connections or for issues, problems, or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this exhibit, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this exhibit for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this exhibit.


a. Oracle resources may provide Services via phone, a customer-specific web portal (if ordered), and/or electronic communication.

b. All communication and documentation will be in English. c. The Services above will be performed remotely during local business hours, Monday through Friday

excluding holidays and weekends.

d. You understand and acknowledge that Oracle shall only provide the Services to You for up to the total hours specified in Your order; if You wish to order additional Services, contact Your Oracle sales representative or visit the Oracle Store.

e. Any request for modification to the Services requires entering into a new order.

f. The following are not part of this Service and are considered out of scope:




Unused Services

The Services above must be used within ninety (90) days from the date of Your order (“Professional Services Period”). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein.

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Oracle Hospitality Food and Beverage Remote Professional Services Implementation Part Number: B87420 Description of Services You have ordered Oracle Hospitality Food and Beverage Remote Professional Services Implementation for the installation, configuration, and testing of Your Oracle Hospitality Point of Sale product (the “Application”) as described below, which Services may include up to the quantity of hours of remote Services identified in Your order:

1. Software Installation, Configuration, and Testing of the Application a. Conduct a discovery call to discuss the following:

i. The applicable modules from Your Application and Application interface(s) which will be the subject of the Services to be installed, configured and tested;

ii. Discuss the timing and scheduling of the Services; and

iii. Review the steps for the Services set forth below.

b. Assist You in installing a custom report or export to/from Your Application or third party interface;

c. Assist You in configuring Your users/roles with associated permissions;

d. Assist You to enable or modify the standard functionality of Your Application and/or Application interface(s) as identified in the discovery call; (e.g. changes to screens, tenders, discounts, etc…) and

e. Assist You with testing Your Application interface(s) to confirm operation and functionality.

i. If Your Application and Application interface(s) do not operate or function as discussed during the discovery call, Oracle will assist You to identify issues with Your Application and Application interface(s) and recommend steps to address the issues.

Your Obligations and Project Assumptions You acknowledge that Your timely provision of, and access to, assistance, cooperation, complete and accurate information and data from Your officers, agents, and employees (collectively, “cooperation”) are essential to the performance of any Services as set forth in this service description. 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 and any related estimate depends upon Your fulfillment of the following obligations and the following project assumptions:

1. Your Obligations







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i. Perform all data entry. j. Agree that Oracle resources may access Your systems, throughout the performance of Services, using

an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this exhibit, You will provide access to Oracle as follows:















Unused Services

The Services above must be used within ninety (90) days from the date of Your order (“Professional Services Period”). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional

26

or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein.

Oracle Hospitality Food and Beverage Remote Professional Services Interface Configuration Part Number: B87421 Description of Services You have ordered Oracle Hospitality Food and Beverage Remote Professional Services Interface Configuration related to the installation, configuration, and testing of Your Oracle Hospitality product (the “Application”) as described below, to communicate with Your third party software and/or third party hardware, which Services may include up to the quantity of hours of remote Services identified in Your order:

1. Application Interface Configuration and Testing Services a. Conduct a discovery call to discuss Your business requirements for the configuration of Your

Application and Application interface(s) to Your third party software and/or third party hardware;

b. Configure Application interface parameters (e.g. Ethernet, security, communications, etc…); c. Assist You in configuring Your users/roles with associated permissions; d. Assist You to enable or modify the standard functionality of Your Application and/or Application

interface(s) based upon Your business requirements identified in the discovery call; e. Assist You with testing Your Application interface(s) to confirm operation and functionality; and

i. If the Application interface(s) does not operate or function as discussed during the discovery call, Oracle will assist You to identify issues with the Application interface(s) and recommend steps to address the issues.

f. Advise on a deployment plan for Your Application interface(s).

Your Obligations and Project Assumptions You acknowledge that Your timely provision of, and access to, assistance, cooperation, complete and accurate information and data from Your officers, agents, and employees (collectively, “cooperation”) are essential to the performance of any Services as set forth in this service description. 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 and any related estimate depends upon Your fulfillment of the following obligations and the following project assumptions:

1. Your Obligations








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i. Perform all data entry. j. Agree that Oracle resources may access Your systems, throughout the performance of Services, using
















Unused Services


28

Oracle Hospitality Hotel Remote Professional Services Implementation Part Number: B87422 Description of Services

You have ordered Oracle Hospitality Hotel Remote Professional Services Implementation related to the custom

installation, configuration, and/or testing of Your Oracle Hospitality product (the “Application”), as described below, which Services may include up to the quantity of hours of remote Services identified in Your order:

1. Custom Installation, Configuration, and/or Testing of the Application and Application Interface a. Conduct a discovery call to discuss the following:

i. The customization of the applicable modules from Your Application and Application interface(s) which will be the subject of the Services to be installed, configured, and tested;

ii. The timing and scheduling of the Services;

iii. Identification and confirmation of the full Application version (e.g. x.x.xx); and

iv. Review the steps for the Services set forth below.

b. Assist You to install a custom report or export to/from Your Application or third party interface; c. Assist You to install, configure, or modify the standard and/or custom functionality of Your

Application and/or Application interface(s) as identified in the discovery call (e.g., configuration of rooms, room types, rate codes, rates, transaction codes, market codes, etc…);

d. Assist You to enable, modify, and/or customize stationary forms or reports within Your Application (e.g., folio, registration card(s), accounts receivable statement(s), confirmation letter(s), etc…); and

e. Assist You with the testing of the applicable modules from Your Application and Application interface(s) to confirm operation and functionality as discussed during the discovery call.

i. If Your Application and Application interface(s) do not operate or function as discussed during the discovery call, Oracle will assist You to identify issues with Your Application and/or Application interface(s) and recommend steps to address the issues.


1. Your Obligations


before the commencement of Services. c. Download all necessary media before the commencement of services. d. Complete all prerequisites as outlined in the discovery call. e. Maintain annual technical support for the Oracle software and hardware under separate contract

throughout the term of the Services. f. Provide any notices, and obtain any consents, required for Oracle to perform Services.

29

g. Limit Oracle’s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services.

h. Engage third party vendors required for support or testing, as applicable. i. If while performing Services Oracle requires access to other vendor’s products that are part of Your


j. Develop necessary end user documentation, including, but not limited to, specific business practices and data examples documentation, and organization/end-user specific policies and procedures.

k. Be responsible for addressing and resolving functional and/or compatibility issues, in Your environments, that are not expressly included in the Services to be performed by Oracle.

l. Perform all data entry. m. Agree that Oracle resources may access Your systems, throughout the performance of Services, using












f. You acknowledge and agree that any delay or issue related to a third party vendor may result in the delay of the commencement and/or completion of Services.

g. The Services provided above are limited to the Application version identified during the discovery call.

h. The following are not part of these Services and are considered out of scope:

i. Functionality outside of the Application and Application interface, such as the following:

1. Third party applications and interfaces; and/or

30

2. Operating systems and hardware.

ii. Development of a new application interface;

iii. Configuration or training of third party applications;

iv. Physical hardware installation;

v. Network configuration and troubleshooting;

vi. Changes to workstations and PMS workflow; or

vii. any other Services not expressly identified herein.

Unused Services


31

Oracle Hospitality Hotel Remote Property Management System Implementation Part Number: B87423 Description of Services You have ordered Oracle Hospitality Hotel Remote Property Management System (“PMS”) Implementation related to the installation, configuration, and/or testing of Your Oracle Hospitality product (the “Application”), as described below, which Services may include up to the quantity of hours of remote Services identified in Your order:

1. Software Installation, Configuration, and/or Testing of the Application and Application Interface a. Conduct a discovery call to discuss the following:

i. The applicable modules from Your Application and Application interface(s) which will be the subject of the Services to be installed, configured, and tested;

ii. Review Your pre-installation requirements for the Application, as applicable;

iii. Discuss the timing and scheduling of the Services; and iv. Review the steps for the Services set forth below.

b. Assist You in configuring Your users/roles with associated permissions;

c. Assist You to install, configure, or modify the standard functionality of Your Application and/or Application interface(s) as identified in the discovery call (e.g., configuration of rooms, room types, rate codes, rates, transaction codes, market codes, stationary forms, etc…);

d. Assist You to enable and/or modify the screen and features within the screen designer (e.g., changing layout of fields, adding conditions/fields, etc…); and

e. Assist You with the testing of the applicable modules from Your Application and Application interface(s) to confirm operation and functionality as discussed during the discovery call.

i. If Your Application and Application interface(s) do not operate or function as discussed during the discovery call, Oracle will assist You to identify issues with Your Application and/or Application interface(s) and recommend steps to address the issues.


1. Your Obligations




extent necessary for Oracle to perform Services.

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f. If while performing Services Oracle requires access to other vendor’s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf.

g. Engage third party vendors required for support or testing, as applicable. h. Develop necessary end user documentation, including, but not limited to, specific business practices

and data examples documentation, and organization/end-user specific policies and procedures. i. Be responsible for addressing and resolving functional and/or compatibility issues, in Your

environments, that are not expressly included in the Services to be performed by Oracle. j. Perform all data entry. k. Agree that Oracle resources may access Your systems, throughout the performance of Services, using











e. You acknowledge and agree that Your completion of the pre-installation guide is a pre-requisite for the performance of the Services; any delay in completion in the pre-installation guide will result in a delay of the commencement of Services.

f. Any request for modification to the Services requires entering into a new order.

g. You acknowledge and agree that any delay or issue related to a third party vendor may result in the delay of the commencement and/or completion of Services.


i. Functionality outside of the Application and Application interface, such as the following:

1. Third party applications and interfaces; and/or

33

2. Operating systems and hardware.

ii. Development of a new application interface; iii. Configuration or training of third party applications; iv. Physical hardware installation; v. Network configuration and troubleshooting;

vi. Changes to workstations and PMS workflow; or vii. any other Services not expressly identified herein.

Unused Services


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Oracle Hospitality Hotel Remote Network Interface Technical Services Implementation Part Number: B87424 Description of Services You have ordered Oracle Hospitality Hotel Remote Network Interface Technical Services Implementation related to the installation, upgrade, configuration, and/or testing of Your Oracle Hospitality product (the “Application”), as described below, which Services may include up to the quantity of hours of remote Services identified in Your order:

1. Installation, Upgrade, Configuration, and/or Testing of the Application a. Conduct a discovery call to discuss the following:

i. Review Your environment for current and/or proposed hardware versions required for Your Application;

ii. The timing and scheduling of the Services; iii. Identify the current version (e.g. x.x.xx) and destination version (e.g. x.x.xx) of the Application; iv. Review Your pre-installation and/or upgrade requirements for the Application, as applicable;

and v. Review the steps for the Services set forth below.

b. Assist You in installing, configuring, and/or upgrading the Application on Your workstation(s), database server(s), application server(s), and/or interface PC(s);

c. Assist You in installing and/or configuring recommended patches for the Application (e.g. security update(s) and service pack(s));

d. Assist You to enable and/or modify the standard functionality of Your Application based upon Your requirements identified in the discovery call; and

e. Assist You with the testing of Your Application after the installation, upgrade, and/or configuration.

i. If the Application does not operate or function as discussed during the discovery call, Oracle will assist You to identify issues with the Application and recommend steps to address the issues.

2. Installation, Configuration, and/or Testing of Network Interfaces a. Conduct a discovery call to discuss the following:

i. Review Your environment for current and/or proposed hardware versions required for Your network interface;

ii. The timing and scheduling of the Services; iii. Identify the current version (e.g. x.x.xx) and destination version (e.g. x.x.xx) of the network

interface; iv. Review Your pre-installation and/or upgrade requirements for the network interface, as

applicable; and v. Review the steps for the Services set forth below.

b. Assist You in installing, configuring, and/or upgrading the network interface on Your workstation(s), database server(s), application server(s), and/or interface PC(s);

c. Assist You to enable and/or modify the standard functionality of Your network interface based upon Your requirements identified in the discovery call; and

d. Assist You with the testing of Your Application and network interface after installation, upgrade, and/or configuration.

35

i. If the Application and network interface does not operate or function as discussed during the discovery call, Oracle will assist You to identify issues with the Application and/or network interface and recommend steps to address the issues.


1. Your Obligations

a. Obtain and/or maintain the properly configured hardware/operating system platform to support the Services.

b. Obtain licenses under separate contract for any necessary Oracle software and hardware programs before the commencement of Services.

c. Maintain annual technical support for the Oracle software and hardware under separate contract throughout the term of the Services.

d. Provide any notices, and obtain any consents, required for Oracle to perform Services. e. Limit Oracle’s access to any production environments or shared development environments to the



g. Engage third party vendors required for support or testing, as applicable. h. Develop necessary end user documentation, including, but not limited to, specific business practices

and data examples documentation, and organization/end-user specific policies and procedures. i. Review and complete the pre-installation guide provided to you by Oracle. j. Be responsible for addressing and resolving functional and/or compatibility issues, in Your

environments, that are not expressly included in the Services to be performed by Oracle. k. Perform all data entry. l. Agree that Oracle resources may access Your systems, throughout the performance of Services, using





iv. Oracle is not responsible for network connections or for issues, problems, or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure

36

fails to allow Oracle access to perform Services under this exhibit, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this exhibit for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this exhibit.






e. You acknowledge and agree that Your completion of the pre-installation guide is a pre-requisite for the performance of the Services; any delay in completion in the pre-installation guide will result in a delay of the commencement of Services.

f. Any request for modification to the Services requires entering into a new order.

g. You acknowledge and agree that any delay or issue related to a third party vendor may result in the delay of the commencement and/or completion of Services.


i. Functionality outside of the Application and Application interface, such as the following: 1. Third party applications and interfaces; and/or 2. Operating systems and hardware.

ii. Development of a new application interface; iii. Configuration or training of third party applications; iv. Physical hardware installation; v. Network configuration and troubleshooting;

vi. Changes to workstations and Application workflow; or vii. any other Services not expressly identified herein.

Unused Services


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Oracle Hospitality Food and Beverage Software Recovery Services for Functional Help Desk Part Number: B88479 Description of Services You have ordered Oracle Hospitality Food and Beverage Software Recovery Services for Functional Help Desk for Your Oracle Hospitality system. The services period will commence on Your order’s signature date, unless otherwise stated in Your order, and will continue for a twelve (12) month period (“Software Recovery Services Period”). During the Software Recovery Services Period, up to twice annually, Oracle will use commercially reasonable

efforts to restore Your Oracle Point of Sale (“POS”) system on one of Your Oracle back office servers by assisting

with any of the following:

1. Reconfigure Your Oracle back office server using Your copy of the Oracle back office server image files; 2. Reload Your Oracle software applications and interfaces; and 3. Reload Your POS database and sales history files.


You acknowledge that Your timely provision of assistance, cooperation, complete and accurate information and data from Your officers, agents, and employees (collectively, “cooperation”) are essential to the performance of any the Services as set forth in this Description of Services. Oracle will not be responsible for any deficiency in performing the 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:

1. Your Obligations a. Provide Oracle with access to Your Food and Beverage facility required for the performance of

services. b. Provide secure storage for and provide the Oracle resource(s) with a working copy of Your Oracle

back office server image files.

c. Establish and maintain a secure process for creating, backing up and storing daily copies of the Oracle

application(s), database and sales history files.

d. Verify that Your daily back up routines are being performed properly each day.

e. Provide physical care and storage of the device used to store the MICROS back office server image,

Oracle application(s), database and history files (e.g. – an external USB bootable hard drive).

f. License, install and maintain a current version of Your Oracle POS application(s), operating system

and anti-virus software on Your Oracle back office server.

g. Contract and maintain Oracle Functional Help Desk Annual Services for all Oracle hardware and

software supporting Your POS systems.

h. In addition to fees set forth in this order, You agree to reimburse Oracle for travel and out-of-pocket expenses related to providing any on-site Services.

i. You agree that Oracle resources may access Your systems, throughout the performance of services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform services under this order, You will provide access to Oracle as follows:

38




Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform services under this exhibit, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this exhibit for the change in the services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of services under this order.

j. Maintain the properly configured hardware/operating system platform to support the Services. k. Obtain licenses under separate contract for any necessary Oracle software and hardware Programs

before the commencement of Services. l. Maintain annual technical support for the Oracle software and hardware under separate contract

throughout the term of the Services. m. Provide Oracle with full access to relevant functional, technical and business resources with adequate

skills and knowledge to support the performance of the Services. n. Provide any notices, and obtain any consents, required for Oracle to perform the Services. o. Limit Oracle’s access to any production environment or shared development environments to the

extent necessary for Oracle to perform the Services. p. As required by U.S. Department of Labor regulations (20 CFR 655.734), You will allow Oracle to post a

Notice regarding Oracle H-1B employee(s) at the work site prior to the employee's arrival on site. q. If while performing the Services Oracle requires access to other vendor’s products that are part of

Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf.


a. All communications and documentation will be in the mutually agreed upon language. b. The services above will be performed either by an on-site and/or remote delivery resources. c. Additional fees will be required if (i) You do not have a working copy of Your Oracle back office server

image and/or Your Oracle POS database and history files and (ii) there are delays caused by You or Your third party providers.

d. This Service only applies to Oracle applications and databases; third party products are not included in this Service.

e. Physical hardware installation and networking are not included in this Service. f. Menu item or program configuration changes are not included in this Service. g. Third party software configuration is not included in the services. h. Windows operating system password reset is not included in this Service. i. Virus or malware removal is not included in this Service. j. Application training is not included in the services.

Unused Services

Any services not used within the Software Recovery Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or

39

other services, for any unused portion of the fees paid for any unused services. You may not use the fees for any services other than the services stated herein.

Oracle Hospitality Hotel Property Management Systems Upgrade Service for IHG Part Number: B88767

Description of Services You have ordered Oracle Hospitality’s Property Management System Upgrade Service for assistance with upgrading your Property Management System (OPERA) and associated Oracle Database and Workstation Clients ("Services"). The Services may include assistance with any of the following:

1. Property Management Systems Upgrade Services a. Conduct a preliminary conference call for up to one (1) hour in duration to discuss the following:

i. Identify Your current version of OPERA; and ii. Determine a target version of OPERA for Your upgrade.

b. Upgrade OPERA once annually from Your currently installed version to Your target version identified in 1.a.ii, if an upgrade is generally available.

2. Oracle Database Upgrade Services

a. Apply one (1) annual patch set upgrade to a single instance of the applicable Oracle database, if a patch is generally available.

3. Workstation Client Upgrade Services

a. Upgrade up to fifteen (15) of Your OPERA workstation clients, if an upgrade is generally available.


You acknowledge that Your timely provision of assistance, cooperation, complete and accurate information and data from Your officers, agents, and employees (collectively, “cooperation”) are essential to the performance of any the Services as set forth in this Description of Services. Oracle will not be responsible for any deficiency in performing the 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:

1. Your Obligations

a. Maintain the properly configured hardware/operating system platform to support the Services. b. Obtain licenses under separate contract for any necessary Oracle software and hardware Programs


throughout the term of the Services. d. Provide Oracle remote access to the Property Management System required for the performance of

the Services. e. Create and maintain OPERA database backups to facilitate recovery, if necessary. If You do not have a

current and valid backup You agree to pay for any increased costs resulting from any delays. f. License, install and maintain current versions of anti-virus software on Your systems. g. Oracle resources may provide the Services via telephone, a customer-specific web portal (if ordered),

and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of the Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is

40

required for Oracle resources to perform the Services under Your order, You will provide access to Oracle as follows:

i. You are responsible for ensuring that (i) Your network and systems comply with

specifications Oracle provides, (ii) all components of Your Oracle software environment are accessible through the VPN or OWC, and (iii) the VPN is installed in a timely manner for Oracle to perform the Services.



Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform t h e Services under Your order, You agree to pay for any increased costs resulting from Your failure.

h. Provide Oracle with full access to relevant functional, technical and business resources with adequate skills and knowledge to support the performance of the Services.

i. Provide any notices, and obtain any consents, required for Oracle to perform the Services. j. Limit Oracle’s access to any production environment or shared development environments to the

extent necessary for Oracle to perform the Services. k. As required by U.S. Department of Labor regulations (20 CFR 655.734), You will allow Oracle to post a

Notice regarding Oracle H-1B employee(s) at the work site prior to the employee's arrival on site. l. If while performing the Services Oracle requires access to other vendor’s products that are part of

Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf.


a. All communications and documentation will be in the mutually agreed upon language. b. Delays caused by either You or Your third party vendors that are not ready to support the OPERA

upgrade at the scheduled times may result in additional charges. c. Upgrades are not designed to correct any preexisting configuration issues. d. Upgrades are limited to the Oracle components necessary for OPERA to function. e. The Services do not include any other services not outlined in this Description of Services , including

the following: i. Third party software configuration; ii. Windows password reset; iii. Virus recovery; iv. Application training; v. Moving and upgrading any product to another server; vi. Upgrades that require removal and reinstallation of OPERA; and vii. Workstation operating system or browser updates or upgrades.

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