Oracle Quick Order Services

SIRIUS QUICK ORDER SERVICES FOR ORACLE SPECIALIZED STAFFING

SERVICE BRIEF: SIR-SIR-DAT-106

Executive Overview
The Oracle Specialized Staffing is intended to provide the Customer with professional service experts in relation to the Customer’s Oracle platform and database needs. These services will focus in on common tasks related to the daily management of an Oracle Database environment. The following are the supported systems:

• On-Prem and Cloud Oracle Database Systems
• Operating Systems
  • Linux
  • Solaris
  • AIX
  • Windows
• Databases
  • Oracle
• Database Versions
  • All versions currently supported by Oracle

Scope of Service
The following are supported activities to be provided by the Oracle Specialized Staffing service:

1. Daily administration and monitoring of an Oracle database environment.
2. Troubleshooting and resolution of issues related to an Oracle database.
3. Initiation, management, and closure of change requests related to an Oracle database.
4. Upgrade and patching of an Oracle database and supporting homes
   1. DB
   2. GI
   3. Agent
5. Validation of the individual Oracle database backup and recovery process.
6. Configuration, setup, and maintenance of Dataguard Standbys.
7. High-level database assessment as it pertains to runtime issues and current performance troubleshooting.
8. Oracle database best practices regarding database usage and script review/design with application teams.
9. Assist client with submission and management of My Oracle Support service requests.

Out of Scope
Unless otherwise indicated in the above scope of service, tasks are considered out-of-scope. The following tasks have been identified explicitly as out-of-scope:

1. Project management services and function
2. Installation or configuration of servers, storage, or networking infrastructure.
3. Tasks or activities which require subject matter knowledge or experience outside of Oracle Exadata, C@C, or Oracle database software.
4. Activities related to Oracle Apps.
5. Formal training for users, developers, or administrators.
6. Project work, such as database migrations and data migrations.

Assumptions
This service is provided around the following assumptions:

1. Work will be performed remotely with customer providing the required access to environments, systems, and tools.
2. Service activities will primarily be delivered during normal business hours, Monday thru Friday from 8AM to 5PM EST, excluding weekends, holidays, and time off negotiated between Sirius and Customer at least two (2) weeks in advance.
3. If services are required outside of normal business hours, they must be scheduled at least two (2) weeks in advance.
4. After hours or Weekend hours will be consumed at a rate of 1.5x the standard rate.
5. A 4-hour penalty will be applied for cancellation, or rescheduling of an after-hour, or weekend event with less than 72-hour notice.
6. All necessary licenses and subscriptions are provided by Customer and available prior to commencement of project.
7. Before any work can begin, Sirius will be granted remote connectivity and direct keyboard access as required to perform their assigned duties with all appropriate rights and privileges.
8. Work performed will be conducted on a best effort basis based on resource availability.
9. This service does not specify deliverables to be produced, completion criteria, or timelines to be met.
10. Customer’s in-house staff will serve as the first line of support.
11. Customer staff will participate throughout the engagement.
12. Should an issue arise relating to software, product, services, or subscriptions that are the subject of the services performed hereunder, Customer shall open a support case with the software vendor and where applicable utilizing Customer’s support agreement.
    1. Sirius shall assist Customer and vendor, at Customer’s expense, to create a resolution on Customer’s behalf.
    2. Customer expressly acknowledges and agrees that open cases / tickets shall not constitute a reason for withholding payment for Sirius services.

Customer Responsibilities
Unless otherwise indicated in the above scope of service, tasks are considered the responsibility of the Customers. The following tasks have been identified explicitly as customer responsibilities:

1. Provide project management and task direction to Sirius resource, including but not limited to tracking the progress of the work being performed, resolution of any issues which may cause work delays, and reporting concerns about staffing to Sirius.
2. Monitor budget, scope of work and progress to assure that the consultant's work meets expectations.
3. Participate throughout the engagement.
4. Provide knowledge resources as requested.
5. Provide remote access with appropriate admin credentials and privileges.
6. Provide all necessary software, licenses, and support.
7. Provide access to Oracle support as necessary.
8. Manage tasks related to change management, to include but not limited to opening service tickets, coordinating with application teams, and scheduling outages.