Utilities Global Business* Service Descriptions and Metrics

Transcription

1 Utilities Glbal Business* Service Descriptins and Metrics January 30, 2017 *Nte: The Service Descriptins fr Oracle Dataraker Clud Services can be fund in a separate dcument at Oracle Utilities Glbal Business Unit Clud Service Descriptins 1

2 TABLE OF CONTENTS Oracle Mbile Wrkfrce Clud Service Service Descriptins... 6 Oracle Mbile Wrkfrce Clud Service - Per Field Resurce... 6 Oracle Utilities Meter Slutin Clud Service Service Descriptins... 7 Oracle Utilities Meter Slutin Clud Service Per Utilities Device Data Channels per Mnth... 7 Oracle Utilities Meter Slutin Clud Service - Additinal Data Strage Per Terabyte Oracle Utilities Meter Slutin Clud Service - Additinal Develpment Envirnment Oracle Utilities Meter Slutin Clud Service - Additinal Database Strage fr Develpment Envirnments Per Terabyte Oracle Utilities Meter Slutin Clud Service - Additinal Test Envirnment Oracle Utilities Wrk and Asset Clud Service Service Descriptins Oracle Utilities Wrk and Asset Clud Service Per Hsted Named User Oracle Utilities Operatinal Device Clud Service Service Descriptins Oracle Utilities Operatinal Device Clud Service Per 100 Utilities Assets per Mnth Oracle Utilities Custmer Clud Service Service Descriptins Oracle Utilities Custmer Clud Service Per Utilities Custmer Billable Services per Mnth Oracle Utilities Custmer Clud Service Additinal Utilities Custmer Billable Service Type Oracle Utilities Custmer Clud Service - Additinal Data Strage Per 500 Gigabytes Oracle Utilities Custmer Clud Service - Additinal Develpment Envirnment Oracle Utilities Custmer Clud Service - Additinal Database Strage fr Develpment Envirnments Per 250 Gigabytes Oracle Utilities Custmer Clud Service - Additinal Test Envirnment Retired SKUs Oracle Utilities Meter Slutin Clud Service Per Utilities Device Data Channels Per Mnth Oracle Utilities Wrk and Asset Clud Service Per Hsted Named User Oracle Utilities Operatinal Device Clud Service Per 100 Utilities Assets per Mnth Oracle Maps Clud Service fr Oracle Utilities Oracle Utilities Glbal Business Unit Clud Service Descriptins 2

3 Metric Definitins 100 Utilities Assets per Mnth is defined as ne hundred recrds f Utilities Assets that are stred in the Oracle Utilities Asset Management Base prgram. Utilities Assets are devices tracked using the Operatinal Device Clud Service, including, but nt limited t, meters, cmmunicatin devices, cmpnents, mtrs, pumps, pipes and vehicles. This metric is used fr the Oracle Utilities Operatinal Device Clud Service. 250 Gigabytes (GB) is defined as additinal database strage in 250 gigabytes (GB) per mnth required beynd the strage capacity initially purchased as part f the Oracle Clud Service. 500 Gigabytes (GB) is defined as additinal database strage in 500 Gigabytes (GB) per mnth required beynd the strage capacity initially purchased as part f the Oracle Clud Service. Field Resurce (fr purpses f Oracle Mbile Wrkfrce Clud Services) is defined as a dispatcher authrized by Yu t access the Oracle Clud Service, as well as any engineer, technician, representative r ther persn scheduled by the Clud Service. Hsted Named User is defined as an individual authrized by Yu t access the Clud Service, regardless f whether the individual is actively accessing the service at any given time. Utilities Custmer Billable Services per Mnth is defined as the ttal number f Yur and Yur Affiliates individual utilities services that are billable t each f Yur and Yur Affiliates Custmers. If Yu will bill multiple utility services t ne Custmer, each service will cunt as a single billable service. If a Custmer will be billed fr utility services at multiple lcatins (e.g., a chain stre, an apartment building, r a municipality), each utility service fr each such lcatin shall cunt as a single billable service. Examples f Utilities Custmer Billable Service Types include: Electric Gas Water Wastewater (if billing independently frm water utility service type) Water / Wastewater (if billing fr wastewater is dependent n billing fr water utility service type) Refuse Examples nt cnsidered as utility services are: prducts / services billed as ne-time invices, lans, payment arrangements, nn-billed budgets, depsits and charitable cntributins. Utilities Device is defined as a hardware r firmware element in the applicable utilities (e.g., gas, water r electric) netwrk. Utilities Devices include, but are nt limited t, meters, grid devices, hme area netwrk devices, and demand respnse devices. Oracle Clud Services may (a) cmmunicate with Utilities Devices r enable cmmunicatins with Utilities Devices and (b) prcess event and usage data frm Utilities Devices. Fr the purpses f the Oracle Utilities Meter Data Management Services (including the Oracle Utilities Smart Grid Gateway), a Utilities Device is a meter which prcesses meter event and usage data within such Oracle Clud Services. Oracle Utilities Glbal Business Unit Clud Service Descriptins 3

4 Utilities Device Data Channel per Mnth is defined as a stream f peridic r time-series measurement data f any frequency (set r variable), f a single unit f measure, as transmitted by a Utilities Device and which is used fr a single measurement purpse, per mnth. Terabyte (TB) is defined as additinal database strage in terabytes (TB) per mnth required beynd the strage capacity initially purchased as part f the Oracle Utilities Clud Services. Oracle Utilities Glbal Business Unit Clud Service Descriptins 4

5 Glssary Custmer is defined as Yur r Yur Affiliates end custmer. CIS is defined as a Custmer Infrmatin System Daily Data is defined as data recrded in intervals f nce per day. Mnthly Data is defined as data recrded in intervals f nce per mnth r a mre frequent but regular basis during a mnth. Nn-Prductin Envirnment may be either a test, backup r develpment envirnment prvided t Yu as part f the Oracle Clud Services. The Nn-Prductin Envirnment is specifically sized and designed fr develpment and training purpses and may nt be used fr prductin purpses r fr perfrmance r stress testing. Any service levels, perfrmance targets and disaster recvery described fr the applicable Oracle Clud Service are nt applicable t Nn-Prductin Envirnments. Prductin Envirnment is an envirnment prvided t Yu as part f the Oracle Clud Service that is designed fr daily cmmercial use and prductin peratins f live data. Unless therwise specified, a single Prductin Envirnment is prvided fr an Oracle Clud Service. Template is a set pre-cnfiguratins used as a prject acceleratr fr a Clud Service. Oracle Utilities Glbal Business Unit Clud Service Descriptins 5

6 Oracle Mbile Wrkfrce Clud Service Service Descriptins Oracle Mbile Wrkfrce Clud Service - Per Field Resurce Part # B80771 Users f the Oracle Mbile Wrkfrce Clud Service are authrized t access the fllwing mdules: Oracle Mbile Wrkfrce Analytics 1 Oracle Utilities Analytics Dashbards fr Mbile Wrkfrce Analytics Oracle Utilities Extractrs and Schema fr Oracle Utilities Mbile Wrkfrce Management Users f the Oracle Mbile Wrkfrce Clud Service are als authrized t access ne f the fllwing mdules: Oracle Real-Time Scheduler/ Oracle Real-Time Scheduler Mbile, r Oracle Utilities Mbile Wrkfrce Management/ Oracle Utilities Mbile Wrkfrce Management Mbile Usage Limits: The Oracle Mbile Wrkfrce Clud Service is subject t usage limits based n the fllwing pints: A maximum number f Authrized Users (Per Field Resurce) as defined in yur rder Oracle will prvisin three Envirnments fr this Oracle Clud Service: ne Prductin Envirnment and tw Nn-Prductin Envirnments (test, and develpment). Database strage during the service perid is limited t up t three years f transactinal histry. Service Level Targets Fr purpses f Disaster Recvery and Service Availability Level as described in the Oracle Clud Hsting and Delivery Plicies referenced belw, this Oracle Clud Service has the fllwing Service Level Targets fr the Prductin Envirnment: Clud Service Recvery Time Objective Recvery Pint Objective Target System Availability Oracle Mbile Wrkfrce Clud Service 24 hurs 4 hurs 99.5% The Target System Availability des nt apply in the event f a declared disaster. The Recvery Time Objective and Recvery Pint Objective d nt apply t custmizatins r third party sftware. Oracle Clud Plicies: Yur rder fr this Oracle Clud Service is subject t the Oracle Clud Hsting and Delivery Plicies and the Oracle Industry Clud Services Pillar Dcument which may be viewed at 1 All referenced Clud Services, sftware cmpnents, features, functins and prcess flws are dcumented in the Prgram Dcumentatin n dcs.racle.cmindustries Oracle Utilities Dcumentatin Oracle Utilities Glbal Business Unit Clud Service Descriptins 6

7 Oracle Utilities Meter Slutin Clud Service Service Descriptins Oracle Utilities Meter Slutin Clud Service Per Utilities Device Data Channels per Mnth Part #: B88869 Users f the Oracle Utilities Meter Slutin Clud Service are authrized t access the fllwing mdules and services: Usage Limits: Oracle Utilities Meter Data Management Oracle Utilities Smart Grid Gateway 2 Oracle Utilities Smart Grid Gateway Adapter fr Landis+Gyr Oracle Utilities Smart Grid Gateway Adapter fr Netwrked Energy Services (NES) Oracle Utilities Smart Grid Gateway MV-90 Adapter fr Itrn Oracle Utilities Smart Grid Gateway Adapter fr Itrn OpenWay Oracle Utilities Smart Grid Gateway Adapter fr Sensus RNI Oracle Utilities Smart Grid Gateway Adapter fr Silver Spring Netwrks Oracle Utilities Service Order Management 3 The Oracle Utilities Meter Slutin Clud Service is subject t usage limits based n the fllwing pints: A maximum number f Utilities Device Data Channels per Mnth as defined in Yur rder. Oracle will prvisin three Envirnments fr this Oracle Clud Service: ne Prductin Envirnment, and tw Nn-Prductin Envirnments (test and develpment). Nn-Prductin Envirnments may be refreshed, at Yur request, n mre than nce in any threemnth perid, prvided the Nn-Prductin Envirnment database and file strage are equal t r greater in size than the Prductin Envirnment database and file strage. Additinal data strage fr Prductin and Nn-Prductin Envirnments may be purchased subject t additinal fees. 2 Yu must hst any Smart Grid Gateway adapter custmizatins that require changes t SOA cmpnents n PaaS r n premise envirnments. 3 The Custmer Care and Billing Integratin t Service Order Management and the Service Order Management Integratin t Mbile Wrkfrce Management are nt available as part f this Oracle Clud Service. Oracle Utilities Glbal Business Unit Clud Service Descriptins 7

8 The fllwing database strage limits apply fr the Oracle Utilities Meter Data Management (including the Oracle Utilities Smart Grid Gateway specific cmpnents f the Oracle Meter Slutin Clud Service) per the applicable Envirnment: Utilities Device Data Channels Envirnment Type Ttal Database Strage Ttal File Strage 4 100,000 t 200, ,001 t 1,000,000 1,000,001 t 2,000,000 2,000,001 t 4,000,000 4,000,001 t 8,000,000 Prductin 1,750 GB 350 GB Test 1,750 GB 350 GB Develpment 500 GB 50 GB Prductin 1,750 GB 1,200 GB Test 1,750 GB 1,200 GB Develpment 500 GB 50 GB Prductin 1,750 GB 2,400 GB Test 1,750 GB 2,400 GB Develpment 500 GB 50 GB Prductin 1,750 GB 4,600 GB Test 1,750 GB 4,600 GB Develpment 500 GB 50 GB Prductin 1,750 GB 9,150 GB Test 1,750 GB 9,150 GB Develpment 500 GB 50 GB Service Level Targets: Fr purpses f Disaster Recvery and Service Availability Level as described in the Oracle Clud Hsting and Delivery Plicies referenced belw, this Oracle Clud Service has the fllwing Service Level Targets fr the Prductin Envirnment: Clud Service Recvery Time Objective (RTO) Recvery Pint Objective (RPO) Target System Availability 4 Refers t file strage accessible t Users f the Oracle Clud Service Oracle Utilities Glbal Business Unit Clud Service Descriptins 8

9 Oracle Utilities Meter Slutin Clud Service 12 hurs 1 hur 99.5% The Service Level Targets d nt apply t the Nn-Prductin Envirnment(s). The Target System Availability des nt apply in the event f a declared disaster. The Recvery Time and Recvery Pint Objectives d nt apply t custmizatins r third party sftware. Yur Secure Data Transfer Obligatins: Yu will wrk with Oracle t establish and maintain the necessary private circuit, VPN r IP whitelisting slutin, and t facilitate secure traffic between the Oracle servers and Yur netwrk. Yu, and nt Oracle, are respnsible and liable fr impacts t the availability and perfrmance f this Oracle Clud Service due t system cnnectivity r external applicatin prblems assciated with data lads initiated by Yu r Yur Users r with any utbund integratins. Yu, and nt Oracle, are respnsible fr the installatin, cnfiguratin r mnitring f any n premise r hsted systems wned r perated by Yu. Yur Data Related Obligatins: Fr any initial data lad r data migratin, Yu will prvide Oracle with data, in frmats requested by Oracle, during the initial phases f the deplyment f this Oracle Clud Service. Yu, and nt Oracle, are respnsible fr the crrect frmatting f any data prvided t Oracle as part f any initial r nging data lad. Yu will appint a pint f cntact within Yur rganizatin authrized t wrk with Oracle t reslve incidents related t any data lading, imprt, exprt r interface prcess. Yu will prvide all necessary data (e.g., test data, cnfiguratin data, samples f daily files fr all Interfaces, histrical data, etc.) t supprt Yur use f this Oracle Clud Service, in frmat(s) requested by Oracle. If data quality issues are identified with any data received in this Oracle Clud Service, then Yu, and nt Oracle, are respnsible fr prviding crrected, validated, frmatted and cleansed data frm Yur surce applicatin(s). As reasnably requested by Oracle, Yu will prvide Oracle, n a timely basis, with cmplete and accurate infrmatin and respnses t questins as needed t supprt the perfrmance f the Oracle Clud Service. Yu, and nt Oracle, are respnsible fr dwnlading any data Yu require t a strage lcatin lcal t Yur rganizatin when Oracle peridically remves data stred n the file strage server based n the data retentin perids applicable t the Oracle Clud Service. Yu are respnsible fr purchasing any additinal strage required fr Yur use f the Oracle Clud Service. Oracle will nt autmatically allcate additinal strage. Prvisining Services Prvisining Services are services that relate t the initial set up f Yur Oracle Clud Service, and that are prvided as part f this Oracle Clud Service. The scpe f the Prvisining Services prvided is limited, and is defined as fllws: Oracle will: Prvide a Meter Slutin Clud Service Template. The Template will be prvided in the English language. Oracle Utilities Glbal Business Unit Clud Service Descriptins 9

10 Install the Meter Slutin Clud Service Template. Perfrm system testing n the Meter Slutin Clud Service Template, including the prvided interfaces/integratins. Operate a single centralized instance f the Meter Slutin Clud Service cvering all f Yur custmers Prvide dcumentatin describing the business prcesses that are the basis fr the Meter Slutin Clud Service Template. Prvide the fllwing Meter Data Management (MDM) business prcess flws 5, which may be referred t as level 3 Utility Reference Mdels: Review f the Master Data Synchrnizatin data mapping frm Yur current CIS t MDM fr the fllwing prcesses: Synchrnizatin t MDM device Synchrnizatin t MDM device cnfiguratin Synchrnizatin t MDM service pint Synchrnizatin t MDM installatin event Synchrnizatin t MDM cntact Synchrnizatin t MDM usage subscriptin Synchrnizatin frm MDM usage t CIS Review f the Oracle Utilities Smart Grid Gateway (SGG) which includes the fllwing prcesses: Smart meter read acquisitin Managing smart meter read imprt exceptins Setting up smart meter Unit f Measure (UOM) and interval status cdes Smart meter event acquisitin Managing smart meter event exceptins Histric usage data cnversin Review f Validatin, Estimating, and Editing (VEE) which includes the fllwing prcesses: Overall VEE prcessing Setting up VEE rules & VEE rule grups Managing VEE exceptins Review f Events which includes the fllwing prcesses: Standard meter event prcessing Paired meter event prcessing Managing meter event exceptins Review f Billing which includes the fllwing prcesses: Overall billing determinant prcessing Setting up usage rules & usage rule grups t calculate billing determinants Managing billing determinant exceptins Prvide prttypes fr the fllwing cnfiguratins within each cnfiguratin categry: Categry: CIS Synchrnizatin: Interface with MDM t CIS system Categry: VEE Rules: Mdify tlerances fr VEE rules Adjust threshld parameters fr VEE rules Categry: Device Types: Mdificatin f Device Type cnfiguratins Categry: Event mapping frm Head-end events t MDM event definitins: 5 All referenced clud services, features, functins and prcess flws are dcumented in the Prgram Dcumentatin n dcs.racle.cmindustries Oracle Utilities Dcumentatin Oracle Utilities Glbal Business Unit Clud Service Descriptins 10

11 Event mapping Event cnfiguratin Categry: Usage Rules: Time f Use (TOU) Maps - The TOU map templates shuld be created t reflect the actual time f day that each TOU perid represents based n Yur needs. Wrk Calendar Create wrk calendar with Yur business days and hliday schedule. Usage grups - identify which pre-cnfigured usage rules are apprpriate fr Yur needs. Categry: User Access: Add/change users and user access t this Oracle Clud Service Categry: Infrmatin Lifecycle Management: Archival Prcess Timings Categry: Batch Prcessing: Cnfiguring batch prcess parameters Mdificatin t batch sequences: Timing f batch jbs Yu are respnsible fr: Overall setup prject management, including respnsibility fr management f the scpe, the prject plan/schedule and budget. Prviding Oracle with detailed business requirements fr all activities that will affect the sftware fr which the Oracle Clud Services are perfrmed under the service descriptin. End-user training activities and rganizatinal change management. Leading and managing the user system review. Crdinating with external vendrs r service prviders t manage dependencies that culd impact the verall prject scpe and schedule. Designating a prject manager wh shall be respnsible fr crdinating Yur activities and respnsibilities with respect t prvisining these Oracle Clud Services. Business prcess change activities including end-user cmmunicatin (e.g., status updates, newsletters, frums, etc.). Planning and executing all testing activities. All cut-ver and rll-ut activities. Business intelligence r data warehuse implementatin/integratin (if required). Prcuring, setting up r therwise prvisining any additinal hardware, sftware r services as required Prviding any netwrk hardware and/r sftware that may be required t cnnect t this Oracle Clud Service All data cnversin/migratin/cleansing activities, including: Master Data: Mapping any required existing master data t the pre-defined, supprted Oracle frmat(s). Exprting, cleansing, and cnverting any master data frm Yur current CIS that is t be laded r imprted int this Clud Service. Usage r Cnsumptin Data: Mapping any required existing usage r cnsumptin data t the pre-defined, supprted Oracle frmat(s). Exprting, cleansing and cnverting any histric usage r cnsumptin data that is t be migrated int this Oracle Clud Service. Oracle Utilities Glbal Business Unit Clud Service Descriptins 11

12 A maximum f thirteen (13) mnths f histric usage r cnsumptin data will be migrated. Creating r updating any required validatin scripts. All data cleansing activities that may be required. It is expected that data cleansing will be dne in surce applicatin(s) and nt directly in the Custmer Clud database. The fllwing interface/integratin related activities: Building and testing f any interfaces t r frm this Oracle Clud Service (unless stated therwise), including integratin f Yur CIS t this Oracle Clud Service. Any nging synchrnizatin and interface mnitring activities t r frm this Oracle Clud Service Cmplete end t end integratin flws using template interfaces. Assumptins: Yu acknwledge and agree that Oracle s bligatin t prvide the Meter Slutin Clud Service Prvisining Services is cntingent n the ccurrence f each f the fllwing: This Clud Service will be utilized in the English language. The CIS interface build will nt exceed sixteen (16) weeks. The base set up will supprt electric service. Oracle will cnfigure a maximum f ne f the fllwing head-end systems fr use: Itrn MV90, Itrn OpenWay, Silver Springs Netwrk, Landis & Gyr, Sensus r Echeln. The CIS integratin mdel will nly request billing determinants. Master data will be synchrnized between the CIS and this Oracle Clud Service. Cnfiguratin and custmizatins will be designed and tested by Yu t ensure they d nt adversely affect perfrmance. Oracle may reject any cnfiguratin r custmizatin requests that are likely t adversely affect perfrmance. Yu will prvide all in-scpe data cnversins and interfaces in frmats supprted by this Oracle Clud Service. Any integratin middleware used by Yu t implement any integratin will nt be hsted within this Oracle Clud Service. This Oracle Clud Service will be (a) interfaced t a single CIS nly, (b) the system f recrd fr readings and cnsumptin, and (c) the surce r target system fr all integratin flws Turnarund time will be n lnger than tw wrking days unless therwise agreed by Yu and Oracle. Turnarund time refers t time taken by Yu t respnd t and cnfirm design elements and decisin pints during the perfrmance f the Prvisining Services. Live Operate Services Scpe: Live Operate services are services that Oracle prvides t assist Yu with the nging peratin f Yur Oracle Clud Service, nce Yur Clud Service is live. The specific Live Operate Services prvided t Yu as part f this Oracle Clud Service are as fllws: Gvernance Scpe: Oracle Utilities Glbal Business Unit Clud Service Descriptins 12

13 Gvernance Services prvide a frmal management framewrk and structure that enables Oracle and Yu t manage the relatinship, expectatins, and dependencies with respect t Yur persnnel and Oracle during the term f this Oracle Clud Service. Oracle will: Prvide standard prcesses fr sftware change management, release management, incident management, and prblem management as defined in the Glbal Business Units Clud Services Pillar dcument. Participate in and facilitate addressing f prblems and critical incidents Assign a Service Delivery Manager ( SDM ) t manage the delivery f the Gvernance services included with this Oracle Clud Service. The SDM will be yur primary pint f cntact fr the Oracle Clud Service, act as Yur first pint fr the escalatin fr the Oracle Clud Service and will mnitr the prgress f service requests (SR) and cnfirm that the services are perfrmed in accrdance with targets. Prvide access t infrmatin abut incidents and changes made t Yur envirnment. Upn Yur request, create and deliver a Quarterly Status Reprt summarizing the activities undertaken ver the past quarter and thse scheduled as majr future events. Upn Yur request, ffer quarterly meetings with Yur versight team t present, review and discuss the quarterly status reprt. Yur Obligatins: Assign a manager t act as the primary cnduit fr all issues relating t the delivery f these services. Prvide Oracle with the dates fr Yur key business and technlgy events (i.e. testing calendar, refresh schedule etc.) at least thirty (30) days prir t the event. Assign apprpriate resurces t supprt Yur activities. Supprt scheduling f meetings as required fr this Oracle Clud Service. Participate in all scheduled meetings. Manage Yur activities, including: Priritizing wrk activities fr Yur resurces. Prviding crdinatin acrss any teams and/r interested parties external t Oracle. Escalatin f issues t Yur Oracle SDM in a timely manner. Prviding any infrmatin required t prgress service requests. Oracle is nt respnsible fr meeting any agreed (r stated) targets r bjectives if required r requested infrmatin is nt frthcming in a timely manner. Assigning apprpriate resurces t cnduct all required acceptance testing fr all sftware packages delivered. Accepting all sftware packages prir t prmtin t the Prductin Envirnment. Maintaining a cntact list fr all persns perfrming the gvernance functins related t these Oracle Clud Services. Participating in Oracle s internal quality assurance prcesses n a mutually agreed schedule. Slutin Center Scpe: Slutin Center services are thse services prvided t assist Yu with the management f Yur Oracle Clud Service cmpnents, including, where specified, the cnfiguratin and enhancement f thse Clud Service cmpnents, during the term f this Oracle Clud Service. Oracle will: Oracle Utilities Glbal Business Unit Clud Service Descriptins 13

14 Perfrm annual analysis f applicatin specific errrs and make recmmendatins fr cnfiguratin adjustments t reduce errr flw. Yur Obligatins: Cnduct sftware acceptance and perfrmance testing, and accept sftware prir t the prductin rll ut f any cnfiguratin change as a cnsequence f a new requirement r incident remedy. Assist the Oracle team with SR analysis f data riginating utside the applicatins. Crrect yur business data as reasnably requested by Oracle in rder t achieve clsure f an identified prblem. Prvide authrizatins and validatins fr any required data crrectin r adjustments. Operatin Center Scpe: Operatin Center services are services relating t the nging peratin f Yur Oracle Clud Service. Oracle will: Event Services Mnitr batch prcesses per the batch schedule: Verify successful batch cmpletin. Analyze issues and reslve any incidents within Oracle s scpe r respnsibility. Escalate any issues relating t invalid business r external data t Yu fr reslutin. Interface event mnitring: Analyze issues and reslve any incidents within Oracle s scpe r respnsibility. Escalate any issues relating t invalid business r external data t Yu fr reslutin. Yur Obligatins:Mnitr Yur netwrk and netwrk cnnectins t ensure sufficient bandwidth and perfrmance. Cnduct all required sftware acceptance and perfrmance tests, and accept and apprve all sftware changes, prir t the prductin rll ut f any change, in accrdance with any agreed n release management prcess, fr any change resulting frm: An incident remedy r fix, r Any service pack update r upgrade. Assist Oracle with SR analysis, data cllectin, and reslutin. Crrect Yur business data t achieve clsure f an issue r prblem. Prvide Yur authrizatins and/r validatins fr data crrectin and/r adjustments t the supprted envirnments. Help Desk Scpe: Help Desk Services are thse services related t the assistance prvided by Oracle t supprt all relevant aspects f this Oracle Clud Service. Oracle will: Prvide incident management and prblem management services fr events related t the Template. Prvide Help Desk Services remtely. Prvide primary Help Desk Services frm 08:00 t 17:00 Yur lcal time n Oracle wrking days. Oracle Utilities Glbal Business Unit Clud Service Descriptins 14

15 Respnd t severity 1 incidents 24 hurs per day, 365 days per year. Yur Obligatins: Ntify Oracle f any incidents detected by Yu. Actin each SR in accrdance with the Service Request Prcess prvided in the Oracle Clud Hsting and Delivery Plicies. Establish the methd f cmmunicatin between Yur incident management team and the Oracle team fr each incident in accrdance with the Help Desk plan. Redirect any SRs t the crrect (nn- Oracle) supprt team if the SR is nt within the scpe f these Oracle Clud Services. Apply cnfiguratin changes that are within Yur scpe recmmended by Oracle t prevent recurring incidents. At Oracle s request, prvide apprval thrugh the envirnment change management prcess fr the installatin f fixes t prevent recurring incidents. Initiate dcumented escalatin prcesses when the urgency f the incident has increased due t Yur business requirements. Prvide the apprpriate resurces and apprvals fr the reslutin f incidents. Authrize refreshes f the test and develpment envirnments as reasnably requested by Oracle where such refreshes are nt part f the Oracle Clud Services. Prvide Oracle with access t the user wh reprted the prblem. Prvide all infrmatin as reasnably requested by Oracle and participate in diagnstics. Prvide a test case and access t an envirnment where the SR incident is reprducible. Prvide Oracle, as necessary, with access t ther supprt teams supprting Yur envirnment. Perfrm all functinal, regressin, perfrmance, system integratin, acceptance and/r user acceptance testing as apprpriate fr the incident and prblem reslutins and wrkarunds as prvided as part f this Oracle Clud Service. Acknwledge that the supplied break-fix reslves the incident r prblem and accept the SR clsure. Prvide Yur internal apprvals t Oracle befre the migratin f any change recmmended by Oracle int Yur Prductin Envirnment. When an incident r prblem is determined by Oracle t be unrelated t this service descriptin r t be caused by data prblems arising frm data cnversin r by Yur errr in using the Oracle Clud Services, yu shall pay fr Oracle s time spent investigating and, if relevant, crrecting the prblem at Oracle s prevailing time and materials rates and reimburse Oracle fr all reasnable ut f pcket expenses. Aut Renewal: Yur rder fr this Oracle Clud Service is subject t Aut Renewal under the terms f Yur agreement and Yur rder. Oracle Clud Plicies: Yur rder fr this Oracle Clud Service is subject t the Oracle Clud Hsting and Delivery Plicies and the Oracle Industry Clud Services Pillar Dcument, which may be viewed at Oracle Utilities Glbal Business Unit Clud Service Descriptins 15

16 Oracle Utilities Meter Slutin Clud Service - Additinal Data Strage Per Terabyte Part #: B86091 Oracle Utilities Meter Slutin Clud Service Additinal Data Strage enables Yu t purchase ne (1) additinal terabyte f database strage fr Yur Prductin Envirnment beynd what is prvided with the Oracle Utilities Meter Slutin Clud Service. Any additinal database strage purchased fr the Oracle Utilities Meter Slutin Clud Service Prductin Envirnment will als be added t each Test Envirnment prvisined as part f the Oracle Utilities Meter Slutin Clud Service r any Oracle Utilities Meter Slutin Clud Service - Additinal Test Envirnment instances. Yu may make multiple purchases f Oracle Utilities Meter Slutin Clud Service Additinal Data Strage fr the Oracle Utilities Meter Slutin Clud Service. If Yu make mre than tw purchases in a calendar year, additinal fees related t the setup f such additinal strage will apply. Yu are respnsible fr planning and ensuring that Yu have sufficient database strage t meet Yur peratinal requirements. Yur purchase f Oracle Utilities Meter Slutin Clud Service - Additinal Data Strage applies fr the duratin f the Service Perid f the Oracle Utilities Meter Slutin Clud Service under Yur rder. Oracle Clud Plicies: Yur rder fr this Oracle Clud Service is subject t the Oracle Clud Hsting and Delivery Plicies and the Oracle Industry Clud Services Pillar Dcument, which may be viewed at Oracle Utilities Meter Slutin Clud Service - Additinal Develpment Envirnment Part #: B86763 The Oracle Utilities Meter Slutin Clud Service Additinal Develpment Envirnment is designed fr nnprductin activities such as develpment, training and testing, but nt fr prductin peratins r stress/perfrmance testing. The maintenance r upgrade schedule fr any Additinal Develpment Envirnments is the same as the schedule fr the Prductin Envirnment f the pre-requisite Oracle Utilities Meter Slutin Clud Service. All Additinal Develpment Envirnments are subject t the fllwing cntracting restrictins: A minimum cntract perid f twelve (12) mnths A maximum cntract perid equal t the end date f the Service Perid specified in the Oracle Clud Ordering Dcument fr the pre-requisite Oracle Utilities Meter Slutin Clud Service A maximum ttal f ten (10) develpment envirnments, including any develpment envirnment(s) riginally prvisined as part f the pre-requisite Oracle Utilities Meter Slutin Clud Service T use this Oracle Utilities Meter Slutin Clud Service Additinal Develpment Envirnment, Yu are required t first purchase and maintain the Oracle Utilities Meter Slutin Clud Service, subject t the restrictins listed directly abve. If the Oracle Utilities Meter Slutin Clud Service lapses r therwise ends, the Oracle Utilities Meter Slutin Clud Service Additinal Develpment Envirnment will als autmatically end. Oracle Utilities Glbal Business Unit Clud Service Descriptins 16

17 All Additinal Oracle Utilities Meter Slutin Clud Service Additinal Develpment Envirnments purchased will be equivalent t the develpment envirnment(s) included as part f the pre-requisite Oracle Utilities Meter Slutin Clud Service. Usage Limits: Oracle Utilities Meter Slutin Clud Service - Additinal Develpment Envirnments are subject t usage limits based n the fllwing pints: The number f Utilities Device Data Channels per Mnth specified in the Oracle Clud Ordering Dcument fr the pre-requisite Oracle Utilities Meter Slutin Clud Service The strage limits specified in the Oracle Clud Ordering Dcument and/r Service Descriptin fr the pre-requisite Oracle Utilities Meter Slutin Clud Service Oracle Clud Plicies: Yur rder fr this Oracle Clud Service is subject t the Oracle Clud Hsting and Delivery Plicies and the Oracle Industry Clud Services Pillar Dcument, which may be viewed at Oracle Utilities Meter Slutin Clud Service - Additinal Database Strage fr Develpment Envirnments Per Terabyte Part #: B86765 Oracle Utilities Meter Slutin Clud Service Additinal Database Strage fr Develpment Envirnments enables users f Oracle Utilities Meter Slutin Clud Service t purchase an additinal 1 (ne) terabyte f database strage fr a specified develpment envirnment ver and abve the database strage prvided as part f Oracle Utilities Meter Slutin Clud Service r any Oracle Utilities Meter Slutin Clud Service - Additinal Develpment Envirnment instances. Yu may purchase multiple instances f the Oracle Utilities Meter Slutin Clud Service Additinal Database Strage fr Develpment Envirnments, hwever mre than tw purchases per calendar year may incur additinal setup fees. Yu are respnsible fr planning and ensuring that yu have sufficient database strage t meet yur develpment requirements. Yu are als respnsible fr defining the develpment envirnment(s) t which the Oracle Utilities Meter Slutin Clud Service - Additinal Database Strage fr Develpment Envirnments shuld be prvisined. Any Oracle Utilities Meter Slutin Clud Service Additinal Database Strage fr Develpment Envirnments purchased applies fr the duratin f the Service Perid under the Ordering Dcument f the Oracle Utilities Meter Slutin Clud Service Develpment Envirnment t which it is prvisined. Oracle Clud Plicies: Yur rder fr this Oracle Clud Service is subject t the Oracle Clud Hsting and Delivery Plicies and the Oracle Industry Clud Services Pillar Dcument, which may be viewed at Oracle Utilities Glbal Business Unit Clud Service Descriptins 17

18 Oracle Utilities Meter Slutin Clud Service - Additinal Test Envirnment Part #: B86764 The Oracle Utilities Meter Slutin Clud Service Additinal Test Envirnment clud service is designed fr nnprductin activities such as testing. The maintenance r upgrade schedule fr any Additinal Test Envirnments is the same as the schedule fr the Prductin Envirnment f the pre-requisite Oracle Utilities Meter Slutin Clud Service. All Additinal Test Envirnments are subject t the fllwing cntracting restrictins: A minimum cntract perid f twelve (12) mnths A maximum cntract perid equal t the end date f the Service Perid specified in the Oracle Clud Ordering Dcument fr the pre-requisite Oracle Utilities Meter Slutin Clud Service A maximum ttal f three (3) test envirnments (including the test envirnment(s) prvisined as part f the pre-requisite Oracle Utilities Meter Slutin Clud Service) T use this Oracle Utilities Meter Slutin Clud Service Additinal Test Envirnment, Yu are required t first purchase and maintain the Oracle Utilities Meter Slutin Clud Service, subject t the restrictins listed directly abve. If the Oracle Utilities Meter Slutin Clud Service lapses r therwise ends, the Oracle Utilities Meter Slutin Clud Service Additinal Test Envirnment will als autmatically end. All Additinal Oracle Utilities Meter Slutin Clud Service Additinal Test Envirnments purchased will be equivalent t the test envirnment(s) included as part f the pre-requisite Oracle Utilities Meter Slutin Clud Service. Additinal database strage cannt be purchased separately fr Additinal Test Envirnments, hwever any additinal database strage purchased fr the pre-requisite Oracle Utilities Meter Slutin Clud Service Prductin Envirnment will als be added t each test envirnment prvisined as part f the pre-requisite Oracle Utilities Meter Slutin Clud Service r any Oracle Utilities Meter Slutin Clud Service - Additinal Test Envirnment instances. Usage Limits: Oracle Utilities Meter Slutin Clud Service - Additinal Test Envirnments are subject t usage limits based n the fllwing pints: The number f Utilities Device Data Channels per Mnth specified in the Oracle Clud Ordering Dcument fr the pre-requisite Oracle Utilities Meter Slutin Clud Service The strage limits specified in the Oracle Clud Ordering Dcument and/r Service Descriptin fr the pre-requisite Oracle Utilities Meter Slutin Clud Service Oracle Clud Plicies: Yur rder fr this Oracle Clud Service is subject t the Oracle Clud Hsting and Delivery Plicies and the Oracle Industry Clud Services Pillar Dcument, which may be viewed at Oracle Utilities Glbal Business Unit Clud Service Descriptins 18

19 Oracle Utilities Wrk and Asset Clud Service Service Descriptins Oracle Utilities Wrk and Asset Clud Service Per Hsted Named User Part #: B88870 Users f the Oracle Utilities Wrk and Asset Clud Service are authrized t access the fllwing mdules and features: Usage Limits: Oracle Utilities Wrk and Asset Management Enterprise Editin Oracle Utilities Wrk and Asset Management Purchasing Oracle Utilities Wrk and Asset Management Cnnectr fr Gespatial Infrmatin Systems The Oracle Utilities Wrk and Asset Clud Service is subject t usage limits based n the fllwing pints: A maximum number f Hsted Named Users per Mnth as defined in Yur rder. Oracle will prvisin three Envirnments fr this Oracle Clud Service: ne Prductin Envirnment, and tw Nn-Prductin Envirnments (test and develpment). Nn-Prductin Envirnments may be refreshed, at Yur request, n mre than nce in any three-mnth perid, prvided the Nn-Prductin Envirnment database and file strage are equal t r greater in size than the Prductin Envirnment database and file strage. Additinal data strage fr Prductin and Nn-Prductin Envirnments may be purchased subject t additinal fees The fllwing strage limits apply t bth the Oracle Utilities Wrk and Asset Management specific cmpnent f the Oracle Wrk and Asset Clud Service per the applicable Envirnment: Hsted Named Users Envirnment Type Ttal Database Strage Ttal File Strage 1 Bandwidth Prductin 50 GB 50 GB 50 t 100 Test 50 GB 50 GB 101 t t 750 Develpment 50 GB 50 GB Prductin 50 GB 50 GB Test 50 GB 50 GB Develpment 50 GB 50 GB Prductin 150 GB 100 GB Test 150 GB 100 GB Develpment 50 GB 50 GB N/A 751 t 2,000 Prductin 300 GB 200 GB Oracle Utilities Glbal Business Unit Clud Service Descriptins 19

20 Test 300 GB 200 GB Develpment 100 GB 50 GB 1 Refers t file strage accessible t users f the Oracle Clud Service Service Level Targets: Fr purpses f Disaster Recvery and Service Availability Level as described in the Oracle Clud Hsting and Delivery Plicies referenced belw, this Oracle Clud Service has the fllwing Service Level Targets fr the Prductin Envirnment: Clud Service Recvery Time Objective (RTO) Recvery Pint Objective (RPO) Target System Availability Oracle Utilities Wrk and Asset Clud Service 12 hurs 1 hur 99.5% The Service Level Targets d nt apply t the Nn-Prductin Envirnment(s). The Target System Availability des nt apply in the event f a declared disaster. The Recvery Time and Recvery Pint Objectives d nt apply t custmizatins r third party sftware. Yur Secure Data Transfer Obligatins: Yu will wrk with Oracle t establish and maintain the necessary private circuit, VPN r IP whitelisting slutin, and t facilitate secure traffic between the Oracle servers and Yur netwrk. Yu will prvide passwrds t yur n premise Oracle Utilities surce applicatin as well as exchange public keys fr initiating the SSH tunnel int the clud envirnment. This will be dne during an implementatin call setup between Oracle and a respnsible pint f cntact within Yur rganizatin. Yu, and nt Oracle, are respnsible and liable fr impacts t the availability and perfrmance f this Oracle Clud Service due t system cnnectivity r external applicatin prblems assciated with data lads initiated by Yu r Yur Users r with any utbund integratins. Yu, and nt Oracle, are respnsible fr the installatin, cnfiguratin r mnitring f any n premise r hsted systems wned r perated by Yu. Yur Data Related Obligatins: Fr any initial data lad r data migratin, Yu will prvide Oracle with data, in frmats requested by Oracle, during the initial phases f the deplyment f this Oracle Clud Service. Yu, and nt Oracle, are respnsible fr the crrect frmatting f any data prvided t Oracle as part f any initial r nging data lad. Yu will appint a pint f cntact within Yur rganizatin authrized t wrk with Oracle t reslve incidents related t any data lading, imprt, exprt r interface prcess. Yu will prvide all necessary data (e.g., test data, cnfiguratin data, samples f daily files fr all Interfaces, histrical data, etc.) t supprt Yur use f this Oracle Clud Service, in frmat(s) requested by Oracle. If data quality issues are identified with any data received in this Oracle Clud Service, then Yu, and nt Oracle, are respnsible fr prviding crrected, validated, frmatted and cleansed data frm Yur surce applicatin(s). Oracle Utilities Glbal Business Unit Clud Service Descriptins 20

21 As reasnably requested by Oracle, Yu will prvide Oracle, n a timely basis, with cmplete and accurate infrmatin and respnses t questins as needed t supprt the perfrmance f the Oracle Clud Service. Yu, and nt Oracle, are respnsible fr dwnlading any data Yu require t a strage lcatin lcal t Yur rganizatin when Oracle peridically remves data stred n the file strage server based n the data retentin perids applicable t the Oracle Clud Service. Yu are respnsible fr purchasing any additinal strage required fr Yur use f the Oracle Clud Service. Oracle will nt autmatically allcate additinal strage. Aut Renewal: Yur rder fr this Oracle Clud Service is subject t Aut Renewal under the terms f the Agreement. Oracle Clud Plicies: Yur rder fr this Oracle Clud Service is subject t the Oracle Clud Hsting and Delivery Plicies and the Oracle Industry Clud Services Pillar Dcument which may be viewed at Oracle Utilities Glbal Business Unit Clud Service Descriptins 21

22 Oracle Utilities Operatinal Device Clud Service Service Descriptins Oracle Utilities Operatinal Device Clud Service Per 100 Utilities Assets per Mnth Part #: B88871 Users f the Oracle Utilities Operatinal Device Clud Service are authrized t access the fllwing mdules and features: Oracle Utilities Operatinal Device Management Usage Limits: The Oracle Utilities Operatinal Device Clud Service is subject t usage limits based n the fllwing pints: A maximum number f 100 Utilities Assets per Mnth as defined in Yur rder. Oracle will prvisin three Envirnments fr this Oracle Clud Service: ne Prductin Envirnment, and tw Nn-Prductin Envirnments (test and develpment). Nn-Prductin t Envirnments may be refreshed, at Yur request, n mre than nce in any threemnth perid, prvided the Nn-Prductin Envirnment database and file strage are equal t r greater in size than the Prductin Envirnment database and file strage. Additinal data strage fr Prductin and Nn-Prductin Envirnments may be purchased subject t additinal fees The fllwing strage limits apply t the Oracle Utilities Operatinal Device Management specific cmpnents f the Oracle Utilities Operatinal Device Clud Service per the applicable Envirnment: 100 Utilities Assets Envirnment Type Ttal Database Strage Ttal File Strage 1 Bandwidth Prductin 50 GB 50 GB 1,000 t 3,000 Test 50 GB 50 GB Develpment 50 GB 50 GB Prductin 50 GB 50 GB 3,001 t 7,500 Test 50 GB 50 GB Develpment 50 GB 50 GB N/A Prductin 150 GB 100 GB 7,501 t 15,000 Test 150 GB 100 GB Develpment 50 GB 50 GB 15,000 t 50,000 2 Prductin 300 GB 200 GB Test 300 GB 200 GB Oracle Utilities Glbal Business Unit Clud Service Descriptins 22

23 Develpment 100 GB 50 GB 1 Refers t file strage accessible t users f the Oracle Clud Service 2 Additinal strage may be required Service Level Targets: Fr purpses f Disaster Recvery and System Availability Level as described in the Oracle Clud Plicies referenced belw, this Oracle Clud Service has the fllwing Service Level Targets fr the Prductin Envirnment: Clud Service Recvery Time Objective (RTO) Recvery Pint Objective (RPO) Target System Availability Oracle Utilities Operatinal Device Clud Service 12 hurs 1 hur 99.5% The Service Level Targets d nt apply t the Nn-Prductin Envirnment(s). The Target System Availability des nt apply in the event f a declared disaster. The Recvery Time and Recvery Pint Objectives d nt apply t custmizatins r third party sftware. Yur Secure Data Transfer Obligatins: Yu will wrk with Oracle t establish and maintain the necessary private circuit, VPN r IP whitelisting slutin, and t facilitate secure traffic between the Oracle servers and Yur netwrk. Yu will prvide passwrds t yur n premise Oracle Utilities surce applicatin as well as exchange public keys fr initiating the SSH tunnel int the clud envirnment. This will be dne during an implementatin call setup between Oracle and a respnsible pint f cntact within Yur rganizatin. Yu, and nt Oracle, are respnsible and liable fr impacts t the availability and perfrmance f this Oracle Clud Service due t system cnnectivity r external applicatin prblems assciated with data lads initiated by Yu r Yur Users r with any utbund integratins. Yu, and nt Oracle, are respnsible fr the installatin, cnfiguratin r mnitring f any n premise r hsted systems wned r perated by Yu. Yur Data Related Obligatins: Fr any initial data lad r data migratin, Yu will prvide Oracle with data, in frmats requested by Oracle, during the initial phases f the deplyment f this Oracle Clud Service. Yu, and nt Oracle, are respnsible fr the crrect frmatting f any data prvided t Oracle as part f any initial r nging data lad. Yu will appint a pint f cntact within Yur rganizatin authrized t wrk with Oracle t reslve incidents related t any data lading, imprt, exprt r interface prcess. Yu will prvide all necessary data (e.g., test data, cnfiguratin data, samples f daily files fr all Interfaces, histrical data, etc.) t supprt Yur use f this Oracle Clud Service, in frmat(s) requested by Oracle. If data quality issues are identified with any data received in this Oracle Clud Service, then Yu, and nt Oracle, are respnsible fr prviding crrected, validated, frmatted and cleansed data frm Yur surce applicatin(s). Oracle Utilities Glbal Business Unit Clud Service Descriptins 23

24 As reasnably requested by Oracle, Yu will prvide Oracle, n a timely basis, with cmplete and accurate infrmatin and respnses t questins as needed t supprt the perfrmance f the Oracle Clud Service. Yu, and nt Oracle, are respnsible fr dwnlading any data Yu require t a strage lcatin lcal t Yur rganizatin when Oracle peridically remves data stred n the file strage server based n the data retentin perids applicable t the Oracle Clud Service. Yu are respnsible fr purchasing any additinal strage required fr Yur use f the Oracle Clud Service. Oracle will nt autmatically allcate additinal strage. Aut Renewal: Yur rder fr this Oracle Clud Service is subject t Aut Renewal under the terms f the Agreement. Oracle Clud Plicies: Yur rder fr this Oracle Clud Service is subject t the Oracle Clud Hsting and Delivery Plicies and the Oracle Industry Clud Services Pillar Dcument which may be viewed at Oracle Utilities Glbal Business Unit Clud Service Descriptins 24

25 Oracle Utilities Custmer Clud Service Service Descriptins Oracle Utilities Custmer Clud Service Per Utilities Custmer Billable Services per Mnth Part #: B89070 Users f the Oracle Utilities Custmer Clud Service are authrized t access the fllwing mdules with restrictins fr specific mdules: Oracle Utilities Custmer t Meter Oracle Utilities Custmer Care and Billing Oracle Utilities Meter Data Management Oracle Utilities Service Order Management Use f the fllwing features in Oracle Utilities Meter Data Management and Oracle Utilities Service Order Management is restricted t managing traditinal scalar billing meter devices and unmetered item devices, unmetered item device prcesses, and supprting traditinal scalar billing 6 and unmetered item billing prcesses: Device Management and Device Installatin Initial Measurement Data and Usage Management Fr managing manual and drive-by reading requests and meter readings / reader remarks Data validatin, editing and estimatin (VEE) and creating usage transactins and billing determinants Cmmunicatin activities such as: Service investigative rders Requesting field wrk (including appintments) and managing field wrk cmpletin details t and frm mbile wrkfrce management systems Requesting field wrk (including appintments) and managing field wrk cmpletin details t and frm mbile wrkfrce management systems that are nt directly related t any types f devices (e.g., tree trimming requests, etc.) Dashbard Ttals and Trend 6 Scalar billing refers t readings r quantities that are typically upladed and validated at the same frequency as the creatin f bills related t thse meter devices. Where granularity f usage is mnthly r lnger, these are als treated as scalar billing, irrespective f bill frequency. Scalar billing des nt include register reads r interval data cming frm interval/smart devices. Examples f scalar billing include: Scalar meter data upladed and validated mnthly and billed mnthly. Scalar meter data upladed and validated mnthly and billed quarterly. Examples f billing nt included with this subscriptin include but nt limited t: Meter data that is upladed and validated daily but billed mnthly. MV-90 meters read mnthly. Interval data r register reads frm smart meters. Interval data r register reads frm interval meters. Oracle Utilities Glbal Business Unit Clud Service Descriptins 25