ORACLE START-UP PACK SERVICES EXHIBIT

Transcription

1 ORACLE START-UP PACK SERVICES EXHIBIT This exhibit incorporates by reference the terms of your ordering document for Exadata Database Machine, Oracle Exalytics In-Memory Machine and/or SuperCluster Start Up Pack Services. 1. Description of Services If your ordering document contains Start-Up Pack services for the Exadata Database Machine(s), Oracle Exalytics In-Memory Machine and/or SuperCluster, Oracle will perform the following services: A. Start-Up Advisory Services 1. Start-Up Advisory Services Exadata Database Machine(s) and/or SuperCluster If your ordering document contains Start-Up Pack services for Exadata Database Machine(s) and/or SuperCluster, Oracle will provide one (1) resource for up to fifteen (15) person days over a consecutive three (3) week period, to assist you with Start-Up Advisory services, which include but are not limited to the following: a. Review possible migration paths from your existing systems and environments to an Oracle Exadata or Oracle SuperCluster environment; b. Review your existing operational business practices and assess them against a proposed Oracle Exadata or Oracle SuperCluster implementation; c. Provide security, maximum availability architecture (MAA), and consolidation guidance for proposed Oracle Exadata or Oracle SuperCluster implementation; d. Recommend approaches to a proposed Oracle Exadata or Oracle SuperCluster implementation; and e. Provide recommendations to facilitate readiness of your existing systems and environments for a proposed Oracle Exadata or Oracle SuperCluster implementation. Start-Up Advisory Services will cover (1) Business Function. Business Function means the same configuration and patch set, therefore one Start-Up Advisory service can cover multiple racks with the same Business Function. Start-Up Advisory services shall commence upon the earlier of (i) the date on which you and Oracle mutually agree that such services shall commence or (ii) six (6) months from the effective date of the ordering document. 2. Start-Up Advisory Services for Oracle Exalytics In-Memory Machine(s) If your ordering document contains Start-Up Pack services for Oracle Exalytics In-Memory Machine(s), Oracle will provide one (1) resource for up to ten (10) person days to assist you with Start-up Advisory services, which may include but are not limited to the following: a. Map business requirements to Oracle Exalytics core features; b. Plan Oracle Business Intelligence and/or Enterprise Performance Management application deployment and configuration; c. Provide Oracle Business Intelligence and/or Enterprise Performance Management application migration and structured performance testing strategies; Advanced Customer Support Start-Up Packs v Page 1 of 15

2 d. Provide Oracle Exalytics implementation industry recommended practices and new feature overview; and e. Provide Oracle Exalytics architecture, migration, and operational readiness recommendations. Start-Up Advisory services shall commence upon the earlier of (i) the date on which you and Oracle mutually agree that such services shall commence or (ii) six (6) months from the effective date of the ordering document. Start-up Advisory services for the Exalytics In-Memory Machine(s) identified in this section are performed once per Exalytics box. B. Installation Services 1. If your order is for Exadata Database Machine and/or SuperCluster, Oracle will perform one (1) time per rack the following installation services. If your order is for Exalytics In-Memory Machine, Oracle will perform one (1) time per unit the following installation services: a. Site and installation planning; b. Installation and configuration of hardware and operating system software; c. Power-on hardware; d. Bring-up operating system on hardware; e. Installation verification; f. Verification of firmware levels; g. Physical connection to your network: and h. Build diagrams and Bill of Materials. Unless otherwise agreed between the parties, installation services shall commence within 15 days from the conclusion of the Start-up Advisory services. C. Configuration Services 1. Configuration Services Exadata Database Machine If your order is for the Exadata Database Machine, Oracle will perform one (1) time per rack the following configuration services: a. Review the build diagram and Bill of Materials provided to you at the end of installation services activity. b. Configure Exadata Storage Servers: Setup database connectivity; Configure shared storage; Configure logins and network addresses; Create a cell, cell disks and grid disks; Set up configuration files for a database server host; Install Oracle Database including Automated Storage Management (ASM), Cluster Ready Services (CRS) and Real Application Clusters (RAC) and Oracle Virtual Machine (OVM); Install any required database patches as listed in the Critical Issue My Oracle Support document; Create ASM disk group for Oracle Exadata Storage Server Software; Create Oracle default database consisting of up to (2) RAC clusters and up to four (4) OVM; and Configure the following optional items, if required; i. Enable Write Back Flash Cache (WBFC) on your database servers ii. Enable Oracle ASM Cluster File Systems (ACFS) on your storage servers iii. Configure Link Aggregation Control Protocol (LACP) provides active - active bonding for one network (client or backup) Advanced Customer Support Start-Up Packs v Page 2 of 15

3 iv. Configure Virtual Local Area Network (VLAN) tagging for one client and one backup network Configure the Exadata Oracle Enterprise Manager (OEM) agent from your currently installed OEM. c. Perform post-installation tasks: Perform post installation verification; and Provide final summary report. Unless otherwise agreed between the parties, configuration services shall commence within ten (10) days from the conclusion of the Installation services. 2. Configuration Services SuperCluster If your order is for the SuperCluster, Oracle will perform one (1) time per rack the following configuration services: a. Review the build diagram and Bill of Materials provided to you at the end of installation services activity. b. Configure SuperCluster compute nodes as follows: Configure network (Ethernet <client access network, backup network and/or management network>, and, InfiniBand); Configure either link aggregation or virtual lan (VLAN) tagging on Ethernet network(s); Partition InfiniBand switch; Configure logical domains (i.e., combination of dedicated database/application/root domains), IO domains and Solaris instances per SuperCluster models as follows: i. SuperCluster T5-8: up to eight (8) logical domains, up to four (4) IO domains and eight (8) instances of Solaris; ii. SuperCluster M7: up to eight (8) logical domains per compute node with a maximum of sixteen (16) logical domains, up to eight (8) IO domains, and up to a maximum of sixteen (16) instances of Solaris per interconnected SuperCluster M7 system; or iii. SuperCluster M6-32: up to four (4) logical domains per physical domain with a maximum of sixteen (16) logical domains, up to four (4) IO domains, and up to four (4) instances of Solaris per physical domain per SuperCluster M6-32 rack. c. Configure the ZFS Storage Appliance. d. Establish and validate the physical connection to your network. e. Configure Exadata Storage Servers: Setup database connectivity; Configure shared storage; Configure logins and network addresses; Create a cell, cell disks and grid disks; Set up configuration files for a database server host; Install Oracle Database including Automated Storage Management (ASM), Cluster Ready Services (CRS) and Real Application Clusters (RAC); Configure up to four (4) Real Application Clusters (RAC), with two (2) nodes per cluster using one of the following: i. Dedicated domains, global zones only, on a flat client VLAN; or ii. Global and non-global zones, up to four (4) non-global zones in dedicated database domains deployment on flat client VLAN; or iii. Non-Global zones, up to eight (8) non-global zones in dedicated database domains deployment on a flat client VLAN; or Advanced Customer Support Start-Up Packs v Page 3 of 15

4 iv. IO database domains on flat client VLAN. Install any required database patches, as listed in the Critical Issue My Oracle Support document; Create ASM disk group for Oracle Exadata Storage Server Software; and Create Oracle default database consisting of one (1) RAC instance. f. Configure Oracle Configuration Manager (OCM); g. Configure SuperCluster M7 and SuperCluster T5-8: Configure SuperCluster Backup Tool (osc-config-backup) with your integrated ZFS Storage Appliance. Configure the SuperCluster Oracle Enterprise Manager (OEM) agent from your current installed Oracle Enterprise Manager. h. Post-installation tasks: Perform post installation verification; and Provide final summary report. Unless otherwise agreed between the parties, configuration services shall commence within ten (10) days from the conclusion of the installation services. 3. Oracle Exalytics In-Memory Machine Configuration Services If your order contains configuration services for Exalytics In-Memory Machine, Oracle will perform (1) time per machine the following services: a. Configure the Exalytics Server(s): Install and configure Oracle VM Manager on a customer supplied VM or machine other than Exalytics; Re-image system to Oracle VM; Configure Oracle VM; Create up to two Oracle VM on your Exalytics server; Configure one (1) network connection for each Oracle VM guest and one (1) network configuration for each Oracle VM Server (OVS); Configure users and login accounts; Configure network (Ethernet, InfiniBand (IB 1 )); Setup connectivity to an existing database outside the Exalytics system; Run Repository Creation Utility (RCU) to create required Oracle Business Intelligence (BI) schemas against the database; Configure internal Exalytics storage; Configure server by turning off sub-capacity features as required; and Install and configure up to two (2) instances of the standard Exalytics software components listed below. You may select any combination of the following: i. Oracle Business Intelligence Enterprise Edition (OBIEE) which includes the following components: a. Business Intelligence Enterprise Edition; b. Business Intelligence Publisher; c. Real Time Decisions (optional); and d. Embedded Essbase Suite (optional). e. Oracle Times Ten In-Memory Database which includes the following components: 1. TimesTen Client; Advanced Customer Support Start-Up Packs v Page 4 of 15

5 ii. iii. iv. 2. TimesTen Server; and 3. Data Manager. Oracle Business Intelligence Enterprise Edition (OBIEE) which includes the following components: a. Business Intelligence Enterprise Edition; b. Business Intelligence Publisher; c. Real Time Decisions (optional); d. Embedded Essbase Suite (optional). e. Oracle Database 12c which includes the following components: 1. Oracle Database 12c single instance server; and 2. Oracle Database 12c In-memory option. Oracle Endeca which includes the following components: (Note: not available for Exalytics T- series): a. Endeca Server; b. Endeca Studio; c. Endeca Provision; and d. Endeca Integration Server (ETL). e. For the avoidance of doubt, the following services are excluded from the Endeca services which may be purchased separately: 1. Endeca client tools; 2. Integrator client; 3. Text Enrichment; and 4. Sentiment Analysis. Oracle Essbase with optional Enterprise Performance Management (EPM) Foundation Services. a. The scope of EPM services may vary based upon the version of the EPM software. Additional information applicable to your version of EPM is available at b. You may select any combination of the following EPM components for configuration: 1. Shared Services; 2. Calculation Manager; 3. EPM Workspace; 4. Essbase; 5. Administration Services; 6. Provider Services; 7. Essbase Studio; and 8. Financial Reporting; and 9. Oracle Hyperion Planning c. For the avoidance of doubt, the following services are excluded from the EPM services and may be purchased separately: 1. EPM Architect; 2. Essbase Integration Services; 3. Interactive Reporting; 4. SQR Production Reporting; 5. Web Analysis; Advanced Customer Support Start-Up Packs v Page 5 of 15

6 6. Financial Management; 7. Performance Scorecard; 8. Strategic Finance; 9. Profitability & Cost Management; 10. Financial Close Management; 11. Disclosure Management; 12. Data Relationship Management; 13. FDM; and 14. FDMEE. b. Post-Installation Tasks: Perform post installation verification; and Provide final summary report. 1 IB configuration of Exalytics to any Oracle engineered system in an OVM environment is outside the scope of service described in this exhibit. Unless otherwise agreed between the parties, all configuration services shall commence within ten (10) days from the conclusion of the installation services Oracle Exalytics In-Memory Machine Configuration Services: Virtualization If your order contains virtualization configuration services for Oracle Exalytics In-Memory Machine, Oracle will perform one (1) time per machine the following services: a. Configure the Exalytics Server(s): Install and configure Oracle VM (OVM) Manager on your virtual machine or any other non-exalytics machine; Re-image system to OVM; Configure OVM; i. Create up to two (2) Oracle Virtual Machines (OVM) on your Exalytics X-series system or ii. Create up to two (2) Logical Domains (LDOM) and up to two (2) empty Solaris Zones on each LDOM; no additional software will be installed or configured on your Exalytics T-series system; and Configure user and login accounts. NOTE: Additional instances of OVM guests or Zones may be purchased as described in Section F.3. below Oracle Exalytics In-Memory Machine Configuration Services: Clustering If your order contains clustering configuration services for Oracle Exalytics In-Memory Machine, Oracle will perform one (1) time per machine the following services: a. Configure the Exalytics Server(s): Configure one (1) or both of the following: i. OBIEE, TimesTen and Essbase for clustering; and/or ii. OBIEE WebLogic Administration Server for high availability. Check cluster connectivity by verifying the following: Advanced Customer Support Start-Up Packs v Page 6 of 15

7 i. OBIEE scalability settings; ii. OBIEE failover settings; and iii. Persistent store configuration (move), on an existing shared storage Oracle Exalytics In-Memory Machine Configuration Services: Additional Software If your order contains Additional Software configuration services for Oracle Exalytics In- Memory Machine, Oracle will perform one (1) time per machine the following services: a. Configure the Exalytics Server(s) for Additional Software: Standard software installation and configuration of one (1) of the following Exalytics software components: i. OBIEE and Oracle Times Ten In-Memory Database; or ii. OBIEE and Oracle Database 12c In-Memory option; or iii. Oracle Essbase with optional Enterprise Performance Management (EPM) Foundation Services; or iv. Oracle Endeca; or v. Web Analysis; or vi. Interactive Reporting; or vii. EPMA Architect; or viii. Two (2) empty Solaris Zones on Exalytics T-series, or Two (2) empty OVM Guests on Exalytics X-series; no additional software will be installed will be installed on your Exalytics system. or ix. OEM Agent (one (1) instance per machine or one (1) agent per OVM guest); no OEM discovery of the system will be carried out or x. Clustering per node for OBIEE, TimesTen and Essbase; or xi. Clustering per node for OBIEE, with standalone Oracle Database 12c In-Memory option and Essbase; or xii. Clustering per node for OBIEE WebLogic Administration Server (high availability). For the avoidance of doubt, all other EPM products, to include the following are excluded from the services and may be purchased separately: i. Data Relationship Management; ii. Disclosure Management; iii. Financial Close Management; iv. Strategic Finance; v. Performance Scorecard; and vi. Financial Management. D. Production Support Readiness 1. Production Support Readiness Exadata Database Machine If your order is for the Exadata Database Machine, Production Support Readiness services will begin upon conclusion of Exadata Database Machine configuration services identified in your ordering document. Production Support Readiness services will cover one (1) Business Function. Business Function means the same configuration and patch set, therefore one Production Support Readiness can cover multiple racks with the same Business Function. This service will be delivered over one business quarter (i.e. approximately ninety (90) calendar days). As necessary, Oracle will schedule a meeting(s) with your contact(s) to review the recommendations Advanced Customer Support Start-Up Packs v Page 7 of 15

8 contained in the applicable report of findings. The reviews may be performed remotely and a report of findings will be provided for each requested review. You will be responsible for evaluating and implementing Oracle s findings and recommendations. a. Design & Configuration Review -- Based on the recommendations provided during the Start-Up Advisory service, Oracle will provide an advanced design and configuration review report for the Oracle Database 11g R2, containing additional recommendations for your specific database or middleware design and configuration. You are responsible for providing Oracle with any additional information not included in the Start-up Advisory service documentation necessary for the performance of services, including, but not limited to: file listings, scripts, setup files, sample data, access to data sources, etc. b. Migration Review -- Oracle will review your data or software migration plan based on Start-up Advisory input and assess its supportability. You may choose either or both: Data Migration Planning Review -- Oracle will review your data migration plan based on the Start-up Advisory input and assess its supportability. Oracle will provide you with a Data Migration Planning review that contains additional findings and recommendations for data migration strategies. Application Migration Planning Review -- Oracle will review your application software migration plan based on the Start-up Advisory input and assess its supportability. Oracle will provide you with an Application Migration Planning review report that contains additional findings and recommendations for application migration strategies. c. Backup and Restore Review -- Oracle will examine your backup and recovery plan, planned integration of RMAN or other Oracle tools, and capability of those plans to meet your defined requirements for backup and recovery including your backup windows and recovery response. Additional areas to be examined may include your hardware, software and operational procedures related to backup and recovery of the machine(s), excluding disaster recovery review or third party backup systems. d. Test Plan Review -- Oracle will examine your test plan and assess its ability to meet your defined business requirements including your test plans for: Data Application Migration integrity; Capacity; Load Balancing; and Failover (if applicable). e. Operational Readiness Review -- Oracle will review your Start-up Advisory plans and work with your customer contact(s) to gather data related to your hardware, Oracle programs and operational procedures to assess your current deployment configuration and processes for potential availability, integrity, or performance issues. Data will be collected from a combination of Oracle supplied scripts, customer documentation, questionnaires and interviews with your customer contact(s). The major areas of data collection are: Defined availability targets; Change control process; Patch management process; Backup and recovery procedures; Advanced Customer Support Start-Up Packs v Page 8 of 15

9 Clustering and failover procedures; and Key business processes associated with the system(s). f. Production Deployment Review Oracle will perform a review to measure the readiness of your machines to go to production. Such review is intended to highlight possible performance issues, concerns and recommendations for machine processes and procedures. To support such review, your key business owners and project members will be responsible for completing a questionnaire intended to gather the following information: Project background: i. Your project success measures: ii. Business function application is performing; iii. Vendor involvement and touch points (e.g. service partners or service integrator relationships); and iv. Contact map (internal & external) Information related to the environment in which the database or fusion middleware is, or will be operating, including: Oracle and third party products interacting with the database or fusion middleware; and Support infrastructure capabilities. g. Service Delivery Management An Oracle Technical Account Manager ( TAM ) will be assigned to you as the designated point of contact for scheduling and coordinating the reviews described above as well as coordinating regular interactions with your CIM from Oracle Premier Support. At Oracle s discretion, Oracle may temporarily substitute or permanently replace the SDM assigned to you; however, Oracle will use reasonable efforts to minimize any such substitution or removal of your TAM. Unless otherwise agreed between the parties, Production Support Readiness services shall commence within forty (40) days from the conclusion of the configuration services. 2. Production Support Readiness SuperCluster If your order is for SuperCluster, Production Support Readiness services will begin upon conclusion of SuperCluster Configuration service identified in your ordering document. Production Support Readiness service will cover one (1) Business Function. Business Function means the same configuration and patch set, therefore one Production Support Readiness can cover multiple racks with the same Business Function. This service will be delivered over one business quarter (i.e., approximately ninety (90) calendar days). Production Support Readiness service for SuperCluster includes up to five (5) of the reviews identified directly below. As necessary, Oracle will schedule a meeting(s) with your customer contact(s) to review the recommendations contained in the applicable report of findings. The reviews may be performed remotely and a report of findings will be provided for each requested review. You will be responsible for evaluating and implementing Oracle s findings and recommendations. a. Design & Configuration Review of Exadata -- Based on the recommendations provided during the Start-up Advisory service, Oracle will provide an advanced design and configuration review report for the Oracle Database 11g R2 software, containing additional recommendations for your specific database design and configuration. You are responsible for providing Oracle with any additional information not included in the Start-up Advisory service documentation necessary for the performance of services, including, but not limited to: file listings, scripts, setup files, sample data, access to data sources, etc. Advanced Customer Support Start-Up Packs v Page 9 of 15

10 b. Data Migration Planning Review -- Oracle will review your data migration plan based on the Start-up Advisory input and assess its supportability. Oracle will provide you with a Data Migration Planning review report that contains additional findings and recommendations for data migration strategies. c. Application Migration Planning Review -- Oracle will review your application software migration plan based on the Start-up Advisory input and assess its supportability. Oracle will provide you with an Application Migration Planning review report that contains additional findings and recommendations for application migration strategies. d. Backup and Restore Review -- Oracle will examine your backup and recovery plan, planned integration of RMAN or other Oracle tools, and capability of those plans to meet your defined requirements for backup and recovery including your backup windows and recovery response. Additional areas to be examined may include your hardware, software and operational procedures related to backup and recovery of the machine(s) but this does not include Disaster Recovery review or third party backup systems. Oracle will provide you with a Backup and Restore report containing Oracle s findings and recommendations. e. Test Plan Review -- Oracle will examine your test plan and assess its ability to meet your defined business requirements including your test plans for: Data Application Migration integrity; Capacity; Load Balancing; and Failover (if applicable). f. Operational Readiness Review -- Oracle will review your Start-up Advisory plans and work with your customer contact(s) to gather data related to your hardware, Oracle programs and operational procedures to assess your current deployment configuration and processes for potential availability, integrity, or performance issues. The data will be collected from a combination of Oracle supplied scripts, customer documentation, questionnaires and interviews with your customer contact(s). The major areas of data collection are: Defined availability targets; Change control process; Patch management process; Backup and recovery procedures; Clustering and failover procedures; and Key business processes associated with the system(s). g. Production Deployment Review -- Oracle will perform a review to measure the readiness of your SuperCluster to go into production. Such review is intended to highlight possible performance issues, concerns and recommendations for machine processes and procedures. To support such review, your key business owners and project members will be responsible for completing a questionnaire intended to gather the following information: Project background: i. Your project success measures: ii. Business function application is performing; Advanced Customer Support Start-Up Packs v Page 10 of 15

11 iii. Vendor involvement and touch points (e.g. service partners or service integrator relationships); and iv. Contact map (internal & external) Information related to the environment in which the database or fusion middleware is, or will be operating including: Oracle and third party products interacting with the database or fusion middleware; and support infrastructure capabilities. h. Service Delivery Management An Oracle Technical Account Manager ( TAM ) will be assigned to you as the designated point of contact for scheduling and coordinating the reviews described above as well as coordinating regular interactions with your CIM from Oracle Premier Support. At Oracle s discretion, Oracle may temporarily substitute or permanently replace the TAM assigned to you; however, Oracle will use reasonable efforts to minimize any such substitution or removal of your TAM. Unless otherwise agreed between the parties, Production Support Readiness services shall commence within forty (40) days from the conclusion of the Configuration services. E. Quarterly Patch Deployment Service. This service will begin upon conclusion of your Exadata Database Machine, or SuperCluster configuration service. This service includes up to four (4) Oracle Databases (per Eighth Rack, Quarter Rack or Half Rack Exadata; or Half Rack SuperCluster); or up to eight (8) databases (per Full Rack Exadata or Full Rack SuperCluster). Each database must be of the same configuration and patch level. Oracle will perform the Orientation & Training, Customer Portal set up and Connectivity Setup services at the beginning of the Quarterly Patch Deployment services. Oracle will provide quarterly deployment of the proactive unified Oracle Exadata or SuperCluster patch set every quarter or approximately every three (3) months for one (1) year. You are responsible for all reactive (non-bundled) patch deployments. 1. Customer Orientation and Training - Oracle will provide one (1) training and orientation session for your designated customer contacts remotely or at the location specified in your order. The agenda for the orientation includes: a. Overview of the ongoing Quarterly Patch Deployment service and deliverables; b. Ongoing Quarterly Patch Deployment responsibilities; c. Initial schedule for the ordered services; d. Objectives and plans to execute the ordered services; e. Joint contact information (if different from customer or Production Support Readiness contacts); f. Usage of Oracle s web-based support delivery system(s); g. Service requests; h. Oracle product lifecycle; i. Patch management and change control recommendations; j. Electronic access and remote connectivity guidelines (if applicable), and k. Questions and answer session. 2. Customer Portal Oracle will provide you with a customer-specific web portal to track the status of services and may consist of one or more of the following items: a. Orientation session materials; b. Contact information; c. Escalation procedures; d. Meeting minutes; Advanced Customer Support Start-Up Packs v Page 11 of 15

12 e. Start-up Advisory and Production Support Readiness output and reports from service reviews, and f. Useful links (e.g., Technical Support Policies). Oracle will provide you with a password to access to your web portal; such access is subject to the Terms of Use posted on Oracle s web-based support delivery system(s). A copy of the Terms of Use is available upon request. 3. Connectivity Setup For remote Patch Deployment customers only, Oracle will assist you to establish continuous network connection between you and Oracle via the Oracle Continuous Connection Network ( OCCN ) which is secure network from which Oracle can access your systems to deploy the patch bundle. Oracle will provide the requirements for the OCCN implementation and provide you with a VPN device. You are responsible for installing such VPN device on your Internet network. If you experience difficulty installing the VPN device or establishing a VPN connection, Oracle will assist you with identifying and resolving the issue. Alternately, you may also choose not to use a VPN connection and choose to have Oracle connect and execute the necessary patching commands via Oracle Web Conference. 4. Support Activity Reviews Once per month during the term, Oracle will conduct a remote review, via telephone, with one of your customer contact(s) all reactive patch deployment activity, including service request activity in connection with those patches logged by your customer contact(s). The review will consist of status reports, outstanding actions to complete, and an assessment of your reactive patch plans. You will be responsible for evaluating and implementing Oracle s recommendations for all reactive patches. You will be responsible for approving proactive patch bundles recommended prior to quarterly patch deployments. 5. Initial 90 Day Patch Assessment Oracle will perform a one-time high level assessment of your system s patch profile to identify known patch issues. Such information will be used to generate a standardized report of findings, based on Oracle s recommended practices. The assessment may cover the following topics: a. Review of your patch inventory to identify one-off patches that may have been applied; b. Review of recommended patches to identify possible conflicts; and c. Recommendations for working with Premier Support to arrange merge patches. Such initial Patch Assessment may also include recommendations from other reviews performed as part of the Production Support Readiness services identified in this exhibit. Oracle will provide you with a Patch Assessment report that contains findings and recommendations for your first Quarterly Patch Deployment. You will be responsible for reviewing the recommended patch set for the first Quarterly Patch deployment. Oracle will provide you with this Initial Patch Assessment report and a recommended patch set that contains findings and recommendations for your first Quarterly Patch Deployment. You will be responsible for approving the recommended patch set for the first deployment and patch deployment approach. 6. Patch Deployment Once per quarter, Oracle will assist you with patching the Oracle Exadata Database Machine or SuperCluster including: a. The InfiniBand HCA firmware, b. Oracle Enterprise Linux or Oracle Solaris, and Advanced Customer Support Start-Up Packs v Page 12 of 15

13 c. The Oracle software installed and configured on your servers and storage during the standard Start-Up Pack configuration. You are responsible for all reactive patch deployments between quarterly deployments. As determine by you, Oracle will perform patch installation activities and/or provide installation assistance using one (1) of the approaches listed below. a. Oracle will install patches installations while your machine is online, including a use of a verification utility which identifies the complexity and nature of the patch. Simple patches will be applied on each server, storage server or storage array. Complex patches will be applied one server at a time in rolling fashion. b. Oracle will perform patch installations by applying the patch while servers, storage servers or storage arrays are shutdown down. After the patch has been applied, the machine will be rebooted; the servers and storage servers or storage arrays will be brought back up. c. Oracle will assist you to perform the installation of the patches that Oracle provides to you, and Oracle will provide you with detailed patch installations instructions. Unless otherwise agreed between the parties, Quarterly Patch Deployment services shall commence within forty (40) days from the conclusion of the configuration services. 2. Your Obligations and Project Assumptions. You acknowledge that your timely provision of and access to office accommodations, facilities, equipment, assistance, cooperation, complete and accurate information and data from your officers, agents, and employees, and suitably configured computer products (collectively, cooperation ) are essential to the performance of any services as set forth in this exhibit. Oracle will not be responsible for any deficiency in performing services if such deficiency results from your failure to provide full cooperation. You acknowledge that Oracle s ability to perform the services depends upon your fulfillment of the following obligations and the following project assumptions: A. Your Obligations. I. General Obligations 1. Maintain the properly configured hardware/operating system platform to support the services. 2. Obtain licenses under separate contract for any necessary Oracle software and hardware programs before the commencement of services. 3. Maintain annual technical support for the Oracle software and hardware with access to software patches and updates made available by Oracle under separate contract throughout the term of the services. 4. Purchase, at a minimum, Oracle Exalytics In-Memory Machine Configuration Services, if your order contains Oracle Exalytics In-Memory Machine Configuration Services: Virtualization; Oracle Exalytics In-Memory Machine Configuration Services: Clustering; and/or Oracle Exalytics In-Memory Machine Configuration Services: Additional Software. 5. Provide Oracle with full access to the relevant functional, technical and business resources with adequate skills and knowledge to support the performance of services. 6. Provide any notices and obtain any consents required for Oracle to perform services under this Exhibit. 7. Provide Oracle access to any production environments or shared development environments to the extent necessary for Oracle to perform services. Advanced Customer Support Start-Up Packs v Page 13 of 15

14 8. As required by U.S. Department of Labor regulations (20 CFR ), if services are to be performed in the US, allow Oracle to post a Notice regarding Oracle H-1B employee(s) at the work site prior to the employee's arrival on site. 9. Provide complete and accurate information to Oracle regarding the systems, including, without limitation, the serial numbers for the systems. 10. Prior to the commencement of services, provide Oracle with a single point of contact who will be available to Oracle, for the duration of the services, to coordinate services at your location. 11. Prior to the commencement of services, perform back-up or archival reproductions of all software and data contained on all hardware system(s), and within any of your systems or equipment that may be affected by the services. 12. Prior to the commencement of services, inform Oracle of any storage, server, system, application, equipment or environment modifications that may affect Oracle s performance of the services. 13. Provide configuration options, prior to the commencement of the service in your order. Updates to your configuration options are limited to two (2) updates during the term of the service. 14. Ensure the physical environment where the services are to be performed is appropriately modified (e.g., disabling fire alarms and suspending use of oxygen depletion systems) for the duration of the services so as to allow Oracle to safely perform the services. 15. Prior to commencement of services, provide to Oracle your existing operational business practices; and 16. Upon the commencement of services, provide Oracle with information regarding the configuration and integration of your existing systems and environments. 17. Upon the commencement of any configuration services included in this exhibit and for four (4) consecutive business days thereafter, you will make available to Oracle, access to all affected racks for a minimum of eight (8) hours per day, between the hours of 8:00 am through 8:00 pm local time. 18. Restrict Oracle's access to any content or information that imposes privacy, security or regulatory obligations greater than those specified in this exhibit. B. Project Assumptions 1. A person day is defined as one (1) person working up to eight (8) hours. 2. The scope of, and fees for, services under this exhibit are for services performed at the building(s) at the location(s) specified in your order. Requests to perform services for additional locations shall be addressed in accordance with Oracle s change control process. 3. Services will be scheduled to commence on a mutually agreeable date and time at the location where the services are to be performed. 4. Various types of cables such as fiber, serial, SCSI, Ethernet, InfiniBand may be used, at Oracle s sole discretion, while installing the systems. 5. Oracle will not connect any electrical power supplies, or perform any other electrical work that, in Oracle s sole opinion, should be performed by a licensed electrician. You acknowledge that if Oracle s cost of providing services is increased because of your failure to meet the obligations listed in this exhibit, failure to provide cooperation, or because of any other circumstance outside of Oracle s control, then you agree to pay Oracle for such increased costs. Such increased costs may include time during which Oracle resources are under-utilized because of delays. 3. Fees and Expenses. You agree to pay Oracle the fees for services as identified in your order. All services and payments are noncancelable and nonrefundable. Advanced Customer Support Start-Up Packs v Page 14 of 15

15 Expenses related to the providing of the services are in addition to the fees for services identified in your order. Such expenses will be invoiced monthly as they are incurred and are due within 30 days of the invoice date. Advanced Customer Support Start-Up Packs v Page 15 of 15