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CEMLI Management Services

Schedule to the On Demand Services Ordering Document
Version 1.3, 4/1/2011


This is the CEMLI Management Services Schedule to the Statement of Work to the On Demand Services
Ordering Document. This Schedule describes the services provided by Oracle as part of the CEMLI
Management Services.
The services described herein are provided under the terms of the Ordering Document. Capitalized terms
not otherwise defined herein shall have the meaning ascribed to them in the Definitions Schedule.
This Schedule addresses the following topics:

Section 1: Services Scope................................................................................................................. 2
1.1 Overview ..................................................................................................................................... 2
1.2 Scope ......................................................................................................................................... 2
1.3 Exclusions................................................................................................................................... 3
Section 2: CEMLI Management Services .......................................................................................... 3
2.1 CEMLI Production Environment Support ...................................................................................... 3
2.2 CEMLI Maintenance .................................................................................................................... 4
2.3 Proactive CEMLI Support ............................................................................................................ 4
2.4 CEMLI Development ................................................................................................................... 5
2.5 Information Sharing ..................................................................................................................... 5
Section 3: CEMLI Testing .................................................................................................................. 6














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Section 1: Services Scope
1.1 Overview
CEMLI Management Services (the services or CEMLI Management Services) are designed to
preserve the functionality of configurations, extensions, modifications, localizations, and
integrations (CEMLIs) when Changes or one-off patches are applied to the Oracle Programs
(defined in Section 1.2 below) in Customers On Demand Environment.
The services consist of the following CEMLI-related services:
CEMLI Production Environment support
CEMLI maintenance
Proactive support for application of one-off patches
A one-off patch is an application patch that contains a single fix for a specific bug.

The services under this Schedule are available only for the CEMLIs and programs for which
Customer has purchased CEMLI Management Services as indicated in the CEMLI Management
section of the Ordering Document and that reside in Customers Environment (Oracle Programs).
The services are not available for any other programs, software and/or environments.
1.2 Scope
Applicable CEMLIs
The services will be provided for the CEMLIs for which Customer has purchased CEMLI
Management Services, as indicated in the CEMLI Management section of the Ordering
Document, once each such CEMLI meets the following criteria (the Applicable CEMLIs):
Oracle approved the CEMLIs as part of the Production Assessment.
Customer has confirmed that the CEMLIs are working with the current Release of the
Oracle Programs.
The CEMLIs have been working in Customers Production Environment for at least 30
days.
CEMLI Defects and Enhancement Requests
In accordance with Section 2.2, Oracle will seek to resolve CEMLI defects that arise from
issues with Applicable CEMLIs caused by the application of one-off patches and configuration
Changes.
In accordance with Section 2.4, Customer may submit enhancement requests to Oracle for the
purpose of conforming CEMLIs to Customers documented business rules.
The total number of CEMLI defects and enhancement requests shall not exceed the number
for which Customer has purchased CEMLI Management Services as indicated in the CEMLI
Management section of the Ordering Document.
General Terms
CEMLI Management Services are delivered in English for the Oracle Programs only.
All CEMLI Management Services documentation, such as reports, will be in English.
CEMLI Management Services are separate from:
CEMLI migration
CEMLI upgrades
The services performed by Oracle under this Schedule do not include project planning,
development, transition, migration, implementation, configuration services, or any
customization or Upgrades of the Oracle Programs. Customer must obtain such services


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under separate agreement with Oracle or with its Implementer, and all such services must
be performed in accordance with Oracle specifications.
1.3 Exclusions
The CEMLI Management Services do not include any service that is not specified in this
Schedule, such as:
Analysis of the impact of a Major Upgrade on CEMLIs
Analysis of the impact of a patch bundle on CEMLIs
A patch bundle is a set of more than one application patches. Examples of a patch
bundle are a mini-pack, a family patchset, a maintenance pack, and a critical patch
collection.
Any effort to remediate, fix, or repair CEMLIs affected by a Major Upgrade
Any effort to remediate, fix, or repair CEMLIs affected by the application of a patch bundle
Development work required to implement an enhancement request that is estimated to
take more than 40 hours
Any services with respect to Third Party Software
Coordination with Third Party Vendors to fix issues related to any Third Party Software
Any database, network or operating system administration and/or configuration work
Any Customer-requested training (may be provided at additional cost)
Services for CEMLIs for any other Oracle programs, software and/or environments
Section 2: CEMLI Management Services
CEMLI Management Services are designed to restore functionality of CEMLIs unintentionally broken or
changed by the application of Maintenance Code Releases, Minor Releases, or configuration Changes by
addressing (a) CEMLI defects arising from the application of such Changes, and (b) Minor CEMLI
Enhancement Requests that require less than 40 hours of effort per Minor CEMLI Enhancement Request.
2.1 CEMLI Production Environment Support
In the event that the functionality of a CEMLI in the Production Environment is modified or
unintentionally broken as the result of deployment of a configuration Change or a one-off patch,
Oracle and Customer shall perform the tasks listed in this Section 2.1.
Oracle will:
Analyze the Service Request (SR) submitted by Customer regarding the affected
CEMLI(s).
Troubleshoot and seek to resolve the issue regarding such CEMLI.
Designate a point of contact that will facilitate the logging and monitoring of CEMLI-
related SRs.
Document and present to Customer a process plan for CEMLI-related issues and
SRs.
Track the status of CEMLI-related SRs through to resolution.
Customer will:
Submit a SR detailing the impact on the CEMLI.


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2.2 CEMLI Maintenance
Oracle will:
Work with Customer to transition CEMLI maintenance activities to Oracles CEMLI
Management team for support.
Seek to resolve CEMLI defects with Applicable CEMLIs, for issues caused by the
application of one-off patches, and configuration changes to Customers Environment.
Track and document corrective activities performed by Oracle for the CEMLIs, as
identified through the triage and analysis process described in Section 2.1 of this
Schedule.
Provide Change Management for CEMLIs.
Promote CEMLIs from Customers Production Support Environment to Customers
Production Environment.
Customer will:
Upon Oracles request, assist Oracle with the transition of on-going CEMLI
maintenance activities from Customer to Oracles CEMLI Management team.
Perform User Acceptance Testing for all CEMLIs for which Oracle has performed
break-fix or Change Management activities.
2.3 Proactive CEMLI Support
Oracle will provide the following services in an effort to proactively support CEMLIs in connection
with one-off patches. Oracle will develop applicable CEMLI Changes in Customers Development
Environment or the Production Support Environment.
Oracle will:
Seek to identify the impact that one-off patches may have on the functionality of
CEMLIs (a patch impact analysis).
The total number of patch impact analyses provided by Oracle shall not exceed
the number for which Customer has purchased CEMLI Management Services as
indicated in the CEMLI Management section of the Ordering Document.
For each one-off patch, estimate the effort required to update CEMLIs that are
expected to be impacted by the patch.
Plan changes to CEMLIs that are expected to be impacted.
Coordinate CEMLI update activities within Oracle and with Customer.
Endeavor to update affected CEMLIs to work with new one-off patches.
Following the application of a new one-off patch, complete a technical validation of
the CEMLIs and related CEMLI bug fixes.
After the application of a new one-off patch, conduct performance tuning of CEMLIs.
Perform break-fix services related to CEMLIs, where the change or break in
functionality was caused by the implementation of a one-off patch.
Customer will:
Identify the impact one-off patches may have on CEMLIs.
Work with Oracle to assess the impact of one-off patches on CEMLIs.
Coordinate CEMLI update activities with Oracle.
Upon Oracles request, assist with CEMLI related break-fix activities.
Perform User Acceptance Testing for all CEMLIs for which Oracle has performed
break-fix or Change Management activities.


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2.4 CEMLI Development
Customer may submit enhancement requests to Oracle for the purpose of conforming CEMLIs to
Customers documented business rules (Minor CEMLI Enhancement Requests). Oracle will
perform activities to modify existing CEMLIs, or at its discretion, develop new CEMLIs, to meet
Customers documented business rules associated with the Minor CEMLI Enhancement Request,
provided that: (i) each such single enhancement request is estimated by Oracle not to require, or
does not actually require, more than 40 hours of work to complete, and (ii) the total number of such
Customer enhancement requests does not exceed the number indicated in the CEMLI
Management section of the Ordering Document. Customer acknowledges that in connection with
the modification of existing CEMLIs or development of new CEMLIs, Oracle will make reasonable
efforts to conform the performance of CEMLI code to Customers documented business rules, but
that such conformance to Customers business rules may or may not be achieved.
Oracle will:
Perform activities to modify existing CEMLIs.
Develop new CEMLIs for the Oracle Programs.
Estimate the duration of CEMLI development work.
Conduct performance tuning when performing CEMLI development.
Make reasonable efforts to improve the performance of CEMLI code (performance
improvement is not guaranteed).
Customer will:
Submit enhancement requests via Service Requests.
Provide Oracle with Customers documented business rules, and work with Oracle to
clarify and/or adjust such rules as needed to function within the Environment.
Perform User Acceptance Testing for all CEMLIs for which Oracle modified existing
CEMLIs, or developed new CEMLIs, to meet Customers documented business rules.
2.5 Information Sharing
Oracle will:
Organize and conduct remote knowledge sharing sessions with Customer in an effort
to understand the following:
Customers current business processes
CEMLIs that are currently implemented in Customers Environment
The quality of the development and the functionality of the CEMLIs currently
implemented in Customers Environment
Whether the CEMLIs currently implemented in Customers Environment comply
with Oracle On Demand standards
Review the following documentation provided by Customer:
Customers business process documentation
Customers CEMLI functional/technical design document (Oracle AIM documents
MD050, MD070 or equivalent).
The total number of CEMLI design documents reviewed by Oracle shall not
exceed the number for which Customer has purchased CEMLI Management
services as indicated in the CEMLI Management section of the Ordering
Document.
Customers CEMLI Installation document (Oracle AIM documents MD120 or
equivalent)
Customers unit test plan documents (Oracle AIM documents TE020 or
equivalent)
Customers CEMLI acceptance criteria


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Discuss business process configurations required within the Oracle Programs.
Create a repository of all documents provided by Customer.
Participate in technical discussions with Customer.
Customer will:
Provide Oracle a point of contact responsible for interaction with, and providing
information to, Oracle regarding CEMLI Management Services.
Participate in remote knowledge sharing sessions with Oracle.
Provide Oracle with complete copies of the following documents:
CEMLI business requirements
Customers business processes
Customers CEMLI functional/technical design document (Oracle AIM documents
MD050, MD070 or equivalent)
Customers CEMLI Installation document (Oracle AIM document MD120 or
equivalent)
Customers unit test plan documents (Oracle AIM documents TE020 or
equivalent)
Customers CEMLI acceptance criteria
Customers test results
Make all CEMLI source code available to Oracle.
Participate in technical discussions with Oracle.
Participate in meetings with Oracle to discuss business process configurations
required within the Oracle Programs.
Section 3: CEMLI Testing
Customer will:
Upon completion of any of the following, perform User Acceptance Testing (UAT):
The application of one-off patches and configuration Changes
CEMLI development activities
Break-fix and/or CEMLI remediations
Report to Oracle any errors found during UAT.
Upon completion of successful UAT, acknowledge, in writing, that the CEMLIs are
working properly.
Such acknowledgment must be provided before the Changes are applied to the
Production Environment.