Roles and Responsibilities
The Oracle Alloy operator owns the direct relationship with end customers, including contracts, onboarding, pricing, billing, support engagement, and service presentation. Oracle contracts with the Oracle Alloy operator rather than with the end customer. End customers can still maintain separate Oracle licensing relationships for supported bring-your-own-license scenarios.
Oracle provides the cloud platform, operational tooling, training, and Tier 2 and Tier 3 support to the operator. The operator provides Tier 1 support, manages end-customer communications, and remains accountable for the end-to-end customer experience.
When the operator also serves as the internet transit provider, the operator is responsible for peering, route advertisement, firewall and ACL implementation, and customer-side redundancy that prevents a single point of failure.
The platform does not support multitier partner-to-partner commercial routes to market. Referral arrangements are handled outside the platform and do not change the requirement that the Oracle Alloy operator retains commercial control and Tier 1 support responsibility.
The following responsibility matrix summarizes operational ownership across the major Oracle Alloy domains. Ownership identifies the primary party responsible for execution. Shared activities require coordinated execution across the listed parties.
| Activity | Oracle | Alloy Partner |
|---|---|---|
| View prebuilt reports about cloud service consumption across end-customer tenancies in the region. | No | Yes |
| Develop custom reports by using data available in the realm data warehouse. | No | Yes |
| Create and distribute console announcements and email notifications to end customers in an Oracle Alloy region. | Yes | Yes |
| View the summary of announcements sent to the realm, whether generated by Oracle or by the realm operator. | Yes | Yes |
| Provide baseline compliance reports every 6 months for CSA STAR, ISO 27001, ISO 27017, ISO 27018, SOC 1, SOC 2, and SOC 3. | Yes | Yes |
| Manage private accreditations required for end-customer workloads or local regulatory obligations. | No | Yes |
| Manage security monitoring and incident response for the Oracle Alloy realm. | Yes | No |
| Communicate during security incidents through the agreed communication channels. | Yes | Yes |
| Provide Tier 1 support to end customers. | No | Yes |
| Train the Oracle Alloy partner to handle customer support requests. | Yes | No |
| Provide partner support, including escalations of end-customer requests. | Yes | No |
| Define the end-customer support structure and pricing, subject to contract terms. | No | Yes |
| Provide forecasts for end-customer and partner capacity demand. | No | Yes |
| Use the Capacity Management Dashboard to review compute and storage consumption for specified tenancies over time. | Yes | Yes |
| Review capacity forecasts, data center space, and power on a regular cadence. | Yes | Yes |
| Execute installed capacity changes through infrastructure addition, subtraction, or substitution. | Yes | No |
| Execute space and power expansions needed for incremental capacity. | No | Yes |
| Select the key management service model for realm tenancies, such as bring-your-own-key in OCI Vault or external KMS integrations. | No | Yes |
| Manage keys by using the external KMS when that model is adopted. | No | Yes |
| Connect the key management system through FastConnect when required for external KMS deployments. | No | Yes |
| Manage the external key management system. | No | Yes |
| Create end-customer tenancies and configure usage limits within the realm. | No | Yes |
| Manage individual end-customer spending limits. | No | Yes |
| Manage service-specific resource limits for individual resources, such as Exadata. | No | Yes |
| Manage resource limit overrides and service behavior limits. | Yes | No |
| Administer end-customer accounts, including resetting tenancy administrator passwords. | No | Yes |
| Perform cloud service maintenance within the Oracle Alloy realm, including updates and patches. | Yes | No |
| Provide visibility into planned change delivery windows. This activity does not apply to emergency changes. | Yes | No |
| Plan disruptive change windows. This activity does not apply to emergency changes. | No | Yes |
| Communicate with end customers and collect workload-specific change freeze requirements. | No | Yes |
| Initiate and schedule temporary change freezes to support end-customer workload demands, subject to required advance notice. | No | Yes |
| Access end-customer tenancies, including data stored or processed on OCI services. | No | No |
| Access Oracle Alloy operating software. | Yes | No |
| Manage physical access to the Oracle Alloy environment. | No | Yes |
| Access Oracle Alloy hardware physically. | Yes | No |
| Brand the Operator Console. | No | Yes |
| Brand the End Customer Console. | No | Yes |
| Brand notifications and documentation that are shared with end customers. | No | Yes |
| Provide the default rate card for an Oracle Alloy realm. | Yes | No |
| Set the default rate card for end customers. | No | Yes |
| Set pricing rules, including promotions, for individual end customers. | No | Yes |
| Create nonbillable subscriptions for internal or promotional use. | No | Yes |
| Own the costs generated by nonbillable cloud service usage in the Oracle Alloy realm. | No | Yes |
| Manage promotional account requests and approval workflows for end customers. | No | Yes |
| View and track customer order activation status. | No | Yes |
| View consumption for individual customers based on partner cost and end-customer cost. | No | Yes |
| Define policies for account suspension, reinstatement, and termination. These actions are manual. | No | Yes |
| Reset end-customer tenancy administrator credentials. | No | Yes |
| Define billing terms and conditions for Oracle Alloy subscriptions, including currency, billing frequency, and payment delinquency handling. | No | Yes |
| Set up the Operator Access tenancy used to manage the Oracle Alloy realm locally. | Yes | No |
| Set up OCI operator authentication and authorization, including fine-grained permissions, periodic access review, multifactor authentication, and access from the Oracle corporate network. | Yes | No |
| Review and approve OCI operator access to the Oracle Alloy realm. | No | Yes |
| Provide operator identity provider information when federation is required. | No | Yes |
| Onboard as a FastConnect Partner to provision virtual circuits between end-customer tenancies in Oracle Alloy and colocated partner-managed infrastructure and virtual networks. | No | Yes |
| Operate the network circuits after procurement. | No | Yes |
| Manage physical networking connectivity to the region, including the backbone, internet, out-of-band management, and FastConnect Partner connections. | Yes | No |
| Provide data center facilities that meet Oracle requirements for physical space. | No | Yes |
| Meet Oracle requirements for physical barriers, access management, and control procedures that prevent unauthorized access. | No | Yes |
| Meet Oracle requirements for temperature and humidity controls, power, onsite generators, emergency lighting, and network redundancy. | No | Yes |
| Provide 24x7 on-call incident technical response for the data center environment. | No | Yes |
| Procure the network circuits for Oracle Alloy in accordance with the data center facilities build requirements. | No | Yes |
| Provide Oracle Cloud hardware, servers, and supporting infrastructure. | Yes | No |
| Perform hardware maintenance and upgrades required to maintain performance specifications. | Yes | No |