High-Level Roles and Responsibilities
This section outlines high-level roles and responsibilities involved in the deployment, configuration, and maintenance of Oracle Utilities cloud services, and the party responsible for each. The Owner column in the tables below indicates the party responsible for each role and responsibility.
Hardware, Storage, Technology, and Application Software
 
Role and Responsibility
Owner
Provide, deploy and monitor hardware and storage
Oracle
Provide, deploy, run and monitor all required technology (e.g containers, operating systems, databases, clustering, monitoring, tracing)
Oracle
Provide, deploy, run and monitor all Oracle Utilities base application software
Oracle
Security
 
Role and Responsibility
Owner
Monitor cloud service infrastructure security
Oracle
Administer Oracle network security
Oracle
Administer customer network security, including integrating with the Oracle networks
Customer
Configure & maintain cloud service users and access
Customer
Integrate with Oracle networks
Customer
Database
 
Role and Responsibility
Owner
Database administration services (monitoring, administration, etc)
Oracle
Backup and Restore
Oracle
Backup retention
Oracle
Data replication for Disaster Recovery (where applicable)
Oracle
Disaster Recovery database fail-over
Oracle
Refresh of TEST DB from PROD (upon request and within prescribed limits)
Oracle
Information Lifecycle Management
Customer
Implementation, Configuration, and Extensions
 
Role and Responsibility
Owner
Plan and execute implementation project
Customer
Perform configuration of enterprise software features and functions
Customer
Execute functional, system, load and performance testing of configuration and extensions
Customer
Ensure operational readiness
Customer
Patching and Upgrading
 
Role and Responsibility
Owner
Patch and upgrade underlying infrastructure software
Oracle
Patch and upgrade Oracle Utilities base application software
Oracle
Decide the cloud service upgrade schedule (within prescribed limits)
Customer
Trigger environment upgrades (Development, Test and Production)
Customer
Perform regression testing of configuration and extensions after patching / upgrades
Customer
Make changes as needed in custom configuration and extensions after patching / upgrades
Customer
Batch Processing
 
Role and Responsibility
Owner
Monitor underlying batch infrastructure
Oracle
Provide infrastructure logs for batch incidents
Oracle
Resolve infrastructure batch issues
Oracle
Determine batch schedule
Customer
Monitor batch stream/job completion
Customer
Perform first level investigation of batch issues
Customer
Provide customer logs of batch incidents
Customer
Resolve functional batch issues and stream/job restart
Customer
Resolve data issues
Customer
Cloud Service Delivery and Performance
Role and Responsibility
Owner
Provide scalable and elastic cloud services
Oracle
Provide core services and tools, including:
• Embedded infrastructure and platform services
• An extensible application framework
• Highly configurable product features and functions
• Configuration Migration Assistant
• Data Migration Tools
• Generalized/Specialized Data Extract
Oracle
Ensure quality of maintenance packs and updates
Oracle
Resolve performance issues related to core services and tools
Oracle
Configure features, and implement extensions
Customer
Perform functional and performance testing of configuration and extensions
Customer
Perform analysis of performance issues
Customer
Resolve performance issues related to configuration, extensions and data
Customer
Subscribe to any additional resources required
Customer
Support
 
Role and Responsibility
Owner
Triage, analyze, and resolve issues with the cloud service
Oracle
Triage, analyze, and resolve issues with configuration and extensions
Customer
Raise Service Requests via My Oracle Support and provide all requested information
Customer
Data Migration
 
Role and Responsibility
Owner
Provide data migration tools (SQL Loader, validation batch controls and so on)
Oracle
Provide guidelines on data migration via online documentation
Oracle
Triage, analyze, and resolve issues with the data migration tools via My Oracle Support
Oracle
Define, review and execute data migration strategy in-line with the provided data migration tools
Customer
Review and follow documentation on data migration
Customer
Validate the Cloud Subscription Metrics with data migration scope metrics
Customer
Configuration and development work required for data migration
Customer
Data cleansing
Customer
Plan and execute data migration mock runs (Oracle suggests a minimum of three) to confirm successful testing results and ensure a clean data migration process.
Customer
Triage, analyze, and resolve data migration issues
Customer
Plan, review and execute cut-over activities
Customer
Create and execute plug-in driven batch programs to correct data errors during critical project milestones and after go-live, if needed
Customer
Integration
 
Role and Responsibility
Owner
Provide productized integrations (where explicitly agreed)
Oracle
Integrate Oracle Utilities cloud services with all other services or applications
Customer