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 (for example Cloud Guard, enable Multi-factor Authentication, review users, logs, and so on), including integrating with the Oracle networks | Customer |
| Configure & maintain cloud service users and access | Customer |
| Integrate with Oracle networks | Customer |
| Pro-actively monitor and maintain unexpired, secured, and valid TLS / SSL Certificates on customer-specific DNS entries requested for outbound traffic from the Oracle Cloud Infrastructure (OCI) network. | 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 a target environment from an existing environment, such as from PROD to TEST (upon customer request and within prescribed limits) | Customer and Oracle |
| Information Lifecycle Management | Customer |
| Information Lifecycle Management - Add future month partitions (ONLY) | Oracle |
| Provide a daily off-peak time window during which Oracle can perform required database maintenance activities, and during which the customer will minimize the usage of the cloud service so as to avoid any performance-related issues during the defined time window. | Customer |
| Extract, analyze, and provide (as requested) Performance Hub reports from environments. | 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:
|
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, including the use of Performance Hub reports | 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). Note: Productized integrations require customer-specific configuration and (optionally) extension. |
Oracle |
| Integrate Oracle Utilities cloud services with all other services or applications | Customer |
GoldenGate Replication for Enterprise SaaS
| Role and Responsibility | Owner |
|---|---|
| Deploy source components into the customer designated source environment | Oracle |
| Support the source components of the replication extract services as part of Enterprise SaaS | Oracle |
| Subscribe to all required SaaS and technology pre-requisites | Customer |
| Deploy, configure and operate target components | Customer |
| Ensure technical specialists are available on the project during initial implementation and ongoing live operate | Customer |
| Performance test and size the target components | Customer |
| Support the target components | Customer |
| Maintain the target data, indexes, etc. | Customer |