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 in support of Digital Self Service - Transactions. The Owner column in the tables below indicates the party responsible for each role and responsibility.

In this section:

Hardware, Storage, Technology, and Application Software

Component	Role and Responsibility	Owner
Digital Self Service - Transactions Cloud Service	Provide, deploy, run, and monitor all required technology such as containers, operating systems, databases, clustering, monitoring, and tracing	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Provide, deploy, run, and monitor all Oracle Utilities Digital Self Service - Transactions application components	Oracle Utilities
Customer Care and Billing or Customer to Meter	Provide, deploy, and monitor hardware, storage, containers, operating system, databases, clustering, monitoring, tracing, and application components	Utility

Security

Component	Role and Responsibility	Owner
Digital Self Service - Transactions Cloud Service	Monitor Cloud Service infrastructure security	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Administer Oracle network security	Oracle Utilities
Customer Care and Billing or Customer to Meter	Configure and maintain identity management solution	Utility
Customer Care and Billing or Customer to Meter	Administer customer network security, including integrating with the Oracle networks	Utility
Customer Care and Billing or Customer to Meter	Integrate with Oracle networks	Utility

Databases

Component	Role and Responsibility	Owner
Digital Self Service - Transactions Cloud Service	Database administration and monitoring	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Backup, restore, and backup retention	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Data replication for Disaster Recovery where applicable	Oracle Utilities
Customer Care and Billing or Customer to Meter	Database administration and monitoring	Utility
Customer Care and Billing or Customer to Meter	Backup, restore, and backup retention	Utility
Customer Care and Billing or Customer to Meter	Disaster Recovery	Utility
Customer Care and Billing or Customer to Meter	Refresh of non-production instances from production	Utility
Customer Care and Billing or Customer to Meter	Information Lifecycle Management	Utility

Implementation, Configuration, and Extensions

For information on implementation support services for your Oracle Utilities products, refer to Oracle Contracts - Cloud Services Service Descriptions

Component	Role and Responsibility	Owner
Digital Self Service - Transactions Cloud Service	Configure interface text and messages based on inputs provided as described in the Oracle Utilities Opower Digital Self Service - Transactions Configuration Guide Note: Self-service master configurations listed in the Configuration Guide are owned by the utility.	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Configure the theme and branding of Digital Self Service - Transactions based on inputs provided as described in the Oracle Utilities Opower Digital Self Service - Transactions SSO Seamless Integration Guide	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Configure the single sign-on integration service as described in the Oracle Utilities Opower Digital Self Service - Transactions Authentication Configuration Guide	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Configure the bill download integration service as described in the Oracle Utilities Opower Digital Self Service - Transactions Bill Download Integration Guide	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Configure the payment processor integration service as described in the applicable Technical Integration Guide	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Configure the document management integration service as described in the applicable Technical Integration Guide	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Configure a secure connection with Oracle networks as described in the Oracle Utilities Opower Digital Self Service - Transactions Configuration Guide	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Configure the Secure File Transfer Protocol (SFTP) and setup file routing to enable the regular transfer of data files required for synchronizing data to the Oracle Utilities Opower Platform as described in the Oracle Utilities Opower Billing Data Transfer specification	Oracle Utilities
Customer Care and Billing or Customer to Meter	Implement the configurations outlined in the Oracle Utilities Opower Digital Self Service - Transactions Configuration Guide	Utility
Web Content Management System	Administer customer network security, including integrating with the Oracle networks	Utility
Identity Management System	Configure your identity management solution to: Enable single sign-on with third-party Identity Management as described in the Oracle Utilities Opower Digital Self Service - Transactions Authentication Configuration Guide Enable web users to register, authenticate, and manage passwords using a publicly accessible user interface Provide customer transactional notifications as necessary for web user management transactions	Utility
Bill Download System	Develop or configure a bill download web service as described in the Oracle Utilities Opower Digital Self Service - Transactions Bill Download Integration Guide, if required	Utility
Payment Processing System	Develop or configure your payment processing solution to integrate with Digital Self Service - Transactions and Customer Care and Billing or Customer to Meter as described in the third-party payment processing instructions of the Customer Care and Billing Business User Guide	Utility
Document Management System	Develop or configure your document management solution to integrate with Digital Self Service - Transactions as described in the applicable Technical Integration Guide, if required	Utility
Customer Care and Billing or Customer to Meter Infrastructure	Configure your network to establish a secure connection with Oracle networks as described in the Oracle Utilities Opower Digital Self Service - Transactions Configuration Guide	Utility
File Transfer	Transfer data files regularly from Customer Care and Billing or Customer to Meter to Digital Self Service - Transactions using SFTP as described in the Oracle Utilities Opower Billing Data Transfer specification	Utility
All	Plan and carry out implementation	Utility
All	Perform configuration of enterprise software features and functions	Utility
All	Run functional, system, load, and performance testing of configuration and extensions	Utility
All	Ensure operational readiness	Utility
All	Schedule all gate review services	Utility

Patching and Upgrading

Digital Self Service - Transactions patch information is available on My Oracle Support with the Oracle Utilities Digital Self Service Transactions Cloud Service Maintenance Pack Document.

Component	Role and Responsibility	Owner
Digital Self Service - Transactions Cloud Service	Patch and upgrade underlying infrastructure software	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Digital Self Service - Transactions patch and upgrade Oracle Utilities base application software	Oracle Utilities
Customer Care and Billing or Customer to Meter	Patch and upgrade underlying infrastructure software	Utility
Customer Care and Billing or Customer to Meter	Oracle patch and upgrade Oracle Utilities base application software	Utility
Customer Care and Billing or Customer to Meter	Define the Cloud Service upgrade schedule within prescribed limits with Oracle Utilities	Utility
Customer Care and Billing or Customer to Meter	Trigger environment upgrades for all testing and production tiers	Utility
All	Perform regression testing of configurations and extensions after patching and upgrades are applied	Utility

Batch Processing

Batch processing is used to calculate insights that are displayed in Digital Self Service - Energy Management features that can be included as add ons to Digital Self Service - Transactions.

Component	Role and Responsibility	Owner
Customer Care and Billing or Customer to Meter	Monitor underlying batch infrastructure	Utility
Customer Care and Billing or Customer to Meter	Provide infrastructure logs for batch incidents to Oracle Utilities for troubleshooting and resolution	Utility
Customer Care and Billing or Customer to Meter	Resolve infrastructure batch issues	Utility
Customer Care and Billing or Customer to Meter	Determine the batch processing schedule	Utility
Customer Care and Billing or Customer to Meter	Monitor batch job completion	Utility
Customer Care and Billing or Customer to Meter	Perform first level investigation of batch issues	Utility

Support

Component	Role and Responsibility	Owner
Digital Self Service - Transactions Cloud Service	Triage, analyze, and resolve issues with the Cloud Service	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Manage Digital Self Service - Transactions configurations as described in the Oracle Utilities Opower Digital Self Service - Transactions Configuration Guide	Oracle Utilities
Digital Self Service - Transactions Cloud Service	Submit applicable configuration changes as service requests using My Oracle Support, as described in the Oracle Utilities Opower Digital Self Service - Transactions Configuration Guide	Utility
Customer Care and Billing or Customer to Meter	Triage, analyze, and resolve issues with configurations and extensions	Utility
Customer Care and Billing or Customer to Meter	Create service requests using My Oracle Support and provide all requested information	Utility

Integrations

Component	Role and Responsibility	Owner
Digital Self Service - Transactions Cloud Service	Monitor Cloud Service infrastructure security	Oracle Utilities
Customer Care and Billing or Customer to Meter	Integrate Oracle Utilities Cloud Services with all other services or applications	Utility