• Provide pre-configured templates (where available). These templates may be limited in scope (and may not completely align with the scope of the implementation project) and may only be available in the English language.

• Provide Utility Reference Model and other documentation describing the business processes that are the basis for the template configuration.

• To the extent necessary and under exceptional circumstances, execute scripts (authored by the customer) to resolve data issues.

• Scripts submitted for execution to correct data issues will be subject to review for compliance with Oracle's Software Security Assurance standards. Scripts that do not comply will be returned for correction; resubmission will require a further compliance review with approval before execution will be scheduled.

• There is a limit of four (4) script reviews in any calendar month. Review requests beyond this entitlement may be subject to additional fees.

• Overall setup project management, including responsibility for management of the scope, the project plan/schedule and budget.

• End-user training activities and organizational change management.

• Leading and managing the user system review.

• Designing and testing all configurations and extensions to ensure they do not adversely affect performance.

• Identifying, designing, documenting and implementing any business process changes and system operation processes.

• Coordinating with external vendors or service providers to manage dependencies that could impact the overall project scope and schedule.

• Designating a project manager who shall be responsible for coordinating all customer/implementation related activities and responsibilities with respect to provisioning these Oracle Cloud Services.

• Business process change activities including end-user communication (e.g., status updates, newsletters, forums, etc.).

• Planning and executing all testing activities.

• All cut-over and roll-out activities.

• Business intelligence or data warehouse implementation/integration (if required).

• Procuring, setting up or otherwise provisioning any additional hardware, software or services as required.

• Providing any network hardware and/or software that may be required to connect to the Oracle Utilities cloud service(s).

• All data conversion/migration/cleansing activities such as:

• Extracting, transforming and loading data into migration staging tables

• Using cloud service data conversion tools (where available) to load data into the production environment

• Creating or updating any required validation scripts

• Any/all data cleansing activities that may be required (NB: these must be done in the source application(s) and not directly in the cloud service environment(s))

• Providing all in-scope data conversions and interfaces in formats supported by the relevant Oracle Utilities cloud service(s).

• The following interface/integration related activities:

• Building and testing of any interfaces to or from the Oracle Utilities cloud service(s) (unless stated otherwise)

• Any ongoing synchronization and interface monitoring activities between customer owned Customer Information System(s) (CIS) and Oracle Utilities cloud service(s)

• Complete end to end integration flows using template interfaces

• Any configuration of interfaces external to the Oracle Utilities cloud service(s) that are required to match the published specification for interfacing with the Oracle Utilities cloud service(s)

• Any integration middleware used to implement any integration will not be hosted within any Oracle Utilities cloud service(s).

• Turnaround time will be no longer than two (2) working days unless otherwise agreed. Turnaround time refers to time taken by the customer/implementation team to respond to and confirm design elements and decision points during the performance of the Implementation Support Services.