2 Cloud Operations Service Requests

This chapter provides details regarding service requests (SR) provided by the Oracle Utilities Cloud Operations team for customers during implementation and operation of the following Oracle Utilities Cloud Services, including:

• Backup and Restore Policy Overview
• Restoring from a Backup
• Requesting a Database Copy
• Request to Export Cloud Environment Schema for On-Premises Use
• Refreshing Data (Cloning)
• Request for Loading Demonstration Data
• Request to Factory Reset an Environment
• Request for DNS Address to be Added to Outbound Allow List
• Request for Public IP Addresses Used in Outbound Communication to Customer Systems
• Request for Inbound Allow List
• Request for Customer Experience for Utilities (CX4U) Integration
• Request for New Identity Cloud Service Registration for Existing Environments
• Request for Modification or Deletion of OAuth client in Identity Cloud Service
• Request for Data Backup for the Decommissioning Environment
• Request Break Glass Event
• Request for Static List of IP Addresses for Connecting to Oracle Cloud Services
• Request for Private Endpoint (PE)
• Request for Reverse Connection Endpoint (RCE)
• Request for GoldenGate Replication Setup

Service request descriptions in this document include the following information:

• A brief description of the service to be performed
• Service Level Objective (SLO):
  • Advanced Notice: The amount of advanced notice (in business days) the Cloud Operations team needs to perform the service request, starting from the first full business day after the service request was created.

    Note:

    • Service requests will not be executed on weekend days since weekends are reserved for scheduled planned maintenance activities like upgrades.
    • If for any reason, the customer / project implementation team wish to reschedule the original service request after the Cloud Operations team have scheduled the activity, the Cloud Operations team would reschedule this in the next available slot.
  • Acknowledge/Schedule: The amount of time the Cloud Operations team would take to acknowledge and schedule the request.
  • Execution Time: The amount of time (in business days) it will take to perform the service request
  • Outage Expected: Whether or not the customer should expect a service outage while the service request is being performed

Note:

Times provided in this document are based on the data center where the cloud service is deployed. For example, a reference to "8:00 AM" means 8:00 AM in the time zone of the data center, not necessarily the time zone of the customer.