Request for Conversion Support

Conversion Support is a customer-requested service used during the implementation phase when customers schedule conversion activities (such as data conversion loads and conversion batch runs). This SOP applies to SaaS implementation lane customers' environment (recommended Prod) where conversion activity is planned and the customer requests Conversion Support

All required specifications and obligations must be met; otherwise, the "Conversion Support" activity may not proceed.

The objective is to:

  • Apply pre-approved environment configuration changes designed to reduce known conversion/batch issues and improve operational stability during conversion runs.
  • Enable optimal performance for conversion activities within the agreed conversion window.

Request Specifications

  • Customer submits a Service Request (SR) for Conversion Support for each scheduled conversion window, providing following information:
    • Target Environment(s)
    • Planned conversion window start/ end Date/Time including time zone
    • Type of conversion activity (such final mock, dress rehearsal, or production cutover)

Customer Obligations

  • Follow the steps communicated in the SR and confirm readiness prerequisites.
  • Specify the date/time and time zone for the start of the activity within agreed service levels.
  • Submit a separate SR for each Conversion Support window.
  • Identify all environments that will be used during the conversion activity (including any environments used for Content Migration Assistant data extraction or other related activities) in the SR.
  • Ensure functional/implementation teams are available during the conversion window for validations and decision making.
  • Understand that configuration changes may be temporary and will be reverted after the conversion window.
  • Update the SR immediately after the conversion activities are complete so the Cloud Operations team can revert the temporary configuration changes. This is required to restore the environment to its standard operating configuration and ensure optimal performance.

    Note:

    Configuration changes applied as part of Conversion Support will remain in effect until the customer confirms, through the SR, that the conversion activities have been completed. Upon receiving this confirmation, the Cloud Operations team will revert the temporary changes and restore the environment to its standard operating configuration.

Oracle Cloud Ops Team Obligations

  • Acknowledge and schedule the execution of service request.
  • Execute steps to complete the service request
  • Notify the customer upon completion of the activity

Service Level Objective

  • Advanced Notice: 7 business days
  • Acknowledge/ Schedule: 2 business days
  • Execution Time: 4 hours
  • Outage Expected: Yes