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Welcome to your Oracle Cloud Service

What to Expect as an Oracle Cloud Customer

June 20, 2017

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Agenda1

2

3

4

Introduction to Oracle Customer Success Program

Welcome to Oracle Cloud

Cloud Services (Refreshes, Updates, Upgrades)

Resources and Links

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Oracle Implementation Success Manager

• Many Oracle SaaS Cloud customers get an Oracle Implementation Success Manager who will be with them every step of the way on the journey to the Cloud

• Along with the Customer Success Manager (CSM), we can help with:

– On-boarding

– Solution Adoption

– Strategy and Planning

– Education and Awareness

– Critical Issue Escalation

Karl NewmanKarl.Newman@oracle.com

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Oracle – 100% Committed to Cloud

19 Data Centers

23K Virtual Machines

354 PB Storage

64 Million Users/Week

26 Billion DB Transactions/Day

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NIST Cloud Service Models

Application

Platform

Application

Co

nsu

mer Co

nsu

mer

Serv

ice

Pro

vid

er

Serv

ice

Pro

vid

er

IaaS Cloud(Compute, Storage)

SaaS Cloud(HCM, CX, ERP)

PaaS Cloud(DBaaS, MWaaS)

IT Professional Developer Business End User

High Added ValueLow Added Value

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PolicyAutomation

ERP

Customer Service

TalentManagement

Planning and

BudgetingHCM

SocialRelationshipManagement

Applications as a Service

Platform as a Service

Infrastructure as a Service

Oracle Software-as-a-Service Pillars

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Oracle SaaS Cloud ResponsibilitiesManages the ongoing

configurations, data, and prepares for upgrades and

updates.

Maintains the application code, technology stack and innovates with every new

release.

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Fusion Cloud EnvironmentsProduction

• Use must be restricted to production configuration activities ONLY

• Optimize integrity, security and accuracy of the environment

Test / Staging

• Familiarization, Conference Room Pilots, testing configurations and data conversion prior to moving into production

Additional Environments (pods)

• May be purchased for other activities (e.g. training, familiarization, etc.)

• Customers with multi-phase rollouts are encouraged to purchase an additional environment

• Payroll customers require an additional environment to support the strict payroll processing timetable

8

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Environment Refresh Service• Customers request to migrate data from a source environment to a target environment. Two types

available:• Production-To-Test (P2T)

• Test-To-Test (T2T)

• Environment Refresh requests must be made 3 – 12 weeks in advance

• Source and target environments be on the same release, patches, and language packs

• Oracle patching cycle dictates a quarterly (or monthly) blackout period for P2T refresh types from the 1st

Friday to the Saturday after the 3rd Friday of the quarter (or month)

• Fridays are also blackout days for all services & releases

• Target environment will be down for 24-48 hours

• Data Masking of personally identifiable information (PII) is available as an option (Doc ID 2092389.1)

• Scheduled environment refreshes may be cancelled with at least 7 days notice

9

Learn More : Refer to article Oracle Applications Cloud Service Definition - Environment Refresh (Doc ID 2015788.1)

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Scheduled Update Cycle Oracle Fusion Cloud• Cumulative updates are now quarterly - monthly updates available

on request

• Updates are mandatory - cannot be skipped or deferred

• Updates may include OTBI, Middleware and NLS updates

• Release notes found in Doc ID 1603154.1 typically available 10 days prior to each update

• Non-production environments updated on the 1st Friday of the quarter (or month) @ 10:00pm to ~7:00am ET

• PRODUCTION updated two weeks later on the 3rd Friday

• Target Service Availability Level, or Target Uptime of 99.5%

• Environments out of sync between 1st Friday and Saturday after the 3rd Friday of the quarter (or month) – Blackout Period

– P2T unavailable (without Concurrent Updates)

– Not recommended for Go-LivesMandatory quarterly updates

non-production

production

Optional monthly updates

non-production

production

Quarterly blackout period Monthly blackout period

Learn More : Refer to articles Fusion Applications Update Policy (Doc ID 1966109.1) and the Oracle Applications Cloud Update Documents (Doc ID 1603154.1)

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• 1-2 upgrades per calendar year

• Oracle only supports current release and immediate previous release

• Mandatory for all production and implementing customers – cannot be skipped

• Implementing customers should include upgrade tasks in their project plan

• 5-6 month upgrade window

• Customers choose upgrade dates that best fit their schedule

• Non-production upgrades occur on Tuesdays; Production on Fridays

• Recommend scheduling Production upgrade 3-4 weeks after Test

• Outage is approximately 48-60 hours

• Upgrades may be rescheduled up to 1 week before upgrade date

• New modules/features may be considered as post upgrade activity

Oracle Fusion Cloud Upgrades

12

Learn More : Refer to article Release Upgrade Planning (Doc ID 2016981.1) and Oracle Cloud Release Readiness (https://cloud.oracle.com/saas/readiness/overview)

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Tools to Manage Your Services

Oracle Cloud Customer Portal

Through the Cloud Customer Portal the Service Administrator can monitor:

• Uptime

• Service Levels

• Usage Statistics

• System access according to roles

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• 24/7 Technical Assistance with Service Requests

When creating Service Requests, ensure that

every request is logged under the correct CSI.

Please log all services requests under the

“Cloud” Tab

• 24/7 Online Resources via My Oracle Support

Portal

• Enhancement Requests reported / tracked via Service Requests

• Knowledge Services

• Application Help

• Manuals and Guides

• Search capability

• Up-to-date information on updates, bug fixes, security alerts, new release readiness material

• My Oracle Support Community

Learn more: Refer to article Working Effectively With Oracle Support - Best Practices (Doc ID 166650.1) and Get Informed on Oracle Cloud Operations (Doc ID 1537448.2)

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My Oracle Support (MOS) Services

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Join Oracle Communities• Cloud Customer Connect: https://appsconnect.oracle.com

– Join discussion forums, learn about upcoming events, get assistance from experts, share your ideas on product enhancements, find documentation.

• Oracle Open World: https://www.oracle.com/openworld

– The world's largest conference for Oracle customers and technologists, Oracle Open World is an annual convention for business decision-makers, IT management, and line-of-business end users; October 1-5, 2017 in San Francisco, California.

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Useful Links• My Oracle Support: https://support.oracle.com

• ERP Cloud Landing Page (Doc ID 1982039.2)

• HCM Cloud Landing Page (Doc ID 1981840.2)

• Oracle University: https://education.oracle.com

• Oracle Cloud Documentation: http://docs.oracle.com/en/cloud

• Oracle Cloud Resources: https://cloud.oracle.com

• Oracle Cloud Policy documents: http://www.oracle.com/contracts

• Oracle Cloud Customer Connect: https://cloudcustomerconnect.oracle.com

• Oracle Cloud Blog: https://blogs.oracle.com/cloud/