Welcome to your Oracle Cloud Service What to Expect as an Oracle Cloud Customer June 20, 2017 Copyright 2014 Oracle and/or its affiliates. All rights reserved.
Agenda 1 2 3 4 Introduction to Oracle Customer Success Program Welcome to Oracle Cloud Cloud Services (Refreshes, Updates, Upgrades) Resources and Links
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 Newman Karl.Newman@oracle.com
Oracle 100% Committed to Cloud 19 Data Centers 23K Virtual Machines 354 PB Storage 64 Million Users/Week 26 Billion DB Transactions/Day
Service Provider Service Provider Consumer Consumer NIST Cloud Service Models IT Professional Developer Business End User Application Application Platform IaaS Cloud (Compute, Storage) PaaS Cloud (DBaaS, MWaaS) SaaS Cloud (HCM, CX, ERP) Low Added Value High Added Value
Oracle Software-as-a-Service Pillars Talent Management Customer Service Social Relationship Management HCM Planning and Budgeting ERP Applications as a Service Platform as a Service Infrastructure as a Service Policy Automation
Oracle SaaS Cloud Responsibilities Manages the ongoing configurations, data, and prepares for upgrades and updates. Maintains the application code, technology stack and innovates with every new release.
Fusion Cloud Environments Production 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
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 1 st Friday to the Saturday after the 3 rd 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 Learn More : Refer to article Oracle Applications Cloud Service Definition - Environment Refresh (Doc ID 2015788.1) 9
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 1 st Friday of the quarter (or month) @ 10:00pm to ~7:00am ET PRODUCTION updated two weeks later on the 3 rd Friday Target Service Availability Level, or Target Uptime of 99.5% Environments out of sync between 1 st Friday and Saturday after the 3 rd Friday of the quarter (or month) Blackout Period P2T unavailable (without Concurrent Updates) Mandatory quarterly updates non-production production Quarterly blackout period Optional monthly updates non-production production Monthly blackout period Not recommended for Go-Lives Learn More : Refer to articles Fusion Applications Update Policy (Doc ID 1966109.1) and the Oracle Applications Cloud Update Documents (Doc ID 1603154.1)
Oracle Fusion Cloud Upgrades 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 Learn More : Refer to article Release Upgrade Planning (Doc ID 2016981.1) and Oracle Cloud Release Readiness (https://cloud.oracle.com/saas/readiness/overview) 12
Oracle Cloud Customer Portal Tools to Manage Your Services Through the Cloud Customer Portal the Service Administrator can monitor: Uptime Service Levels Usage Statistics System access according to roles
My Oracle Support (MOS) Services 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) 14
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.
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/