6 4. Service Description 4.1. Service Objectives and Critical Success Factors The services provided are designed to support the production environment and other environments in Oracle`s e-business suite as well as the Datawarehouse and OBIEE environments and to perform the technical management work that accompanies it. The goal is not to disrupt production and delay enseling by terminating and preventing technical problems at an early stage. The following areas are important: Computerspace Management Network and Storage Server Management Operating System (file system, core, print, email traffic) Fall Back database management (Backup, Restore, Swerve) Oracle EBS, BI and GESTION OBIEE (data bases, migrations, patches, etc.) 4.2. Mandatory Notification and Documentation System The contractor provides an electronic notification system in which the contracting entity can record notifications (for example. B questions, incidents and amendments) and consult the status and status of the contractor`s activities on the corresponding communication. The following documents are sent from ALS: At the end of the agreement, a transfer document describing the status of different environments and procedures for starting and closing environments in all environments will be transferred at the end of the ALS to a list of outstanding fixes and problems. This document is prepared in collaboration with the municipality. This document is subject to a comprehensiveness check at least twice a year. In years that tend to change PPI, three priorities for definitions of incident notification can be changed: priority 1, high priority: a problem requires direct action. The incident caused a significant interruption of the application and should be corrected immediately priority 2, standard priority: a problem requires short-term action. These are regular management activities planned in the short term during consultations between the two parties, priority 3, low priority: these are measures that should not be taken immediately, but should be implemented over a longer period (a few days/weeks).
When notifying an incident, the parties adjust the priority to use and an end date is also set. 6 The fundamental advantage of cloud computing is the joint use of resources, supported by the underlying nature of a common infrastructure environment. SLAs therefore extend to the cloud and are offered by service providers as a service-based contract and not as a customer-based agreement. Measuring, monitoring and covering cloud performance is based on the final UX or its ability to consume resources. The disadvantage of cloud computing compared to ALS is the difficulty of determining the cause of service outages due to the complex nature of the environment. Service level agreements are also defined at different levels: 5 3. Responsibilities 3.1. Responsibility of the contractor and the client The basis of the service is mutual cooperation based on clear agreements. The contractor is responsible for carrying out technical management activities related to the assistance of Oracle E-Business Suite, Datawarehouse and OBIEE environments.
The contractor shares certain rights with the client integration coordination team (application password, etc.). Databases, migrations, application of patches and changes, etc.