Oracle Customer Service and Support Cloud Services ...

1 V05012020 1 Oracle Customer Service and Support Cloud Services descriptions and Metrics May 1, 2020 V050120 2 Table of Contents Glossary of Terms ..7 Activity Pooled Capacity: ..7 Appointment ..7 Certificate ..7 Connection ..7 20K Documents Indexed ..7 100 Email Sent - Monthly Capacity ..7 100 Email Sent - Pooled Capacity ..7 Hosted Connected Seat Month ..7 Hosted Connected User ..8 Hosted Named User ..8 Hosted Non-Contact Center Named User ..8 Hosted Named Seat Month ..8 Hosted Non-Contact Center Named Seat Month ..9 Instance ..9 Mailbox ..9 Test Environment ..9 VPN Connection ..9 100 Sessions Monthly Capacity ..9 100 Sessions Pooled Capacity .. 10 100 Appointments Pooled Capacity .. 10 250,000 Web Services API Operations .. 10 Oracle TOA (LEGACY) .. 10 User .. 10 V050120 3 10 Instance .. 10 Oracle RIGHTNOW SUBSCRIPTION Services .

2 11 Oracle RightNow Instance Cloud Service .. 11 Oracle RightNow Interface Cloud Service .. 11 Oracle RightNow Standalone Chat Dynamic Agent Desktop Cloud Service .. 12 Oracle Standalone Cobrowse Dynamic Agent Desktop Cloud Service .. 13 Oracle RightNow Standard Dynamic Agent Desktop Cloud Service .. 14 Oracle RightNow App Builder Experience Designer Cloud Service .. 14 Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service .. 15 Oracle Policy Automation Agent Cloud Service .. 19 Oracle Policy Automation Mobile Cloud Service .. 20 Oracle Policy Automation Collaboration Cloud Service .. 20 Oracle Field Service Professional Cloud Service Hosted Named User .. 21 Oracle Field Service Professional Cloud Service Hosted Named Seat Month .. 21 Oracle Field Service Enterprise Cloud Service Hosted Named User .. 22 Oracle Field Service Enterprise Cloud Service Hosted Named Seat Month.

3 23 Oracle Field Service Standard Map Cloud Service with Google Maps .. 24 Oracle Field Service Standard Map Cloud Service with Baidu Maps .. 25 Oracle Field Service Contingent Worker Cloud Service - Activity - Pooled Capacity .. 25 Oracle RightNow Chat Cloud Service .. 25 Oracle RightNow Video Chat Cloud Service .. 26 Oracle Virtual Assistant Cloud Service .. 26 Oracle Cobrowse Cloud 27 Oracle RightNow Cobrowse Cloud Service .. 27 Oracle Live Experience for RightNow Cloud Service - Enterprise .. 27 Oracle Live Experience for RightNow Cloud Service - Premium .. 29 V050120 4 Oracle RightNow Non-Contact Center Cloud Service .. 30 Oracle Service Monitoring for Connected Assets Cloud Service .. 31 Oracle RightNow Contextual Workspaces Cloud Service .. 32 Oracle RightNow Guided Assistance Cloud Service .. 32 Oracle RightNow Agent Scripting Cloud Service .

4 32 Oracle RightNow Desktop Workflow Cloud Service .. 32 Oracle RightNow Standalone Foundation Agent Knowledgebase Cloud Service .. 33 Oracle RightNow Standalone Advanced Agent Knowledgebase Cloud Service .. 33 Oracle RightNow Experience Routing Cloud Service .. 33 Oracle RightNow Universal Core Service Tier 1 Sessions Service Period Pool .. 34 Oracle RightNow Universal Advanced Knowledge Tier 2 Sessions Service Period 34 Oracle RightNow Universal Policy Automation Tier 3 Sessions Service Period 35 Oracle Policy Automation Enterprise Assessment API Cloud Service 1,000,000 Assessments .. 36 Oracle RightNow Universal Core Service Tier 1 Sessions Monthly .. 36 Oracle RightNow Universal Advanced Knowledge Tier 2 Sessions Monthly .. 37 Oracle RightNow Universal Policy Automation Tier 3 Sessions Monthly .. 38 Oracle RightNow Advanced Website Search Cloud Service .

5 38 Oracle RightNow Emails Sent Monthly .. 39 Oracle RightNow Emails Sent Service Period Pool .. 39 Oracle RightNow Connect Web Services API Operations Monthly .. 39 Oracle RightNow Connect Web Services API Operations Service Period Pool .. 40 Oracle RightNow Single Sign-On Cloud Service .. 40 Oracle Additional Test Environment for Oracle RightNow Cloud Service .. 40 Oracle Additional Test Environment for Oracle Field Service Cloud 41 Oracle RightNow Dedicated Database with Encryption Cloud Service .. 42 Oracle RightNow Cloud Platform for United States Government Cloud Service .. 42 Oracle RightNow Cloud Platform for United Kingdom Government Cloud Service .. 43 V050120 5 Oracle RightNow Cloud Platform for United States Department of Defense Cloud Service .. 43 Oracle RightNow PCI Certified Cloud Platform Cloud Service .

6 44 Oracle RightNow HIPAA Cloud Platform Cloud Service .. 45 Oracle RightNow Custom Domain SSL Application Hosting .. 45 Oracle Virtual Private Network Setup Fee Cloud Service .. 46 Oracle Virtual Private Network for RightNow Cloud Service .. 46 Oracle Virtual Private Network for Field Service Cloud Service .. 46 Oracle RightNow Additional Mailbox .. 47 Oracle RightNow Dedicated Outbound IP Address .. 47 Additional 5 GB Monthly Bandwidth .. 47 Additional 1 GB Peak Database Storage .. 47 Additional 1 GB Peak File Storage .. 48 Oracle RightNow Dedicated Outbound IP Address .. 48 Oracle Learning Credits .. 48 Oracle ADVANCED Customer Support .. 50 Oracle Cloud Priority Support for SaaS .. 50 Oracle Technical Account Management for PCI Certification Services .. 50 APPENDIX 1 (UPGRADE Support ) .. 51 APPENDIX 2 (RETIRED OFFERINGS) .. 52 Oracle RightNow Standard Dynamic Agent Desktop Cloud Service .

7 169 Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service .. 171 Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service .. 173 Oracle RightNow Standalone Chat Dynamic Agent Desktop Cloud Service .. 175 Oracle RightNow Social Monitor Cloud Service .. 177 Oracle RightNow Foundation Website Search Cloud Service .. 177 Oracle Field Service Core Manage Cloud Service .. 178 Oracle Field Service Mobility Cloud Service .. 178 V050120 6 Oracle Field Service Routing Cloud Service .. 179 Oracle Field Service Capacity Cloud Service .. 179 Oracle Field Service Communication Cloud Service .. 180 Oracle Field Service Collaboration Cloud Service .. 180 Oracle Field Service Location Cloud Service .. 180 Oracle Field Service Forecasting Cloud Service .. 181 Oracle Field Service Video Chat Cloud Service .

8 181 TELUS Silver Support Service for Oracle RightNow Customers .. 181 TELUS Gold Support Service for Oracle RightNow Customers .. 182 TELUS Hosting Service for Oracle RightNow Customers .. 182 TELUS Hosting Service for Internal TELUS Business Units .. 182 Oracle Policy Automation Embeddable Models Cloud Service .. 182 V050120 7 Glossary of Terms Oracle RIGHTNOW AND Oracle FIELD Service Cloud Services Activity Pooled Capacity: is defined as the maximum of one Activity per Service Period. If at any time use of the Oracle Field Service Cloud exceeds the purchased quantity of Pooled Activities, then you are out of compliance and you must pay Oracle for back-compliance charges for the overage and purchase additional Pooled Activities to accommodate your increased usage. An Activity ( , work order, office visit, lunch break, warehouse visit, etc.)

9 Is scheduled on a contingent workers route within Oracle Field Service Cloud . An Activity may have a defined status ( , pending, started, completed, not done, suspended, cancelled, etc.) and may have a defined time of start and end. If an Activity requires several activities ( , there is pre-work before the actual work begins, work is performed in several places, work is performed over multiple days/segments, work is suspended and returned to at a future time, etc.), each such activity is unique and considered to be a separate Activity in Oracle Field Service Cloud with a unique aid (appointment id). For the purpose of Oracle Field Service , an Activity is determined by each unique aid assigned to a contingent workers route where the users User Classification is contingent . At the end of each month, Oracle will look at the previous month s activity count and decrement that amount from the total pooled activities count.

10 Appointment: is defined as an activity ( , work order, office visit, time used to assist another resource, lunch breaks, etc.) scheduled within Oracle Field Service Cloud that your resource ( , mobile employee) performs at a specific location. An Appointment may have a defined status ( , pending, started, completed, not done, etc.) and may have a defined time of start and end. If performing a work order requires several activities ( , if work is performed in several places that require travel or cannot be performed without the resource leaving the location where the resource performed the activity), each such activity is considered to be a separate Appointment for purposes of the Oracle Field Cloud Service . Certificate: is defined as your previously purchased Secure Socket Layer Certificate from a vendor such as VeriSign. The Oracle RightNow Custom Domain SSL Application Hosting offering creates the ability for Oracle RightNow to host your VeriSign certificates on a custom domain in custom, wildcard or Subject Alternative Name configurations.