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RACKSPACE SUPPORT FOR ORACLE COMMERCE

Support
We have listed below the support activities that are included or not included in our support for the Critical Application Services with Support for Oracle Commerce offering. If you request assistance with an activity that is not included, we may be able to fulfill this request as a Supplementary Service at a predefined hourly rate.

 Customer is responsible for obtaining the requisite Oracle license(s) directly from Oracle and Customer must have a current maintenance and support agreement with Oracle.  Rackspace does not provide or resell Oracle Commerce licenses. At Rackspace’s request you agree to escalate support issue to Oracle if necessary.  The Customer is also responsible for the gathering and assessment, business process and content workflow setup and training of the Oracle Commerce requirements.

Oracle Commerce Support Requests
Rackspace live support for Oracle Commerce application v5.x or newer versions is available 24 hours per day, 7 days per week, year round.  In addition, support for the network, servers, devices, and operating system is available 24 hours per day, 7 days per week, year round.

We will support your use of Oracle Commerce as follows:

Oracle Commerce Installation & Configuration

  • Oracle Commerce Standard Installation:  Installation and initial configuration of ATG, FatWire and Endeca
  • Installation of WEB Application Server (JBoss, Tomcat, Apache, WebLogic)
  • Configuration and management of backups
  • Custom monitoring set up based on your purchased services
  • Configuration of notifications for account activities
  • Initial configuration of replication

 Rackspace Oracle Commerce Administration

  • Initial development of production run book
  • Assistance with availability of Development/Staging/Production environments
  • Creation and set up SSL certificates
  • 24×7 proactive monitoring commensurate with level of service you have purchased
  • Oracle Commerce Application patching, & upgrades, and scheduled maintenances
  • Proactive and ongoing recommendations on application and infrastructure optimization
  • Ongoing basic Oracle Commerce troubleshooting and support

 

Customers Responsibilities are listed below:

 Planning

  • Integration to additional systems or software
  • User acceptance testing
  • Training

Site Administration

  • Creating users and groups
  • Deleting users and groups
  • Changing user passwords
  • Changing default password
  • Deploying custom code
  • Deploying 3rd party applications

 Development

  • Creating Oracle Commerce templates, components
  • Site design or content creation
  • Content workflow
  • Software development

 Support Escalations to Oracle

  • In the event that an issue with the Oracle Commerce application itself arises that requires support from Oracle, the customer is responsible for contacting and escalating the issue with Oracle.  Rackspace Web Scale Engineer will assist with the troubleshooting/diagnosis and will participate with the customer on all calls and work with Oracle. In order to escalate to Oracle, Rackspace or Customer will potentially share confidential information regarding the Customer with Oracle and Customer explicitly consents to such escalation and the sharing of information.   If Customer requires that Rackspace escalate to Oracle on Customer’s behalf, in addition to possessing a support agreement with Oracle, which includes such escalation ability, Customer must add Rackspace as an authorized user to escalate as if it were the Customer escalating.  Rackspace will escalate to Oracle only so far as it is authorized to do so by Customer and by Customer’s agreement with Oracle.