STATE OF COLORADO Colorado Department of Education Contract with

Contract Routing # 15 DAA 75755
PO DAA CORE 2015-0455
STATE OF COLORADO
Colorado Department of Education
Contract with
Arisant, LLC
TABLE OF CONTENTS
I. II. III. IV. V. VI. VII. VIII. IX. X. XI. XII. XIII. XIV. XV. XVI. XVII. XVIII. XIX. XX. I.
PARTIES .......................................................................................................................... 1 EFFECTIVE DATE AND NOTICE OF NON-LIABILITY ........................................... 1 RECITALS ....................................................................................................................... 2 DEFINITIONS ................................................................................................................. 2 TERM AND EARLY TERMINATION .......................................................................... 4 STATEMENT OF WORK ............................................................................................... 4 PAYMENTS TO CONTRACTOR ................................................................................ 10 REPORTING – NOTIFICATION ................................................................................. 15 CONTRACTOR RECORDS ......................................................................................... 16 CONFIDENTIAL INFORMATION-STATE RECORDS ............................................ 17 CONFLICTS OF INTEREST ........................................................................................ 21 REPRESENTATIONS AND WARRANTIES .............................................................. 21 INSURANCE ................................................................................................................. 22 BREACH ........................................................................................................................ 24 REMEDIES .................................................................................................................... 25 NOTICES AND REPRESENTATIVES ........................................................................ 27 RIGHTS IN DATA, DOCUMENTS, AND COMPUTER SOFTWARE ..................... 28 GOVERNMENTAL IMMUNITY................................................................................. 29 STATEWIDE CONTRACT MANAGEMENT SYSTEM ............................................ 29 GENERAL PROVISIONS ............................................................................................. 30 PARTIES
This Contract, is entered into by and between the State of Colorado, for the use and benefit of the
Colorado Department of Education, 201 East Colfax, Denver, Colorado 80203, hereinafter
referred to as CDE, and Arisant, LLC, 400 Inverness Parkway, Suite 200, Englewood, CO
80112, hereinafter referred to as the Contractor.
II.
EFFECTIVE DATE AND NOTICE OF NON-LIABILITY
This Contract shall not be effective or enforceable until it is approved and signed by the
Colorado State Controller or designee (hereinafter called the Effective Date). The State shall not
be liable to pay or reimburse Contractor for any performance hereunder including, but not
Page 1 of 37
limited to, costs or expenses incurred, or be bound by any provision hereof prior to the Effective
Date.
III.
RECITALS
A.
Authority, Appropriation, and Approval
Funds have been budgeted, appropriated and otherwise made available and a sufficient
unencumbered balance thereof remains available for payment. Required approvals,
clearance and coordination have been accomplished from and with appropriate agencies.
B.
Consideration
The Parties acknowledge that the mutual promises and covenants contained herein and
other good and valuable consideration are sufficient and adequate to support this
Contract.
C.
Purpose
The purpose of this Contract is to purchase hardware, software and services to replace the
current legacy Oracle database server infrastructure with the Oracle Exadata platform.
D.
References
All references in this Contract to sections, subsections, exhibits or other attachments, are
references to sections, subsections, exhibits or other attachments contained herein or
incorporated as a part hereof, unless otherwise noted.
IV.
DEFINITIONS
The following terms as used herein shall be construed and interpreted as follows:
“Confidential Information” means information, data, records, and documentary materials
belonging to the State regardless of physical form or characteristics, including but not limited to
any non-public State records, sensitive State data, protected State data, State personnel records,
personally identifiable information (“PII”), and other information or data concerning individuals,
which has been communicated, furnished or disclosed by the State to Contractor.
Notwithstanding the foregoing, Confidential Information shall not include State Data and
Records.
“Contract” means this Contract, its terms and conditions, attached exhibits, documents
incorporated by reference under the terms of this Contract, and any future modifying agreements,
exhibits, attachments or references incorporated herein pursuant to Colorado State law, Fiscal
Rules, and State Controller Policies.
Page 2 of 37
“Contract Funds” means funds available for payment by the State to Contractor pursuant to this
Contract.
“Evaluation” means the process of examining Contractor’s Work and rating it based on criteria
established in Section VI below.
“Goods” means tangible material acquired, produced, or delivered by Contractor either
separately or in conjunction with the Services Contractor renders hereunder.
“Party” means the State or Contractor and “Parties” means both the State and Contractor
“Personally Identifiable Information (PII)” includes, but is not limited to the student's name; the
name of the student's parent or other family members; the address of the student or student's
family; a personal identifier, such as the student's social security number, student number, or
biometric record; other indirect identifiers, such as the student's date of birth, place of birth, and
mother's maiden name; other information that, alone or in combination, is linked or linkable to a
specific student that would allow a reasonable person in the school community, who does not
have personal knowledge of the relevant circumstances, to identify the student with reasonable
certainty; or information requested by a person who the educational agency or institution
reasonably believes knows the identity of the student to whom the education record relates. PII
also means a dataset that is linked to a specific individual and that would allow a reasonable
person in a school community, who does not have knowledge of the relevant circumstances, to
identify the individual with reasonable certainty.
“Review” means examining Contractor’s Work to ensure that it is adequate, accurate, correct and
in accordance with the criteria established in Section VI below.
“Services” means the required services to be performed by Contractor pursuant to this Contract.
“State Data and Records” means information, data, records, and documentary materials
belonging to the State regardless of physical form or characteristics, including but not limited to
any public State records, non-sensitive State data, and other information or data concerning
individuals that is not deemed confidential but nevertheless belongs to the State, which has been
communicated, furnished or disclosed by the State to Contractor which (i) is subject to disclosure
pursuant to the Colorado Open Records Act, C.R.S. Sections 24-72-200.1, et seq.; (ii) is already
known to Contractor without restrictions at the time of its disclosure by Contractor; (iii) is or
subsequently becomes publicly available without breach of any obligation owed by Contractor to
the State; (iv) is disclosed to Contractor, without confidentiality obligations, by a third party who
has the right to disclose such information; or (v) was independently developed without reliance
on any Confidential Information.
“Subcontractor” means third-parties, if any, engaged by Contractor to aid in performance of its
obligations.
“Work” means the tasks and activities Contractor is required to perform to fulfill its obligations
under this Contract, including the performance of the Services and delivery of the Goods.
Page 3 of 37
“Work Product” means the tangible or intangible results of Contractor’s Work, including, but not
limited to, software, research, reports, studies, data, photographs, negatives or other finished or
unfinished documents, drawings, models, surveys, maps, materials, or work product of any type,
including drafts.
V.
TERM AND EARLY TERMINATION
A.
Initial Term-Work Commencement
The Parties’ respective performances under this Contract shall commence on the later of
either the Effective Date or February 9, 2015. This Contract shall terminate on December
31, 2015, unless sooner terminated or further extended as specified elsewhere herein.
B.
Two Month Extension
The State, at its sole discretion upon written notice to Contractor, may unilaterally extend
the term of this Contract for a period not to exceed two months if the Parties are
negotiating a replacement Contract (and not merely seeking a term extension) at or near
the end of any initial term or renewal term. The provisions of this Contract in effect when
such notice is given, including, but not limited to prices, rates, and delivery requirements,
shall remain in effect during the two-month extension. The two-month extension shall
immediately terminate when and if a replacement Contract is approved and signed by the
Colorado State Controller.
C.
State’s Option to Extend
The State may require continued performance for a period of four years at the same rates
and same terms specified in the Contract. The total duration of this Contract, including
the exercise of any options under this clause, shall not exceed five years.
VI.
STATEMENT OF WORK
A.
Contractor shall:
1.
Hardware. Provide the following:
Page 4 of 37
Quantity
Oracle Product
Description
2
7106707
Exadata Database Machine X4-2 HC Eighth Rack
2
6440A
Two 3-Phase low voltage 15 KVA PDU's with
eP4W-IP67
2
7110242
Spare: one 4 TB 7200 rpm 3.5-inch SAS-2 HDD
2
7110243
Spare: Flash Accelerator F80 PCIe card
2
B66858
Oracle Exadata Eighth Rack Configuration
Service with onsite delivery
2
B67134
Associated Installation expenses
2
B74194
Oracle Standard System Installation Service
8
X2129A-N
2.
Dual rate transceiver SFP+ SR
Software
Provide quantity pricing for components listed in table below. CDE currently is
licensed for Oracle Database Enterprise edition; these licenses are add-ons to the
current license base to support this project.
B.
Quantity
Oracle Product
Description
100,000
0QMQ
Oracle Adaptive Access Manager (OAAM) –
External User
600
0QMQ
Oracle Adaptive Access Manager (OAAM) –
Internal User
12
0374
Oracle partitioning
36
0SJN
Exadata Storage Server Software with Linux
Support
Contractor shall:
1.
Provide database Migration Services for the following 13 databases. The sizes of
these files are for data files only.
a.
ODSP – 630GB
Page 5 of 37
b.
IDMQA – 15GB
c.
ODSD – 675GB
d.
IMCDEP – 15GB
e.
ODSQA – 452GB
f.
IMCDEQA – 6GB
g.
EDWP – 694GB
h.
LINK – 14GB
i.
EDWD – 736GB
j.
LINKQA – 26GB
k.
EDWQA – 432GB
l.
LIST – 66GB
m.
IDMPROD – 3GB
2.
Physically deliver and connect Exadata to power and network at CDE’s two data
centers, both located in the metro Denver area.
3.
Review and re-architect database and schemas to separate critical applications:
a.
Separate the Oracle Internet Directory (OID) database from the
Operational Data Store (ODSP) database, the ODSP database currently
contains Pipeline.
b.
Separate the Oracle Identity Manager (OIM) database from ODSP
database.
c.
Create a separate database for Pipeline.
4.
Recommend Exadata specific configuration settings and features that will further
enhance the performance and reliability of the system.
5.
Develop and implement a tablespace sizing strategy on the Exadata platform.
CDE’s existing limitations on the number of files that can be opened
simultaneously affects the number of tablespaces that can be opened. Contractor
shall, with approval from CDE Architect, develop and implement a tablespace
strategy based on Oracle best practices.
6.
Export and import schemas into new database homes on the Exadata platform.
Page 6 of 37
7.
Configure Database Resource Manager according to CDE resource plan. CDE
will provide its resource plan to Contractor.
8.
Implement and Configure Advanced Security tablespace and End-Point
encryption utilizing Advanced Encryption Standard (AES) 256 bit keys.
9.
Implement Oracle Dataguard high availability features between two Exadata
locations.
10.
11.
C.
a.
Exadata database machines will be located in Denver Colorado at 201 E
Colfax and secondary data center at Arapahoe and Peoria.
b.
Contractor shall design and build failover process based on Oracle
Dataguard, from 201 E Colfax to secondary location, including necessary
scripts according to published Oracle best practices.
c.
Contractor shall train CDE staff on Oracle Dataguard tasks such as switchover and fail-over operations.
Integrate and configure Oracle Adaptive Access Manager (OAAM) into existing
Oracle Access Manager (OAM) infrastructure.
a.
Set up OAAM trusted application partner (TAP) integration.
b.
Configuring OAAM for secondary authentication in the form of
knowledge-based authentication (KBA).
c.
Configure OAAM's rules engine and organizational policies to determine
if it is appropriate to use challenge questions to authenticate the User.
Provide Go-Live production support, with onsite resources during the off hours
cutover and standby during the next five business days.
Managed Support Services
1.
Provide on-going managed service support for CDE’s Oracle Databases and
Exadata Infrastructure, performing the following database administration related
tasks listed below for the following 13 databases. The sizes of these totals are for
data files only.
a.
ODSP – 630GB
b.
IDMQA – 15GB
c.
ODSD – 675GB
d.
IMCDEP – 15GB
e.
ODSQA – 452GB
Page 7 of 37
f.
IMCDEQA – 6GB
g.
EDWP – 694GB
h.
LINK – 14GB
i.
EDWD – 736GB
j.
LINKQA – 26GB
k.
EDWQA – 432GB
l.
LIST – 66GB
m.
IDMPROD – 3GB
2.
Provide 7 days per week, 24 hours per day, and 365 days per year on-call
production support and monitoring of two Oracle 1/8 rack Exadata database
machines, and the underlying CDE weblogic environment consisting of thirty
servers, with expected remote alerting response time < 30 minutes.
3.
Have automated database service monitoring and pro-active automatic fixing
(self-healing) of common database issues including advanced space management
(automatic resizes, data file adds, ability to apply different space management
characteristics based on database and tablespace configurations), historical
database capacity management, alerts (both re-active and pro-active) e.g. database
down, listener down, or pro-active alerts “about to have problems”, Data Guard
monitoring, etc.
a.
Contractor has built, developed and will make Polaris, a proprietary
monitoring tool specifically built for Oracle Database, Oracle Middleware
(including Security and Weblogic, etc.), Oracle Exadata and Oracle
Hardware available to CDE to monitor and fix database issues.
b.
Contractor shall include this platform.
4.
Work with CDE to provide performance tuning and recommended fixes including
SQL queries as well as Oracle architectural features and functions.
5.
Provide Recovery Manager (RMAN) Backup and Recovery support.
6.
Provide Dataguard Support and Monitoring.
7.
Perform one-off patch support and critical security updates.
8.
Interact with and provide support and guidance to the CDE architecture and
application development teams for the use of Oracle advanced features and
functions.
Page 8 of 37
D.
E.
9.
Provide Polaris in conjunction with Oracle Enterprise Manager, to monitor
methodologies, technologies, and capabilities.
10.
Integrate Exadata with Oracle Support on a real-time basis to ensure that
hardware problems are remediated immediately.
Project Management
1.
Contractor shall provide weekly status updates via teleconference calls with CDE.
2.
Contractor will be responsible for providing measures of success for the
recommended processes including user acceptance testing as well as gates with
evaluation criteria related to specific tasks and milestones.
3.
All Contractor personnel must adhere to the development process agreed to by the
CDE Project Manager and/or Project Team. And the systems requirements
defined by the Project Team.
4.
Documents prepared by Contractor will be reviewed and agreed to by CDE and
the Project Team.
5.
Contractor shall meet with the CDE Project Manager and CDE leadership on a
monthly basis to review project.
6.
Contractor is an Exadata Database Machine Specialized Partner (Platinum Partner
or above).
7.
Contractor shall be onsite when required, and shall have senior consultants
available in less than 4 hours to help address critical problems.
Key Personnel
1.
2.
Contractor shall make the following staff available to perform the services:
a.
Greg Hoggatt, Project Manager
b.
Johanna Jonsdottir, Business Analyst
c.
Niklas Iveslatt, Technical Architect
d.
Ed Kline, Linda Seley, Kathy Robb, and Gary Garrison to perform
managed services
Throughout the life of this Contract and any extensions, changes to the assigned
key personnel, except for those resulting from separation of services, shall require
prior written consent by CDE. In the event that CDE requests removal of specific
Contractor personnel, the Contractor shall provide acceptable replacement(s) with
no impact to the project. Replacement(s) shall have qualifications which meet or
Page 9 of 37
exceed the original staff member proposed or the staff member holding the
position previously and shall be approved by CDE.
F.
Employees
All persons employed by Contractor or Subcontractors to perform Work under this
Contract shall be Contractor’s or Subcontractors’ employee(s) for all purposes hereunder
and shall not be employees of the State for any purpose as a result of this Contract.
VII.
PAYMENTS TO CONTRACTOR
The State shall, in accordance with the provisions of this section, pay Contractor in the amounts
and using the methods set forth below:
Quantity
Oracle
Product
1
7106656
1
7106680
Description
Category
Cost
Exadata Database Machine
X4-2 model family
Exadata Database Machine
X4-2 base rack
Hardware
$0
Hardware
$0
$0
1
B58121
Oracle Premier Support for
Systems
Service
1
7106707
Exadata Database Machine
X4-2 HC Eighth Rack
Hardware
$167,200
1
B58121
Oracle Premier Support for
Systems
Service
$20,064
1
6440A
Two 3-Phase low voltage 15
KVA PDU's with eP4W-IP67
Hardware
$0
1
7110242
Spare: one 4 TB 7200 rpm
3.5-inch SAS-2 HDD
Hardware
$0
1
7110243
Spare: Flash Accelerator F80
PCIe card
Hardware
$0
1
B67134
Associated Installation
expenses
Service
$3,000
1
B74194
Oracle Standard System
Installation Service, Site
Audit: Engineered Systems Group II
Service
$3,780
Page 10 of 37
Quantity
Oracle
Product
Description
Category
1
B66858
Oracle Exadata Eighth Rack
Configuration Service with
onsite delivery
Service
4
X2124A-N QSFP parallel fiber options
short wave transceiver
Hardware
Cost
$9,450
$4,848.80
4
B58121
Oracle premier support for
systems
Service
$581.86
4
B59411
Hardware freight fee
Freight
$1.12
1
B59411
Hardware freight fee
Freight
$1,123.58
1
7106656
Exadata Database Machine
X4-2 model family
Hardware
$0
1
7106680
Exadata Database Machine
X4-2 base rack
Hardware
$0
1
B58121
Oracle Premier Support for
Systems
Service
$0
1
7106707
Exadata Database Machine
X4-2 HC Eighth Rack
Hardware
$167,200
1
B58121
Oracle Premier Support for
Systems
Service
$20,064
1
6440A
Two 3-Phase low voltage 15
KVA PDU's with eP4W-IP67
Hardware
$0
1
7110242
Spare: one 4 TB 7200 rpm
3.5-inch SAS-2 HDD
Hardware
$0
1
7110243
Spare: Flash Accelerator F80
PCIe card
Hardware
$0
1
B67134
Associated Installation
expenses
Service
$3,000
1
B74194
Oracle Standard System
Installation Service, Site
Audit: Engineered Systems -
Service
$3,780
Page 11 of 37
Quantity
1
4
Oracle
Product
B66858
Description
Group II
Oracle Exadata Eighth Rack
Configuration Service with
onsite delivery
X2124A-N QSFP parallel fiber options
short wave transceiver
Category
Service
Hardware
Cost
$9,450
$4,848.80
4
B58121
Oracle premier support for
systems
Service
$581.86
4
B59411
Hardware freight fee
Freight
$1.12
1
B59411
Hardware freight fee
Freight
$1,123.58
SUBTOTAL
Page 12 of 37
$420,098.72
Payment for hardware will be made upon receipt and inspection of the hardware, within
45 days of receipt of an invoice.
Quantity
Oracle
Product
Description
Category
100,000
0QMQ
Oracle
Access
(OAAM)
User
Adaptive Software license /
Manager perpetual
– External
$180,000
100,000
A97163
External User update Software
update
license and support
license and support
/ one year
$39,600
600
0QMQ
Oracle
Access
(OAAM)
User
license
$4,500
600
A97163
Internal User update Software
update
license and support
license and support
/ one year
$990
A97163
Oracle back support
fees
Oracle
partitioning License / perpetual
processor
$5,094.17
Adaptive Software
Manager /perpetual
– Internal
Cost
12
0374
`1
A97163
Software update license Software
update
and support
license and support
/ one year
$9,108
36
0SJN
Exadata Storage Server Software license /
Software with Linux perpetual
Support
$108,000
36
A97163
Software update license Software
update
and support
license and support
/ one year
$23,760
Migration credit/support fee
SUBTOTAL
$41,400
($48,000)
$364,452.17
Payment for software will be made upon receipt and installation of the software, within 45 days
of receipt of an invoice.
Page 13 of 37
Migrations Services
Database Migration: $39,900 (285 hours)
Oracle Adaptive Access Manager (OAAM) Migration: $50,000 (360 hours) Cost derived from
the number of hours it takes to implement
Managed Services
Year 1: $10,000 a month x 12 months = $120,000
Hardware/freight
Software/licenses
Database migration
OAAM migration
Managed services
= $420,098.72
= $364,452.17
= $39,900
= $50,000
= $120,000
TOTAL
= $994,450.89
Payment for Services shall be made upon completion and acceptance of Services, within 45 days
of receipt of an invoice.
A.
Maximum Amount
The maximum amount payable under this Contract to Contractor by the State is
$994,450.89 as determined by the State from available funds. Payments to Contractor are
limited to the unpaid obligated balance of the Contract.
B.
Payment
1.
Advance, Interim and Final Payments
Any advance payment allowed under this Contract shall comply with State Fiscal
Rules and be made in accordance with the provisions of this Contract or such
Exhibit. Contractor shall initiate any payment requests by submitting invoices to
the State in the form and manner set forth in approved by the State.
2.
Interest
The State shall fully pay each invoice within 45 days of receipt thereof if the
amount invoiced represents performance by Contractor previously accepted by
the State. Uncontested amounts not paid by the State within 45 days shall bear
interest on the unpaid balance beginning on the 46th day at a rate not to exceed
one percent per month until paid in full; provided, however, that interest shall not
accrue on unpaid amounts that are subject to a good faith dispute. Contractor shall
invoice the State separately for accrued interest on delinquent amounts. The
billing shall reference the delinquent payment, the number of day’s interest to be
paid and the interest rate.
Page 14 of 37
3.
Available Funds-Contingency-Termination
The State is prohibited by law from making commitments beyond the term of the
State’s current fiscal year. Therefore, Contractor’s compensation beyond the
State’s current Fiscal Year is contingent upon the continuing availability of State
appropriations as provided in the Colorado Special Provisions. If federal funds are
used to fund this Contract, in whole or in part, the State’s performance hereunder
is contingent upon the continuing availability of such funds. Payments pursuant to
this Contract shall be made only from available funds encumbered for this
Contract and the State’s liability for such payments shall be limited to the amount
remaining of such encumbered funds. If State or federal funds are not
appropriated, or otherwise become unavailable to fund this Contract, the State
may terminate this Contract immediately, in whole or in part, without further
liability in accordance with the provisions hereof.
4.
Erroneous Payments
At the State’s sole discretion, payments made to Contractor in error for any
reason, including, but not limited to overpayments or improper payments, and
unexpended or excess funds received by Contractor, may be recovered from
Contractor by deduction from subsequent payments under this Contract or other
contracts, grants or agreements between the State and Contractor or by other
appropriate methods and collected as a debt due to the State. Such funds shall not
be paid to any party other than the State.
VIII. REPORTING – NOTIFICATION
Reports, Evaluations, and Reviews required under this Section shall be in accordance with the
procedures of and in such form as prescribed by the State.
A.
Performance, Progress, Personnel, and Funds
Contractor shall submit a report to the State upon expiration or sooner termination of this
Contract, containing an Evaluation and Review of Contractor’s performance and the final
status of Contractor's obligations hereunder.
B.
Litigation Reporting
Within 10 days after being served with any pleading in a legal action filed with a court or
administrative agency, related to this Contract or which may affect Contractor’s ability to
perform its obligations hereunder, Contractor shall notify the State of such action and
deliver copies of such pleadings to the State’s principal representative as identified
herein. If the State’s principal representative is not then serving, such notice and copies
shall be delivered to the Deputy Commissioner of CDE.
Page 15 of 37
C.
Performance Outside the State of Colorado and/or the United States
[Not applicable if Contract Funds include any federal funds] Following the Effective
Date, Contractor shall provide written notice to the State, in accordance with Section XVI
(Notices and Representatives), within 20 days of the earlier to occur of Grantee’s
decision to perform, or its execution of an agreement with a Subcontractor to perform,
Services outside the State of Colorado and/or the United States. Such notice shall specify
the type of Services to be performed outside the State of Colorado and/or the United
States and the reason why it is necessary or advantageous to perform such Services at
such location or locations. All notices received by the State pursuant to this Section
VIII.C shall be posted on the Colorado Department of Personnel & Administration’s
website. Knowing failure by Contractor to provide notice to the State under this Section
VIII.C shall constitute a material breach of this Contract.
D.
Noncompliance
Contractor’s failure to provide reports and notify the State in a timely manner in
accordance with this Section may result in the delay of payment of funds and/or
termination as provided under this Contract.
E.
Subcontracts
Copies of any and all subcontracts entered into by Contractor to perform its obligations
hereunder shall be submitted to the State or its principal representative upon request by
the State. Any and all subcontracts entered into by Contractor related to its performance
hereunder shall comply with all applicable federal and state laws and shall provide that
such subcontracts be governed by the laws of the State of Colorado.
IX.
CONTRACTOR RECORDS
A.
Maintenance
Contractor shall make, keep, maintain, and allow inspection and monitoring by the State
of a complete file of all records, documents, communications, notes and other written
materials, electronic media files, and communications, pertaining in any manner to the
Work or the delivery of Services or Goods hereunder. Contractor shall maintain such
records until the last to occur of: (i) a period of three years after the date this Contract
expires or is sooner terminated, or (ii) final payment is made hereunder, or (iii) the
resolution of any pending Contract matters, or (iv) if an audit is occurring, or Contractor
has received notice that an audit is pending, until such audit has been completed and its
findings have been resolved (collectively, the Record Retention Period).
B.
Inspection
Contractor shall permit the State, the federal government and any other duly authorized
agent of a governmental agency to audit, inspect, examine, excerpt, copy and/or
Page 16 of 37
transcribe Contractor's records related to this Contract during the Record Retention
Period for a period of three years following termination of this Contract or final payment
hereunder, whichever is later, to assure compliance with the terms hereof or to evaluate
performance hereunder. The State reserves the right to inspect the Work at all reasonable
times and places during the term of this Contract, including any extensions or renewals. If
the Work fails to conform with the requirements of this Contract, the State may require
Contractor promptly to bring the Work into conformity with Contract requirements, at
Contractor’s sole expense. If the Work cannot be brought into conformance by reperformance or other corrective measures, the State may require Contractor to take
necessary action to ensure that future performance conforms to Contract requirements
and exercise the remedies available under this Contract, at law or in equity, in lieu of or
in conjunction with such corrective measures.
C.
Monitoring
Contractor shall permit the State, the federal government, and governmental agencies
having jurisdiction, in their sole discretion, to monitor all activities conducted by
Contractor pursuant to the terms of this Contract using any reasonable procedure,
including, but not limited to: internal evaluation procedures, examination of program
data, special analyses, on-site checking, formal audit examinations, or any other
procedures. All monitoring controlled by the State shall be performed in a manner that
shall not unduly interfere with Contractor’s performance hereunder.
D.
Final Audit Report
If an audit is performed on Contractor’s records for any fiscal year covering a portion of
the term of this Contract, Contractor shall submit a copy of the final audit report to the
State or its principal representative at the address specified herein.
X.
CONFIDENTIAL INFORMATION-STATE RECORDS
Contractor shall comply with and shall cause each of its Subcontractors and any other party
performing Work under this Contract to comply with the provisions of this Section if it becomes
privy to Confidential Information and/or State Data and Records in connection with its
performance hereunder.
A.
Confidentiality
Contractor shall keep all Confidential Information confidential at all times and comply
with all laws and regulations concerning confidentiality of Confidential Information. Any
request or demand by a third party for Confidential Information and/or State Data and
Records in the possession of Contractor shall be immediately forwarded to the State’s
principal representative.
B.
Notification
Contractor shall notify its agent, employees, Subcontractors and assigns who may come
Page 17 of 37
into contact with Confidential Information that each is subject to the confidentiality
requirements set forth herein, and shall provide each with a written explanation of such
requirements before permitting them to access such Confidential Information.
C.
Use, Security, and Retention
Confidential Information and/or State Data and Records of any kind shall not be
distributed or sold to any third party or used by Contractor or its agents in any way,
except as authorized by this Contract or approved in writing by the State. Contractor shall
provide and maintain a secure environment that ensures confidentiality of all Confidential
Information and/or State Data and Records wherever located. Confidential Information
and/or State Data and Records shall not be retained in any files or otherwise by
Contractor or its agents, except as permitted in this Contract or approved in writing by the
State. All Confidential Information and/or State Data and Records of any kind shall be
stored, processed, or transferred only in or to facilities located within the United States.
D.
Protection
If Contractor provides physical or logical storage, processing or transmission of
Confidential Information and/or State Data and Records, Contractor shall provide, and
shall cause its Subcontractors to provide, physical and logical protection for State
hardware, software, applications and data that meet or exceed industry standards and
requirements as set forth in the Contract. Contractor shall provide the State with access,
subject to Contractor’s reasonable access security requirements, seven (7) days a week,
twenty-four (24) hours a day, for the purpose of inspecting and monitoring access and use
of Confidential Information, State Data and Records, maintaining State systems, and
evaluating physical and logical security control effectiveness. Contractor, if it retains,
stores, or is given Confidential Information and/or State Data and Records, at all times
shall maintain, and shall cause its Subcontractor’s to maintain, network, system, and
application security, which includes network firewalls, intrusion detection, and annual
security testing. Contractor, if it retains, stores, or is given Confidential Information
and/or State Data and Records, shall comply and shall cause its Subcontractors to
comply, with State and federal regulations and guidelines related to security,
confidentiality and auditing. Contractor, if it retains, stores, or is given Confidential
Information and/or State Data and Records shall ensure, and shall cause its
Subcontractors to ensure, that security is not compromised by unauthorized access to
computers, program, software, databases, or other electronic environments and shall
promptly report all breaches or attempted breaches to a representative of the Office of
Information Security (“OIS”). Neither Contractor nor its Subcontractors shall have any
rights to use or access any Governor’s Office of Information Technology (“OIT”) or
other State agency data or information, except with the prior approval of OIT or the State.
Contractor shall review, on a semi-annual basis, the Colorado Cyber Security Program
(CCSP), posted at http://www.colorado.gov/cs/Satellite/Cyber/CISO/1207820732279,
and its related documents, including its policies and procedures to ensure compliance
with the standards and guidelines published therein. Contractor shall cooperate, and shall
cause its Subcontractors to cooperate, with the performance of security audit and
penetration tests by OIS or its delegate. Contractor shall follow, and shall cause its
Page 18 of 37
Subcontractors to follow, the State’s Data Handling and Disposal policy, which can be
found at www.colorado.gov/oit/security_policies. Contractor shall perform, and shall
cause its Subcontractor’s to perform, in a form reasonably acceptable to the State, current
background checks on all of its respective employees and agents performing services or
having access to State Confidential Information and/or State Data and Records provided
under this Contract. A background check performed within thirty (30) days prior to the
date such employee or agent begins performance or obtains access shall be deemed to be
current.
E.
Security-Notice
Contractor is responsible for the security of all Confidential Information and/or State
Data and Records provided to it by the State. If Confidential Information and/or State
Data and Records is provided to Contractor or any Subcontractor by the State, Contractor
shall comply with and shall cause its Subcontractors to comply with the State’s Cyber
Security Policies, which the OIS has promulgated pursuant to CRS §§24-37.5-401
through 406 and 8 CCR §1501-5.
The Policies are posted at
http://www.colorado.gov/cs/Satellite/Cyber/CISO/1207820732279.
F.
Security Breach Remediation
If Contractor becomes aware of a data security breach involving any Confidential
Information and/or State Data and Records that Contractor has received from the State
(“Security Breach”), it shall notify the State immediately and cooperate with the State
regarding recovery, remediation, and the necessity to involve law enforcement, if any.
Unless Contractor can establish that Contractor or any of its Subcontractors is not the
cause or source of the Security Breach, Contractor shall be responsible for the cost of
notifying each Colorado resident and residents of other states whose personal information
may have been compromised by the Security Breach. Notice shall be made as soon as
possible within the legitimate needs of law enforcement and according to the
requirements of the State. Contractor shall be responsible for performing an analysis to
determine the cause of the Security Breach, and for producing a remediation plan to
reduce the risk of incurring a similar type of breach in the future. Contractor shall present
such analysis and remediation plan to the State within ten (10) days of notifying the State
of the Security Breach. The State reserves the right to adjust this plan, in its sole
discretion. If Contractor cannot produce the required analysis and plan within the allotted
time, the State, in its sole discretion, may perform such analysis, produce a remediation
plan, and Contractor shall reimburse the State for the reasonable costs thereof.
G.
Disclosure-Liability
Disclosure of Confidential Information and/or State Data and Records by Contractor or
any Subcontractor for any reason may be cause for legal action by third parties against
Contractor, the State or their respective agents. Contractor shall indemnify, save, and
hold harmless the State, its employees and agents, against any and all claims, damages,
liability and court awards including costs, expenses, and attorney fees and related costs,
incurred as a result of any act or omission by Contractor, or its employees, agents,
Page 19 of 37
Subcontractors, or assignees pursuant to this Section. Notwithstanding any other
provision of this Contract, Contractor shall be liable to the State for all consequential and
incidental damages arising from a Security Breach. The Work under this Contract may
require the State to supply data to the Contractor that contains PII. The State, in its sole
discretion may securely deliver data that contains PII, Confidential Information and/or
State Data and Records directly to the facility where such data is used to perform the
Work. PII, Confidential Information and/or State Data and Records is not to be
maintained or forwarded to or from any other facility or location except for the
authorized and approved purposes of backup and disaster recovery purposes. The
Contractor shall ensure that PII, Confidential Information and/or State Data and Records
is not retained beyond timeframes established by the State.
H.
End of Agreement Data Handling
Upon request by the State made before or within sixty (60) days after the effective date of
termination of the Contract, Contractor will make available to the State a complete and
secure (i.e. encrypted and appropriately authenticated), download file of all system data
in XML format, or other format as agreed to by the Parties in writing, including all
schema and transformation definitions, and/or delimited text files with documented,
detailed schema definitions along with attachments in their native format. The Parties
agree that on the termination of the provision of data processing services, the Contractor
shall, at the choice of the State, return all data, records, PII, Confidential Information
and/or State Data and Records transferred, and the copies thereof to the State, or shall
destroy all the data, records, PII, Confidential Information and/or State Data and Records
and certify to the State that it has done so, unless legislation imposed upon the Contractor
prevents it from returning or destroying all or part of the data, records, PII, Confidential
Information and/or State Data and Records transferred. In that case, the Contractor
warrants that it will guarantee the confidentiality of PII, Confidential Information and/or
State Data and Records transferred and will not actively process the data transferred
anymore.
I.
Disposition of Data
The State retains the right to use the established operational services to access and
retrieve Confidential Information and/or State Data and Records stored on Contractor’s
infrastructure at its sole discretion. The Contractor and Subcontractor warrant that upon
request of the State and/or of the supervisory authority, the Contractor will submit its data
processing facilities for an audit of the measures referred to in §IX.D. The State reserves
all right, title and interest, including all intellectual property and proprietary rights, in and
to system data, Confidential Information, State Data and Records and content.
J.
Safeguarding Personal Identifiable Information (PII)
If Contractor or any of its Subcontractors will or may receive PII under the Contract,
Contractor shall provide for the security of such PII, in a form acceptable to the State,
including, without limitation, non-disclosure, use of appropriate technology, security
practices, computer access security, data access security, data storage encryption, data
Page 20 of 37
transmission encryption, security inspections and audits. Contractor shall take full
responsibility for the security of all data in its possession or in the possession of its
Subcontractors, and shall hold the State harmless for any damages or liabilities resulting
from the unauthorized disclosure of loss thereof.
XI.
CONFLICTS OF INTEREST
Contractor shall not engage in any business or personal activities or practices or maintain any
relationships which conflict in any way with the full performance of Contractor’s obligations
hereunder. Contractor acknowledges that with respect to this Contract, even the appearance of a
conflict of interest is harmful to the State’s interests. Absent the State’s prior written approval,
Contractor shall refrain from any practices, activities or relationships that reasonably appear to
be in conflict with the full performance of Contractor’s obligations to the State hereunder. If a
conflict or appearance exists, or if Contractor is uncertain whether a conflict or the appearance of
a conflict of interest exists, Contractor shall submit to the State a disclosure statement setting
forth the relevant details for the State’s consideration. Failure to promptly submit a disclosure
statement or to follow the State’s direction in regard to the apparent conflict constitutes a breach
of this Contract.
XII.
REPRESENTATIONS AND WARRANTIES
Contractor makes the following specific representations and warranties, each of which was relied
on by the State in entering into this Contract.
A.
Standard and Manner of Performance
Contractor shall perform its obligations hereunder in accordance with the highest
standards of care, skill and diligence in Contractor’s industry, trade, or profession and in
the sequence and manner set forth in this Contract.
B.
Legal Authority – Contractor Signatory
Contractor warrants that it possesses the legal authority to enter into this Contract and
that it has taken all actions required by its procedures, and by-laws, and/or applicable
laws to exercise that authority, and to lawfully authorize its undersigned signatory to
execute this Contract, or any part thereof, and to bind Contractor to its terms. If requested
by the State, Contractor shall provide the State with proof of Contractor’s authority to
enter into this Contract within 15 days of receiving such request.
C.
Licenses, Permits, Etc.
Contractor represents and warrants that as of the Effective Date it has, and that at all
times during the term hereof it shall have and maintain, at its sole expense, all licenses,
certifications, approvals, insurance, permits, and other authorizations required by law to
perform its obligations hereunder. Contractor warrants that it shall maintain all necessary
licenses, certifications, approvals, insurance, permits, and other authorizations required to
Page 21 of 37
properly perform this Contract, without reimbursement by the State or other adjustment
in Contract Funds. Additionally, all employees, agents, and Subcontractors of Contractor
performing Services under this Contract shall hold all required licenses or certifications,
if any, to perform their responsibilities. Contractor, if a foreign corporation or other
foreign entity transacting business in the State of Colorado, further warrants that it
currently has obtained and shall maintain any applicable certificate of authority to
transact business in the State of Colorado and has designated a registered agent in
Colorado to accept service of process. Any revocation, withdrawal or non-renewal of
licenses, certifications, approvals, insurance, permits or any such similar requirements
necessary for Contractor to properly perform the terms of this Contract is a material
breach by Contractor and constitutes grounds for termination of this Contract.
XIII. INSURANCE
Contractor and its Subcontractors shall obtain and maintain insurance as specified in this section
at all times during the term of this Contract. All policies evidencing the insurance coverage
required hereunder shall be issued by insurance companies satisfactory to Contractor and the
State.
A.
Contractor
1.
Public Entities
If Contractor is a "public entity" within the meaning of the Colorado
Governmental Immunity Act, C.R.S. Section 24-10-101, et seq., as amended (the
GIA), then Contractor shall maintain at all times during the term of this Contract
such liability insurance, by commercial policy or self-insurance, as is necessary to
meet its liabilities under the GIA. Contractor shall show proof of such insurance
satisfactory to the State, if requested by the State. Contractor shall require each
contract with a Subcontractor that is a public entity, to include the insurance
requirements necessary to meet such Subcontractor’s liabilities under the GIA.
2.
Non-Public Entities
If Contractor is not a "public entity" within the meaning of the GIA, Contractor
shall obtain and maintain during the term of this Contract insurance coverage and
policies meeting the same requirements set forth in Section XIII.B with respect to
subcontractors that are not "public entities".
B.
Contractors – Subcontractors
Contractor shall require each contract with Subcontractors other than those that are public
entities, providing Goods or Services in connection with this Contract, to include
insurance requirements substantially similar to the following:
1.
Worker’s Compensation
Page 22 of 37
Worker’s Compensation Insurance as required by State statute, and Employer’s
Liability Insurance covering all of Contractor or Subcontractor employees acting
within the course and scope of their employment.
2.
General Liability
Commercial General Liability Insurance written on ISO occurrence form CG 00
01 10/93 or equivalent, covering premises operations, fire damage, independent
contractors, products and completed operations, blanket contractual liability,
personal injury, and advertising liability with minimum limits as follows: (a)
$1,000,000 each occurrence; (b) $1,000,000 general aggregate; (c) $1,000,000
products and completed operations aggregate; and (d) $50,000 any one fire.
If any aggregate limit is reduced below $1,000,000 because of claims made or
paid, subcontractor shall immediately obtain additional insurance to restore the
full aggregate limit and furnish to Contractor a certificate or other document
satisfactory to Contractor showing compliance with this provision.
3.
Automobile Liability
Automobile Liability Insurance covering any auto (including owned, hired and
non-owned autos) with a minimum limit of $1,000,000 each accident combined
single limit.
4.
Privacy Insurance
Such insurance shall include, at a minimum, coverage for claims and losses with
respect to network or data risks (such as data breaches, release of confidential
information, unauthorized access/use of information, identity theft, invasion of
privacy, damage/loss/theft of data, degradation, downtime, etc.) Minimum limit of
coverage of $1,000,000.00 per occurrence and $2,000,000 aggregate.
5.
Technology Errors & Omissions
Such insurance shall cover any and all acts, errors, omissions or negligence in the
delivery, performance or non-performance of products and/or services under this
Contract. Such Technology Errors & Omissions insurance shall include, at a
minimum, coverage for claims and losses with respect to network or data risks
and intellectual property infringement, such as copyrights, trademarks, services
makes and trade dress. Minimum coverage shall be $1,000.000.00.
6.
Additional Insured
The State shall be named as additional insured on all Commercial General
Liability and Automobile Liability Insurance policies (leases and construction
contracts require additional insured coverage for completed operations on
endorsements CG 2010 11/85, CG 2037, or equivalent) required of Contractor
and any Subcontractors hereunder.
Page 23 of 37
7.
Primacy of Coverage
Coverage required of Contractor and Subcontractor shall be primary over any
insurance or self-insurance program carried by Contractor or the State.
8.
Cancellation
The above insurance policies shall include provisions preventing cancellation or
non-renewal without at least 30 days prior notice to Contractor and Contractor
shall forward such notice to the State in accordance with Section XVII (Notices
and Representatives) within seven days of Contractor’s receipt of such notice.
9.
Subrogation Waiver
All insurance policies in any way related to this Contract and secured and
maintained by Contractor or its Subcontractors as required herein shall include
clauses stating that each carrier shall waive all rights of recovery, under
subrogation or otherwise, against Contractor or the State, its agencies, institutions,
organizations, officers, agents, employees, and volunteers.
10.
Certificates
Contractor and all Subcontractors shall provide certificates showing insurance
coverage required hereunder to the State within seven business days of the
Effective Date of this Contract. No later than 15 days prior to the expiration date
of any such coverage, Contractor and each Subcontractors shall deliver to the
State or Contractor certificates of insurance evidencing renewals thereof. In
addition, upon request by the State at any other time during the term of this
Contract or any sub-contract, Contractor and each Subcontractors shall, within 10
days of such request, supply to the State evidence satisfactory to the State of
compliance with the provisions of this Section.
XIV. BREACH
In addition to any breaches specified in other sections of this Contract, the failure of either Party
to perform any of its material obligations hereunder in whole or in part or in a timely or
satisfactory manner constitutes a breach. The institution of proceedings under any bankruptcy,
insolvency, reorganization or similar law, by or against Contractor, or the appointment of a
receiver or similar officer for Contractor or any of its property, which is not vacated or fully
stayed within 20 days after the institution or occurrence thereof, shall also constitute a breach.
In the event of a breach, notice of such shall be given in writing by the aggrieved Party to the
other Party. If such breach is not cured within 30 days of receipt of written notice, or if a cure
cannot be completed within 30 days, or if cure of the breach has not begun within 30 days and
pursued with due diligence, the State may exercise any of the remedies set forth in Section XVI.
Notwithstanding anything to the contrary herein, the State, in its sole discretion, need not provide
advance notice or a cure period and may immediately terminate this Contract in whole or in part
Page 24 of 37
if reasonably necessary to preserve public safety or to prevent immediate public crisis.
XV.
REMEDIES
If Contractor is in breach under any provision of this Contract, the State shall have all of the
remedies listed in this Section in addition to all other remedies set forth in other sections of this
Contract following the notice and cure period set forth in Section XIV. The State may exercise
any or all of the remedies available to it, in its sole discretion, concurrently or consecutively.
A.
Termination for Cause and/or Breach
The State may terminate this entire Contract or any part of this Contract. Exercise by the
State of this right shall not be a breach of its obligations hereunder. Contractor shall
continue performance of this Contract to the extent not terminated, if any.
1.
Obligations and Rights
To the extent specified in any termination notice, Contractor shall not incur
further obligations or render further performance hereunder past the effective date
of such notice, and shall terminate outstanding orders and subcontracts with third
parties. However, Contractor shall complete and deliver to the State all Work,
Services and Goods not cancelled by the termination notice and may incur
obligations as are necessary to do so within this Contract’s terms. At the sole
discretion of the State, Contractor shall assign to the State all of Contractor's right,
title, and interest under such terminated orders or subcontracts. Upon termination,
Contractor shall take timely, reasonable and necessary action to protect and
preserve property in the possession of Contractor in which the State has an
interest. All materials owned by the State in the possession of Contractor shall be
immediately returned to the State. All Work Product, at the option of the State,
shall be delivered by Contractor to the State and shall become the State’s
property.
2.
Payments
The State shall reimburse Contractor only for accepted performance up to the date
of termination. If, after termination by the State, it is determined that Contractor
was not in breach or that Contractor's action or inaction was excusable, such
termination shall be treated as a termination in the public interest and the rights
and obligations of the Parties shall be the same as if this Contract had been
terminated in the public interest, as described herein.
3.
Damages and Withholding
Notwithstanding any other remedial action by the State, Contractor shall remain
liable to the State for any damages sustained by the State by virtue of any breach
under this Contract by Contractor and the State may withhold any payment to
Page 25 of 37
Contractor for the purpose of mitigating the State’s damages, until such time as
the exact amount of damages due to the State from Contractor is determined. The
State may withhold any amount that may be due Contractor as the State deems
necessary to protect the State against loss, including loss as a result of outstanding
liens, claims of former lien holders, or for the excess costs incurred in procuring
similar goods or services. Contractor shall be liable for excess costs incurred by
the State in procuring from third parties replacement Work, Services or substitute
Goods as cover.
B.
Early Termination in the Public Interest
The State is entering into this Contract for the purpose of carrying out the public policy of
the State of Colorado, as determined by its Governor, General Assembly, and/or Courts.
If this Contract ceases to further the public policy of the State, the State, in its sole
discretion, may terminate this Contract in whole or in part. Exercise by the State of this
right shall not constitute a breach of the State’s obligations hereunder. This subsection
shall not apply to a termination of this Contract by the State for cause or breach by
Contractor, which shall be governed by Section XV.A or as otherwise specifically
provided for herein.
1.
Method and Content
The State shall notify Contractor of such termination. The notice shall specify the
effective date of the termination and whether it affects all or a portion of this
Contract.
2.
Obligations and Rights
Upon receipt of a termination notice, Contractor shall be subject to and comply
with the same obligations and rights set forth in Section XV.A.1.
3.
Payments
If this Contract is terminated by the State pursuant to this Section XV.B,
Contractor shall be paid an amount which bears the same ratio to the total
reimbursement under this Contract as Contractor’s obligations that were
satisfactorily performed bear to the total obligations set forth in this Contract, less
payments previously made. Additionally, if this Contract is less than 60%
completed, the State may reimburse Contractor for a portion of actual out-ofpocket expenses (not otherwise reimbursed under this Contract) incurred by
Contractor which are directly attributable to the uncompleted portion of
Contractor’s obligations hereunder; provided that the sum of any and all
reimbursement shall not exceed the maximum amount payable to Contractor
hereunder.
C.
Remedies Not Involving Termination
The State, in its sole discretion, may exercise one or more of the following remedies in
Page 26 of 37
addition to other remedies available to it:
1.
Suspend Performance
Suspend Contractor’s performance with respect to all or any portion of this
Contract pending necessary corrective action as specified by the State without
entitling Contractor to an adjustment in price/cost or performance schedule.
Contractor shall promptly cease performance and incurring costs in accordance
with the State’s directive and the State shall not be liable for costs incurred by
Contractor after the suspension of performance under this provision.
2.
Withhold Payment
Withhold payment to Contractor until corrections in Contractor’s performance are
satisfactorily made and completed.
3.
Deny Payment
Deny payment for those obligations not performed that, due to Contractor’s
actions or inactions, cannot be performed or, if performed, would be of no value
to the State; provided, that any denial of payment shall be reasonably related to
the value to the State of the obligations not performed.
4.
Removal
Notwithstanding any other provision herein, the State may demand immediate
removal of any of Contractor’s employees, agents, or subcontractors whom the
State deems incompetent, careless, insubordinate, unsuitable, or otherwise
unacceptable, or whose continued relation to this Contract is deemed to be
contrary to the public interest or the State’s best interest.
5.
Intellectual Property
If Contractor infringes on a patent, copyright, trademark, trade secret or other
intellectual property right while performing its obligations under this Contract,
Contractor shall, at the State’s option (a) obtain for the State or Contractor the
right to use such products and services; (b) replace any Goods, Services, or other
product involved with non-infringing products or modify them so that they
become non-infringing; or, (c) if neither of the foregoing alternatives are
reasonably available, remove any infringing Goods, Services, or products and
refund the price paid therefore to the State.
XVI. NOTICES AND REPRESENTATIVES
Each individual identified below is the principal representative of the designating Party. All
notices required to be given hereunder shall be hand delivered with receipt required or sent by
certified or registered mail to such Party’s principal representative at the address set forth below.
Page 27 of 37
In addition to, but not in lieu of a hard-copy notice, notice also may be sent by e-mail to the email addresses, if any, set forth below. Either Party may from time to time designate by written
notice substitute addresses or persons to whom such notices shall be sent. Unless otherwise
provided herein, all notices shall be effective upon receipt.
State:
Corey Kispert
Department of Education
201 East Colfax
Denver, Colorado 80203
303.866.6928
[email protected]
Contractor:
Niklas Iveslatt
Arisant LLC
383 Inverness Parkway , Suite 175
Englewood, Colorado 80112
303.330.4065
[email protected]
XVII. RIGHTS IN DATA, DOCUMENTS, AND COMPUTER SOFTWARE
Except to the extent specifically provided elsewhere in this Contract, any Confidential
Information, State Data and Records, software, research, reports, studies, data, photographs,
negatives or other documents, drawings, models, materials, or Work Product of any type,
including drafts, prepared by Contractor in the performance of its obligations under this Contract
shall be the exclusive property of the State and, all Work Product shall be delivered to the State
by Contractor upon completion or termination hereof. The State’s exclusive rights in such Work
Product shall include, but not be limited to, the right to copy, publish, display, transfer, and
prepare derivative works. Contractor shall not use, willingly allow, cause or permit such Work
Product to be used for any purpose other than the performance of Contractor’s obligations
hereunder without the prior written consent of the State. Contractor shall retain the exclusive
rights and ownership of the licensed products, including all associated source code, machine
code, text images, audio and/or video. Contractor shall not extend such rights to any secondary
or tertiary parties. Contractor retains all right and title to any licensed software, pre-existing
Contractor materials, third-party materials, open source software, and derivatives thereof,
delivered by Contractor under the Contract, whether incorporated in a deliverable or necessary to
use a deliverable (“Contractor Property”). Contractor Property will be licensed to the State as set
forth in a license agreement: (i) entered into as exhibits to this Contract, or (ii) obtained by the
State from the applicable third party vendor, or (iii) in the case of open source software, the
license terms set forth in the applicable open source license agreement.
Page 28 of 37
XVIII. GOVERNMENTAL IMMUNITY
Liability for claims for injuries to persons or property arising from the negligence of the State of
Colorado, its departments, institutions, agencies, boards, officials, and employees is controlled
and limited by the provisions of the Governmental Immunity Act Section 24-10-101, et seq. and
the risk management statutes, C.R.S. Section 24-30-1501, et seq., as amended.
XIX. STATEWIDE CONTRACT MANAGEMENT SYSTEM
If the maximum amount payable to Contractor under this Contract is $100,000 or greater, either
on the Effective Date or at anytime thereafter, this Section applies.
Contractor agrees to be governed, and to abide, by the provisions of C.R.S. Section 24-102-205,
Section 24-102-206, Section 24-103-601, Section 24-103.5-101 and Section 24-105-102
concerning the monitoring of vendor performance on state contracts and inclusion of contract
performance information in a statewide contract management system.
Contractor’s performance shall be subject to Evaluation and Review in accordance with the
terms and conditions of this Contract, State law, including C.R.S. Section 24-103.5-101, and
State Fiscal Rules, Policies and Guidance. Evaluation and Review of Contractor’s performance
shall be part of the normal contract administration process and Contractor’s performance will be
systematically recorded in the statewide Contract Management System. Areas of Evaluation and
Review shall include, but shall not be limited to quality, cost and timeliness. Collection of
information relevant to the performance of Contractor’s obligations under this Contract shall be
determined by the specific requirements of such obligations and shall include factors tailored to
match the requirements of Contractor’s obligations. Such performance information shall be
entered into the statewide Contract Management System at intervals established herein and a
final Evaluation, Review and Rating shall be rendered within 30 days of the end of the Contract
term. Contractor shall be notified following each performance Evaluation and Review, and shall
address or correct any identified problem in a timely manner and maintain work progress.
Should the final performance Evaluation and Review determine that Contractor demonstrated a
gross failure to meet the performance measures established hereunder, the Executive Director of
the Colorado Department of Personnel and Administration (Executive Director), upon request by
CDE, and showing of good cause, may debar Contractor and prohibit Contractor from bidding on
future contracts. Contractor may contest the final Evaluation, Review and Rating by: (a) filing
rebuttal statements, which may result in either removal or correction of the evaluation (C.R.S.
Section 24-105-102(6)), or (b) under C.R.S. Section-105-102(6), exercising the debarment
protest and appeal rights provided in C.R.S. Sections 24-109-106, 107, 201 or 202, which may
result in the reversal of the debarment and reinstatement of Contractor, by the Executive
Director, upon showing of good cause.
Page 29 of 37
XX.
GENERAL PROVISIONS
A.
Assignment and Subcontracts
Contractor’s rights and obligations hereunder are personal and may not be transferred,
assigned or subcontracted without the prior, written consent of the State. Any attempt at
assignment, transfer, subcontracting without such consent shall be void. All assignments,
subcontracts, or Subcontractors approved by Contractor or the State are subject to all of
the provisions hereof. Contractor shall be solely responsible for all aspects of
subcontracting arrangements and performance.
B.
Binding Effect
Except as otherwise provided in Section XX.A, all provisions herein contained, including
the benefits and burdens, shall extend to and be binding upon the Parties’ respective
heirs, legal representatives, successors, and assigns.
C.
Captions
The captions and headings in this Contract are for convenience of reference only, and
shall not be used to interpret, define, or limit its provisions.
D.
Counterparts
This Contract may be executed in multiple identical original counterparts, all of which
shall constitute one agreement.
E.
Entire Understanding
This Contract represents the complete integration of all understandings between the
Parties and all prior representations and understandings, oral or written, are merged
herein. Prior or contemporaneous additions, deletions, or other changes hereto shall not
have any force or affect whatsoever, unless embodied herein.
F.
Indemnification
1.
General
Contractor shall indemnify, save, and hold harmless the State, its employees and
agents, against any and all claims, damages, liability and court awards including
costs, expenses, and attorney fees and related costs, incurred as a result of any act
or omission by Contractor, or its employees, agents, subcontractors, or assignees
pursuant to the terms of this Contract; however, the provisions hereof shall not be
construed or interpreted as a waiver, express or implied, of any of the immunities,
rights, benefits, protection, or other provisions, of the Colorado Governmental
Immunity Act, C.R.S. 24-10-101 et seq., or the Federal Tort Claims Act, 28
U.S.C. 2671 et seq., as applicable, as now or hereafter amended.
Page 30 of 37
2.
Intellectual Property
Contractor shall indemnify, hold harmless and defend, at Contractor’s sole
expense, the State and its employees and agents against any and all loss, cost,
expenses or liability, including but not limited to attorney’s fees, court costs and
other legal expenses and damages arising out of a claim that any Goods or
Services, software or Work Product provided by Contractor under this Contract,
or the use thereof, infringes a patent, copyright, trademark, trade secret, or any
other intellectual property right. Contractor’s obligation hereunder shall not
extend to the combination of Goods with any other product, system or method,
unless the other product, system or method is (a) provided by Contractor or
Contractor’s subsidiaries or affiliates, or (b) specified by Contractor to work with
the Product, or (c) reasonably required in order to use the Goods in its intended
manner and the infringement could not have been avoided by substituting another
reasonably available product, system or method capable of performing the same
function, or (d) is reasonably expected to be used in combination with the Goods.
G.
Jurisdiction and Venue
All suits or actions related to this Contract shall be filed and proceedings held in the State
of Colorado and exclusive venue shall be in the City and County of Denver.
H.
Modification
1.
By the Parties
Except as specifically provided in this Contract, modifications of this Contract
shall not be effective unless agreed to in writing by both Parties in an amendment
to this Contract, properly executed and approved in accordance with applicable
Colorado State law, State Fiscal Rules.
2.
By Operation of Law
This Contract is subject to such modifications as may be required by changes in
Federal or Colorado State law, or their implementing regulations. Any such
required modification automatically shall be incorporated into and be part of this
Contract on the effective date of such change, as if fully set forth herein.
I.
Order of Precedence
1.
The provisions of this Contract shall govern the relationship of the State and
Contractor. In the event of conflicts or inconsistencies between this Contract and
its exhibits and attachments, including, but not limited to, those provided by
Contractor, such conflicts or inconsistencies shall be resolved by reference to the
documents in the following order of priority:
a.
Colorado Special Provisions.
Page 31 of 37
2.
J.
b.
The provisions of the main body of this Contract.
c.
Exhibit A, Oracle Public Sector End User Agreement.
d.
Attachments to Exhibit A, including, Oracle Hardware and Systems
Support Policies, Oracle Hardware Warranty, Oracle Software Technical
Support Policies, and Oracle Integrated Software Options License
Definitions, Rules and Metrics.
Any provision requiring the State to indemnify Contractor or in violation of State
laws, regulations, fiscal rules, or other State requirements contained in any exhibits
attached hereto, in any terms and conditions appearing on Contractor’s website,
incorporated into any click through or online agreements, or in any other document
or agreement between the Parties shall not apply to the State.
Severability
Provided this Contract can be executed and performance of the obligations of the Parties
accomplished within its intent, the provisions hereof are severable and any provision that
is declared invalid or becomes inoperable for any reason shall not affect the validity of
any other provision hereof, provided that the Parties can continue to perform their
obligations under this Contract in accordance with its intent.
K.
Survival of Certain Contract Terms
Notwithstanding anything herein to the contrary, provisions of this Contract requiring
continued performance, compliance, or effect after termination hereof, shall survive such
termination and shall be enforceable by the State if Contractor fails to perform or comply
as required.
L.
Taxes
The State is exempt from all federal excise taxes under IRC Chapter 32 (No. 84730123K) and from all State and local government sales and use taxes under C.R.S.
Sections 39-26-101 and 201 et seq. Such exemptions apply when materials are purchased
or services are rendered to benefit the State; provided however, that certain political
subdivisions (e.g., City of Denver) may require payment of sales or use taxes even
though the product or service is provided to the State. Contractor shall be solely liable for
paying such taxes as the State is prohibited from paying or reimbursing Contractor for
such taxes.
M.
Third Party Beneficiaries
Enforcement of this Contract and all rights and obligations hereunder are reserved solely
to the Parties. Any services or benefits which third parties receive as a result of this
Contract are incidental to the Contract, and do not create any rights for such third parties.
Page 32 of 37
N.
Waiver
Waiver of any breach under a term, provision, or requirement of this Contract, or any
right or remedy hereunder, whether explicitly or by lack of enforcement, shall not be
construed or deemed as a waiver of any subsequent breach of such term, provision or
requirement, or of any other term, provision, or requirement.
O.
CORA Disclosure
To the extent not prohibited by federal law, this Contract and the performance measures
and standards under C.R.S. Section 24-103.5-101, if any, are subject to public release
through the Colorado Open Records Act, C.R.S. Sections 24-72-101, et seq.
P.
Debarred or Suspended Entities.
Contractor shall not enter into any contract or subcontract in connection with this
Contract with a party that has been debarred or suspended from contracting with the
Federal Government or the State of Colorado. See Excluded Parties List System at
https://www.epls.gov
Page 33 of 37
COLORADO SPECIAL PROVISIONS
The Special Provisions apply to all Contracts except where noted in italics.
1. CONTROLLER'S APPROVAL. C.R.S. Section 24-30-202 (1).
This Contract shall not be valid until it has been approved by the Colorado State Controller or designee.
2. FUND AVAILABILITY. C.R.S. Section 24-30-202(5.5).
Financial obligations of the State payable after the current fiscal year are contingent upon funds for that
purpose being appropriated, budgeted, and otherwise made available.
3. GOVERNMENTAL IMMUNITY.
No term or condition of this Contract shall be construed or interpreted as a waiver, express or implied, of any
of the immunities, rights, benefits, protections, or other provisions, of the Colorado Governmental Immunity
Act, C.R.S. Section 24-10-101 et seq., or the Federal Tort Claims Act, 28 U.S.C. Section Section 1346(b) and
2671 et seq., as applicable now or hereafter amended.
4. INDEPENDENT CONTRACTOR
Contractor shall perform its duties hereunder as an independent contractor and not as an employee. Neither
Contractor nor any agent or employee of Contractor shall be deemed to be an agent or employee of the State.
Contractor and its employees and agents are not entitled to unemployment insurance or workers compensation
benefits through the State and the State shall not pay for or otherwise provide such coverage for Contractor or
any of its agents or employees. Unemployment insurance benefits shall be available to Contractor and its
employees and agents only if such coverage is made available by Contractor or a third party. Contractor shall
pay when due all applicable employment taxes and income taxes and local head taxes incurred pursuant to this
Contract. Contractor shall not have authorization, express or implied, to bind the State to any contract, liability
or understanding, except as expressly set forth herein. Contractor shall (a) provide and keep in force workers'
compensation and unemployment compensation insurance in the amounts required by law, (b) provide proof
thereof when requested by the State, and (c) be solely responsible for its acts and those of its employees and
agents.
5. COMPLIANCE WITH LAW.
Contractor shall strictly comply with all applicable federal and State laws, rules, and regulations in effect or
hereafter established, including, without limitation, laws applicable to discrimination and unfair employment
practices.
6. CHOICE OF LAW.
Colorado law, and rules and regulations issued pursuant thereto, shall be applied in the interpretation,
execution, and enforcement of this Contract. Any provision included or incorporated herein by reference which
conflicts with said laws, rules, and regulations shall be null and void. Any provision incorporated herein by
reference which purports to negate this or any other Special Provision in whole or in part shall not be valid or
enforceable or available in any action at law, whether by way of complaint, defense, or otherwise. Any
provision rendered null and void by the operation of this provision shall not invalidate the remainder of this
Contract, to the extent capable of execution.
Page 34 of 37
7. BINDING ARBITRATION PROHIBITED.
The State of Colorado does not agree to binding arbitration by any extra-judicial body or person. Any
provision to the contrary in this contact or incorporated herein by reference shall be null and void.
8. SOFTWARE PIRACY PROHIBITION. Governor's Executive Order D 002 00.
State or other public funds payable under this Contract shall not be used for the acquisition, operation, or
maintenance of computer software in violation of federal copyright laws or applicable licensing restrictions.
Contractor hereby certifies and warrants that, during the term of this Contract and any extensions, Contractor
has and shall maintain in place appropriate systems and controls to prevent such improper use of public funds.
If the State determines that Contractor is in violation of this provision, the State may exercise any remedy
available at law or in equity or under this Contract, including, without limitation, immediate termination of this
Contract and any remedy consistent with federal copyright laws or applicable licensing restrictions.
9. EMPLOYEE FINANCIAL INTEREST. C.R.S. Sections 24-18-201 and 24-50-507.
The signatories aver that to their knowledge, no employee of the State has any personal or beneficial interest
whatsoever in the service or property described in this Contract. Contractor has no interest and shall not
acquire any interest, direct or indirect, that would conflict in any manner or degree with the performance of
Contractor’s services and Contractor shall not employ any person having such known interests.
10. VENDOR OFFSET. C.R.S. Sections 24-30-202 (1) and 24-30-202.4.
[Not Applicable to intergovernmental agreements] Subject to C.R.S. Section 24-30-202.4 (3.5), the State
Controller may withhold payment under the State’s vendor offset intercept system for debts owed to State
agencies for: (a) unpaid child support debts or child support arrearages; (b) unpaid balances of tax, accrued
interest, or other charges specified in C.R.S. Section 39-21-101, et seq.; (c) unpaid loans due to the Student
Loan Division of the Department of Higher Education; (d) amounts required to be paid to the Unemployment
Compensation Fund; and (e) other unpaid debts owing to the State as a result of final agency determination or
judicial action.
11. PUBLIC CONTRACTS FOR SERVICES. C.R.S. Section 8-17.5-101.
[Not Applicable to Agreements relating to the offer, issuance, or sale of securities, investment advisory
services or fund management services, sponsored projects, intergovernmental Agreements, or information
technology services or products and services] Contractor certifies, warrants, and agrees that it does not
knowingly employ or contract with an illegal alien who shall perform work under this Contract and shall
confirm the employment eligibility of all employees who are newly hired for employment in the United States
to perform work under this Contract, through participation in the E-Verify Program or the State program
established pursuant to C.R.S. Section 8-17.5-102(5)(c), Contractor shall not knowingly employ or contract
with an illegal alien to perform work under this Contract or enter into a contract with a subcontractor that fails
to certify to Contractor that the subcontractor shall not knowingly employ or contract with an illegal alien to
perform work under this Contract. Contractor (a) shall not use E-Verify Program or State program procedures
to undertake pre-employment screening of job applicants while this Contract is being performed, (b) shall
notify the subcontractor and the contracting State agency within three days if Contractor has actual knowledge
that a subcontractor is employing or contracting with an illegal alien for work under this Contract, (c) shall
terminate the subcontract if a subcontractor does not stop employing or contracting with the illegal alien within
three days of receiving the notice, and (d) shall comply with reasonable requests made in the course of an
investigation, undertaken pursuant to C.R.S. Section 8-17.5-102(5), by the Colorado Department of Labor and
Employment. If Contractor participates in the State program, Contractor shall deliver to the contracting State
agency, Institution of Higher Education or political subdivision, a written, notarized affirmation, affirming that
Contractor has examined the legal work status of such employee, and shall comply with all of the other
requirements of the State program. If Contractor fails to comply with any requirement of this provision or
C.R.S. Section 8-17.5-101 et seq., the contracting State agency, institution of higher education or political
Page 35 of 37
subdivision may terminate this Contract for breach and, if so terminated, Contractor shall be liable for
damages.
12. PUBLIC CONTRACTS WITH NATURAL PERSONS. C.R.S. Section 24-76.5-101.
Contractor, if a natural person eighteen (18) years of age or older, hereby swears and affirms under penalty of
perjury that he or she (a) is a citizen or otherwise lawfully present in the United States pursuant to federal law,
(b) shall comply with the provisions of C.R.S. Section 24-76.5-101 et seq., and (c) has produced one form of
identification required by C.R.S. Section 24-76.5-103 prior to the effective date of this Contract.
SPs Effective 1/1/09
Page 36 of 37
EXHIBIT A – ORACLE PUBLIC SECTOR END USER AGREEMENT
This Exhibit A (“Oracle Public Sector End User Agreement”) is part of that certain contract
(“Contract”) by and between Arisant, LLC (“Partner” or “Reseller”) on the one hand and the
State of Colorado acting by and through the Colorado Department of Education (“CDE”,
“Customer”, “You” or “Your”) on the other hand. In the event of a conflict or inconsistency
between the Contract and this Exhibit A and its attachments, schedules, and references, such
conflict or inconsistency shall be resolved in the manner specified in §XX.I (Order of
Precedence) of the main body of the Contract.
Customers acquiring products of Oracle America, Inc. (“Oracle”) through Arisant, LLC
(“Partner”), of which Oracle is designated as a third party beneficiary, shall hold, use and operate
such property, subject to the following terms and conditions contained in this End User
Agreement (“Agreement”).
A. License Agreement Definitions
1. The term "ancillary programs" refers to third party materials specified in the documentation
which may only be used for the purposes of installing or operating the programs with which the
ancillary programs are delivered.
2. The term "documentation" refers to the user manual and installation manuals.
3. The term "programs" refers to the software product(s) owned or distributed by Oracle (except
operating system and integrated software) which you have ordered, the related documentation,
and any program updates acquired through technical support.
4. The term "hardware" refers to the new or like new computer equipment, including
components, options and spare parts.
5. The term "operating system" refers to the software product(s) owned or distributed by Oracle
(excluding the programs and integrated software) which manages your ordered hardware for
programs and other software, the related documentation, and any updates acquired through
technical support.
6. The term "integrated software" refers to any software or programmable code that is (a)
embedded or integrated in the hardware and enables the functionality of the hardware or (b)
specifically provided to the Customer by Oracle under the Contract and specifically listed (i) in
accompanying documentation, (ii) on an Oracle webpage or (iii) via a mechanism that facilitates
installation for use with the Customer’s hardware. Integrated software does not include and the
Customer does not have rights to (a) code or functionality for diagnostic, maintenance, repair or
technical support services; or (b) separately licensed applications, operating systems,
development tools, or system management software or other code that is separately licensed by
Oracle.
7. The term "integrated software options" refers to the software or programmable code owned or
distributed by Oracle which is embedded in, installed on, or activated on the hardware you have
ordered that requires one or more unit licenses that you must separately order and consists of
certain software agents, the related documentation, and any updates acquired though technical
1
support.
8. The term “separate terms” refers to separate license terms that are specified in the program
documentation, readmes or notice files and that apply to separately licensed third party
technology.
9. The term “separately licensed third party technology” refers to third party technology that is
licensed under separate terms and not under the terms of the Contract.
10. The term "technical support" refers to the annual technical support services you may have
ordered for the programs or hardware. If ordered, annual technical support (including first year
and all subsequent years) is provided under Oracle's technical support policies in effect at the
time the services are provided. You agree to cooperate with Oracle and provide the access,
resources, materials, personnel, information and consents that Oracle may require in order to
perform the technical support services. The technical support policies, incorporated in the
Contract, including this Appendix, are subject to change at Oracle's discretion; however, Oracle
policy changes will not result in a material reduction in the level of services provided for
supported programs or hardware during the period for which fees for technical support have been
paid. You should review the policies prior to entering into an order for the applicable services.
a. Technical support is effective upon the effective date of the Order Form unless otherwise
stated in your order.
b. Software Update License & Support (or any successor technical support offering to Software
Update License & Support, “SULS”) acquired with your order may be renewed annually and, if
you renew SULS for the same number of licenses for the same programs, for the first and second
renewal years the fee for SULS, will not increase by more than 4% over the prior year’s fees. If
your order is fulfilled by a member of Oracle’s partner program, the fee for SULS for the first
renewal year will be the price quoted to you by your partner; the fee for SULS for the second
renewal year will not increase by more than 4% over the prior year's fees.
c. If you decide to purchase technical support for any license within a license set, you are
required to purchase technical support at the same level for all licenses within that license set.
You may de-support a subset of licenses in a license set only if you agree to terminate that subset
of licenses. The technical support fees for the remaining licenses will be priced in accordance
with the technical support policies in effect at the time of termination. Oracle’s license set
definition is available in the current technical support policies. If you decide not to purchase
technical support, you may not update any unsupported program licenses with new versions of
the program.
11. The term "you" or "your" refers to the Customer.
12. The term "Oracle" refers to Oracle America, Inc.,
13. The term “partner” refers to Resellers.
14. The term “services” refers to technical support, education, hosted/outsourcing services,
consulting or other services which the Customer has ordered.
15. Terms used but not otherwise defined herein shall have the meaning ascribed to them in the
Contract for Products and Related Services by and between State of Colorado and PARTNER.
(“The Vendor”, “The Licensor”)
2
B. Rights Granted
Upon Oracle’s acceptance of Partner’s order, you have the non-exclusive, non-assignable,
royalty free, perpetual (unless otherwise specified in the Order Form), limited right to use: (1)
the programs and receive any related technical support services you ordered solely for your
internal business operations and subject to the terms of the Contract, including this Appendix ,
the definitions and rules set forth in the Order Form and the related documentation; (2) the
operating system and receive any related technical support services only as incorporated in, and
as part of the hardware you ordered and subject to the terms of the license delivered with the
hardware ; (3) the integrated software and receive any related technical support services only as
incorporated in, and as part of the hardware you ordered and subject to the terms of the Contract,
including this Appendix , and the related documentation; and (4) the Integrated software options
and receive any related technical support services only as incorporated in, and part of the
hardware you ordered, and subject to the terms of the Contract, including this Appendix , the
related documentation and the Integrated Software Options License Definitions, Rules and
Metrics .
The operating system, or integrated software or integrated software options may include separate
works, identified in a readme files, notice files or the related documentation, which are licensed
under open source or similar license terms; your rights to use such software under such terms are
not restricted in any way by the Contract, including this Appendix . The appropriate terms
associated with such separate works can be found in the readme files, notice files or the
documentation accompanying such software.
For GPLv2, LGPLv2.1, GPLv3 and LGPLv3 licensed code received by you as binaries on
physical media, if you would like to receive a copy of the source code ("source code") on media
via
postal
service,
submit
your
written
request
at
http://www.oracle.com/technetwork/opensource/index.html. Alternatively, you can mail your
written request to Oracle Corporation, Attn: VP of Legal, Development and Engineering, 500
Oracle Parkway, MS-5OP10, Redwood Shores, CA 94065. Your request should include the
name and version number of the product, your name, your company name (if applicable), your
return mailing address, and your email address. Certain source distributions require a fee for
physical media. Should this be the case, you will be sent details on the cost and payment
procedure via email. Your request must be sent within three (3) years of the date of our last
delivery of the product, or in the case of code licensed under the GPLv3, you may send a request
for as long as Oracle offers spare parts or technical support for the applicable product model.
This offer only applies if you received your operating system, integrated software and/or
Integrated software options on physical media.
You may allow your agents and contractors (including, without limitation, outsourcers) to use
the software subject to the Contract, including this Appendix, and you are responsible for their
compliance with the Contract, including this Appendix, in such use.
The technical support services provided under the Contract may be related to your license to use
software which you acquire under a separate order prior to the effective date of the Contract. The
agreement referenced in that order shall govern your use of such software.
C. Ownership and Restrictions
3
Oracle or its licensors retain all ownership and intellectual property rights to the programs,
operating system and integrated software. Oracle or its licensors retains all intellectual property
rights to the hardware; title of the hardware is transferred to the Customer upon delivery and
acceptance of the hardware. Oracle retains all ownership and intellectual property rights to
anything developed and delivered under the Contract resulting from services.
Third party technology that may be contained in or appropriate or necessary for use with some
programs, operating systems and integrated software is specified in the related documentation,
notice files or readme files. Such third party technology is licensed to you either under the terms
of the Contract, including this Appendix or, if specified in the documentation, readme files or
notice files, under separate terms. Your rights to use separately licensed third party technology
under separate terms are not restricted in any way by the Contract, including this Appendix.
However, for clarity, notwithstanding the existence of a notice, third party technology that is not
separately licensed third party technology shall be deemed part of the programs and is licensed to
you under the terms of the Contract, including this Appendix.
Any source code delivered is subject to the terms of the Contract, including this Appendix , the
Order Form and the related documentation.
You may:
make a sufficient number of copies of each program for your licensed use and one (1) copy of
each program media; or
make a sufficient number of copies of the operating system, integrated software and/or
integrated software options solely for archival purposes, to replace defective copies or
verification.
You may not:
remove or modify any markings or any notice of Oracle's or its licensors' proprietary rights
from the programs, operating system, integrated software or Integrated software options;
make the programs or materials resulting from the services available in any manner to any
third party for use in the third party's business operations (unless such access is expressly
permitted for the specific program license or materials from the services you have acquired);
cause or permit reverse engineering (unless required by law for interoperability), disassembly
or decompilation of the programs (the foregoing prohibition includes but is not limited to review
of data structures or similar materials produced by programs), operating system, integrated
software and/or Integrated software options; or
disclose results of any benchmark tests without Oracle's prior written consent, except as
required by applicable law, provided that you give Oracle prior notice and an opportunity to
oppose such disclosure (unless prohibited by law).
D. Trial Programs
You may order trial programs, or Oracle may include additional programs with your order on
media, electronic download or on the hardware which you may use for trial, non-production
purposes only. You may not use the trial programs to provide or attend third party training on the
content and/or functionality of the programs. You have 30 days from the delivery date to
evaluate these programs. If you decide to use any of these programs after the 30 day trial period,
you must obtain a license for such programs. If you decide not to obtain a license for any
4
program after the 30 day trial period, you will cease using and will delete any such programs
from your computer systems. Programs licensed for trial purposes are provided "as is" and
Oracle does not provide technical support or offer any warranties for these programs.
E. Non-Assignment of Software Licenses
This section intentionally left blank.
F. Audit of Programs
Customer shall maintain complete and accurate records, which shall include back-up
documentation, screen shots, and the results of requested scripts, relating to its obligations under
this Agreement or to any amounts payable to Partner in relation to this Agreement, which records
shall contain sufficient information to permit Oracle to confirm Customer’s compliance with this
Agreement. Oracle shall have the right, at any time during and throughout the term of this
Agreement, to request via written notice that Customer certify its compliance with the license
restrictions and limitations in this Agreement and Customer shall fully comply with each such
request within one-hundred twenty (120) days after receipt of the associated notice from Oracle.
G. Uniform Computer Information Transactions Act
The Uniform Computer Information Transactions Act does not apply to this License Agreement,
Contract, including this Appendix A, or orders placed under it.
H. Export
Export laws and regulations of the United States and any other relevant local export laws and
regulations may apply to the products (including any operating system and integrated software).
I. Other Terms
1. Use of the programs and/or hardware is limited to the legal entity that executed the Contract.
2. The public sector end user is notified that the hardware and integrated software are not
specifically designed, manufactured, or intended for use as parts, components or assemblies for
the planning, construction, maintenance, or operation of a nuclear facility and is prohibited from
use of the hardware and/or integrated software for these purposes.
3.CDE is prohibited from assigning, giving, or transferring the programs, operating system,
integrated software and/or any services ordered or an interest in them (transfer) to another
individual or entity that is not statutorily authorized to act on behalf of CDE (in the event the
end user grants a security interest in the programs, operating system, integrated software and/or
any services, the secured party has no right to use or Transfer the programs, operating system,
integrated software and/or any services). CDE agrees that it will not enter into a financing or
leasing arrangement for any of the products or services purchased under this Agreement.”
Notwithstanding the foregoing, CDE may conduct a Transfer at no additional cost provided the
following conditions are met: (i) CDE has continuously maintained technical support for the
5
Programs, operating system, and/or integrated software to be transferred, and the Agency
involved in the transfer complies with applicable technical support policies, including without
limitation, the matching service level and license set rules; (ii) CDE has provided prior written
notice to Oracle containing relevant details of the intended Transfer if commercially reasonable;
or if not, within 30 business days of the Transfer; (iii) by accepting a Transfer, the transferee
Agency agrees to comply with this Agreement, the applicable ordering document including, but
not limited to, the applicable quantity and license type for which such Programs are licensed,
and the licensing definitions and rules; and (iv) the Transfer involves assignment to the
transferee and acceptance by the transferee of all rights and obligations of the transferor under
the complete order and Agreement. The foregoing shall not be construed to limit the rights you
may otherwise have with respect to the Linux operating system, third party technology or
separate works licensed under open source or similar license terms.
4. The public sector end user is notified that any third party firms retained by the public sector
end user to provide computer consulting services are independent of Oracle and are not Oracle’s
agents and that Oracle is not liable for nor bound by any acts of any such third party firm.
5. The public sector end user is notified that hardware, if purchased, includes Oracle’s hardware
warranty in effect at the time the hardware is purchased and that Oracle’s hardware warranty;
attached hereto and incorporated herein by reference. . To the extent not prohibited by applicable
law, Oracle’s liability is disclaimed for (a) any damages, whether direct, indirect, incidental,
special, punitive or consequential, and (b) any loss of profits, revenue, data or data use arising
from the use of the programs.
6.
To the extent not prohibited by applicable law, Oracle’s liability is disclaimed for (a) any
damages, whether direct, indirect, incidental, special, punitive or consequential, and (b) any loss
of profits, revenue, data or data use, arising from the use of the programs. Notwithstanding
anything to the contrary, the disclaimer set forth in this Section I.6. only applies to Oracle, it
does not in any way hold PARTNER harmless from any liabilities arising from its fulfillment of
the Contract.
7. Upon the termination of this Agreement, the public sector end user must discontinue use and
destroy or return to PARTNER all copies of the programs and documentation.
8. Oracle is not required to perform any obligations or incur any liability not previously agreed to
between PARTNER and Oracle.
9. The public sector end user agrees that the public sector end user has not relied on the future
availability of any hardware, programs or updates in entering into this Agreement; however, (a)
if the public sector end user orders technical support from Oracle for the programs, the preceding
sentence does not relieve Oracle of its obligation to provide updates under such order, if-andwhen available, in accordance with Oracle’s then current technical support policies, and (b) the
preceding sentence does not change the rights granted to the public sector end user for any
program licensed under this Agreement, per the terms of this Agreement.
10. Oracle is hereby designated as a third party beneficiary of this Agreement.
6
Oracle Hardware and Systems Support Policies
Effective Date: 13-October-2014
Table of Contents
1. Overview
2. Support Terms
3. Lifetime Support
4. Oracle Technical Support Levels for Systems
5. Additional Services Available for Purchase
6. Web-Based Customer Support Systems
7. Tools Used to Perform Technical Support Services
8. Global Customer Support Security Practices
9. Severity Definitions
10. Onsite Response Time Targets for Hardware Support
11. Contact Information
1. Overview
Unless otherwise stated, these Hardware and Systems Support Policies apply to technical support for all Oracle
server and storage product lines.
"You" and "your" refers to the individual or entity that has ordered technical support from Oracle or an Oracleauthorized distributor.
For Oracle operating system software, technical support is provided for issues (including problems you create)
that are demonstrable in the currently supported release(s) of the operating system, running unaltered, and on a
certified hardware configuration, as specified in your order or program documentation.
To receive technical support as provided by Oracle Support Services (“OSS”) and described in the Oracle
Technical Support Levels for Systems section below, you must: (i) provide Oracle with the serial number and/or
other identification and entitlement information for all equipment manufactured by or for Oracle, including
components and options (“hardware system”) in the manner specified by Oracle; and (ii) pay a technical support
fee. A hardware system meeting these two requirements and under contract to receive technical support is
referred to as a “covered hardware system.” Components and options purchased separately from your original
equipment purchase are included in the definition of hardware system for the purposes of determining the
technical support fee. Oracle will make commercially reasonable efforts to provide the technical support service
as described below. (Note: Unless otherwise specified, these offerings are only available for Oracle hardware).
Oracle’s obligations under these Hardware and Systems Support Policies do not apply to any malfunctions in a
hardware system that could be avoided if you incorporate or implement a hardware or integrated software update
or any workaround previously provided by Oracle which would correct the malfunction or to a hardware system
that has been (i) modified, altered or adapted without Oracle's written consent (including modification or removal
of the Oracle serial number tag on the hardware); (ii) maltreated or used in a manner other than in accordance
with the relevant documentation; (iii) repaired by any third party in a manner which fails to meet Oracle's quality
standards; (iv) improperly installed by any party other than Oracle or an authorized Oracle certified installation
partner; (v) used with equipment or software not covered by the service offering, to the extent that problems are
attributable to such use; (vi) relocated, to the extent that problems are attributable to the relocation; (vii) used
directly or indirectly in supporting activities prohibited by U.S. or other national export regulations; (viii) used by
parties appearing on the most current U.S. export exclusion list; (ix) relocated to countries subject to U.S. trade
embargo or restrictions; or (x) used remotely to facilitate any activities in the countries referenced in (ix) above or
(xi) purchased from any entity other than Oracle or an Oracle-authorized distributor.
Oracle may use subcontractors in the performance of technical support and it warrants the quality of
subcontractor work per the warranty terms of your agreement with Oracle.
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 1 of 15
Oracle will provide technical support in accordance with Oracle’s services privacy policy available at
http://www.oracle.com/us/legal/privacy/services-privacy-policy-078833.html and Oracle’s Global Customer
Support Security Practices, as referenced below.
These Technical Support Policies are subject to change at Oracle's discretion; however Oracle policy changes will
not result in a material reduction in the level of the services provided for a hardware system during the support
period (defined below) for which fees for technical support have been paid.
To view a comparison of these Oracle Hardware and Systems Support Policies and the previous version of the
Oracle Hardware and Systems Support Policies, please refer to the attached Statement of Changes (PDF).
2. Support Terms
Technical Support Fees
Technical support fees are due and payable annually in advance of a support period, unless otherwise stated in
the relevant order g or payment plan, financing or leasing agreement with Oracle or an Oracle affiliate (“payment
plan”). Your payment or commitment to pay is required to process your technical support order with Oracle (e.g.,
purchase order, actual payment, or other approved method of payment). An invoice will be issued only upon
receipt of your commitment to pay, and will be sent to a single billing address that you designate. Failure to
submit payment will result in the termination of technical support services. Technical support will be provided
pursuant to the terms of the order under which it is acquired; however, technical support fees due under a
payment plan are due and payable in accordance with the terms and conditions of such payment plan.
Support Period
Technical support is effective upon the date of delivery of the hardware unless stated otherwise in your order.
Unless otherwise stated in the order, Oracle technical support terms, including pricing, reflect a 12 month support
period (the "support period"). Once placed, your order for technical support services is non-cancelable and the
sums paid non-refundable, except as provided in the relevant order. Oracle is not obligated to provide technical
support beyond the end of the support period.
Matching Service Levels
When acquiring technical support, all hardware systems must be supported (e.g., Oracle Premier Support for
Systems or Oracle Premier Support for Operating Systems or Oracle Communications EAGLE Premier Support)
or all hardware systems must be unsupported. For the purpose of this section, hardware systems include (i) all of
your hardware systems running the Solaris Operating system release 10 Update 9 or later and (ii) all of your
hardware systems running the Oracle Linux and Oracle VM operating system, and (iii) all hardware systems that
benefit in any way from your support of a covered hardware system (e.g., including hardware systems that share
updates, patches, fixes, security alerts, work-arounds, configuration/installation assistance or parts with a covered
hardware system). If you have acquired your Oracle Linux and Oracle VM support services under a separate
Oracle Linux and Oracle VM Services Agreement then that hardware system is a covered hardware system under
this matching service level policy. Hardware systems that have reached an end of service life are excluded from
the above policy, and hardware systems that you register with Oracle as retired are excluded from the above
policy.
Reinstatement of Oracle Technical Support
If Oracle Premier Support for Systems lapses for more than 90 days or was not purchased at the time you
acquired your hardware system, then your hardware system must be qualified as service-ready before technical
support can be reinstated. To qualify as service-ready you must acquire the Premier Support Qualification
Service (at the then current fees) and meet all requirements set forth by the service team to obtain a qualification
certificate for your hardware system.
If technical support lapses or was not originally purchased with your hardware system, a reinstatement fee will be
assessed. The reinstatement fee is computed as follows: a) if technical support lapsed, then the reinstatement
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 2 of 15
fee is 150% of the last annual technical support fee you paid for the covered hardware system; b) if you never
acquired technical support for the relevant hardware system, then the reinstatement fee is 150% of the net
technical support fee that would have been charged if support had been ordered originally for the relevant
hardware system per Oracle’s Support pricing policies in effect at the time of reinstatement. The reinstatement fee
in (a) shall be prorated from the date technical support is ordered back to the date technical support lapsed. The
reinstatement fee in (b) shall be prorated back to the original hardware system delivery date.
In addition to the reinstatement fee described above, you must pay the technical support fee for the support
period. This technical support fee is computed as follows: (i) if technical support lapsed, then the technical
support fee for a twelve support month period shall be the last annual technical support fee you paid for the
relevant hardware system; (ii) if you never acquired technical support for the relevant hardware system, then the
annual technical support fee shall be the fee that would have been charged if support had been ordered originally
for the relevant hardware system per Oracle’s Support pricing policies in effect at the time of reinstatement.
Renewal adjustments may be applied to the annual support fee described in (i) and (ii) above.
If you previously acquired support from an Oracle-authorized distributor and are now acquiring support directly
from Oracle, an uplift may be added to the reinstatement fee and your technical support fee for the hardware
system.
Upgrading Your Support Level
In the event you have acquired Oracle Premier Support for Operating Systems and later choose to upgrade to
Oracle Premier Support for Systems, your hardware system must be qualified as service-ready before the
technical support can be upgraded. To qualify as service-ready you must acquire the Premier Support
Qualification Service (at the then current fees) and meet all requirements set forth by the service team to obtain a
qualification certificate for your hardware system. You will be subject to an upgrade fee equal to the difference in
price between the Oracle Premier Support for Systems and the Oracle Premier Support for Operating Systems
with such difference being prorated from the date that any prior System Support lapsed (or the hardware order
date if System Support was never purchased).
Pricing following Reduction of Covered Hardware System or Service Level
Pricing for support is based upon the level of support and the volume of covered hardware systems for which
support is ordered. In the event that (i) your hardware system reaches end of service life or (ii) you notify Oracle
that you are retiring the hardware system, or (iii) you change service level for all of your systems, then Oracle will
reduce your support fee at the next renewal for these reductions.
Unsupported Hardware Systems
Customers with unsupported hardware systems are not entitled to download or receive updates, maintenance
releases, patches, telephone assistance, or any other technical support services for unsupported hardware
systems. Parts in a covered hardware system may not be transferred to an unsupported system. CD packs or
programs purchased or downloaded for trial use, use with other supported programs, or purchased or
downloaded as replacement media may not be used to update any unsupported hardware systems.
Technical Contacts
Your technical contacts are the sole liaisons between you and OSS for technical support services. Your technical
contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate
for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts
must be knowledgeable about the Oracle supported hardware systems and your Oracle environment in order to
help resolve system issues and to assist Oracle in analyzing and resolving service requests. When submitting a
service request, your technical contact must have a baseline understanding of the problem you are encountering
and an ability to reproduce the problem in order to assist Oracle in diagnosing and triaging the problem. To avoid
interruptions in support services, you must notify OSS whenever technical contact responsibilities are transferred
to another individual.
You may designate one (1) primary and four (4) backup individuals ("technical contact") per data center location,
to serve as liaisons with OSS. With each USD$250,000 in net support fees per data center location, you have the
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 3 of 15
option to designate an additional two (2) primary and four (4) backup technical contacts per data center location.
Your primary technical contact shall be responsible for (i) overseeing your service request activity, and (ii)
developing and deploying troubleshooting processes within your organization. The backup technical contacts
shall be responsible for resolving user issues. You may be charged a fee to designate additional technical
contacts.
Oracle may review service requests logged by your technical contacts, and may recommend specific training to
help avoid service requests that would be prevented by such training.
First and Second Line Support
You are required to establish and maintain the organization and processes to provide “First Line Support” for the
supported hardware system(s) directly to your users. First Line Support shall include but not be limited to (i) a
direct response to users with respect to inquiries concerning the performance, functionality or operation of the
supported hardware system(s), (ii) a direct response to users with respect to problems or issues with the
supported hardware system(s), (iii) a diagnosis of problems or issues of the supported hardware system(s), and
(iv) a resolution of problems or issues of the supported hardware system(s).
If after reasonable commercial efforts you are unable to diagnose or resolve problems or issues for the supported
hardware system(s), you may contact Oracle for “Second Line Support”. You shall use commercially reasonable
efforts to provide Oracle with the necessary access (e.g., accept remote connections, provide Explorer Files
and/or Core Files) required to provide Second Line Support; however, please do not provide Oracle with access
to any health, payment card, or other sensitive data that requires protections greater than those specified in the
Global Customer Support Security Practices section below.
Second Line Support shall consist of (i) a diagnosis of problems or issues of the supported hardware system(s)
and (ii) reasonable commercial efforts to resolve reported and verifiable errors in supported hardware system(s)
so that such supported hardware system(s) perform in all material respects as described in the associated
documentation.
Oracle may review service requests logged by your technical contacts, and may recommend specific organization
and process changes to assist you with the above recommended standard practices.
Program Updates
"Update" means a subsequent release of the program which Oracle generally makes available for program
licenses to its supported customers at no additional license fee, other than shipping charges if applicable,
provided you have ordered a technical support offering that includes software updates for such licenses for the
relevant time period. Updates do not include any release, option or future program that Oracle licenses
separately. Updates are provided when available (as determined by Oracle) and updates may not include all
versions previously available for a program acquired by Oracle. Oracle is under no obligation to develop any
future programs or functionality. Any updates made available will be delivered to you, or made available to you
for download. If delivered, you will receive one update copy for each supported operating system for which your
program licenses were ordered. You shall be responsible for copying, downloading and installing the updates.
Right to End of Service Life
It may become necessary (i) as a part of Oracle’s product lifecycle or (ii) if a vendor retires support for its product
or the relationship with the vendor is terminated, to announce an End of Service Life date for a hardware system
and, therefore, Oracle reserves that right. Oracle will use commercially reasonable efforts to provide twelve (12)
months advance notice of End of Service Life. End of Service Life information is available on My Oracle Support.
End of Service Life information is subject to change.
Third-Party Products
Installation of non-Oracle product by you, or your representative (other than by Oracle), into an Oracle hardware
system is strongly discouraged due to the serviceability implications outlined below.
Unless third-party product is expressly identified under the applicable technical support contract, Oracle's
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 4 of 15
technical support applies only to those products that have been both (1) manufactured by or for Oracle, and (2)
sold by Oracle (either directly or by an Oracle-authorized distributor). Oracle does not support any other thirdparty products installed into or attached to Oracle hardware systems. Further, if third-party product is installed, or
fails, in a manner that damages the Oracle hardware system, then the technical support will not cover such
damage. Replacement or repair of any damaged components in these situations would be subject to additional
charges.
Installation of non-Oracle product into an Oracle hardware system may also impede and/or add costs in obtaining
technical support for certain failure conditions. Interoperability, timing, and intermittent failures are some
examples of failure conditions that may require the removal or replacement of the third-party product from the
Oracle hardware system.
For those failure conditions directly or indirectly related to third-party product (which would include any
components accessing or connected to that product that are exhibiting failures), Oracle may, at its sole discretion,
remove the third-party product, or require the customer to remove the third-party product, before commencing
with the troubleshooting process. Oracle's services for removing the third-party product will be subject to
additional charges.
If it is determined that the cause of the failure is the third-party product, then Oracle will charge for the entire
service call.
If it is determined that the third-party product is not the cause of the failure (i.e., if the problem would have
occurred even if third-party product was not installed in or attached to the hardware system), then Oracle's service
call will be addressed under the terms of any existing Oracle technical support contract; provided that the removal
of any third-party product by Oracle will be subject to additional charges.
Technology Refresh
If you acquire a new hardware system(s) and technical support from Oracle or an Oracle-authorized partner, you
may be eligible to receive a credit for unused support on the decommissioned hardware system(s) currently under
an active support contract with Oracle. In order to be eligible for the credit, you must complete the Hardware
System Decommission Form which can be found here and submit it within one (1) year of the delivery date of the
new hardware system(s). If a credit for unused support is due then such credit will be calculated from the date
Oracle receives the Hardware System Decommission Form through the end of the current support period for the
decommissioned hardware system(s). The credit for unused support will not exceed the total annual support fee
for the new hardware system(s).
3. Lifetime Support
Lifetime Support consists of the following service levels:
• Oracle Premier Support for Systems, Oracle Premier Support for Operating Systems and Oracle
Communications EAGLE Premier Support
• Extended Support for Operating Systems(if offered)
• Sustaining Support for Operating Systems
A description of the services available under Oracle Premier Support for Systems, Oracle Premier Support for
Operating Systems, Oracle Communications EAGLE Premier Support, Extended Support for Operating Systems
and Sustaining Support for Operating Systems is included in the Oracle Technical Support Levels section below.
When offered, Oracle Premier Support for Systems and Oracle Communications EAGLE Premier Support will be
available for a minimum of five years from the last ship date of the hardware system. When offered, support for
the operating systems included under either Oracle Premier Support for Systems or Oracle Premier Support for
Operating Systems will be available for ten years from the date a release of the operating system becomes
generally available, except as noted below. If offered, support for specific releases of the operating system may
be extended for an additional three years with Extended Support for Operating Systems. In addition to the
technical support fee, an Extended Support for Operating Systems fee applies for each support period for which
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 5 of 15
Extended Support for Operating Systems is purchased. Alternatively, and if offered, support for specific releases
of the operating system may be extended with Sustaining Support for Operating Systems, which will be available
for as long as you maintain either Oracle Premier Support for Systems or Oracle Premier Support for Operating
Systems for your Oracle hardware system.
If an operating system included under Oracle Premier Support for Systems moves into Extended Support for
Operating Systems and/or Sustaining Support for Operating Systems, you may maintain Oracle Premier Support
for Systems except that the technical support received for the operating system will be provided under Extended
Support for Operating Systems or Sustaining Support for Operating Systems as described above and in the
Oracle Technical Support Levels section below.
Refer to the attached document titled “Lifetime Support Policy: Coverage for Sun Software and Operating
System Products” (PDF) for Oracle Solaris, Oracle Linux and Oracle VM program releases that are, or will be,
covered by the Lifetime Support Policy.
Notes:
1.
Solaris Express - Program fixes and security patches for Solaris Express will be provided for six (6)
months from the date that a release of Solaris Express becomes generally available. This applies to
program fixes and security patches released by Oracle and does not include freely available updates from
the OpenSolaris or Solaris Express Community.
2.
Oracle Solaris 8 – For customers with a current support contract for the Oracle Solaris 8 release, new
Severity 1 fixes and new security fixes will be available for the period of July 2012 – October 2014.
4. Oracle Technical Support Levels for Systems
Oracle Premier Support for Systems
Oracle Premier Support for Systems consists of services in support of hardware systems, operating system
software and integrated software (including integrated software options). For hardware systems, this support is
limited to (i) Oracle hardware and (ii) Tekelec BNS and PIC hardware (HP systems). For Oracle servers, this
support applies to the following operating system software: Oracle Solaris, OpenSolaris, Trusted Solaris 8, Oracle
Linux, and Oracle VM. For Tekelec BNS and PIC hardware, this support applies to the operating system software
included with the hardware system. Unless otherwise stated in this section, Oracle Premier Support for Systems
consists of:
•
•
•
•
•
•
•
•
•
•
•
•
•
Program updates, patches, fixes, security patches, and security alerts for operating system software and
integrated software
Critical patch updates for Oracle Solaris operating system software
Upgrade tools
Certification with most new third-party products/versions or most new Oracle products
Major product and technology releases for operating system software and integrated software, which includes
general maintenance releases, selected functionality releases, and documentation updates
Onsite installation of integrated software updates specified as Oracle Installable in the "Delivery Method
Chart: Replacement Parts and Installation of Integrated Software Updates"
Onsite hardware support for Oracle server or storage systems
Field Change Orders – system modification recommendations
Assistance with service requests 24 hours per day, 7 days a week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
24x7 access to Oracle Unbreakable Linux Network
Access to certain Oracle Linux security patches that may be applied while your hardware system is operating
2
and does not require a system reboot
Hardware certification
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 6 of 15
•
•
•
•
•
•
•
Backport of fixes, using commercially reasonable efforts, for any Oracle Linux or Oracle VM program released
from Oracle for a period of six (6) months from the date the next release of the Oracle Linux or Oracle VM
program becomes generally available; the Backport Schedule is available at http://linux.oracle.com/backportschedule.html
Right to use Oracle Management Pack for Linux
Right to use Oracle Clusterware for Oracle Linux. To access and download Oracle Clusterware for Oracle
Linux, go to
http://www.oracle.com/technetwork/database/clusterware/overview/index-096607.html
Right to use Oracle Enterprise Manager Ops Center. To access and download Oracle Enterprise Manager
Ops Center, go to http://www.oracle.com/technetwork/oem/ops-center/oem-ops-center-188778.html
Access to Platinum Services as described at
http://www.oracle.com/us/support/library/platinum-services-policies-1652886.pdf
Access to Oracle Enterprise Tape Analysis and Data Recovery services for the Oracle StorageTek tape
media specified at http://www.oracle.com/us/support/library/ent-tape-analysis-dr-services-1708102.pdf
Non-technical customer service during normal business hours
Notes:
1. Oracle has made available at linux.oracle.com certain tools for download, that are required to enable the
applicable Oracle Linux security patches to be applied to your hardware system while the hardware
system is operating. These tools are subject to the “Tools Used to Perform Support Services” section
below and may be licensed under separate license terms. Your use of the tools is voluntary; however, if
you do not use the tool (i) you will not be able to download and apply security patches while your
hardware system is operating, and (ii) you will be required to reboot the hardware system in order to
apply the security patch.
System Maintenance
You agree to perform prescribed system maintenance, including but not limited to, installing software updates for
system software or integrated software, maintaining file systems, replacing air filters and batteries as needed, and
tracking proactive diagnostic information.
Replacement Hardware Parts
If Oracle determines that the replacement of a hardware part is necessary, Oracle will send a replacement part to
your location in accordance with the "Delivery Method Chart: Replacement Parts and Installation of Integrated
Software Updates.” Oracle will use commercially reasonable efforts to send replacement parts to you consistent
with the Onsite Response Times Targets for Hardware Support noted below, except as otherwise noted herein.
Replacement parts will be of new or like-new quality. After five (5) years from last ship date, replacement parts
may not be readily available and the response times for sending replacement parts may be delayed.
Return of Malfunctioning Parts
If Oracle sends a replacement part to you, you will ensure that the malfunctioning part is returned to Oracle in
accordance with all shipping or courier instructions from Oracle (unless you have an agreement with Oracle
allowing you to retain the malfunctioning part). You are responsible for removing all information and data that you
have stored on any drives, including but not limited to hard disk drives and solid state drives (“drives”) before you
return the drives for repair or replacement. You are responsible for ensuring that you remove any kind of
removable media (e.g., tapes) prior to returning any drives; if you need assistance with the removal of such
media from a drive, please contact OSS to assist with its removal. Title in the malfunctioning part shall transfer
back to Oracle upon removal from your hardware system. If you fail to return any malfunctioning part within fortyfive (45) days of shipment to you, you will be charged the then-current fee for the malfunctioning part.
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 7 of 15
Oracle Premier Support for Operating Systems
Oracle Premier Support for Operating Systems consists of services in support of (i) operating system and
virtualization software for Oracle Solaris, OpenSolaris, Trusted Solaris 8, Oracle Linux, and Oracle VM and (ii)
integrated software (including integrated software options). Unless otherwise stated in this section, Oracle
Premier Support for Operating Systems consists of:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Program updates, patches, fixes, security patches, and security alerts for operating system software and
integrated software
Critical patch updates for Oracle Solaris operating system software
Upgrade tools
Certification with most new third-party products/versions or most new Oracle products
Major product and technology releases for operating system software and integrated software, which includes
general maintenance releases, selected functionality releases, and documentation updates
Onsite installation of integrated software updates specified as Oracle Installable in the "Delivery Method
Chart: Replacement Parts and Installation of Integrated Software Updates"
Assistance with service requests 24 hours per day, 7 days a week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
24x7 access to Oracle Unbreakable Linux Network
Access to certain Oracle Linux security patches that may be applied while your hardware system is operating
2
and does not require a system reboot
Hardware certification
Backport of fixes, using commercially reasonable efforts, for any Oracle Linux or Oracle VM program released
from Oracle for a period of six (6) months from the date the next release of the Oracle Linux or Oracle VM
program becomes generally available; the Backport Schedule is available at http://linux.oracle.com/backportschedule.html
Right to use Oracle Management Pack for Linux
Right to use Oracle Clusterware for Oracle Linux. To access and download Oracle Clusterware for Oracle
Linux, go to
http://www.oracle.com/technetwork/database/clusterware/overview/index-096607.html
Right to use Oracle Enterprise Manager Ops Center. To access and download Oracle Enterprise Manager
Ops Center, go to http://www.oracle.com/technetwork/oem/ops-center/oem-ops-center-188778.html
Non-technical customer service during normal business hours
Notes:
1. Oracle has made available at linux.oracle.com certain tools for download, that are required to enable the
applicable Oracle Linux security patches to be applied to your hardware system while the hardware
system is operating. These tools are subject to the “Tools Used to Perform Support Services” section
below and may be licensed under separate license terms. Your use of the tools is voluntary; however, if
you do not use the tool (i) you will not be able to download and apply security patches while your
hardware system is operating, and (ii) you will be required to reboot the hardware system in order to
apply the security patch.
Extended Support for Operating Systems
Extended Support for Operating Systems may be offered for certain supported Oracle Solaris operating system
software releases after Premier Support expires. Please see Oracle’s Lifetime Support Policies for more
information. When Extended Support for Operating Systems is offered, it is generally available for the terminal
codeline release of a program. Unless otherwise stated in this section, supported Oracle Solaris operating system
software releases for which Extended Support for Operating Systems is offered and in the Extended Support
lifecycle will receive Oracle Premier Support for Operating Systems or technical support for Oracle Solaris under
Oracle Premier Support for Systems limited to the following:
• Program updates, fixes, security patches, and security alerts
• Critical patch updates for Oracle Solaris operating system software
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 8 of 15
•
•
•
•
•
•
Upgrade tools
Major product and technology releases for Oracle Solaris operating system software, which includes general
maintenance releases, selected functionality releases, and documentation updates
Assistance with service requests 24 hours per day, 7 days a week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Access to Platinum Services as described at
http://www.oracle.com/us/support/library/platinum-services-policies-1652886.pdf
Non-technical customer service during normal business hours
Extended Support for Operating Systems does not include:
• Certification with most new third-party products/versions or most new Oracle programs
Extended Support for Operating Systems is not available for OpenSolaris, Trusted Solaris 8, Oracle Linux and
Oracle VM.
Sustaining Support for Operating Systems
Sustaining Support for Operating Systems may be available for certain operating system software releases.
Program releases eligible for Sustaining Support for Operating Systems will receive Oracle Premier Support for
Operating Systems or technical support for the operating system under Oracle Premier Support for Systems
limited to the following:
• Program updates, patches, fixes, security patches, and security alerts for operating system software and
integrated software created during Oracle Premier Support for Operating Systems or Oracle Premier Support
for Systems, and Extended Support for Operating Systems (if offered and only after the Extended Support for
Operating Systems Period ends)
• Critical patch updates for Oracle Solaris operating system software created during Oracle Premier Support for
Operating Systems or Oracle Premier Support for Systems and Extended Support for Operating Systems (if
offered and only after the Extended Support for Operating Systems Period ends)
• Upgrade tools created during Oracle Premier Support for Operating Systems or Oracle Premier Support for
Systems period and Extended Support for Operating Systems (if offered and only after the Extended Support
for Operating Systems Period ends).
• General maintenance releases, selected functionality releases, and documentation updates
• Assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days a week
• Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
• 24x7 access to Oracle Unbreakable Linux Network
• Right to use Oracle Management Pack for Linux
• Right to use Oracle Clusterware for Oracle Linux. To access and download Oracle Clusterware for Oracle
Linux, go to
http://www.oracle.com/technetwork/database/clusterware/overview/index-096607.html
• Right to use Oracle Enterprise Manager Ops Center. To access and download Oracle Enterprise Manager
Ops Center, go to http://www.oracle.com/technetwork/oem/ops-center/oem-ops-center-188778.html
• Non-technical customer service during normal business hours
Sustaining Support for Operating Systems does not include:
• New program updates, patches, fixes, security patches, security alerts, general maintenance releases,
selected functionality releases, documentation updates
• New critical patch updates for Oracle Solaris operating system software
• New upgrade tools
• Certification with most new third-party products/versions or most new Oracle products
• 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity Level
section below
• Hardware certification
• Backport of fixes
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 9 of 15
•
Previously released fixes or updates that Oracle no longer supports.
Because program releases supported by Sustaining Support are no longer fully supported, information and skills
regarding those releases may be limited.
Oracle Communications EAGLE Premier Support
Oracle Communications EAGLE Premier Support consists of services in support of hardware systems and
integrated software (including integrated software options) for Oracle Communications EAGLE hardware products
only. Oracle Premier Support for Systems consists of:
•
•
•
•
•
Program updates, fixes and security alerts for integrated software (including integrated software options)
Remote installation of integrated software (including integrated software options)
Assistance with service requests 24 hours per day, 7 days a week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Non-technical customer service during normal business hours
For Oracle Communications EAGLE Premier Support only, reasonable efforts will be made to respond to service
requests per the Response Times set forth in the guidelines below; however, Oracle’s failure to adhere to the
times stated will not constitute a breach by Oracle. The guidelines are for informational purposes only and subject
to change at Oracle’s discretion.
Severity
Level
Severity 1
Severity 2
Severity 3
1.
Response Time
15 minutes
15 minutes
N/A
1
Remote Restoration Time
6 hours
48 hours
N/A
1
Resolution Time
1
30 calendar days
30 calendar days
180 calendar days
For purposes of the above table, the following definitions apply:
• Response Time - The elapsed time beginning when you create a service request
until Oracle first responds to you.
• Remote Restoration Time - The elapsed time beginning when Oracle achieves
remote access to the applicable hardware system and when Oracle notifies you that
a resolution has been offered. The Remote Restoration Time frames do not apply if
(i) you do not have spares available onsite, (ii) integrated software or integrated
software option code changes are required or (iii) onsite assistance is required by
Oracle.
• Resolution Time - The elapsed time beginning when you create a service request to
when your issue is resolved.
5. Additional Services Available for Purchase
Oracle Priority Service for Sun Ray Peripherals
Oracle Priority Service for Sun Ray Peripherals consists of:
•
•
Advanced Parts Exchange for keyboards, monitors and country kits; with next business day delivery to your
location
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Contractual caps on technical support fees do not apply to these services, unless expressly stated otherwise in
the applicable order.
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 10 of 15
Oracle Customer Data & Device Retention Service
Oracle Customer Data & Device Retention Service permits you to retain disk drive(s), flash cache and/or parts
that may contain sensitive, confidential, or classified data that have been removed from your hardware system.
For the purposes of this service, (i) a disk drive is defined as a spinning media device that stores data accessed
by the server, storage array, or tape system, (ii) flash cache is defined as any device having the ability to store
information on a solid state media that is re-writable, and (iii) a part is defined as any item in a server, storage
device, or network device containing non-volatile random access memory.
Oracle Customer Data & Device Retention Service consists of the following:
• If Oracle, in its sole discretion, determines that a disk drive(s), flash cache and/or parts need to be
replaced, Oracle will send a replacement disk drive(s), flash cache, and/or parts to your location. Oracle
personnel will install the replacement disk drive(s), flash cache and/or part and return the failed memory
component to you. Oracle will use commercially reasonable efforts to send replacement parts to you
consistent with the Onsite Response Time Targets for Hardware Support noted below.
If you acquire Oracle Customer Data & Device Retention Service, you will:
• Provide access to your facilities, systems, and operating environment, including root access.
• Provide access to your personnel, including IT and operational staff
• Provide a designated point of contact
• Be responsible for the proper disposal/destruction of replaced disk drive(s), flash cache and/or parts.
If you add Oracle Customer Data & Device Retention Service, you must maintain Oracle Premier Support for
Systems; you must acquire Oracle Customer Data & Device Retention Service for (i) all servers of the same
model number, (ii) all storage devices of the same model number, and/or (iii) all networking devices of the same
model number.
If you renew Oracle Customer Data & Device Retention Services, the renewal fee for such services will be based
on the Oracle Customer Data & Device Retention Service pricing policies in effect at the time of renewal.
Contractual caps on technical support fees do not apply to these services, unless expressly stated otherwise in
the applicable order.
Oracle Onsite Spares
Oracle Onsite Spares provides you with delivery and maintenance of parts at your designated location(s). This
service includes only those parts that are specified on your order.
Oracle Onsite Spares consists of the following:
• Parts
• Maintenance and replacement of parts
• Setup of parts onsite
• Semi-annual cycle counts
• Retrieval of parts at end of Support Period
If you acquire Oracle Onsite Spares, you will:
• Provide a secure storage area for parts clearly marked “Property of Oracle. You will ensure that (i)
entry to such secure area is restricted to your personnel directly involved in shipping and receiving
parts, and (ii) all vehicle and pedestrian access to your warehouse premises is secured against
unauthorized access.
• Provide a designated point of contact
In order to acquire Oracle Onsite Spares, you must maintain Oracle Premier Support for Systems.
Oracle will maintain title to and ownership of parts unless or until any such part is exchanged with a damaged or
faulty part and installed on a hardware system. Also, with the transfer of title to a part to you, title to the identical
damaged or faulty part is transferred to Oracle.
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 11 of 15
If you renew Oracle Onsite Spares, the renewal fee for such services will be based on the Oracle Onsite Spares
pricing policies in effect at the time of renewal. Contractual caps on technical support fees do not apply to these
services, unless expressly stated otherwise in the applicable order.
Oracle Business Critical Service for Systems
Oracle offers a service to provide additional service-levels for systems running mission critical business functions.
For information about the available service, please refer to
http://www.oracle.com/us/corporate/contracts/bus-critical-service-for-systems-1927926.pdf
Contractual caps on technical support fees do not apply to these services, unless expressly stated otherwise in
the applicable order. Oracle Business Critical Service for Systems is not subject to the Reinstatement policies
stated above.
Advanced Customer Support
If you acquire any of the below Advanced Customer Support services on your order, Oracle will provide the
services described in the applicable exhibit(s) specified below:
• Oracle Priority Support
• Oracle Standard Systems Installations:
o Oracle Standard System Installation ("OSSI") - Basic Service Exhibit
o Oracle Standard System Installation ("OSSI") with Site Audit Services Exhibit
o Oracle Standard System Installation ("OSSI") without Site Audit Services Exhibit
• Oracle Standard Software Installation and Configuration for Systems
• Oracle Engineered Systems Configuration Services
• Oracle Preproduction Readiness Review for Systems Service or Oracle Preproduction Readiness
Review for Oracle Platinum Services
• Oracle Go-Live Support for Systems Service or Oracle Go-Live Support for Oracle Platinum Services
• Oracle Start-Up Pack for Engineered Systems
Oracle Tekelec Professional Services
If you acquire any of the below Tekelec Professional Services on your order, Oracle will provide the services
described in the Tekelec Professional Services Descriptions.
•
Oracle Communications Hardware Engineering Site Survey – Per Node Per Site
•
Oracle Communications Hardware Installation – Per DC Frame or DC Application Frame enclosure
extension
•
Oracle Communications Hardware Installation – Per AC Frame
•
Oracle Communications DC Hardware Extension Installation – Per Frame – Rack mount server and
Shelf additions
•
Oracle Communications Hardware Extension Installation – AC or DC Blade Server/Eagle Card/Switches
– Per 16 cards/switches per site
•
Oracle Communications AC Hardware Extension Installation – Per Frame – Rack mount servers and AC
enclosure additions
6. Web-Based Customer Support Systems
My Oracle Support
My Oracle Support is Oracle’s customer support web site for hardware support. Access to My Oracle Support is
governed by the Terms of Use posted on the My Oracle Support web site. The Terms of Use are subject to
change and a copy of these terms is available upon request. Access to My Oracle Support is limited to your
designated technical contacts.
Oracle Unbreakable Linux Network
Access to the Oracle Unbreakable Linux Network is included with Oracle Premier Support for Systems and Oracle
Premier Support for Operating Systems.
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 12 of 15
7. Tools Used to Perform Technical Support Services
Oracle may make available collaboration tools (such as tools that enable Oracle, with your consent, to access
your hardware system (e.g., Oracle Shared Shell for hardware)) and software tools (such as tools to assist in the
collection and transmission of configuration data (e.g., Auto Service Request)) to assist with issue resolution. The
tools are licensed under the My Oracle Support Terms of Use, and may be subject to additional terms provided
with the tools. Some of the tools are designed to collect information concerning the configuration of your
computer environment (“tools data”). The tools will not access, collect or store any personally identifiable
information (except for technical support contact information) or business data files residing in your computer
environment. By using the tools, you consent to the transmission of your tools data to Oracle for the purposes of
providing reactive and proactive technical support services. In addition, the tools data may be used by Oracle to
assist you in managing your Oracle product portfolio, for license and services compliance and to help Oracle
improve upon product and service offerings.
Some of the tools may be designed to connect automatically or on a periodic basis and you may not receive a
separate notice upon connection. You are responsible for maintaining the telecom gateway through which the
tools communicate tools data to Oracle. Use of the tools is voluntary; however, refusal to use the tools may
impede Oracle’s ability to provide technical support services to you. The tools may be subject to availability for
selected products.
Further details about some of the current tools Oracle uses to provide technical support services, the data
collected, and how the data is used, are described in the Global Customer Support Security Practices and on My
Oracle Support. You may also contact your Oracle sales representative or call your local Customer Support office
for more details regarding the tools and availability.
If Oracle expressly provides in the tools documentation, technical support policies, an order, or readme that a tool
is provided under separate license terms ("Separate Terms") then the Separate Terms shall govern your access
and use of the tool. Embedded third party software, or third party software, licensed under Separate Terms (for
example Mozilla and LGPL) may be required to access or run the tools per the tools documentation or readme.
Your rights to use a tool or software licensed under Separate Terms shall not be restricted or modified in any way
by your agreement with Oracle.
Auto Service Request
Auto Service Request (“ASR”) allows Oracle products which are ASR-enabled to automatically initiate a service
request when specific hardware faults occur by sending fault telemetry information to Oracle. If the ASR enabled
hardware is entitled to service, a service request will be initiated on your behalf. The specific hardware faults
detected by ASR vary by product type, product version and operating system. Not all hardware faults are
detected or sent to Oracle. The ASR fault coverage is subject to change by Oracle at any time and without prior
notice.
8. Global Customer Support Security Practices
Oracle is deeply committed to the security of its technical support services. In providing standard technical
support services, Oracle will adhere to the Global Customer Support Security Practices, which are available at
http://www.oracle.com/us/support/policies/index.html. The Global Customer Support Security Practices are
subject to change at Oracle’s discretion; however, Oracle will not materially reduce the level of security specified
in the Global Customer Support Security Practices during the period for which fees for technical support have
been paid. To view changes that have been made, please refer to the attached Statement of Changes (PDF).
Please note that global customer support services and systems are not designed to accommodate special
security controls that may be required to store or process certain types of sensitive data. Please ensure that you
do not submit any health, payment card or other sensitive data that requires protections greater than those
specified in the Global Customer Support Security Practices. Information on how to remove sensitive data from
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 13 of 15
your submission is available in My Oracle Support at
https://support.oracle.com/CSP/main/article?cmd=show&type=NOT&id=1227943.1.
9. Severity Definitions
Service requests for your covered hardware system may be submitted by you online through Oracle’s web-based
customer support systems or by telephone. The service request severity level is selected by you and Oracle and
should be based on the following severity definitions:
Severity 1
Your production use of the covered hardware system is stopped or so severely impacted that you cannot
reasonably continue work. You experience a complete loss of service. The operation is mission critical to the
business and the situation is an emergency. A Severity 1 service request has one or more of the following
characteristics:
•
•
•
•
•
•
Data corrupted
A critical documented function is not available
System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
System crashes, and crashes repeatedly after restart attempts
System functionality failure causes data loss or renders system unstable
System malfunction causes mission critical applications to restart, hang, or suspend
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 1 service requests
within one (1) hour. . For response efforts associated with Oracle Communications EAGLE Premier Support,
please see the Oracle Communications EAGLE Premier Support section above.
24 Hour Commitment to Severity 1 Service Requests: OSS will work 24x7 until the issue is resolved or as long as
useful progress can be made. You must provide OSS with a contact during this 24x7 period, either on site or by
phone, to assist with data gathering, testing, and applying fixes. You are requested to propose this severity
classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from
Oracle.
Severity 2
You experience a severe loss of service. Important features are unavailable with no acceptable workaround,
impaired or broken functionality with significant impact to applications, and/or frequent application failure but not
data loss; however, operations can continue in a restricted fashion.
Severity 3
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to
restore functionality.
Severity 4
You request information, an enhancement, or documentation clarification regarding your software but there is no
impact on the operation of the software. You experience no loss of service. The result does not impede the
operation of a system.
10. Onsite Response Time Targets for Hardware Support
Except as otherwise specified herein, response time targets for hardware support are as specified below. The
response time target for Sun Ray Clients, regardless of severity level, is limited to Advanced Parts Exchange with next
business day delivery to your location. The response time target for Acme Packet hardware, regardless of severity
level, is limited to Advanced Parts Exchange with next business day shipment to your location. The response time
target for Tekelec hardware (i.e., Oracle Communications EAGLE hardware, Tekelec BNS and PIC (HP hardware),
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 14 of 15
regardless of severity level, is limited to Advanced Parts Exchange with shipment of the replacement part within fortyeight (48) hours of Oracle’s acknowledgement that replacement of a hardware part is necessary.
Please refer to the attached document titled “Oracle Service Locations” (PDF) for a listing of service locations.
Severity 1
If Oracle determines, in its sole discretion, that onsite support is appropriate, an Oracle-dispatched engineer will
generally arrive at your location within the time frames specified below.
Within 2 hours:
Your covered hardware system must be within 25 miles/40 kilometers of a
designated Oracle service location
Within 4 hours:
Your covered hardware system must be within 26 – 49 miles/41 – 79 kilometers
of a designated Oracle service location
Next Day:
Your covered hardware system is greater than 50 mile/80 kilometers from a
designated Oracle service location
Severity 2
If Oracle determines, in its sole discretion, that onsite support is appropriate, an Oracle-dispatched engineer will
generally arrive at your location within the time frames specified below. Onsite response times are during local
business hours only.
Within 4 hours:
Your covered hardware system must be within 25 miles/40 kilometers of a
designated Oracle service location
Within same business day:
Your covered hardware system must be within 26 – 49 miles/41 – 79 kilometers
of a designated Oracle service location
Next Business Day:
Your covered hardware system is greater than 50 mile/80 kilometers from a
designated Oracle service location
Severity 3
If Oracle determines, in its sole discretion, that onsite support is appropriate, an Oracle-dispatched engineer will
generally arrive at your location the next business day from the close of local business hours or at a later mutually
agreed-upon time (e.g., scheduled maintenance window).
Note:
The geographic location of your covered hardware system may cause on-site service to be unavailable or may
require additional charges or longer Severity 1, Severity 2 and Severity 3 response times. Oracle reserves the
right, in its sole discretion, to adjust Severity 1, Severity 2 and Severity 3 on-site response times or charge
additional fees based on the location of the covered hardware system. Actual response times are subject to acts
and conditions beyond Oracle’s control and, therefore, Oracle’s response may be delayed. Oracle is not
responsible for response delays caused by factors outside its control. You should contact an Oracle Support
Sales representative for more details regarding availability for your covered hardware systems.
11. Contact Information
Phone numbers and contact information can be found on Oracle’s support web site located here.
Oracle Hardware and Systems Support Policies: 13-October-2014
Page 15 of 15
Oracle Hardware Warranty
Effective Date: 18-July-2014
Table of Contents
1. Overview
2. Transition to the Oracle Hardware Warranty
3. Oracle Hardware Limited Warranty
4. If You Experience a Warranty Issue
5. Warranty Service
6. Tools Used to Perform Warranty Services
7. Global Customer Support Security Services
8. What the Oracle Hardware Limited Warranty Does Not Cover
9. Third-Party Products
10. Limitations
11. Contact Information
1. Overview
The details of the Oracle Hardware Warranty are set forth below. The Oracle Hardware Warranty is only available
in countries where Oracle maintains local hardware service or support operations. For a list of countries where
Oracle maintains local service or support operations please refer to the attached document titled “Oracle Service
Locations” (PDF). If you are located in a country where Oracle does not maintain local service or support
operations, your warranty terms will vary and third parties may be responsible for providing you with warranty
service.
The term “you” and “your” refers to the individual or entity that has ordered Oracle hardware and/or media
products, identified in the Oracle Hardware Limited Warranty section below, from Oracle or an Oracle-authorized
distributor to which this Oracle Hardware Warranty applies.
The term “hardware” refers to the computer equipment, including components, options and spare parts.
The term “integrated software” refers to any software or programmable code that is (a) embedded or integrated in
the hardware and enables the functionality of the hardware or (b) specifically provided to you under a separate
agreement with Oracle or an Oracle-authorized distributor and specifically listed (i) in accompanying
documentation, (ii) on an Oracle webpage or (iii) via a mechanism that facilitates installation for use with your
hardware.
To view a comparison of this Oracle Hardware Warranty and the previous version of the Oracle Hardware
Warranty, please refer to the attached Statement of Changes (PDF).
2. Transition to the Oracle Hardware Warranty
Sun Microsystems
Orders for Sun Microsystems hardware placed between March 16, 2010 and May 31, 2010 that include
SunSpectrum Support will receive the Sun Microsystems warranty available prior to the March 16, 2010
introduction of the Oracle Hardware Warranty. Please refer to the attached document “Sun Microsystems
Hardware Warranty Prior to March 16, 2010” (PDF) for the detail on the warranty available prior to March 16, 2010.
All orders placed on or after June 1, 2010 will receive the Oracle Hardware Warranty. All orders placed between
March 16, 2010 and May 31, 2010 that do not include SunSpectrum Support will receive the Oracle Hardware
Warranty (but if such orders include SunSpectrum Support the “Sun Microsystems Hardware Warranty Prior to
March 16, 2010” (PDF) will apply as stated above).
Oracle Hardware Warranty: 18-July-2014
Page 1 of 6
Pillar Data Systems
Orders for Pillar Data Systems hardware placed before October 1, 2011 will receive the Pillar Data Systems
warranty available at the time the order was placed. Please refer to the attached document “Pillar Data Systems
Hardware Warranty Prior to October 1, 2011” (PDF) for details on the warranty. All orders placed after October 1,
2011 will receive the Oracle Hardware Warranty.
Xsigo Systems
Orders for Xsigo Systems hardware placed before November 1, 2012 will receive the Xsigo Systems warranty
available at the time the order was placed. Please refer to the attached document “Xsigo Systems Hardware
Warranty Prior to November 1, 2012“ (PDF) for details on the warranty. All orders placed after November 1, 2012
will receive the Oracle Hardware Warranty.
Acme Packet
Orders for Acme Packet hardware placed before November 15, 2013 will receive the Acme Packet warranty
available at the time the order was placed. Please refer to the attached document “Acme Packet Products
Warranty Prior to November 15, 2013“ (PDF) for details on the warranty. All orders placed after November 15,
2013 will receive the Oracle Hardware Warranty.
Tekelec
Orders for Tekelec hardware placed before February 3, 2014 will receive the Tekelec warranty available at the
time the order was placed. Please refer to the attached document “Tekelec Products Warranty Prior to February
3, 2014“ (PDF) for details on the warranty. All orders placed after February 3, 2014 will receive the Oracle
Hardware Warranty.
3. Oracle Hardware Limited Warranty
Oracle provides a limited warranty (“Oracle Hardware Warranty”) for (i) the hardware, (ii) operating system and
integrated software, (iii) the Software Media, and (iv) Tape Media. Software Media and Tape Media shall have the
meanings ascribed to them below.
Oracle warrants that the hardware will be free from, and using the operating system and integrated software will
not cause in the hardware, material defects in materials and workmanship for one (1) year from the date the
hardware is delivered to you. Oracle warrants that the operating system media and the integrated software media
(collectively “Software Media”) will be free from material defects in materials and workmanship for a period of
ninety (90) days from the date the Software Media is delivered to you.
Oracle warrants that the StorageTek LTO5 and LT06 Ultrium and T10000 T2 tape media will be free from material
defects in material and workmanship and will conform in all material respects to the specifications for its lifetime,
meaning for so long as you use it in the configuration for which it was purchased originally. Oracle warrants that
all other StorageTek LTO Ultrium and T10000 tape media, DLT/SuperDLT tape media, and 9840/9940 tape
media will be free from material defects in materials and workmanship for a period of one (1) year from the date
the tape media is delivered to you. Tape media identified in this section may collectively be referred to as Tape
Media.
The Oracle Hardware Warranty applies only to the hardware, Software Media and Tape Media that have been (1)
manufactured by or for Oracle, (2) sold by Oracle (either directly or by Oracle-authorized distributor), and used
under normal conditions as described in the specifications. The hardware may be new or like new. The Oracle
Hardware Warranty applies to hardware that is new and hardware that is like-new which have been
remanufactured and certified for warranty by Oracle.
4. If You Experience a Warranty Issue
Unless otherwise designated in writing by Oracle, Oracle and Oracle authorized service providers are the only
parties authorized to perform warranty service on the hardware. Upon experiencing a warranty issue, please
contact Oracle via My Oracle Support or contact the Oracle Technical Support Center for your country. Phone
numbers and contact information can be found on Oracle’s support web site located here.
Oracle Hardware Warranty: 18-July-2014
Page 2 of 6
If Oracle is not able to obtain entitlement information through the registration process, you will be asked to provide
the following information when requesting warranty service: your name, address, and contact information; serial
number; a description of the Oracle product; a description of the system configuration; a description of the issue;
and, if applicable, your Passport or Global Purchase Agreement number. You may be required to provide proof of
purchase and/or, if applicable, proof of the installation date prior to receiving warranty service.
5. Warranty Service
WEB Coverage:
24x7 – 365 Days per Year
Phone Coverage:
Local Business Hours
Phone/Web Call Back Response (local business hours only):
Severity 1 Issue – four (4) Hours
Severity 2 Issue – eight (8) Hours
Severity 3 Issue – Next Business Day
Oracle will make commercially reasonable efforts to return your initial telephone or internet request for warranty
service within the designated response time set forth above.
If the "Delivery Method Chart: Replacement Parts and Installation of Integrated Software Updates" (PDF) specifies
on-site warranty service for your hardware and Oracle has determined that an on-site visit is required in order to
address the warranty issue, the visit will be scheduled during local business hours excluding holidays. Oracle will
make commercially reasonable efforts to respond on-site within two (2) business days for hardware located within
a designated Oracle Service Location. Please refer to the attached document “Oracle Service Locations” (PDF)
for a listing of service locations near you. For on-site warranty service outside the identified service locations
response times may be longer.
On-site warranty service is not available for hardware designated as “Return to Oracle” on the "Delivery Method
Chart: Replacement Parts and Installation of Integrated Software Updates" (PDF), Software Media or Tape Media.
Instead, warranty service will be provided in accordance with the Replacement CRU shipment process described
below.
In the event that Oracle determines that your issue can be addressed by shipping a replacement part to you (a
"Customer Replaceable Unit" or "CRU"), Oracle will ship the replacement CRU to your site ("Replacement CRU").
Based on availability, Oracle will use commercially reasonable efforts to ship the Replacement CRU within the
response times set forth above starting once the diagnostic analysis is done. Replacement CRUs will be of new or
like-new quality. You are responsible for installation of Replacement CRUs. Replacement CRUs are not
warranted separately from the hardware, Software Media, or Tape Media, but are warranted as follows: (i)
Replacement CRUs for hardware are warranted under the warranty terms remaining for the hardware into which
the Replacement CRU is installed; (ii) Replacement CRUs for Tape Media or Software Media, are warranted
under the warranty terms remaining for the Tape Media or Software Media being replaced.
Oracle may require that you return your hardware to the original factory-shipped hardware and software
configurations before providing warranty service to you.
In the event that an integrated software update is required in order to address your warranty issue, Oracle will
provide you with instructions for obtaining the update, which may include agreement to additional licensing terms.
You are responsible for implementing the necessary updates.
You are responsible for ensuring that any malfunctioning hardware (or part) or Tape Media being replaced
(“Malfunctioning Product”) is returned to Oracle in accordance with all Oracle shipping or courier instructions. If
you fail to return the Malfunctioning Product within forty-five (45) days of a Replacement CRU being shipped to
you, you will be charged the then-current fee for such Malfunctioning Product. Title in the Malfunctioning Product
shall transfer back to Oracle upon removal from the hardware. It is your responsibility to back up all data before
returning Malfunctioning Product to Oracle. Oracle is not responsible for any data lost or damaged including lost
or damaged as part of the warranty return or repair process nor for any associated data restoration. Further, it is
your responsibility to ensure that no confidential, proprietary, or personal information remains on your
Malfunctioning Product before returning it to Oracle.
Oracle Hardware Warranty: 18-July-2014
Page 3 of 6
All response times are estimates only. Oracle will make commercially reasonable efforts to meet such response
times; however, such response times are dependent upon factors such as location, resource availability, your
enablement of remote support capabilities, and your availability. For hardware, the response times apply to
hardware located within a twenty-five (25)-mile (forty [40]-kilometer) radius of designated service location. Please
refer to the attached document titled “Oracle Service Locations” (PDF) for a listing of service locations.
For Oracle to provide warranty service for hardware relocated outside the original country of delivery, notice of
hardware relocation is required (unless the original country of delivery is in the European Union and the hardware
is relocated within the European Union). To provide notice of hardware relocation, you must submit a completed
Hardware Relocation Form which can be found here. If the original country of delivery is in the European Union,
and the hardware is relocated within the European Union, notice is not required; however, at your option, you may
submit a completed Hardware Relocation Form to facilitate the provision of warranty service. Relocated hardware
will be entitled to the warranty service available in the country to which the hardware is relocated.
If your product contains remote support capabilities, your failure to enable and use such capabilities during the
warranty period may adversely impact Oracle's ability to respond to your requests for warranty service.
Oracle's obligation to deliver warranty service is conditioned upon you fulfilling your obligations identified in this
Oracle Hardware Warranty. Your failure to meet your obligations may result in no warranty service being
provided or a delay in the provision of warranty service.
Any services provided for hardware, Software Media or Tape Media which are not covered by warranty will be
billed on a time and material basis.
6. Tools Used to Perform Warranty Services
Oracle may make available collaboration tools (such as tools that enable Oracle, with your consent, to access
your hardware (e.g. Oracle Shared Shell for hardware)) and software tools (such as tools to assist in the
collection and transmission of configuration data (e.g. Auto Service Request)) to assist with warranty issue
resolution. The tools are licensed under the My Oracle Support Terms of Use, and may be subject to additional
terms provided with the tools. Some of the tools are designed to collect information concerning the configuration
of your computer environment (“tools data”). The tools will not access, collect or store any personally identifiable
information (except for warranty service and technical support contact information) or business data files residing
in your computer environment. By using the tools, you consent to the transmission of your tools data to Oracle for
the purposes of providing reactive and proactive warranty services. In addition, the tools data may be used by
Oracle to help Oracle improve upon product and service offerings.
Some of the tools may be designed to connect automatically or on a periodic basis and you may not receive a
separate notice upon connection. You are responsible for maintaining the telecom gateway through which the
tools communicate tools data to Oracle. Use of the tools is voluntary; however, refusal to use the tools may
impede Oracle’s ability to provide warranty service to you.
Further details about some of the current tools Oracle uses to provide warranty services, and the data collected
and how it is used, are described in the Global Customer Support Security Practices and on My Oracle Support.
You may contact your Oracle sales representative or call your local Customer Support office for more details
regarding the tools and availability.
If Oracle expressly provides in the tools documentation, an ordering document, or readme that the tool is provided
under separate license terms ("Separate Terms") then the Separate Terms shall govern your access and use of
the tool. Similarly, embedded third party software, or third party software, licensed under Separate Terms (for
example Mozilla and LGPL) may be required to access or run the tools per the tools documentation or readme.
Your rights to use a tool or software licensed under Separate Terms shall not be restricted or modified in any way
by your agreement with Oracle.
Auto Service Request
Auto Service Request (“ASR”) allows Oracle hardware which is ASR-enabled to automatically initiate a service
request when specific hardware faults occur by sending fault telemetry information to Oracle. If the ASR enabled
Oracle Hardware Warranty: 18-July-2014
Page 4 of 6
hardware is entitled to service, a service request will be initiated on your behalf. The specific hardware faults
detected by ASR vary by product type, product version and operating system. Not all hardware faults are detected
or sent to Oracle. The ASR fault coverage is subject to change by Oracle at any time and without prior notice.
7. Global Customer Support Security Practices
Oracle is deeply committed to the security of its warranty services. In providing warranty services, Oracle will
adhere to the Global Customer Support Security Practices, which are available at
http://www.oracle.com/us/support/policies/index.html. The Global Customer Support Security Practices are
subject to change at Oracle’s discretion; however, Oracle will not materially reduce the level of security specified
in the Security Practices during the warranty period. To view changes that have been made, please refer to the
attached Statement of Changes (PDF).
8. What the Oracle Hardware Limited Warranty Does Not Cover
Oracle does not provide any warranties for hardware, operating system, integrated software, Software Media or
Tape Media other than those described above. For software licensed by Oracle under a separate license
agreement, you may be entitled to certain warranties as described in your software license agreement.
ORACLE DOES NOT WARRANT UNINTERRUPTED OR ERROR-FREE OPERATIONS OF ANY HARDWARE,
OPERATING SYSTEM, INTEGRATED SOFTWARE, SOFTWARE MEDIA OR TAPE MEDIA.
There is no warranty for any hardware, operating system, integrated software, Software Media or Tape Media that
has been (i) modified, altered or adapted without Oracle's written consent (including modification or removal of the
Oracle/Sun serial number tag on the hardware); (ii) maltreated or used in a manner other than in accordance with
the relevant documentation or specifications or Software Media or Tape Media failures resulting from misuse,
abuse, accident, neglect or mishandling, improperly adjusted or maintained drives, or incorrect environments; (iii)
repaired by any third party in a manner which fails to meet Oracle's quality standards; (iv) improperly installed by
any party other than Oracle or an authorized Oracle certified installation partner; (v) used with equipment or
software not covered by an Oracle Warranty, to the extent that problems are attributable to such use; (vi)
relocated, to the extent that problems are attributable to the relocation; (vii) used directly or indirectly in supporting
activities prohibited by U.S. or other national export regulations; (viii) used by parties appearing on the most
current U.S. export exclusion list; (ix) relocated to countries subject to U.S. trade embargo or restrictions; or (x)
used remotely to facilitate any activities in the countries referenced in (ix) above; or (xi) purchased from any entity
other than Oracle or an Oracle authorized distributor.
This Oracle Hardware Warranty does not apply to normal wear of the hardware, Software Media or Tape Media.
The Oracle Hardware Warranty is extended only to the original purchaser or original lessee of the hardware and
may be void in the event that title to the hardware is transferred. The Oracle Hardware Warranty does not apply
to any products with a prefix of “Y.” Products with a prefix of “Y” can be found here.
9. Third-Party Products
Installation of non-Oracle product by you, or your representative (other than by Oracle), into hardware is strongly
discouraged due to the hardware warranty implications outlined below.
Oracle does not warrant any other third-party products installed into or attached to hardware. Further, if thirdparty product is installed, or fails, in a manner that damages the hardware, then the hardware warranty will not
cover such damage. Replacement or repair of any damaged components in these situations would be subject to
additional charges.
Installation of non-Oracle product into Oracle hardware may also impede and/or add costs in obtaining warranty
services for certain failure conditions. Interoperability, timing, and intermittent failures are some examples of
failure conditions that may require the removal or replacement of the third-party product from the hardware.
For those failure conditions directly or indirectly related to third-party product (which would include any
components accessing or connected to that product that are exhibiting failures), Oracle may, at its sole discretion,
remove the third-party product, or require the customer to remove the third-party product, before commencing
Oracle Hardware Warranty: 18-July-2014
Page 5 of 6
with the troubleshooting process. Oracle's services for removing the third-party product will be subject to
additional charges.
If it is determined that the cause of the failure is the third-party product, then Oracle will charge for the entire
service call.
If it is determined that the third-party product is not the cause of the failure (i.e., if the problem would have
occurred even if third-party product was not installed in or attached to the hardware), then Oracle's service call will
be addressed under the terms of the Oracle Hardware Warranty; provided that the removal of any third-party
product by Oracle will be subject to additional charges.
10. Limitations
To the extent not addressed in your order with Oracle or an Oracle-authorized distributor for the hardware,
operating system, integrated software, Software Media or Tape Media to which this Oracle Hardware Warranty
applies, the following Limitations apply:
NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR
CONSEQUENTIAL DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR DATA USE ARISING OUT
OF OR RELATED TO THIS WARRANTY HOWEVER THEY ARISE, WHETHER IN CONTRACT OR TORT, OR
OTHERWISE.
YOUR EXCLUSIVE REMEDY AND ORACLE'S ENTIRE LIABILITY FOR BREACH OF WARRANTY SHALL BE:
(A) THE REPAIR OR, AT ORACLE'S OPTION AND EXPENSE, REPLACEMENT OF THE DEFECTIVE
PRODUCT, OR (B) IF SUCH REPAIR OR REPLACEMENT IS NOT REASONABLY ACHIEVABLE, YOU MAY
RETURN THE DEFECTIVE PRODUCT FOR A REFUND OF THE FEES YOU PAID ORACLE FOR THE
DEFECTIVE PRODUCT AND, IF APPLICABLE, THE REFUND OF ANY UNUSED PREPAID TECHNICAL
SUPPORT FEES YOU HAVE PAID FOR THE DEFECTIVE PRODUCT. TO THE EXTENT NOT PROHIBITED BY
LAW, THESE WARRANTIES ARE EXCLUSIVE AND THERE ARE NO OTHER EXPRESS OR IMPLIED
WARRANTIES OR CONDITIONS INCLUDING ANY WARRANTIES OR CONDITIONS OF
MERCHANTABILITYAND FITNESS FOR A PARTICULAR PURPOSE.
Nothing in this Oracle Hardware Warranty affects any statutory rights of consumers or other purchasers that
cannot be waived or limited by contract. This limited warranty gives you specific legal rights, and you may also
have other rights which vary from state to state, country to country and jurisdiction to jurisdiction.
11. Contact Information
Phone numbers and contact information can be found on Oracle’s support web site located here.
Oracle Hardware Warranty: 18-July-2014
Page 6 of 6
Oracle Software Technical Support Policies
Effective Date: 17-December-2014
Table of Contents
1. Overview
2. Support Terms
3. Lifetime Support
4. Oracle Technical Support Levels
5. Additional Support Services Available for Purchase
6. Web-Based Customer Support Systems
7. Tools Used to Perform Technical Support Services
8. Global Customer Support Security Practices
9. Severity Definitions
10. Hyperion and Agile Specific Support Terms
11. Contact Information
1. Overview
Unless otherwise stated, these Software Technical Support Policies apply to technical support for all Oracle
software product lines.
"You" and "your" refers to the individual or entity that has ordered technical support from Oracle or an Oracleauthorized distributor.
To receive technical support as provided by Oracle Support Services (“OSS”) as described in these Oracle
Software Technical Support Policies, all programs must be properly licensed.
Technical support is provided for issues (including problems you create) that are demonstrable in the currently
supported release(s) of an Oracle licensed program, running unaltered, and on a certified hardware, database
and operating system configuration, as specified in your order or program documentation.
Product release and supported platforms information for all Oracle programs, other than Phase Forward and
Nimbula programs, is available through Oracle’s web-based customer support systems as described in the WebBased Customer Support Systems section below. Product release and supported platforms information for Phase
Forward and Nimbula programs will be provided to you in writing.
Oracle will provide technical support in accordance with Oracle’s services privacy policy available at
http://www.oracle.com/us/legal/privacy/services-privacy-policy-078833.html and Oracle’s Global Customer
Support Security Practices, as referenced below.
References to the Technical Support Policies in former Oracle, or vendors acquired by Oracle, agreements may
vary (e.g. Software Support Services Terms and Conditions, Maintenance Services Policy, Standard Maintenance
Program, product support policy, Support Services policies, Support Maintenance Agreement, Maintenance and
Technical Support Agreement, Maintenance and Support Schedule 2.0, and Licensee Support Services Policy).
These Technical Support Policies are subject to change at Oracle's discretion; however Oracle policy changes will
not result in a material reduction in the level of the services provided for supported programs during the support
period (defined below) for which fees for technical support have been paid.
To view a comparison of these Oracle Software Technical Support Policies and the previous version of the Oracle
Software Technical Support Policies, please refer to the attached Statement of Changes (PDF).
Oracle Software Technical Support Policies: 17-December-2014
Page 1 of 23
2. Support Terms
Technical Support Fees
Technical support fees are due and payable annually in advance of a support period, unless otherwise stated in
the relevant order or payment plan, financing or leasing agreement with Oracle or an Oracle affiliate (“payment
plan”). Your payment or commitment to pay is required to process your technical support order with Oracle (e.g.,
purchase order, actual payment, or other approved method of payment). An invoice will be issued only upon
receipt of your commitment to pay, and will be sent to a single billing address that you designate. Failure to
submit payment will result in the termination of technical support services. Technical support will be provided
pursuant to the terms of the order under which it is acquired; however, technical support fees due under a
payment plan are due and payable in accordance with the terms and conditions of such payment plan.
Support Period
Technical support is effective upon the effective date of your order unless stated otherwise in your order. If your
order was placed through the Oracle Store, the effective date is the date your order was accepted by Oracle.
Unless otherwise stated in the order, Oracle technical support terms, including pricing, reflect a 12 month support
period (the "support period"). Once placed, your order for technical support services is non-cancelable and the
sums paid non-refundable, except as provided in the relevant order. Oracle is not obligated to provide technical
support beyond the end of the support period.
License Set
A license set consists of (i) all of your licenses of a program, including any options* (e.g., Database Enterprise
Edition and Enterprise Edition Options; Purchasing and Purchasing Options), Enterprise Manager* (e.g.,
Database Enterprise Edition and Diagnostics Pack), or self-service module* (e.g., Human Resources and SelfService Human Resources) licensed for such programs, (ii) all of your licenses of a program that share the same
source code**, or (iii) for Crystal Ball programs, the same licenses of a program contained on a single order, (iv)
for Java Embedded Binary programs, all of the distributed units of the program(s) embedded in each unique Java
Application Product pursuant to the Java Binary License and Redistribution Agreement (“BLRA”) between you
and Oracle, or (v) if you are distributing Java Restricted Use Binary programs or if you are distributing Java
Embedded Binary programs under the Oracle Java Partner Initiative (“OJPI”), all of the end user’s licenses of the
program(s) embedded or included in the Java Application Product pursuant to the BLRA. Development and
demonstration licenses available through the Oracle Partner Network or the Oracle Technology Network are not
included in the definition of a license set.
*As specified on Oracle’s price list.
**Programs that share the same source code are:
•
Database Enterprise Edition, Database Standard Edition, Database Standard Edition One,
and Personal Edition.
•
Internet Application Server Enterprise Edition, Internet Application Server Standard Edition,
WebLogic Server Enterprise Edition, WebLogic Server Standard Edition, WebLogic Suite, and
Web Tier.
•
Oracle FLEXCUBE Core Banking programs
•
Oracle FLEXCUBE Universal Banking for Retail programs
•
Oracle FLEXCUBE Universal Banking for Corporate programs
•
Oracle FLEXCUBE Lending & Leasing programs
•
Oracle Daybreak programs
•
Oracle Banking programs
If you are an Oracle partner and provide first line support to an end user (e.g., Embedded Software License
(“ESL”), Application Specific Full Use (“ASFU”), or any other Oracle authorized provision of first line support), a
license set consists of all of the end user’s licenses of the program(s) embedded or included in the Application
Package pursuant to the ESL Distribution Agreement, ASFU Distribution Agreement, or other distribution
Oracle Software Technical Support Policies: 17-December-2014
Page 2 of 23
agreement between you and Oracle. If the end user also has Full Use licenses supported directly by you, then
those Full Use licenses must also be supported at the same level as the ASFU or ESL licenses.
If Oracle is providing first line support for all of an end user’s ASFU and Full Use licenses, then both the ASFU
and Full Use licenses must be supported at the same level. However, if Oracle is providing first line support for an
end user’s Full Use licenses and you are providing first line support for the ASFU and/or ESL licenses, then the
licenses would not be considered part of the same license set.
Matching Service Levels
When acquiring technical support, all licenses in any given license set must be supported under the same
technical support service level (e.g., Software Update License & Support, Oracle Communications Network
Premier Support or unsupported). If you add Extended Support, you still must maintain Software Update License
& Support for the entire license set; subject to availability, you must acquire Extended Support for all licenses of a
particular version release of a program if you acquire Extended Support for any license in such version release.
You may not support a subset of licenses within a license set; the license set must be reduced by terminating any
unsupported licenses. You will be required to document license terminations via a termination letter.
Reinstatement of Oracle Technical Support
If technical support lapses or was not originally purchased with a program license, a reinstatement fee will be
assessed. The reinstatement fee is computed as follows: a) if technical support lapsed, then the reinstatement
fee is 150% of the last annual technical support fee you paid for the relevant program; b) if you never acquired
technical support for the relevant programs, then the reinstatement fee is 150% of the net technical support fee
that would have been charged if support had been ordered originally for the relevant program per Oracle’s
Support pricing policies in effect at the time of reinstatement. The reinstatement fee in (a) shall be prorated from
the date technical support is ordered back to the date technical support lapsed. The reinstatement fee in (b) shall
be prorated back to the original program license order date.
In addition to the reinstatement fee described above, you must pay the technical support fee for the support
period. This technical support fee is computed as follows: (i) if technical support lapsed, then the technical
support fee for a twelve month support period shall be the last annual technical support fee you paid for the
relevant program; (ii) if you never acquired technical support for the relevant program, then the annual technical
support fee shall be the fee that would have been charged if support had been ordered originally for the relevant
program per Oracle’s Support pricing policies in effect at the time of reinstatement. Renewal adjustments may be
applied to the annual support fee described in (i) and (ii) above.
If you previously acquired technical support from an Oracle-authorized distributor and are now acquiring technical
support directly from Oracle, an uplift may be added to the reinstatement fee and your technical support fee. If
support is not reinstated for the entire license set or if support for a subset of licenses from an order is reinstated,
then the “License Set”, “Matching Service Levels”, and “Pricing following Reduction of Licenses or Support Level”
policies will apply.
Pricing following Reduction of Licenses or Support Level
Pricing for support is based upon the level of support and the volume of licenses for which support is ordered. In
the event that a subset of licenses on a single order is terminated or if the level of support is reduced, support for
the remaining licenses on that license order will be priced at Oracle's list price for support in effect at the time of
termination or reduction minus the applicable standard discount. Such support price will not exceed the previous
support fees paid for both the remaining licenses and the licenses being terminated or unsupported, and will not
be reduced below the previous support fees paid for the licenses continuing to be supported. If the license order
from which licenses are being terminated established a price hold for additional licenses, support for all of the
licenses ordered pursuant to the price hold will be priced at Oracle's list price for support in effect at the time of
reduction minus the applicable standard discount.
Oracle Software Technical Support Policies: 17-December-2014
Page 3 of 23
Custom Application Bundles
Technical support may not be discontinued for a single program module within a custom application bundle.
Unsupported Programs
Customers with unsupported programs are not entitled to download or receive updates, maintenance releases,
patches, telephone assistance, or any other technical support services for unsupported programs. CD packs or
programs purchased or downloaded for trial use, use with other supported programs, or purchased or
downloaded as replacement media may not be used to update any unsupported programs.
Technical Contacts
Your technical contacts are the sole liaisons between you and OSS for technical support services. Your technical
contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate
for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts
must be knowledgeable about the Oracle supported programs and your Oracle environment in order to help
resolve system issues and to assist Oracle in analyzing and resolving service requests. When submitting a
service request, your technical contact must have a baseline understanding of the problem you are encountering
and an ability to reproduce the problem in order to assist Oracle in diagnosing and triaging the problem. To avoid
interruptions in support services, you must notify OSS whenever technical contact responsibilities are transferred
to another individual.
You may designate one (1) primary and four (4) backup individuals ("technical contact") per license set, to serve
as liaisons with OSS. With each USD$250,000 in net support fees per license set, you have the option to
designate an additional two (2) primary and four (4) backup technical contacts. Your primary technical contact
shall be responsible for (i) overseeing your service request activity, and (ii) developing and deploying
troubleshooting processes within your organization. The backup technical contacts shall be responsible for
resolving user issues. You may be charged a fee to designate additional technical contacts.
Oracle may review service requests logged by your technical contacts, and may recommend specific training to
help avoid service requests that would be prevented by such training.
Program Updates
Update means a subsequent release of the program which Oracle generally makes available for program licenses
to its supported customers at no additional license fee, other than shipping charges if applicable, provided you
have ordered a technical support offering that includes software updates for such licenses for the relevant time
period. Updates do not include any release, option or future program that Oracle licenses separately. Updates
are provided when available (as determined by Oracle) and may not include all versions previously available for a
program acquired by Oracle. Oracle is under no obligation to develop any future programs or functionality. Any
updates made available will be delivered to you, or made available to you for download. If delivered, you will
receive one update copy for each supported operating system for which your program licenses were ordered.
You shall be responsible for copying, downloading and installing the updates.
Right to Desupport
It may become necessary as a part of Oracle's product lifecycle to desupport certain program releases and,
therefore, Oracle reserves that right. However, program releases that are expressly identified within Oracle’s
Lifetime Support policy will be governed by the terms of the Lifetime Support Policy. Desupport information is
subject to change.
First and Second Line Support
You are required to establish and maintain the organization and processes to provide “First Line Support” for the
supported programs directly to your users. First Line Support shall include but not be limited to (i) a direct
response to users with respect to inquiries concerning the performance, functionality or operation of the supported
programs, (ii) a direct response to users with respect to problems or issues with the supported programs, (iii) a
diagnosis of problems or issues of the supported programs, and (iv) a resolution of problems or issues of the
supported programs.
Oracle Software Technical Support Policies: 17-December-2014
Page 4 of 23
If after reasonable commercial efforts you are unable to diagnose or resolve problems or issues for the supported
programs, you may contact Oracle for “Second Line Support”. You shall use commercially reasonable efforts to
provide Oracle with the necessary access (e.g., access to repository files, log files, or database extracts) required
to provide Second Line Support; however please do not provide Oracle with access to any health, payment card,
or other sensitive data that requires protections greater than those specified in the Global Customer Support
Security Practices section below.
Second Line Support shall consist of (i) a diagnosis of problems or issues of the supported programs and (ii)
reasonable commercial efforts to resolve reported and verifiable errors in supported programs so that such
supported programs perform in all material respects as described in the associated documentation.
Oracle may review service requests logged by your technical contacts, and may recommend specific organization
and process changes to assist you with the above recommended standard practices.
Third Party Vendor-Specific Support Terms
You must remain on a supported environment – including applications and platforms – to receive technical
support. If a vendor retires support for its product, you may be required to upgrade to a current certified and
supported product, application, hardware platform, framework, database, and/or operating system configuration to
continue receiving technical support services from Oracle.
Technical Support for Development, Demonstration and End User Licenses
Technical support for Development and/or Demonstration licenses is provided through your membership in the
Oracle PartnerNetwork. Before you may provide technical support for a program you have licensed to an end user
you must, in addition to the technical support you may receive for Development and/or Demonstration licenses,
acquire technical support for such program from Oracle and continuously maintain it for as long as you provide
support to the end user.
3. Lifetime Support
Lifetime Support consists of the following service levels:
• Premier Support (also referred to as, and will be documented on your order as, “Software Update License
& Support” or “Oracle Communications Network Software Premier Support”)
• Extended Support (if offered)
• Sustaining Support
A description of the services available under Premier Support, Extended Support and Sustaining Support is
included in the Oracle Technical Support Levels section below.
When offered and except as noted below, Premier Support will be available for five years from the date a release
of the Oracle program becomes generally available. If offered, support may be extended for an additional three
years with Extended Support for specific releases. Except as noted below, in addition to the technical support
fee, an Extended Support fee applies for each support period for which Extended Support is purchased.
Alternatively, and if offered, support may be extended with Sustaining Support, which will be available for as long
as you maintain technical support for your Oracle program licenses.
For specific programs that are, or will be covered by the Lifetime Support Policy, service levels offered, and
timeframes refer to the following:
•
•
•
•
For server technology programs view “Lifetime Support Policy: Coverage for
TechnologyProducts” (PDF)
For fusion middleware programs view “Lifetime Support Policy: Coverage for Fusion
Middleware” (PDF)
For application programs view “Lifetime Support Policy: Coverage for Applications” (PDF)
For retail application programs view “Lifetime Support Policy: Coverage for Retail Applications”
(PDF)
Oracle Software Technical Support Policies: 17-December-2014
Page 5 of 23
•
•
•
For Sun software and operating system products view “Lifetime Support Policy: Coverage for
Sun Software and Operating System Products” (PDF)
For Oracle Linux program releases view “Lifetime Support Policy: Coverage for Oracle Linux and
Oracle VM” (PDF)
For OFSS programs view “Lifetime Support Policy: Coverage for Oracle Financial Services
Software” (PDF)
Exceptions - For customers with a current support contract running:
1. PeopleTools. The PeopleTools program, provided in conjunction with a PeopleSoft application program
release, will be supported for as long as such application program release is supported. Patches and
platform certifications for a PeopleTools minor release will be provided until 12 months after the next
minor release is made generally available or Oracle announces that no future releases will be made;
critical patch updates for a PeopleTools minor release may be provided for up to 24 months after the next
minor release is made generally available.
You must apply PeopleTools minor releases in order to continue to receive Premier or Extended Support,
if offered, for a PeopleSoft application program release. You may be required to apply PeopleTools minor
releases to remain current with versions of third party technologies and products as supported by the
provider of the third party product.
PeopleSoft application maintenance, which includes but is not limited to: images, patches, bundles, and
maintenance packs, may require an upgrade to a newer version of PeopleTools.
Oracle reserves the right to make changes to the third party products included in the PeopleTools
program release which includes but is not limited to: (i) requiring newer versions of the third party
products, (ii) changing the way in which third party products are packaged and distributed and (iii)
replacing or remediating one or more third party products.
2. Oracle Database 11gR2: The Extended Support fee has been waived for the period of February 2015 –
January 2016. During this period, you will receive Extended Support during these periods as described in
the Oracle Technical Support Levels section below.
3. Oracle Database 10gR2: Except as otherwise specified in the table below, Extended Support will be
made available at Oracle’s then current Extended Support pricing from: August 2013 – July 2015.
Extended Support for Oracle Database 10gR2 will be limited to Severity 1 fixes only; critical patch
updates will not be made available.
For customers running Oracle Database 10gR2 on:
Platform
Fujitsu BS2000
HP OpenVMS on
Itanium
IBM z/OS
Linux Itanium and
Windows Itanium
The Extended Support fee will be waived from August 2010 –
July 2014.
The Extended Support fee will be waived from August 2010 –
July 2015. For the period of August 2015 – July 2017,
Extended Support will continue to be available but will be at
then-current Extended Support fees. During this period,
Extended Support will be limited to Severity 1 fixes only;
critical patch updates will not be made available.
After July 2013, Extended Support will continue to be available
at Oracle’s then-current Extended Support fees. Extended
Support will be limited to Severity 1 fixes only; critical patch
updates will not be made available.
For the period of August 2013 – December 2015, Extended
Support will continue to be available but will be at then-current
Oracle Software Technical Support Policies: 17-December-2014
Page 6 of 23
Extended Support fees. During this period, Extended Support
will be limited to Severity 1 fixes only; critical patch updates
will not be made available.
4.
HP-UX and Itanium-2 Processor: The following Extended Support exceptions apply to those customers
running the supported Oracle program releases on certified OS versions of the HP-UX on the Itanium-2
processor based platform:
Oracle Program
Release
Oracle Database
10gR2
Oracle Database
11gR1
Oracle Database
11gR2
WebLogic Server
9.2
Tuxedo 9.1
Extended Support will be available, at Oracle’s then-current
Extended Support fees, through December 2015. For the
period of August 2013 – December 2015, Extended Support
will be limited to Severity 1 fixes only; critical patch updates
will not be made available.
Extended Support will be available, at Oracle’s then-current
Extended Support fees, through December 2015. For the
period of September 2015 – December 2015, Extended
Support will be limited to Severity 1 fixes only; critical patch
updates will not be made available.
Extended Support will be available, at Oracle’s then-current
Extended Support fees, through December 2020. For the
period of February 2018 – December 2020, Extended Support
will be limited to Severity 1 fixes only; critical patch updates
will not be made available.
Extended Support will be available, at Oracle’s then-current
Extended Support fees, through December 2015. For the
period of December 2013 - December 2015, Extended
Support will be limited to Severity 1 fixes only; critical patch
updates will not be made available.
Extended Support will be available, at Oracle’s then-current
Extended Support fees, through December 2015. For the period
of July 2014 - December 2015, Extended Support will be limited
to Severity 1 fixes only; critical patch updates will not be made
available.
5. Oracle e-Business Suite:
a) Oracle e-Business Suite Extended Support: The Extended Support fee has been waived for
the Oracle program releases and periods stated below.
Oracle Program Release
Oracle e-Business Suite 12.0
Oracle e-Business Suite 12.1
The Extended Support Fee will be
waived from:
February 2012 – January 2015
January 2017 – December 2019
b) Oracle e-Business Suite 11.5.10 Sustaining Support: For Sustaining Support for Oracle eBusiness Suite 11.5.10, provided from December 2013 – December 2015, Oracle will continue to
provide: Severity 1 fixes, critical patch updates and United States Tax Form 1099 updates for the
2013 and 2014 tax years. During this period, payroll regulatory tax updates will only be provided
for the countries and tax years specified below.
Country
United States and
Canada
2013 Tax Year
January 1, 2013 –
December 31, 2013
Oracle Software Technical Support Policies: 17-December-2014
2014 Tax Year
January 1, 2014 – December
31, 2014
Page 7 of 23
United Kingdom
Australia
N/A
N/A
April 6, 2013 – April 5, 2014
July 1, 2013 – June 30, 2014
6. PeopleSoft Enterprise 9.0 and PeopleSoft Enterprise 9.1: The Extended Support fee will be waived for
the entire Extended Support period.
7. JD Edwards EnterpriseOne and JD Edwards World:
a. JD Edwards EnterpriseOne 9.0, JD Edwards EnterpriseOne 9.0 Update 2 (i.e., 9.0.2) and/or
JD Edwards EnterpriseOne 9.1 releases: The Extended Support fee will be waived for the
entire Extended Support Period. Please review the Lifetime Support policy for Extended Support
timeframes.
b. JD Edwards World A9.1: The Extended Support fee will be waived from: May 2013 – April 2015.
c. JD Edwards World A9.2, JD Edwards World A9.2.1, and/or JD Edwards World A9.3: The
Extended Support fee will be waived for the entire Extended Support period. Please review the
Lifetime Support policy for Extended Support timeframes.
8. Oracle Portal 11gR1 and Oracle Discoverer 11gR1 (Oracle Fusion Middleware): The Extended
Support fee will be waived from July 2014 – June 2015.
9. Oracle Exadata Storage Server Software 11.2 (program releases 11.2.3.2.2 and above): The
Extended Support fee will be waived from October 2014 – September 2015.
10. Oracle Insurance Policy Administration System (J2EE) 8.016.43.0 Sustaining Support: For
Sustaining Support for Oracle Insurance Policy Administration Systems (J2EE) 8.016.43.0, Oracle will
continue to provide Severity 1 fixes through December 31, 2014.
4. Oracle Technical Support Levels
Software Update License & Support
Program releases in the Premier Support phase of Oracle’s product support lifecycle will receive Software Update
License & Support. Software Update License & Support consists of:
•
•
•
•
•
•
•
•
•
•
Program updates, fixes, security alerts and critical patch updates
Tax, legal and regulatory updates (availability may vary by country and/or program)
Upgrade scripts (availability may vary by program)
Certification with most new third-party products/versions (availability may vary by program)
Major product and technology releases, which includes general maintenance releases, selected
functionality releases, and documentation updates
Assistance with service requests 24 hours per day, 7 days a week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online, unless stated otherwise
Current licensees of MySQL Classic Edition Annual Subscription, MySQL Cluster Carrier Grade Edition
Annual Subscription, MySQL Enterprise Edition Annual Subscription or MySQL Standard Edition Annual
Subscription (“MySQL Subscription”), may receive Software Update License & Support (SULS) for
MySQL Community Edition,* except that SULS for MySQL Community Edition does not include Updates
of any kind. MySQL Community Edition may not contain all of the features and functionality of the
programs contained in the MySQL Subscription. (*Community Edition refers to MySQL licensed under
the GPL license.)
For Oracle VM VirtualBox Enterprise, Software Update License & Support (SULS) is limited to the
platforms specified here. SULS is not available for Oracle VM VirtualBox Enterprise features noted as
experimental; such features are specified in the Oracle VM VirtualBox User Manual located here
Access to Platinum Services as described at
http://www.oracle.com/us/support/library/platinum-services-policies-1652886.pdf
Oracle Software Technical Support Policies: 17-December-2014
Page 8 of 23
•
Non-technical customer service during normal business hours
Software Update License & Support for the Audit Vault and Database Firewall program (formerly the Database
Firewall and Database Firewall Management Server programs) consists of:
• The Software Update License & Support described above
• 24x7 access to Oracle Unbreakable Linux Network
1
• Hardware Certification
• Backport of fixes, using commercially reasonable efforts, for any Oracle Linux program released from
Oracle for a period of six (6) months from the date the next release of the Oracle Linux program becomes
generally available; the Backport Schedule is available at http://linux.oracle.com/backport-schedule.html
Notes:
1. Hardware certification will be provided for the first six (6) years from the data a release of the Oracle
Linux program becomes generally available. After six (6) years, hardware certification may be
provided at Oracle’s sole discretion; however Oracle is under no obligation to provide such hardware
certification.
Limited Software Update License & Support is available for the Phase Forward programs (i.e., Clinical
Development Center, Clintrial, Empirica (Gateway, Signal, Trace), InForm, and LabPas). The limited Software
Update License & Support consists of:
• Program updates, fixes, security alerts and critical patch updates
• Assistance with service requests during normal business hours
• Ability to log service requests as specified in the following link:
http://www.oracle.com/us/support/contact/health-sciences-license-support/index.html
• Non-technical customer service during normal business hours
Extended Support
Extended Support may be available for certain Oracle program releases after Premier Support expires. When
Extended Support is offered, it is generally available for three years following the expiration of Premier Support
and only for the terminal patchset release of a program. Unless otherwise stated in this section, supported
program releases eligible for Extended Support will receive Software Update License & Support limited to the
following:
•
•
•
•
•
•
•
•
Program updates, fixes, security alerts, and critical patch updates
Tax, legal and regulatory updates (availability may vary by country and/or program)
Upgrade scripts (availability may vary by program)
Major product and technology releases, which includes general maintenance releases, selected
functionality releases, and documentation updates
Assistance with service requests 24 hours per day, 7 days per week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Access to Platinum Services as described at
http://www.oracle.com/us/support/library/platinum-services-policies-1652886.pdf
Non-technical customer service during normal business hours
Extended Support does not include:
• Certification with new third party products/versions
Extended Support for Java SE - Java SE program releases eligible for Extended Support will receive Java SE
Support limited to the following:
• Bug fixes, security fixes and minor updates
• Upgrade tools
• Assistance with service requests 24 hours per day, 7 days a week
Oracle Software Technical Support Policies: 17-December-2014
Page 9 of 23
•
•
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Non-technical customer service during normal business hours
Extended Support for Oracle Linux - Extended Support is not available for the Oracle Linux programs.
Sustaining Support
Sustaining Support will be available after Premier Support expires. As program releases under Sustaining
Support are no longer fully supported, information and skills regarding those releases may be limited. The
availability of hardware systems to run such program releases may also be limited. Unless otherwise stated in this
section, program releases eligible for Sustaining Support will receive Software Update License & Support limited
to the following:
•
•
•
•
•
•
•
Program updates, fixes, security alerts, and critical patch updates created during Premier Support and
Extended Support (if offered and only after the Extended Support period ends)
Tax, legal, and regulatory updates (availability may vary by country and/or program) created during
Premier Support and Extended Support (if offered and only after the Extended Support Period ends)
Upgrade scripts (availability may vary by program) created during Premier Support and Extended Support
(if offered and only after the Extended Support Period ends)
Major product and technology releases, which includes general maintenance releases, selected
functionality releases, and documentation updates
Assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days a week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Non-technical customer service during normal business hours
Sustaining Support does not include:
• New program updates, fixes, security alerts, and critical patch updates
• New tax, legal, and regulatory updates
• New upgrade scripts
• Certification with new third party products/versions
• 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity
Level section below
• Previously released fixes or updates that Oracle no longer supports
Sustaining Support for Oracle Linux - Oracle Linux program releases eligible for Sustaining Support will receive
Software Update License & Support limited to the following:
• Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
• 24x7 access to Oracle Unbreakable Linux Network
• Access to patches, fixes, and security alerts created during the Premier Support period
Sustaining Support for the Oracle Linux programs does not include:
• Access to new patches, fixes, and security alerts
• 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity
Level section below
• Hardware certification
• Backport of fixes
Sustaining Support for Java SE - Java SE program releases eligible for Sustaining Support will receive Java SE
Support limited to the following:
• Minor updates and bug and security fixes created during Premier Support and Extended Support (if
offered and only after the Extended Support Period ends)
Oracle Software Technical Support Policies: 17-December-2014
Page 10 of 23
•
•
•
•
Upgrade tools created during Premier Support and Extended Support (if offered and only after the
Extended Support Period ends)
Assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days per
week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Non-technical customer service during normal business hours
Sustaining Support for the Java SE program releases does not include:
• New minor updates and bug and security fixes
• New upgrade tools
• 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity
Level section below
• Previously released fixes or updates that Oracle no longer supports
Sustaining Support for Nimbula – Nimbula program releases eligible for Sustaining Support will receive Software
Update License & Support limited to the following:
• Access to existing program updates and fixes only (i.e., new program updates and fixes will not be
provided)
• Assistance with service requests during normal business hours.
• Ability to log service requests via the following email: [email protected]
• Non-technical customer service during normal business hours
Sustaining Support for the Nimbula program releases does not include:
• Access to new program updates and fixes
• 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity
Level section below
Oracle Communications Network Software Premier & Sustaining Support
Oracle Communications Network Software Premier Support is available for the following program categories
(collectively “Oracle Communications Network Software”): Oracle Communications EAGLE, Oracle
Communications Performance Intelligence Center, Oracle Communications Diameter Signaling Router, Oracle
Communications Policy Management and Oracle Communications Subscriber Data Management. Oracle
Communications Network Software Premier Support consists of:
• Program updates, fixes, security alerts and critical patch updates
• Certification with most new third-party products/versions (availability may vary by program)
• Remote installation of Oracle Communications Network Software
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
• Non-technical customer service during normal business hours
For Oracle Communications Network Software Premier Support only, reasonable efforts will be made to respond
to service requests per the Response Times set forth in the guidelines below; however, Oracle’s failure to adhere
to the times stated will not constitute a breach by Oracle. The guidelines are for informational purposes only and
subject to change at Oracle’s discretion.
Severity
Level
Severity 1
Severity 2
Severity 3
1.
Response Time
15 minutes
15 minutes
N/A
1
Remote Restoration Time
6 hours
48 hours
N/A
1
Resolution Time
1
30 calendar days
30 calendar days
180 calendar days
For purposes of the above table, the following definitions apply:
Oracle Software Technical Support Policies: 17-December-2014
Page 11 of 23
•
•
•
Response Time - The elapsed time beginning when you create a service request until
Oracle first responds to you.
Remote Restoration Time - The elapsed time beginning when Oracle achieves
remote access to the applicable program and when Oracle notifies you that a solution
has been offered. The Remote Restoration Time frames do not apply if program
code changes are required.
Resolution Time - The elapsed time beginning when you create a service request to
when your issue is resolved.
Certain Oracle Communications Network Software program releases may be eligible to receive Oracle
Communications Network Software Sustaining Support. Oracle Communications Network Software Sustaining
Support consists of:
•
•
•
•
•
Program Updates
Fixes and security alerts created during the Premier Support period
Assistance with service requests 24 hours per day, 7 days a week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Non-technical customer service during normal business hours
Sustaining Support for the Oracle Communications Network Software program releases does not include:
• New fixes and security alerts
• Remote installation of Oracle Communications Network Software
• Certification with new third party products/versions
• Response Times identified above
5. Additional Support Services Available for Purchase
Incident Server Support Package
Incident Server Support provides web-based technical support on a per server basis in packages of 10 service
requests to be used within a 12 month period. Any unused service requests at the end of the support period shall
expire. Incident Server Support for a program may be acquired with the initial program license purchase and, if
acquired with such purchase, may be renewed for subsequent support periods for as long as Premier Support is
available for your Oracle program license. If you want to obtain Software Update License & Support, it will be
subject to Oracle's reinstatement policies in effect at the time Software Update License & Support is acquired.
Incident Server Support is available for the following across all platforms:
•
•
Oracle Database Incident Server Support Package: Oracle Database Enterprise Edition, Oracle Database
Standard Edition, Oracle Database Standard Edition One, Partitioning, and Real Application Clusters
Oracle Application Incident Server Support Package: Internet Application Server Enterprise Edition
Internet Application Server Standard Edition, and Internet Application Server Java Edition
Incident Server Support consists of:
• 10 service requests
• Access to My Oracle Support (24x7 web-based technical support system), including the ability to log
service requests online
• Access to downloadable software patches and patchsets
Service requests requiring resolution of a program bug will not be counted against your overall service request
total. Your access to Incident Server Support services, including My Oracle Support, ends on the earlier of (i)
expiration of the support period; or (ii) resolution of your final service request. The Incident Server Support
Packages do not include updates and may not be used, purchased, or sold in conjunction with any other support
offering.
Oracle Software Technical Support Policies: 17-December-2014
Page 12 of 23
If you renew Incident Server Support Package, your renewal fee for such services will be based on Oracle’s
Incident Server Support Package pricing policies in effect at the time of renewal. Contractual caps on technical
support fees do not apply to these services, unless expressly stated otherwise in the applicable order. Incident
Server Support Package is not subject to the Reinstatement of Oracle Technical Support section above.
Oracle Java Development Tools Support
Oracle Java Development Tools Support is available for the following programs: Sun NetBeans, Oracle
Enterprise Pack for Eclipse, and Oracle JDeveloper (downloaded from the Oracle Technology Network after June
28, 2005). If you acquire Oracle Java Development Tools Support, you will receive support for all of the programs
included above.
Oracle Java Development Tools Support consists of:
• Access to patches and fixes
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support (24 x 7 web-based technical support system), including the ability to log
service requests online
• Non-technical customer service during normal business hours
Oracle Java Development Tools Support does not include upgrades to new program releases. Contractual caps
on technical support fees do not apply to these services, unless expressly stated otherwise in the applicable
order.
Oracle Solaris Development Tools Support
Oracle Solaris Development Tools Support is available for the following programs: Oracle Solaris Studio and
Oracle Solaris Studio Express. If you acquire Oracle Solaris Development Tools Support, you will receive support
for all of the programs included above.
Oracle Solaris Development Tools Support consists of:
• Access to patches and fixes
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support (24 x 7 web-based technical support system), including the ability to log
service requests online
• Non-technical customer service during normal business hours
Oracle Solaris Development Tools Support does not include upgrades to new program releases or access to
Oracle Solaris updates, fixes or patches. Contractual caps on technical support fees do not apply to these
services, unless expressly stated otherwise in the applicable order.
Oracle Application Development Framework Essentials Support
Oracle Application Development Framework Essentials Support is available for Oracle Application Development
Framework (ADF) Essentials program releases. Oracle Application Development Framework Essentials Support
consists of:
• Access to patches and fixes
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support (24 x 7 web-based technical support system), including the ability to log
service requests online
• Non-technical customer service during normal business hours
Oracle Application Development Framework Essentials Support does not include upgrades to new program
releases. Contractual caps on technical support fees do not apply to these services, unless expressly stated
otherwise in the applicable order.
Java SE Support
Java SE Support is available for Java SE program releases. Java SE Support consists of:
Oracle Software Technical Support Policies: 17-December-2014
Page 13 of 23
•
•
•
•
•
Bug fixes, security fixes and minor updates
Upgrade tools
Assistance with service requests 24 hours per day, 7 days per week
Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
Non-technical customer service during normal business hours
If you acquire Java SE Support, the services described above are in support of licenses you acquired separately.
Bug fixes, security fixes and minor updates received as part of the services described above shall be provided
under the terms of the appropriate license agreement that you accepted upon downloading and/or installing the
Java SE program. Contractual caps on technical support fees do not apply to these services, unless expressly
stated otherwise in the applicable order.
NoSQL Database Community Edition Support
NoSQL Database Community Edition Support is available for NoSQL Database Community Edition program
releases. NoSQL Database Community Edition Support consists of:
• Access to patches and fixes
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support (24 x 7 web-based technical support system), including the ability to log
service requests online
• Non-technical customer service during normal business hours
NoSQL Database Community Edition Support does not include upgrades to new program releases. Contractual
caps on technical support fees do not apply to these services, unless expressly stated otherwise in the applicable
order.
Service Request Packages
Service Request Packages are made available to members of the Oracle Partner Network. Service Request
Packages provide web-based technical support in packages of 10 or 25 service requests, do not include updates,
and are not available for all programs. Please contact your OPN Interaction Center at http://partner.oracle.com
for program availability.
Service Request Packages are valid for one year from the date of purchase. Any unused service request(s) will
expire at the earlier of (i) the end of such year, or (ii) the end of your OPN membership term if such membership
is not renewed. Access to log service requests will be restricted at the same time the final service request is
resolved.
Oracle Priority Support
If you acquire Oracle Priority Support on your order, Oracle will provide Oracle Priority Support as described at
http://www.oracle.com/us/corporate/contracts/priority-support-2332207.pdf.
North American Payroll Tax Updates
North American Payroll Tax Updates is available for the following Peoplesoft HRMS Payroll for North America
program releases: 8.8 Service Pack 1, 8.9 and 9.0. Customers who acquire North American Payroll Tax Updates
will receive one (1) calendar year of tax updates for the applicable Peoplesoft HRMS Payroll for North America
program release. North American Payroll Tax Updates is only available in the following countries: United States,
Canada and Puerto Rico.
In order to acquire North American Payroll Tax Updates, your licensed Peoplesoft HRMS Payroll for North
American program must be currently supported with Software Update License & Support. North American Payroll
Tax Updates will be delivered through My Oracle Support.
North American Payroll Tax Updates may be acquired for the applicable Peoplesoft HRMS Payroll for North
America program releases as follows: (i) through December 2017 for program releases 8.9 and 9.0 and (ii)
Oracle Software Technical Support Policies: 17-December-2014
Page 14 of 23
through December 2016 for program release 8.8 Service Pack 1. Contractual caps on technical support fees do
not apply to these services, unless expressly stated otherwise in the applicable order. North American Payroll
Tax Updates is not subject to the Reinstatement policies stated above.
Global Payroll Legislative Tax Updates
Global Payroll Legislative Updates is available for PeopleSoft HRMS Global Payroll program release 8.9.
Customers who acquire Global Payroll Legislative Updates will receive one (1) calendar year of legislative
updates for PeopleSoft HRMS Global Payroll program release 8.9. Global Payroll Legislative Updates is only
available in the following countries: Australia, New Zealand, Spain, France, Mexico, United Kingdom and India.
In order to acquire Global Payroll Legislative Tax Updates, your licensed PeopleSoft HRMS Global Payroll
program must be currently supported with Software Update License & Support. Global Payroll Legislative Tax
Updates will be delivered through My Oracle Support.
Global Payroll Legislative Tax Updates may be acquired for up to two (2) years from the availability of Sustaining
Support for PeopleSoft HRMS Global Payroll program release 8.9. Contractual caps on technical support fees do
not apply to these services, unless expressly stated otherwise in the applicable order. Global Payroll Legislative
Tax Updates are not subject to the Reinstatement policies stated above.
Financials Legislative Updates for Oracle E-Business Suite
Financials Legislative Updates for Oracle E-Business Suite is available for the Oracle E-Business Suite releases
specified in the Financial Legislative Updates for Oracle E-Business Service Availability Matrix below. If you
purchase these services, you will receive one (1) calendar year of financials legislative updates and/ or Severity 1
fixes for the applicable Oracle E-Business Suite release. In order to acquire Financials Legislative Updates for
Oracle E-Business Suite, your licensed Oracle E-Business Suite must be currently supported with Software
Update License & Support.
The Financials Legislative Updates for Oracle E-Business Suite service consists of the following components that
can be purchased separately: Tier 1, Tier 2, Tier 3 and Single Country. Tier 1, Tier 2 and Tier 3 consist of
services for more than one country. Single Country consists of services for an individual country. Please see the
Financials Legislative Updates for Oracle E-Business Service Availability Matrix below for service availability and
time frames.
The components are as follows:
Tier 1 - Tier 1 consists of: Severity 1 fixes, critical patch updates and United States Tax Form 1099 updates for
the applicable tax year(s). For the Oracle E-Business Suite 11.5.10 release, Tier 1 is currently available through
December 31, 2015 at no additional fee under Sustaining Support to customers currently supported with Software
Update License & Support; thereafter the fee will be based upon the then-current Tier 1 fee. Please see the
Lifetime Support section above for additional information. For the Oracle E-Business Suite release 12.0.6, the fee
will be based upon the then-current Tier 1 fee.
Tier 2 - Tier 2 consists of: Severity 1 fixes, critical patch updates, United States Tax Form 1099 updates for the
applicable tax year(s), and financials legislative updates for the following countries: United States, Canada,
Mexico, United Kingdom, France, Italy, Netherlands, Germany, Switzerland, South Africa, Spain, Saudi Arabia,
United Arab Emirates, Bahrain, Kuwait, Australia, Japan, China, and South Korea. If you purchase Tier 2, your
fee for such services will be based on the then-current Tier 2 fee.
Tier 3 - Tier 3 consists of: Severity 1 fixes, critical patch updates, United States Tax Form 1099 updates for the
applicable tax year(s), and financials legislative updates for the following countries: United States, Canada,
Mexico, United Kingdom, France, Italy, Netherlands, Germany, Switzerland, South Africa, Spain, Saudi Arabia,
United Arab Emirates, Bahrain, Kuwait, Australia, Japan, China, South Korea, and additional countries as
specified on My Oracle Support (i.e., Financials Legislative Updates for Oracle E-Business Suite 11.5.10 (Doc ID
1597513.1)). If you purchase Tier 3, your fee for such services will be based on the then-current Tier 3 fee.
Oracle Software Technical Support Policies: 17-December-2014
Page 15 of 23
Single Country - Single country consists of: Financials legislative updates for the following countries: United
States, Canada, Mexico, United Kingdom, France, Italy, Netherlands, Germany, Switzerland, South Africa, Spain,
Saudi Arabia, United Arab Emirates, Bahrain, Kuwait, Australia, Japan, China, South Korea, Poland and Brazil. If
you purchase the Single Country option, your fee for such services will be based on the then-current Single
Country fee.
The following Financials Legislative Updates for Oracle E-Business Service Availability Matrix describes the
service availability and time frames.
Tier 1
Financials Legislative Updates for Oracle E-Business Service Availability Matrix
Oracle E-Business Suite 11.5.10
Oracle E-Business Suite 12.0.6
cumulative update 2
December 1, 2013 – December 31,
February 1, 2015 – December 31, 2015
2016*
Tier 2
Tier 3
Single Country
*Please see the Tier 1 description
above for services provided through
December 31, 2015
December 1, 2013 – December 31,
2015
December 1, 2013 – December 31,
2015
December 1, 2014 – December 31,
2015
Not Available
Not Available
Not Available
Information on financials legislative updates and applicable countries is available on My Oracle Support (i.e.,
Financials Legislative Updates for Oracle E-Business Suite 11.5.10 (Doc ID 1597513.1) and E-Business Suite
Releases – Support Policy FAQ (Doc ID 1494891.1)). Financials Legislative Updates for Oracle E-Business Suite
will be delivered through My Oracle Support.
The following only applies to Oracle E-Business Suite 11.5.10:
• Oracle will not provide financials legislative updates for Oracle E-Business Suite 11.5.10 any sooner
or with any greater scope than what is made available under a subsequent release of Oracle EBusiness Suite (e.g., Oracle E-Business Suite release 12 or higher).
• Country-specific financials legislative updates (“localized updates”) provided under Tier 2, Tier 3 and
Single Country will only be made available if such localized updates are also made available in a
subsequent release of Oracle E-Business Suite. In the event localized updates are provided for
additional countries in a subsequent release of Oracle E-Business Suite, such localized updates for
the additional countries will not be provided for Oracle E-Business Suite 11.5.10.
• Due to architectural or other changes between a subsequent release of Oracle E-Business Suite and
Oracle E-Business Suite 11.5.10, Oracle may not provide all localized updates for Oracle E-Business
Suite 11.5.10 that are made available in a subsequent release of Oracle E-Business Suite.
If you renew Financials Legislative Updates for Oracle E-Business Suite, your renewal fee for such services will
be based on the current pricing policies in effect at the time of renewal. Contractual caps on technical support
fees do not apply to these services, unless expressly stated otherwise in the applicable order. Financials
Legislative Updates for Oracle E-Business Suite is not subject to the Reinstatement policies stated above.
Oracle Software Technical Support Policies: 17-December-2014
Page 16 of 23
Payroll Legislative Updates for Oracle E-Business Suite 11.5.10
Payroll Legislative Updates for Oracle E-Business Suite 11.5.10 is available for Oracle E-Business Suite release
11.5.10 cumulative update 2. Customers who acquire Payroll Legislative Updates for Oracle E-Business Suite
11.5.10 will receive one (1) tax year of payroll legislative updates for the Oracle E-Business Suite 11.5.10 release.
In order to acquire Payroll Legislative Updates for Oracle E-Business Suite 11.5.10, your licensed Oracle EBusiness Suite Payroll must be currently supported with Software Update License & Support.
Payroll Legislative Updates for Oracle E-Business Suite 11.5.10 is available for the following countries and tax
years:
Country
Australia
2014 Tax Year
See note 1 below
United
Kingdom
United States
See note 1 below
Canada
See note 1 below
India
April 1, 2013 – March 31, 2014
Japan
January 1, 2014 – December 31,
2014
(includes limited updates for the
2013 tax year; see note 2 below)
January 1, 2014 – December 31,
2014
(includes limited updates for the
2013 tax year; see note 2 below)
January 1, 2014 – December 31,
2014
(includes limited updates for the
2013 tax year; see note 2 below)
January 1, 2014 – December 31,
2014
(includes limited updates for the
2013 tax year; see note 2 below)
January 1, 2014 – December 31,
2014
(includes limited updates for the
2013 tax year; see note 2 below)
January 1, 2014 – December 31,
2014
(includes limited updates for the
2013 tax year; see note 2 below)
Mexico
Republic of
Ireland
Saudi Arabia
Singapore
South Korea
See note 1 below
2015 Tax Year
July 1, 2014 – June 30,
2015
April 6, 2014 – April 5, 2015
January 1, 2015 –
December 31, 2015
January 1, 2015 –
December 31, 2015
April 1, 2014 – March 31,
2015
Not Available
2016 Tax Year
Not Available
April 6, 2015 – April 5,
2016
Not Available
Not Available
Not Available
Not Available
Not Available
Not Available
Not Available
Not Available
Not Available
Not Available
January 1, 2015 –
December 31, 2015
Not Available
Not Available
Not Available
Notes:
1. For the specified countries and tax years noted above, payroll regulatory updates are provided under
Sustaining Support to customers with a current support contract. Please see the Lifetime Support section
above for additional information.
2. For the specified countries noted above, payroll regulatory updates provided by Oracle from December 1
– December 31, 2013 for the 2013 tax year are included as part of the Payroll Legislative Updates for
Oracle E-Business Suite 11.5.10 service for the 2014 tax year.
Oracle Software Technical Support Policies: 17-December-2014
Page 17 of 23
Payroll Legislative Updates for Oracle E-Business Suite 11.5.10 will be delivered through My Oracle Support and
will require the latest available HRMS R11i RUP (See My Oracle Support document Mandatory Family
pack/Rollup patch (RUP) levels for Oracle Payroll (Doc ID 295406.1)).
If you renew Payroll Legislative Updates for Oracle E-Business Suite 11.5.10, your renewal fee for such services
will be based on the current pricing policies in effect at the time of renewal. Contractual caps on technical support
fees do not apply to these services, unless expressly stated otherwise in the applicable order. Payroll Legislative
Updates for Oracle E-Business Suite 11.5.10 is not subject to the Reinstatement policies stated above.
Financial and Payroll Legislative Updates for JD Edwards
Financials and Payroll Legislative Updates for JD Edwards is available for JD Edwards EnterpriseOne program
releases XE, 8.0 and 8.12 and JD Edwards World program releases A7.3 and A8.1. If you purchase these
services, you will receive one (1) calendar year of financials and payroll legislative updates and Severity 1 fixes
for the applicable JD Edwards release. In order to acquire Financials and Payroll Legislative Updates for JD
Edwards, your licensed JD Edwards EnterpriseOne and/or JD Edwards World program must be currently
supported with Software Update License & Support.
The Financials and Payroll Legislative Updates for JD Edwards service consists of the following components that
can be purchased separately: Tier 1, Tier 2, Tier 3, Single Country Financial Legislative Updates and Single
Country Payroll Legislative Updates. Tier 1, Tier 2 and Tier 3 consists of services for more than one country.
Single Country Financial Legislative Updates and Single Country Payroll Legislative Updates consist of services
for an individual country.
The components are as follows:
Tier 1 - Tier 1 consists of: Severity 1 fixes, United States Tax Form 1099 updates for the applicable tax year(s),
and payroll legislative and financials legislative updates for the applicable tax year(s) for the United States and
Canada. If you purchase Tier 1, your fee for such services will be based on the then-current Tier 1 fee.
Tier 2 - Tier 2 consists of: Severity 1 fixes, United States Tax Form 1099 updates for the applicable tax year(s)
and payroll legislative and financials legislative updates for the applicable tax year(s) and for the countries and
programs specified in the table below. If you purchase Tier 2, your fee for such services will be based on the
then-current Tier 2 fee.
Payroll Legislative
Updates
Financials
Legislative Updates
JD Edwards EnterpriseOne
United States, Canada, Australia and
New Zealand
United States, Canada, Mexico, Brazil,
United Kingdom, Ireland, Japan, China,
Colombia, Australia, New Zealand and
India
JD Edwards World
United States, Canada
United States, Canada,
Mexico, Brazil, United
Kingdom, Ireland, Japan
and China
Tier 3 - Tier 3 consists of: Severity 1 fixes, United States Tax Form 1099 updates for the applicable tax year(s)
and payroll legislative and financials legislative updates for the applicable tax year(s) and for the countries and
programs specified in the table below. If you purchase Tier 3, your fee for such services will be based on the
then-current Tier 3 fee.
Payroll legislative
updates
Financials legislative
updates
JD Edwards EnterpriseOne
United States, Canada, Australia and
New Zealand
United States, Canada, Mexico, Brazil,
Argentina, United Kingdom, Ireland,
Austria, Belgium, France, Germany,
Italy, Netherlands, Russia, Spain,
Switzerland, Japan, China, Colombia,
Oracle Software Technical Support Policies: 17-December-2014
JD Edwards World
United States, Canada
United States, Canada,
Mexico, Brazil, Argentina,
United Kingdom, Ireland,
Austria, Belgium, France,
Germany, Italy,
Page 18 of 23
Chile, Peru, Ecuador, Venezuela, Czech
Republic, Denmark, Finland, Hungary,
Norway, Poland, Sweden, Australia,
India, South Korea, Singapore and
Taiwan
Netherlands, Russia,
Spain, Switzerland, Japan
and China
Single Country Financial Legislative Updates: Single Country Financial Legislative Updates consists of:
Severity 1 fixes and financial legislative updates for the programs and countries specified in the table below. If
you purchase Single Country Financial Legislative Updates, your fee for such service will be based on the thencurrent Single Country for Financial Legislative Updates fee.
Program
JD Edwards
EnterpriseOne
JD Edwards World
Countries
United States, Canada, Mexico, Brazil, United Kingdom, Ireland, Japan, China,
Colombia, Australia, New Zealand and India
United States, Mexico, Brazil, United Kingdom, Ireland, Japan and China
Single Country Payroll Legislative Updates: Single Country Payroll Legislative Updates consists of: payroll
legislative updates for the programs and countries specified in the table below. If you purchase Single Country
Payroll Legislative Updates, your fee for such service will be based on the then-current Single Country for Payroll
Legislative Updates fee.
Program
JD Edwards
EnterpriseOne
JD Edwards World
Countries
United States, Canada, Australia and New Zealand
United States and Canada
Information on financials and payroll legislative updates for JD Edwards and applicable countries is available on
My Oracle Support (i.e., JD Edwards EnterpriseOne Globalizations (Doc ID 752291.1) and JD Edwards World
Globalizations (Doc ID 745085.1)). Financials and Payroll Legislative Updates for JD Edwards will be delivered
through My Oracle Support.
The following apply to the JD Edwards EnterpriseOne and JD Edwards World program releases for which
Financials and Payroll Legislative Updates service is available:
• Oracle will not provide financial and payroll legislative updates any sooner or with any greater scope than
what is made available under a subsequent release of JD Edwards EnterpriseOne (i.e., JD Edwards
EnterpriseOne 9.1 or higher) or JD Edwards World (i.e., JD Edwards World A9.3 or higher).
• Country-specific financials legislative updates (“localized updates”) provided under Tier 2, Tier 3 and
Single Country Financial Legislative Updates and Single Country Payroll Legislative Updates will only be
made available if such localized updates are also made available in a subsequent release of JD Edwards
EnterpriseOne or JD Edwards World. In the event localized updates are provided for additional countries
in a subsequent release of JD Edwards EnterpriseOne or JD Edwards World, such localized updates for
the additional countries will not be provided for the JD Edwards EnterpriseOne and JD Edwards World
program releases included under the Financials and Payroll Legislative Updates service.
• Due to architectural or other changes between a subsequent release of JD Edwards EnterpriseOne or JD
Edwards World and the eligible program releases under the Financials and Payroll Legislative Updates
for JD Edwards service, Oracle may not provide all localized updates that are made available in a
subsequent release of JD Edwards EnterpriseOne or JD Edwards World.
If you renew Financials and Payroll Legislative Updates for JD Edwards, your renewal fee for such services will
be based on the current pricing policies in effect at the time of renewal. Contractual caps on technical support
fees do not apply to these services, unless expressly stated otherwise in the applicable order. Financials and
Payroll Legislative Updates for JD Edwards is not subject to the Reinstatement policies stated above.
Oracle Software Technical Support Policies: 17-December-2014
Page 19 of 23
Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft Enterprise
Applications
Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft Enterprise Applications is available for
the following programs: PeopleSoft Human Capital Management (HCM) release 9.0 and Financials (FMS)
release 9.0 (“PeopleSoft Enterprise Applications”). Customers who acquire Severity 1 Fixes and United States
Tax Form 1099 Updates for PeopleSoft Enterprise Applications will receive one (1) calendar year of Severity 1
fixes and United States Tax Form 1099 updates.
In order to acquire this service, your licensed PeopleSoft Enterprise Applications must be currently supported with
Software Update License & Support. Severity 1 Fixes and United States Tax Form 1099 Updates will be delivered
through My Oracle Support.
If you renew Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft Enterprise Applications,
your renewal fee for such services will be based on the current pricing policies in effect at the time of renewal.
Contractual caps on technical support fees do not apply to these services, unless expressly stated otherwise in
the applicable order. Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft Enterprise
Applications is not subject to the Reinstatement policies stated above.
Severity 1 Fixes for Siebel CRM
Severity 1 Fixes for Siebel CRM is available for the following Siebel CRM program releases: 7.7, 7.8 and 8.0.
Customers who acquire Severity 1 Fixes for Siebel CRM will receive one (1) calendar year of Severity 1 fixes for
the applicable Siebel CRM release.
In order to acquire this service, your licensed Siebel CRM program releases must be currently supported with
Software Update License & Support. Severity 1 Fixes for Siebel CRM will be delivered through My Oracle
Support.
Due to architectural or other changes between a subsequent release of Siebel CRM and the eligible program
releases under the Severity 1 Fixes for Siebel CRM service, Oracle may not provide all Severity 1 fixes that are
made available in a subsequent release of Siebel CRM.
If you renew Severity 1 Fixes for Siebel CRM, your renewal fee for such services will be based on the current
pricing policies in effect at the time of renewal. Contractual caps on technical support fees do not apply to these
services, unless expressly stated otherwise in the applicable order. Severity 1 Fixes for Siebel CRM is not subject
to the Reinstatement policies stated above.
Oracle Linux Support Services
Oracle offers Oracle Linux support services to customers, regardless of whether or not they are using Oracle
programs. For information about the available services, please refer to the Oracle Linux and Oracle VM Support
Policies available at http://www.oracle.com/support/policies.html.
Oracle VM Support Services
Oracle offers Oracle VM support services to customers, regardless of whether or not they are using Oracle
programs. For information about the available services, please refer to the Oracle Linux and Oracle VM Support
Policies available at http://www.oracle.com/support/policies.html.
Exadata Premier Support
For information regarding renewals of Exadata Premier Support, please refer to the Exadata Technical Support
Policies available at http://www.oracle.com/us/support/policies/index.html.
Oracle Software Technical Support Policies: 17-December-2014
Page 20 of 23
6. Web-Based Customer Support Systems
My Oracle Support
Access to My Oracle Support is governed by the Terms of Use posted on the My Oracle Support web site. The
Terms of Use are subject to change and a copy of these terms is available upon request. Access to My Oracle
Support is limited to your designated technical contacts.
The following Oracle programs are not currently supported under My Oracle Support: Phase Forward (i.e., Clinical
Development Center, Clintrial, Empirica (Gateway, Signal, Trace), InForm, and LabPas) and Nimbula.
Oracle Unbreakable Linux Network
Access to the Oracle Unbreakable Linux Network is included with Software Update License & Support for the
Audit Vault and Database Firewall program (formerly the Database Firewall and Database Firewall Management
Server programs).
7. Tools Used to Perform Technical Support Services
Oracle may make available collaboration tools (such as tools that enable Oracle, with your consent, to access
your computer system (e.g., Oracle Web Conferencing)) and software tools (such as tools to assist in the
collection and transmission of configuration data (e.g., Oracle Configuration Manager)) to assist with issue
resolution. The tools are licensed under the My Oracle Support Terms of Use, and may be subject to additional
terms provided with the tools. Some of the tools are designed to collect information concerning the configuration
of your computer environment (“tools data”). The tools will not access, collect or store any personally identifiable
information (except for technical support contact information) or business data files residing in your computer
environment. By using the tools, you consent to the transmission of your tools data to Oracle for the purposes of
providing reactive and proactive technical support services. In addition, the tools data may be used by Oracle to
assist you in managing your Oracle product portfolio, for license and services compliance and to help Oracle
improve upon product and service offerings.
Some of the tools may be designed to connect automatically or on a periodic basis and you may not receive a
separate notice upon connection. You are responsible for maintaining the telecom gateway through which the
tools communicate tools data to Oracle. Use of the tools is voluntary; however, refusal to use the tools may
impede Oracle’s ability to provide technical support services to you.
Further details about some of the current tools Oracle uses to provide technical support services, the data
collected, and how the data is used, are described in the Global Customer Support Security Practices and on My
Oracle Support. You may also contact your Oracle sales representative or call your local Customer Support office
for more details regarding the tools and availability.
If Oracle expressly provides in the tools documentation, technical support policies, an order, or readme that a tool
is provided under separate license terms ("Separate Terms") then the Separate Terms shall govern your access
and use of the tool. Embedded third party software, or third party software, licensed under Separate Terms (for
example Mozilla and LGPL) may be required to access or run the tools per the tools documentation or readme.
Your rights to use a tool or software licensed under Separate Terms shall not be restricted or modified in any way
by your agreement with Oracle.
8. Global Customer Support Security Practices
Oracle is deeply committed to the security of its technical support services. In providing standard technical
support services, Oracle will adhere to the Global Customer Support Security Practices, which are available at
http://www.oracle.com/support/policies.html. The Global Customer Support Security Practices are subject to
change at Oracle’s discretion; however, Oracle will not materially reduce the level of security specified in the
Global Customer Support Security Practices during the period for which fees for technical support have been
paid. To view changes that have been made, please refer to the attached Statement of Changes (PDF).
Oracle Software Technical Support Policies: 17-December-2014
Page 21 of 23
Please note that global customer support services and systems are not designed to accommodate special
security controls that may be required to store or process certain types of sensitive data. Please ensure that you
do not submit any health, payment card or other sensitive data that requires protections greater than those
specified in the Global Customer Support Security Practices. Information on how to remove sensitive data from
your submission is available in My Oracle Support at
https://support.oracle.com/CSP/main/article?cmd=show&type=NOT&id=1227943.1.
9. Severity Definitions
Service requests for supported Oracle programs may be submitted by you online through Oracle’s web-based
customer support systems or by telephone. The service request severity level is selected by you and Oracle and
should be based on the severity definitions specified below.
Severity 1*
Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably
continue work. You experience a complete loss of service. The operation is mission critical to the business and
the situation is an emergency. A Severity 1 service request has one or more of the following characteristics:
•
•
•
•
Data corrupted
A critical documented function is not available
System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
System crashes, and crashes repeatedly after restart attempts
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 1 service requests
within one (1) hour. For response efforts associated with Oracle Communications Network Software Premier
Support, please see the Oracle Communications Network Premier & Sustaining Support section above.
24 Hour Commitment to Severity 1 Service Requests for all supported Oracle programs, except as otherwise
specified herein: OSS will work 24x7 until the issue is resolved or as long as useful progress can be made. You
must provide OSS with a contact during this 24x7 period, either on site or by phone, to assist with data gathering,
testing, and applying fixes. You are requested to propose this severity classification with great care, so that valid
Severity 1 situations obtain the necessary resource allocation from Oracle.
Severity 2*
You experience a severe loss of service. Important features are unavailable with no acceptable workaround;
however, operations can continue in a restricted fashion.
Severity 3*
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to
restore functionality
Severity 4*
You request information, an enhancement, or documentation clarification regarding your software but there is no
impact on the operation of the software. You experience no loss of service. The result does not impede the
operation of a system.
* For Phase Forward programs (i.e., Clinical Development Center, Clintrial, Empirica (Gateway, Signal, Trace),
InForm, and LabPas), the severity levels are denoted as P0, P1, P2 and P3 and correspond to the above as
follows: P0= Severity 1; P1=Severity 2, P2=Severity 3 and P3=Severity 4.
10. Hyperion and Agile Specific Support Terms
For orders placed pursuant to a Hyperion master agreement or to an Agile master agreement, the following terms
apply with respect to the technical support services you have ordered.
Oracle Software Technical Support Policies: 17-December-2014
Page 22 of 23
Warranties, Disclaimers, and Exclusive Remedies
Oracle warrants that technical support services will be provided in a professional manner consistent with industry
standards. You must notify Oracle of any technical support services warranty deficiencies within 90 days from
performance of the defective technical support services.
FOR ANY BREACH OF THE ABOVE WARRANTIES, YOUR EXCLUSIVE REMEDY, AND ORACLE’S ENTIRE
LIABILITY, SHALL BE THE REPERFORMANCE OF THE DEFICIENT TECHNICAL SUPPORT SERVICES, OR
IF ORACLE CANNOT SUBSTANTIALLY CORRECT A BREACH IN A COMMERCIALLY REASONABLE
MANNER, YOU MAY END THE RELEVANT TECHNICAL SUPPORT SERVICES AND RECOVER THE FEES
PAID TO ORACLE FOR THE DEFICIENT TECHNICAL SUPPORT SERVICES.
TO THE EXTENT PERMITTED BY LAW, THESE WARRANTIES ARE EXCLUSIVE AND THERE ARE NO
OTHER EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS, INCLUDING WARRANTIES OR
CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
Limitation of Liability
NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR
CONSEQUENTIAL DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR DATA USE. ORACLE’S
MAXIMUM LIABILITY FOR ANY DAMAGES ARISING OUT OF OR RELATED TO YOUR ORDER, WHETHER
IN CONTRACT OR TORT, OR OTHERWISE, SHALL BE LIMITED TO THE AMOUNT OF THE FEES YOU
PAID ORACLE UNDER YOUR ORDER, AND IF SUCH DAMAGES RESULT FROM YOUR USE OF
TECHNICAL SUPPORT SERVICES, SUCH LIABILITY SHALL BE LIMITED TO THE FEES YOU PAID
ORACLE FOR THE DEFICIENT TECHNICAL SUPPORT SERVICES GIVING RISE TO THE LIABILITY.
For orders placed pursuant to a Hyperion master agreement, the following terms also apply with respect to the
technical support services you have ordered.
Nondisclosure
By virtue of your order, the parties may have access to information that is confidential to one another
(“confidential information”). We each agree to disclose only information that is required for the performance of
obligations under your order. Confidential information shall be limited to the terms and pricing under your order
and all information clearly identified as confidential at the time of disclosure.
A party’s confidential information shall not include information that: (a) is or becomes a part of the public domain
through no act or omission of the other party; (b) was in the other party’s lawful possession prior to the disclosure
and had not been obtained by the other party either directly or indirectly from the disclosing party; (c) is lawfully
disclosed to the other party by a third party without restriction on the disclosure; or (d) is independently developed
by the other party.
We each agree to hold each other’s confidential information in confidence for a period of three years from the
date of disclosure. Also, we each agree to disclose confidential information only to those employees or agents
who are required to protect it against unauthorized disclosure. Nothing shall prevent either party from disclosing
the terms or pricing under your order in any legal proceeding arising from or in connection with your order or
disclosing the confidential information to a federal or state governmental entity as required by law.
11. Contact Information
Phone numbers and contact information can be found on Oracle’s support web site located here.
Oracle Software Technical Support Policies: 17-December-2014
Page 23 of 23
ORACLE INTEGRATED SOFTWARE OPTIONS LICENSE DEFINITIONS, RULES AND METRICS
Integrated Software Options - The following items may be embedded in, installed on, or activated on the Computer
Equipment but are each designated as an Integrated Software Option:
Acme Packet 1100, 3820, 4500, 6100, 6300, or Netra X3-2 Server for Acme Packet
See the end of this Acme Packet list for Acme Packet metrics definitions.
Acme Packet 1100 only
• Oracle Enterprise Session Border Controller, SMB Edition (base fee) - Integrated Software Option - per Server
Metric
• Oracle Enterprise Session Border Controller - Integrated Software Option - per 5 Concurrent Sessions Metric
• Oracle Enterprise Session Border Controller, Advanced - Integrated Software Option - per 5 Concurrent Sessions
Metric
Acme Packet 3820 only
• Transcoding coder/decoder for Acme Packet 3820, AMR-NB - Integrated Software Option - per 25 Concurrent
Sessions Metric
• Transcoding coder/decoder for Acme Packet 3820, AMR-WB (G.722.2) - Integrated Software Option - per 25
Concurrent Sessions Metric
Acme Packet 4500 only
• Oracle Communications Border Gateway - Integrated Software Option - per 500 Concurrent Sessions Metric
• Oracle Communications Border Gateway (base fee) - Integrated Software Option - per Server Metric
• Oracle Communications Border Gateway, IPv4 to Ipv6 Interworking - Integrated Software Option - per 500
Concurrent Sessions Metric
• Oracle Communications Border Gateway, Lawful Intercept - Integrated Software Option - per 500 Concurrent
Sessions Metric
• Oracle Communications Border Gateway, Quality of Service - Integrated Software Option - per 500 Concurrent
Sessions Metric
• Oracle Communications Security Gateway - Integrated Software Option - per 1K Tunnels Metric
• Oracle Communications Security Gateway (base fee) - Integrated Software Option - per Server Metric
• Oracle Communications Subscriber-Aware Load Balancer - Integrated Software Option - per 20K Endpoints Metric
• Oracle Communications Subscriber-Aware Load Balancer (base fee) – Integrated Software Option – per Server
Metric
• Oracle Communications Tunneled Session Controller - Integrated Software Option - per 100 Tunnels Metric
• Oracle Communications Tunneled Session Controller (base fee) - Integrated Software Option - per Server Metric
• Transcoding coder/decoder for Acme Packet 4500, AMR-NB - Integrated Software Option - per 25 Concurrent
Sessions Metric
• Transcoding coder/decoder for Acme Packet 4500, AMR-WB (G.722.2) - Integrated Software Option - per 25
Concurrent Sessions Metric
Acme Packet 6300 only
• Transcoding coder/decoder for transcoding module 2, AMR-NB - Integrated Software Option – per 25 Concurrent
Sessions Metric
• Transcoding coder/decoder for transcoding module 2, AMR-WB (G.722.2) - Integrated Software Option – per 25
Concurrent Sessions Metric
• Transcoding coder/decoder for transcoding module 2, EVRC - Integrated Software Option – per 25 Concurrent
Sessions Metric
• Transcoding coder/decoder for transcoding module 2, EVRCB - Integrated Software Option – per 25 Concurrent
Sessions Metric
Page 1 of 43
Acme Packet 3820 and 4500
• Oracle Enterprise Session Border Controller (base fee) - Integrated Software Option - per Server Metric
• Oracle Enterprise Session Border Controller Advanced - Integrated Software Option - per 25 Concurrent Sessions
Metric
• Oracle Enterprise Session Border Controller Core - Integrated Software Option - per 25 Concurrent Sessions Metric
• Oracle Enterprise Session Border Controller, GSC - Integrated Software Option - per 25 Concurrent Sessions Metric
Acme Packet 3820, 4500, 6100, and 6300
• Oracle Communications Session Border Controller - Integrated Software Option - per 50 Concurrent Sessions
Metric
• Oracle Communications Peering Session Border Controller - Integrated Software Option - per 50 Concurrent
Sessions Metric
• Oracle Communications Session Border Controller, Load Balancing - Integrated Software Option - per 50
Concurrent Sessions Metric
• Oracle Communications Session Border Controller, Policy Server - Integrated Software Option - per 50 Concurrent
Sessions Metric
• Oracle Communications Session Border Controller, Routing - Integrated Software Option - per 50 Concurrent
Sessions Metric
• Oracle Communications Session Border Controller, Accounting - Integrated Software Option - per 50 Concurrent
Sessions Metric
• Oracle Communications Session Border Controller, IPSec Trunking - Integrated Software Option - per 50
Concurrent Sessions Metric
• Oracle Communications Session Border Controller, Government Security Certification - Integrated Software Option
- per 50 Concurrent Sessions Metric
• Oracle Communications Session Border Controller, FIPS - Integrated Software Option - per 50 Concurrent Sessions
Metric
• Oracle Communications Session Border Controller, IWF Protocol - Integrated Software Option - per 50 Concurrent
Sessions Metric
• Oracle Communications Session Border Controller, Lawful Intercept - Integrated Software Option - per 50
Concurrent Sessions Metric
• Oracle Communications Session Border Controller, Quality of Service - Integrated Software Option - per 50
Concurrent Sessions Metric
• Oracle Communications Session Border Controller, SIPREC Session Recording - Integrated Software Option - per 50
Concurrent Sessions Metric
• Oracle Communications Session Border Controller, IPv4 to IPv6 Interworking - Integrated Software Option - per 50
Concurrent Sessions Metric
• Oracle Communications Session Border Controller, MSRP B2BUA - Integrated Software Option - per 50 Concurrent
Sessions Metric
• Oracle Communications Session Border Controller, SRTP - Integrated Software Option - per 50 Concurrent Sessions
Metric
• Oracle Communications Peering Session Border Controller - Integrated Software Option - per 500 Concurrent
Sessions Metric
• Oracle Communications Session Border Controller - Integrated Software Option - per 500 Concurrent Sessions
Metric
• Oracle Communications Session Border Controller (base fee) - Integrated Software Option - per Server Metric
• Oracle Communications Session Border Controller, Accounting - Integrated Software Option - per 500 Concurrent
Sessions Metric
• Oracle Communications Session Border Controller, FIPS - Integrated Software Option - per 500 Concurrent Sessions
Metric
• Oracle Communications Session Border Controller, Government Security Certification - Integrated Software Option
- per 500 Concurrent Sessions Metric
• Oracle Communications Session Border Controller, IMS-AKA - Integrated Software Option - per 5K Endpoints
Metric
Page 2 of 43
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Oracle Communications Session Border Controller, IPSec Trunking - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Session Border Controller, IPv4 to IPv6 Interworking - Integrated Software Option - per
500 Concurrent Sessions Metric
Oracle Communications Session Border Controller, IWF Protocol - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Session Border Controller, Lawful Intercept - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Session Border Controller, Load Balancing - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Session Border Controller, MSRP B2BUA - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Session Border Controller, Policy Server - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Session Border Controller, Quality of Service - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Session Border Controller, Routing - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Session Border Controller, SIPREC Session Recording - Integrated Software Option - per
500 Concurrent Sessions Metric
Oracle Communications Session Border Controller, SRTP - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Session Border Controller, TSC - Integrated Software Option - per 100 Tunnels Metric
Oracle Communications Session Border Controller, USM - Integrated Software Option - per 20K Endpoints Metric
Oracle Communications Session Router - Integrated Software Option - per 500 Concurrent Sessions Metric
Oracle Communications Session Router – Integrated Software Option - per 1K Messages per Second Metric
Oracle Communications Session Router (base fee) - Integrated Software Option - per Server Metric
Oracle Communications Session Router, Government Security Certification - Integrated Software Option - per 1K
Messages per Second Metric
Oracle Communications Session Router, Load Balancing - Integrated Software Option - per 1K Messages per
Second Metric
Oracle Communications Session Router, Accounting - Integrated Software Option - per 500 Concurrent Sessions
Metric
Oracle Communications Session Router, FIPS - Integrated Software Option - per 500 Concurrent Sessions Metric
Oracle Communications Session Router, Government Security Certification - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Session Router, IPSec Trunking - Integrated Software Option - per 500 Concurrent Sessions
Metric
Oracle Communications Session Router, Lawful Intercept - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Session Router, Load Balancing - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Session Router, Policy Server - Integrated Software Option - per 500 Concurrent Sessions
Metric
Oracle Communications Unified Session Manager - Integrated Software Option - per 20K Endpoints Metric
Oracle Communications Unified Session Manager - Integrated Software Option – per 500 Concurrent Sessions
Metric
Oracle Communications Unified Session Manager (base fee) - Integrated Software Option - per Server Metric
Oracle Communications Unified Session Manager, Accounting - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Unified Session Manager, Government Security Certification - Integrated Software Option
- per 500 Concurrent Sessions Metric
Page 3 of 43
•
•
•
•
•
•
•
•
•
•
Oracle Communications Unified Session Manager, IPv4 to IPv6 Interworking - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Unified Session Manager, Lawful Intercept - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Unified Session Manager, Load balancing - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Unified Session Manager, MSRP B2BUA - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Unified Session Manager, Policy Server - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Unified Session Manager, Quality of Service - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Unified Session Manager, Routing - Integrated Software Option - per 500 Concurrent
Sessions Metric
Oracle Communications Unified Session Manager, SRTP - Integrated Software Option - per 500 Concurrent Sessions
Metric
Oracle Communications Unified Session Manager, SIPREC Session Recording - Integrated Software Option - per 500
Concurrent Sessions Metric
Oracle Communications Unified Session Manager, IMS-AKA - Integrated Software Option - per 5K Endpoints Metric
Netra X3-2 Server for Acme Packet
• Oracle Communications Application Session Controller (base fee) - Integrated Software Option - per Server Metric
• Oracle Communications Application Session Controller - Integrated Software Option - per 25 Concurrent Sessions
Metric
• Oracle Enterprise Communications Broker (base fee) - Integrated Software Option - per Server Metric
• Oracle Enterprise Communications Broker - Integrated Software Option - per 25 Concurrent Sessions Metric
• Oracle Communications Core Session Manager (base fee) - Integrated Software Option - per Server Metric
• Oracle Communications Core Session Manager - Integrated Software Option - per 20K Endpoints Metric
Acme Packet Metrics Definitions
5 Concurrent Sessions is defined as a maximum of 5 established virtual connections (with or without media anchoring) (a)
between two endpoints that are represented by subscriber devices or network switching equipment, and (b) traversing the
licensed software at any one time
25 Concurrent Sessions is defined as a maximum of 25 established virtual connections between two endpoints (with or
without media anchoring) represented by subscriber devices or network switching equipment and traversing the licensed
software at any one time.
50 Concurrent Sessions: is defined as a maximum of 50 established virtual connections between two endpoints (with or
without media anchoring) represented by subscriber devices or network switching equipment and traversing the licensed
software at any one time. For the purposes of the following programs: Oracle Communications Session Border Controller SRTP and Oracle Communications Unified Session Manager - SRTP, only concurrent sessions with media anchoring and
negotiating Secure Real-Time Transport Protocol are counted. For the purposes of the following programs: Oracle
Communications Session Border Controller - MSRP B2BUA and Oracle Communications Unified Session Manager - MSRP
B2BUA, only concurrent sessions with media anchoring and negotiating Message Session Relay Protocol are counted.
500 Concurrent Sessions: is defined as a maximum of 500 established virtual connections between two endpoints (with or
without media anchoring) represented by subscriber devices or network switching equipment and traversing the licensed
software at any one time. For the purposes of the following programs: Oracle Communications Session Border Controller SRTP and Oracle Communications Unified Session Manager - SRTP, only concurrent sessions with media anchoring and
negotiating Secure Real-Time Transport Protocol are counted. For the purposes of the following programs: Oracle
Communications Session Border Controller - MSRP B2BUA and Oracle Communications Unified Session Manager - MSRP
B2BUA, only concurrent sessions with media anchoring and negotiating Message Session Relay Protocol are counted.
Page 4 of 43
Device is defined as a network element being modeled, discovered or managed by the application.
• For the Oracle Communications Network Integrity, Discovery Manager programs, devices are discovered through
either a third party discovery applications or through a network management system or an element management
system (both as defined below). Your premise equipment (that is, terminating equipment located at your location
and connected to the service provider’s network) shall not be counted as a device. For the program above, (a)
network management system is defined as a system that monitors and administers a network and the devices that
are attached to the network and (b) an element management system is defined as a system that manages one or
more of a specific type of telecommunications network element.
• For the Oracle Communications Network Intelligence programs, devices are modeled based on devices in inventory
/ network resource management systems. For the above program, an inventory/network resource management
system is defined as a system that maintains physical and logical network inventory data (a) upon which to base
decisions, (b) to establish and maintain the linkages among resources necessary to provide service, and (c) to
integrate with other systems that depend on the resource tracking and assignment services.
• For the Oracle Communications Unified Inventory Management Devices program, devices are functionally
independent components (e.g., physical shelves, chassis or units, logical devices, servers or elements). Logical or
physical separation denotes different devices.
• For the Oracle Communications Session Element Manager program, the Oracle Communications Session Route
Manager program and the Oracle Communications Session Report Manager program, a device is defined as
managed when one or more of the fault, configuration, auditing, performance and security functions are in use.
5K Endpoints is defined as five thousand individual user devices identified by a unique internet protocol (IP) and port
combination. If subscribers have multiple user devices, each unique user device must be counted.
20K Endpoints is defined as twenty thousand individual user devices identified by a unique internet protocol (IP) and port
combination. If subscribers have multiple user devices, each unique user device must be counted.
1K Messages per Second is defined as one thousand messages that are each composed of an envelope that contains
information required to accomplish transmission, delivery, and contents to the recipient. You must count all messages
whether received or sent over a fixed period of time during peak usage.
Server is defined as the computer on which the programs are installed. A Server license allows you to use the licensed
program on a single specified computer. For the purposes of Acme Packet programs, a Server in a virtual environment is
defined as a virtual machine image.
100 Tunnels is defined as one hundred connections where one network protocol (the delivery protocol) encapsulates a
different payload protocol. For the purpose of the following program: Oracle Communications Session Border Controller –
TSC, only Tunneled Services Control Function (TSCF) tunnels must be counted.
1K Tunnels is defined as one thousand connections where one network protocol (the delivery protocol) encapsulates a
different payload protocol.
Oracle Communications EAGLE
•
•
•
•
•
•
•
•
Oracle Communications EAGLE - Integrated Software Option - per Node Metric (base fee)
Oracle Communications EAGLE - Integrated Software Option - per 250K Transactions per Second Metric
Oracle Communications EAGLE LNP Advanced Service Module Enabler - Integrated Software Option - per Card
Metric
Oracle Communications EAGLE LNP - Integrated Software Option - per Node Metric
Oracle Communications EAGLE Advanced Service Module Enabler - Integrated Software Option - per Card Metric
Oracle Communications EAGLE Mobile Number Portability - Integrated Software Option - per Node Metric
L99416 Oracle Communications EAGLE Security and Fraud - Integrated Software Option - per Node Metric
Oracle Communications EAGLE HLR Router - Integrated Software Option - per Node Metric
Page 5 of 43
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Oracle Communications EAGLE Equipment Identity Register - Integrated Software Option - per Node Metric
Oracle Communications EAGLE Global Title Translation Routing - Integrated Software Option - per Node Metric
Oracle Communications EAGLE Triggerless ISUP Framework Routing - Integrated Software Option - per Node
Metric
Oracle Communications EAGLE Origin Based Routing - Integrated Software Option - per Node Metric
Oracle Communications EAGLE Prepaid Routing - Integrated Software Option - per Node Metric
Oracle Communications EAGLE SMS Routing - Integrated Software Option - per Node Metric
Oracle Communications EAGLE Application Processor Provisioning - Integrated Software Option - per Card Metric
(base fee)
Oracle Communications EAGLE Application Processor Database Capacity - Integrated Software Option - per 500K
DB Entries Metric
Oracle Communications EAGLE Application Processor - Integrated Software Option - per Card Metric (base fee)
Oracle Communications EAGLE LNP Application Processor - Integrated Software Option - per Card Metric (base fee)
Oracle Communications EAGLE LNP Application Processor Database Capacity - Integrated Software Option - per
12M Entries Metric
Oracle Communications EAGLE Service Handler 4 GB - Integrated Software Option - Per Card Metric
Oracle Communications EAGLE Service Handler 8 GB - Integrated Software Option - Per Card Metric
Oracle Communications EAGLE Ethernet A Traffic Handler - Integrated Software Option - Per Card Metric
Oracle Communications EAGLE Ethernet B Traffic Handler - Integrated Software Option - Per Card Metric
Oracle Communications EAGLE Asynchronous Transfer Mode A Traffic Handler - Integrated Software Option - Per
Card Metric
Oracle Communications EAGLE Asynchronous Transfer Mode B Traffic Handler - Integrated Software Option - Per
Card Metric
Oracle Communications EAGLE E1T1 A Traffic Handler - Integrated Software Option - Per Card Metric
Oracle Communications EAGLE E1T1 B Traffic Handler - Integrated Software Option - Per Card Metric
Oracle Communications EAGLE Suspicious Call Identification - Integrated Software Option - Per Node Metric
Oracle Communications EAGLE Service Actions Portability and Flexibility - Integrated Software Option - Per Node
Metric
Oracle Communications EAGLE Intra Network Number Portability – Integrated Software Option – per
Node Metric
Card is defined as one EAGLE system card.
500K DB Entries is defined as five hundred thousand database entries in the international number portability database.
12M LNP Entries is defined as twelve million Local Number Portability database entries in the local number portability
database.
Node is defined as a set of servers managed by one Operations, Alarms and Measurements (OAM) function.
250K Transactions per Second (TPS) is defined as two hundred and fifty thousand transactions between client and server
with explicit support of agents that contain a request message and a response message. The total number of new
transactions for the entire system over a five second interval during peak usage divided by five must be counted.
Oracle MaxRep Replication Engine
•
•
•
•
Oracle MaxRep Synchronous Replication - Integrated Software Option - per Terabyte Metric
Oracle MaxRep Asynchronous Replication - Integrated Software Option - per Terabyte Metric
Oracle MaxRep Synchronous Replication with Application Protection - Integrated Software Option - per Terabyte
Metric
Oracle MaxRep Asynchronous Replication with Application Protection - Integrated Software Option - per Terabyte
Metric
Page 6 of 43
Terabyte is defined as a terabyte of computer storage space used by a storage filer equal to one trillion bytes. The number
of terabyte licenses required is determined by the total capacity of all primary Filesystems or primary SAN LUNs being
replicated.
Pillar Axiom 600 Storage Systems
•
•
•
•
•
•
•
•
•
•
•
•
Pillar Axiom MaxRep Synchronous Replication - Integrated Software Option - per Terabyte Metric
Pillar Axiom MaxRep Synchronous Replication Add-on - Integrated Software Option - per Terabyte Metric
Pillar Axiom MaxRep Asynchronous Replication - Integrated Software Option - per Terabyte Metric
Pillar Axiom MaxRep Asynchronous Replication Add-on - Integrated Software Option - per Terabyte Metric
Pillar Axiom MaxRep Synchronous Replication with Application Protection - Integrated Software Option - per
Terabyte Metric
Pillar Axiom MaxRep Synchronous Replication with Application Protection Add-on - Integrated Software Option per Terabyte Metric
Pillar Axiom MaxRep Asynchronous Replication with Application Protection - Integrated Software Option - per
Terabyte Metric
Pillar Axiom MaxRep Asynchronous Replication with Application Protection Add-on- Integrated Software Option per Terabyte Metric
Pillar Axiom SecureWORMfs - Integrated Software Option - per Management Controller Metric
Pillar Axiom Storage Domains - Integrated Software Option - per Management Controller Metric
Pillar Axiom Copy Services Bundle - Integrated Software Option - per Management Controller Metric
Pillar Axiom MaxRep Replication for NAS - Integrated Software Option - per Terabyte Metric
Management Controller is defined as the system component on which the data storage control policies are executed. For
the Pillar Axiom, the Management Controller is the Pilot that consists of two 1U servers in an active/passive cluster. Only
one Management Controller license is required per Pilot.
Terabyte is defined as a terabyte of computer storage space used by a storage filer equal to one trillion bytes. For Pillar
Axiom replication products, the number of terabyte licenses required is determined by the total capacity of all primary
Filesystems or primary SAN LUNs being replicated.
SPARC SuperCluster T4-4
•
•
Sun ZFS Storage Appliance Cloning - Integrated Software Option - per Management Controller Metric
Sun ZFS Storage Appliance Replication - Integrated Software Option - per Management Controller Metric
Management Controller is defined as the system component on which the data storage control policies are executed. For
Sun ZFS Storage Appliances, the Management Controller is the processor node that consists of one server running the Sun
ZFS storage software. These processor nodes can be implemented as a single instance for a non-high availability system or
as an active/passive cluster, in which case one license is required. The processor nodes can also be implemented as an
active/active cluster, in which case two licenses are required.
StorageTek Tape Libraries
•
•
StorageTek SL8500 Partitioning - Integrated Software Option - per Tape Library Metric. Requires activation file
download.
StorageTek SL8500 Partitioning (for after original system installation) - Integrated Software Option - per Tape
Library Metric. Requires activation file download.
Page 7 of 43
•
•
•
•
•
•
•
•
•
StorageTek SL3000 Partitioning - Integrated Software Option - per Tape Library Metric. Requires activation file
download.
StorageTek SL3000 Partitioning (for after original system installation) - Integrated Software Option - per Tape
Library Metric. Requires activation file download.
StorageTek Tape Analytics for StorageTek SL8500 modular library system - Integrated Software Option - per Tape
Library Metric
StorageTek Tape Analytics for StorageTek SL3000 modular library system - Integrated Software Option - per Tape
Library Metric
StorageTek Tape Analytics for StorageTek SL500 modular library system - Integrated Software Option - per Tape
Library Metric
StorageTek Tape Analytics for StorageTek SL150 modular library system - Integrated Software Option - per Tape
Library Metric
StorageTek Linear Tape File System, Library Edition for StorageTek SL8500 modular library system - Integrated
Software Option - per Tape Library Metric
StorageTek Linear Tape File System, Library Edition for StorageTek SL3000 modular library system - Integrated
Software Option - per Tape Library Metric
StorageTek Linear Tape File System, Library Edition for StorageTek SL150 modular library system - Integrated
Software Option - per Tape Library Metric
Tape Library is defined as a mechanical device used to store and access magnetic tape media. Multiple Tape Libraries may
be connected together via pass thru ports to form a Tape Library complex. Each Tape Library in a Tape Library complex
must be licensed.
Sun ZFS Storage 7xxx Systems, Oracle ZFS Storage ZS3, and Oracle ZFS Backup Appliance
•
•
•
•
•
•
Oracle ZFS Storage Appliance Cloning - Integrated Software Option - per Management Controller Metric (formerly
named Sun ZFS Storage Appliance Cloning - Integrated Software Option - per Management Controller Metric)
Oracle ZFS Storage Appliance Encryption - Integrated Software Option - per Management Controller Metric
Oracle ZFS Storage Appliance Replication - Integrated Software Option - per Management Controller Metric
(formerly named Sun ZFS Storage Appliance Replication - Integrated Software Option - per Management Controller
Metric)
Oracle Snap Management Utility for Oracle Database with Sun ZFS Storage 74xx and Oracle ZFS Storage ZS3-4 Integrated Software Option - per Management Controller Metric. Client software download required.
Oracle Snap Management Utility for Oracle Database with Sun ZFS Storage 73xx and Oracle ZFS Storage ZS3-2 Integrated Software Option - per Management Controller Metric. Client software download required.
Oracle Snap Management Utility for Oracle Database with Sun ZFS Storage 71xx - Integrated Software Option - per
Management Controller Metric. Client software download required.
Management Controller is defined as the system component on which the data storage control policies are executed. For
Sun ZFS Storage Appliances, the Management Controller is the processor node that consists of one server running the Sun
ZFS storage software. These processor nodes can be implemented as a single instance for a non-high availability system or
as an active/passive cluster, in which case one license is required. The processor nodes can also be implemented as an
active/active cluster, in which case two licenses are required.
Page 8 of 43
Legacy Acme Packet
Item
Description
Applicable Computer Equipment
3800FGADDADV25
Add 25 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 25 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 25 sessions of (1) core feature group item. Must specify Feature group
SKU
Add 25 sessions of (1) core feature group item. Must specify Feature group
SKU
Add 150 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 150 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 1000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 1000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 250 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 250 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 2000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 2000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 350 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 350 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 4000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 500 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 500 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Net-Net 3810~Net-Net 3820
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
3800FGADDADV25R
3800FGADDCOR25
3800FGADDCOR25R
3800FG-ADV-150
3800FG-ADV-150-R
3800FG-ADV-1K
3800FG-ADV-1K-R
3800FG-ADV-250
3800FG-ADV-250-R
3800FG-ADV-2K
3800FG-ADV-2K-R
3800FG-ADV-350
3800FG-ADV-350-R
3800FG-ADV-4K
3800FG-ADV-4K-R
3800FG-ADV-500
3800FG-ADV-500-R
3800FG-ADV-8K
Page 9 of 43
Item
Description
Applicable Computer Equipment
3800FG-ADV-8K-R
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 150 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 150 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 1000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 1000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 250 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 250 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 2000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 2000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 350 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 350 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 500 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 500 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
NN3820 Feature Group bundle supporting 150 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 150 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 1000 sessions consisting of QOS,
ACC, RTG, LB feature groups
Net-Net 3810~Net-Net 3820
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
3800FG-COR-150
3800FG-COR-150-R
3800FG-COR-1K
3800FG-COR-1K-R
3800FG-COR-250
3800FG-COR-250-R
3800FG-COR-2K
3800FG-COR-2K-R
3800FG-COR-350
3800FG-COR-350-R
3800FG-COR-4K
3800FG-COR-4K-R
3800FG-COR-500
3800FG-COR-500-R
3800FG-COR-8K
3800FG-COR-8K-R
3800FG-EBS-150
3800FG-EBS-150R
3800FG-EBS-1K
Page 10 of 43
Item
Description
Applicable Computer Equipment
3800FG-EBS-1KR
NN3820 Feature Group bundle supporting 1000 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 250 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 250 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 2000 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 2000 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 350 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 350 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 4000 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 4000 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 500 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 500 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 8000 sessions consisting of QOS,
ACC, RTG, LB feature groups
NN3820 Feature Group bundle supporting 8000 sessions consisting of QOS,
ACC, RTG, LB feature groups
Upgrade (1) advanced feature group from 500 sessions to 1000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 500 sessions to 1000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 150 sessions to 250 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 150 sessions to 250 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 1000 sessions to 2000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 1000 sessions to 2000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 250 sessions to 350 sessions.
Must specify Feature group SKU
Net-Net 3820
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
3800FG-EBS-250
3800FG-EBS-250R
3800FG-EBS-2K
3800FG-EBS-2KR
3800FG-EBS-350
3800FG-EBS-350R
3800FG-EBS-4K
3800FG-EBS-4KR
3800FG-EBS-500
3800FG-EBS-500R
3800FG-EBS-8K
3800FG-EBS-8KR
3800FGUPADV1K
3800FGUPADV1K-R
3800FGUPADV250
3800FGUPADV250-R
3800FGUPADV2K
3800FGUPADV2K-R
3800FGUPADV350
Page 11 of 43
Item
Description
Applicable Computer Equipment
3800FGUPADV350-R
Upgrade (1) advanced feature group from 250 sessions to 350 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 2000 sessions to 4000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 2000 sessions to 4000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 350 sessions to 500 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 350 sessions to 500 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 4000 sessions to 8000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 4000 sessions to 8000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 500 sessions to 1000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 500 sessions to 1000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 150 sessions to 250 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 150 sessions to 250 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 1000 sessions to 2000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 1000 sessions to 2000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 250 sessions to 350 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 250 sessions to 350 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 2000 sessions to 4000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 2000 sessions to 4000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 350 sessions to 500 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 350 sessions to 500 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 4000 sessions to 8000 sessions. Must
specify Feature group SKU
Net-Net 3810~Net-Net 3820
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
3800FGUPADV4K
3800FGUPADV4K-R
3800FGUPADV500
3800FGUPADV500-R
3800FGUPADV8K
3800FGUPADV8K-R
3800FGUPCOR1K
3800FGUPCOR1K-R
3800FGUPCOR250
3800FGUPCOR250-R
3800FGUPCOR2K
3800FGUPCOR2K-R
3800FGUPCOR350
3800FGUPCOR350-R
3800FGUPCOR4K
3800FGUPCOR4K-R
3800FGUPCOR500
3800FGUPCOR500-R
3800FGUPCOR8K
Page 12 of 43
Item
Description
Applicable Computer Equipment
3800FGUPCOR8K-R
Upgrade (1) core feature group from 4000 sessions to 8000 sessions. Must
specify Feature group SKU
Upgrade of NN3820 Feature Group Bundle from 500 sessions to 1000
sessions
Upgrade of NN3820 Feature Group Bundle from 500 sessions to 1000
sessions
Upgrade of NN3820 Feature Group Bundle from 150 sessions to 250
sessions
Upgrade of NN3820 Feature Group Bundle from 150 sessions to 250
sessions
Upgrade of NN3820 Feature Group Bundle from 1000 sessions to 2000
sessions
Upgrade of NN3820 Feature Group Bundle from 1000 sessions to 2000
sessions
Upgrade of NN3820 Feature Group Bundle from 250 sessions to 350
sessions
Upgrade of NN3820 Feature Group Bundle from 250 sessions to 350
sessions
Upgrade of NN3820 Feature Group Bundle from 2000 sessions to 4000
sessions
Upgrade of NN3820 Feature Group Bundle from 2000 sessions to 4000
sessions
Upgrade of NN3820 Feature Group Bundle from 350 sessions to 500
sessions
Upgrade of NN3820 Feature Group Bundle from 350 sessions to 500
sessions
Upgrade of NN3820 Feature Group Bundle from 4000 sessions to 8000
sessions
Upgrade of NN3820 Feature Group Bundle from 4000 sessions to 8000
sessions
Add 1000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 1000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 250 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 250 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 2000 sessions of (1) core feature group item. Must specify Feature
group SKU
Net-Net 3810~Net-Net 3820
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 3820
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
3800FGUPEBS1K
3800FGUPEBS1KR
3800FGUPEBS250
3800FGUPEBS250R
3800FGUPEBS2K
3800FGUPEBS2KR
3800FGUPEBS350
3800FGUPEBS350R
3800FGUPEBS4K
3800FGUPEBS4KR
3800FGUPEBS500
3800FGUPEBS500R
3800FGUPEBS8K
3800FGUPEBS8KR
4250FG-COR-1K
4250FG-COR-1K-R
4250FG-COR-250
4250FG-COR-250-R
4250FG-COR-2K
Page 13 of 43
Item
Description
Applicable Computer Equipment
4250FG-COR-2K-R
Add 2000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 500 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 500 sessions of (1) core feature group item. Must specify Feature
group SKU
Add an unlimited number of sessions of (1) core feature group item. Must
specify Feature group SKU
Add an unlimited number of sessions of (1) core feature group item. Must
specify Feature group SKU
Upgrade (1) advanced feature group from 500 sessions to 1000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 500 sessions to 1000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 1000 sessions to 2000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 1000 sessions to 2000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 2000 sessions to 4000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 2000 sessions to 4000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 250 sessions to 500 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 250 sessions to 500 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 4,000 sessions to an unlimited
number of sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 4,000 sessions to an unlimited
number of sessions. Must specify Feature group SKU
Upgrade (1) core feature group from 500 sessions to 1000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 500 sessions to 1000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 1000 sessions to 2000 sessions. Must
specify Feature group SKU
Net-Net 4250
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
4250FG-COR-4K
4250FG-COR-4K-R
4250FG-COR-500
4250FG-COR-500-R
4250FG-COR-UL
4250FG-COR-UL-R
4250FGUPADV1K
4250FGUPADV1KR
4250FGUPADV2K
4250FGUPADV2KR
4250FGUPADV4K
4250FGUPADV4KR
4250FGUPADV500
4250FGUPADV500R
4250FGUPADV-UL
4250FGUPADV-UL-R
4250FGUPCOR1K
4250FGUPCOR1KR
4250FGUPCOR2K
Page 14 of 43
Item
Description
Applicable Computer Equipment
4250FGUPCOR2KR
Upgrade (1) core feature group from 1000 sessions to 2000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 2000 sessions to 4000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 2000 sessions to 4000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 250 sessions to 500 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 250 sessions to 500 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 4,000 sessions to an unlimited
number of sessions. Must specify Feature group SKU
Upgrade (1) core feature group from 4,000 sessions to an unlimited
number of sessions. Must specify Feature group SKU
Add 16,000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 16,000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 1000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 1000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 250 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 250 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 2000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 2000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 4000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 4000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 500 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 500 sessions of (1) advanced feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Net-Net 4250
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4250
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
4250FGUPCOR4K
4250FGUPCOR4KR
4250FGUPCOR500
4250FGUPCOR500R
4250FGUPCOR-UL
4250FGUPCOR-UL-R
4500FG-ADV-16K
4500FG-ADV-16K-R
4500FG-ADV-1K
4500FG-ADV-1K-R
4500FG-ADV-250
4500FG-ADV-250-R
4500FG-ADV-2K
4500FG-ADV-2K-R
4500FG-ADV-4K
4500FG-ADV-4K-R
4500FG-ADV-500
4500FG-ADV-500-R
4500FG-ADV-8K
Page 15 of 43
Item
Description
Applicable Computer Equipment
4500FG-ADV-8K-R
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add an unlimited number of sessions of (1) advanced feature group item.
Must specify Feature group SKU
Add an unlimited number of sessions of (1) advanced feature group item.
Must specify Feature group SKU
Add 16000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 16000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 1000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 1000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 250 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 250 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 2000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 2000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 500 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 500 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add an unlimited number of sessions of (1) core feature group item. Must
specify Feature group SKU
Add an unlimited number of sessions of (1) core feature group item. Must
specify Feature group SKU
Upgrade (1) advanced feature group from 8000 sessions to 16,000
sessions. Must specify Feature group SKU
Net-Net 4500
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
4500FG-ADV-UL
4500FG-ADV-UL-R
4500FG-COR-16K
4500FG-COR-16K-R
4500FG-COR-1K
4500FG-COR-1K-R
4500FG-COR-250
4500FG-COR-250-R
4500FG-COR-2K
4500FG-COR-2K-R
4500FG-COR-4K
4500FG-COR-4K-R
4500FG-COR-500
4500FG-COR-500-R
4500FG-COR-8K
4500FG-COR-8K-R
4500FG-COR-UL
4500FG-COR-UL-R
4500FGUPADV16K
Page 16 of 43
Item
Description
Applicable Computer Equipment
4500FGUPADV16KR
Upgrade (1) advanced feature group from 8000 sessions to 16,000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 500 sessions to 1000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 500 sessions to 1000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 1000 sessions to 2000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 1000 sessions to 2000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 2000 sessions to 4000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 2000 sessions to 4000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 250 sessions to 500 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 250 sessions to 500 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 4000 sessions to 8000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 4000 sessions to 8000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 16,000 sessions to an unlimited
number of sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 16,000 sessions to an unlimited
number of sessions. Must specify Feature group SKU
Upgrade (1) core feature group from 8000 sessions to 16,000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 8000 sessions to 16,000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 500 sessions to 1000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 500 sessions to 1000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 1000 sessions to 2000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 1000 sessions to 2000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 2000 sessions to 4000 sessions. Must
specify Feature group SKU
Net-Net 4500
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
4500FGUPADV1K
4500FGUPADV1KR
4500FGUPADV2K
4500FGUPADV2KR
4500FGUPADV4K
4500FGUPADV4KR
4500FGUPADV500
4500FGUPADV500R
4500FGUPADV8K
4500FGUPADV8KR
4500FGUPADV-UL
4500FGUPADV-ULR
4500FGUPCOR16K
4500FGUPCOR16KR
4500FGUPCOR1K
4500FGUPCOR1KR
4500FGUPCOR2K
4500FGUPCOR2KR
4500FGUPCOR4K
Page 17 of 43
Item
Description
Applicable Computer Equipment
4500FGUPCOR4KR
Upgrade (1) core feature group from 2000 sessions to 4000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 250 sessions to 500 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 250 sessions to 500 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 4000 sessions to 8000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 4000 sessions to 8000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 16,000 sessions to an unlimited
number of sessions. Must specify Feature group SKU
Upgrade (1) core feature group from 16,000 sessions to an unlimited
number of sessions. Must specify Feature group SKU
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 16,000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 16,000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 4000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 4000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 1000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 1000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Acme Packet SIP and H.323 base protocols
Add 16000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 16000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
Net-Net 4500
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 6300
SESSION
Net-Net 6300
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
SESSION
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
4500FGUPCOR500
4500FGUPCOR500R
4500FGUPCOR8K
4500FGUPCOR8KR
4500FGUPCOR-UL
4500FGUPCOR-ULR
6300FG-ADV-8K-R
6300FG-COR-8K-R
6FG-ADV-16K
6FG-ADV-16KR
6FG-ADV-4K
6FG-ADV-4KR
6FG-ADV-8K
6FG-ADV-8KR
6FG-ADV-ADD1K
6FG-ADV-ADD1KR
6FG-BASE-PROT
6FG-COR-16K
6FG-COR-16KR
6FG-COR-4K
Page 18 of 43
Item
6FG-COR-4KR
6FG-COR-8K
6FG-COR-8KR
6FG-COR-ADD1K
6FG-COR-ADD1KR
6F-SRTP-16K
6F-SRTP-16KR
6F-SRTP-4K
6F-SRTP-4KR
6F-SRTP-8K
6F-SRTP-8KR
6F-SRTP-ADD1K
6F-SRTP-ADD1KR
6PSD-UP-SD-16K
6PSD-UP-SD-16KR
6PSD-UP-SD-4K
6PSD-UP-SD-4KR
6PSD-UP-SD-8K
6PSD-UP-SD-8KR
6PSD-UP-SDADD1K
6PSD-UP-SDADD1KR
9200FG-ADV-128K
9200FG-ADV-128KR
9200FG-ADV-16K
Description
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 1000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 1000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 16,000 sessions of SRTP
Add 16,000 sessions of SRTP
Add 4000 sessions of SRTP
Add 4000 sessions of SRTP
Add 8000 sessions of SRTP
Add 8000 sessions of SRTP
Add 1000 sessions of SRTP
Add 1000 sessions of SRTP
Net-Net 6000 16000 session upgrade of Peering SD to (Universal) SD,
standalone
Net-Net 6000 16000 session upgrade of Peering SD to (Universal)
SD,redundant, high availability
Net-Net 6000 4000 session upgrade of Peering SD to (Universal) SD,
standalone
Net-Net 6000 4000 session upgrade of Peering SD to (Universal) SD,
redundant, high availability
Net-Net 6000 8000 session upgrade of Peering SD to (Universal) SD,
standalone
Net-Net 6000 8000 session upgrade of Peering SD to (Universal) SD,
redundant, high availability
Upgrade 1000 standalone sessions form a Peering SD to a (Universal)
Session Director (SD) system, standalone
Upgrade 1000 standalone sessions form a Peering SD to a (Universal)
Session Director (SD) system, redundant, high availability
Add 128000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 128000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 16000 sessions of (1) advanced feature group item. Must specify
Page 19 of 43
Applicable Computer Equipment
Applicable Metric
(Per Metric Unit)
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
NODE
Net-Net 6300~Net-Net 6100
NODE
Net-Net 6300~Net-Net 6100
NODE
Net-Net 6300~Net-Net 6100
NODE
Net-Net 6300~Net-Net 6100
NODE
Net-Net 6300~Net-Net 6100
NODE
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 6300~Net-Net 6100
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Item
9200FG-ADV-16KR
9200FG-ADV-32K
9200FG-ADV-32KR
9200FG-ADV-48K
9200FG-ADV-48KR
9200FG-ADV-4K
9200FG-ADV-4KR
9200FG-ADV-64K
9200FG-ADV-64KR
9200FG-ADV-8K
9200FG-ADV-8KR
9200FG-ADV-96K
9200FG-ADV-96KR
9200FG-BASE-PROT
9200FG-COR-128K
9200FG-COR-128KR
9200FG-COR-16K
9200FG-COR-16KR
9200FG-COR-32K
9200FG-COR-32KR
Description
Feature group SKU
Add 16000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 32000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 32000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 48000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 48000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 4000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 4000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 64000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 64000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 8000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 96000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
Add 96000 sessions of (1) advanced feature group item. Must specify
Feature group SKU
SIP and H.323 base protocols
Add 128000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 128000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 16000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 16000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 32000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 32000 sessions of (1) core feature group item. Must specify Feature
group SKU
Page 20 of 43
Applicable Computer Equipment
Applicable Metric
(Per Metric Unit)
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
Net-Net 9200
NODE
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Item
Description
Applicable Computer Equipment
9200FG-COR-48K
Add 48000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 48000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 4000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 64000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 64000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 8000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 96000 sessions of (1) core feature group item. Must specify Feature
group SKU
Add 96000 sessions of (1) core feature group item. Must specify Feature
group SKU
Upgrade (1) advanced feature group from 96000 sessions to 128000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 96000 sessions to 128000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 8000 sessions to 16000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 8000 sessions to 16000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 16000 sessions to 32000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 16000 sessions to 32000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 32000 sessions to 48000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 32000 sessions to 48000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 48000 sessions to 64000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 48000 sessions to 64000
sessions. Must specify Feature group SKU
Net-Net 9200
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
9200FG-COR-48KR
9200FG-COR-4K
9200FG-COR-4KR
9200FG-COR-64K
9200FG-COR-64KR
9200FG-COR-8K
9200FG-COR-8KR
9200FG-COR-96K
9200FG-COR-96KR
9200FGUPADV128K
9200FGUPADV128KR
9200FGUPADV16K
9200FGUPADV16KR
9200FGUPADV32K
9200FGUPADV32KR
9200FGUPADV48K
9200FGUPADV48KR
9200FGUPADV64K
9200FGUPADV64KR
Page 21 of 43
Item
Description
Applicable Computer Equipment
9200FGUPADV8K
Net-Net 9200
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
Net-Net 9200
SESSION
ADDSMX20K
Upgrade (1) advanced feature group from 4000 sessions to 8000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 4000 sessions to 8000 sessions.
Must specify Feature group SKU
Upgrade (1) advanced feature group from 64000 sessions to 96000
sessions. Must specify Feature group SKU
Upgrade (1) advanced feature group from 64000 sessions to 96000
sessions. Must specify Feature group SKU
Upgrade (1) core feature group from 96000 sessions to 128000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 96000 sessions to 128000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 8000 sessions to 16000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 8000 sessions to 16000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 16000 sessions to 32000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 16000 sessions to 32000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 32000 sessions to 48000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 32000 sessions to 48000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 48000 sessions to 64000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 48000 sessions to 64000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 4000 sessions to 8000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 4000 sessions to 8000 sessions. Must
specify Feature group SKU
Upgrade (1) core feature group from 64000 sessions to 96000 sessions.
Must specify Feature group SKU
Upgrade (1) core feature group from 64000 sessions to 96000 sessions.
Must specify Feature group SKU
SMX license for additional 20K end points - simplex mode
Applicable Metric
(Per Metric Unit)
SESSION
END POINT
ADDSMX20K-R
SMX license for additional 20K end points - high availability mode
Net-Net 4500~Net-Net 3820~Net-Net
6300~Net-Net 6100
Net-Net 4500~Net-Net 3820~Net-Net
6300~Net-Net 6100
9200FGUPADV8KR
9200FGUPADV96K
9200FGUPADV96KR
9200FGUPCOR128K
9200FGUPCOR128KR
9200FGUPCOR16K
9200FGUPCOR16KR
9200FGUPCOR32K
9200FGUPCOR32KR
9200FGUPCOR48K
9200FGUPCOR48KR
9200FGUPCOR64K
9200FGUPCOR64KR
9200FGUPCOR8K
9200FGUPCOR8KR
9200FGUPCOR96K
9200FGUPCOR96KR
Page 22 of 43
END POINT
Item
Description
Applicable Computer Equipment
F-AKA-160K
F-AKA-160K-R
F-AKA-320K
F-AKA-320K-R
F-AKA-80K
F-AKA-80K-R
F-AKA-ADD10K
Base 160000 tunnels of IPsec IMS AKA feature item
Base 160000 tunnels of IPsec IMS AKA feature item.
Base 320000 tunnels of IPsec IMS AKA feature item.
Base 320000 tunnels of IPsec IMS AKA feature item.
Base 80000 tunnels of IPsec IMS AKA feature group item
Base 80000 tunnels of IPsec IMS AKA feature group item.
Add 10000 tunnels of IPsec IMS AKA feature item to a system with 160k
tunnels or greater
Add 10000 tunnels of IPsec IMS AKA feature item to a system with 160k
tunnels or greater
Accounting feature group (Advanced group)
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Net-Net 6300~Net-Net 6100
Applicable Metric
(Per Metric Unit)
TUNNEL
TUNNEL
TUNNEL
TUNNEL
TUNNEL
TUNNEL
TUNNEL
Net-Net 6300~Net-Net 6100
TUNNEL
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net 6300~Net-Net 6100
Net-Net 4500~Net-Net 9200~Net-Net 3820
NODE
Net-Net 4500~Net-Net 3820
NODE
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net 6300~Net-Net 6100
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net E-SE~Net-Net 6300~Net-Net
6100
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net 6300~Net-Net 6100
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net 6300~Net-Net 6100
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net E-SE~Net-Net 6300~Net-Net
6100
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net E-SE
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net E-SE~Net-Net 6300~Net-Net
6100
Net-Net 4500~Net-Net 3820~Net-Net
6300~Net-Net 6100
Net-Net 4500~Net-Net 3820
Net-Net 4500~Net-Net 9200~Net-Net 3820
NODE
F-AKA-ADD10K-R
FG-ADV-ACC
FG-ADV-ADD1KR
FG-ADV-IWF
Add 1000 redundant high-availability sessions of one (1) advanced feature
group to an existing system with 8000 sessions or greater. Must specify
Feature group SKU
FIPS-140-2 Government security certification feature group (Advanced
group)
Government security certification feature group Admin Security Level
(Advanced group)
IWF protocol license feature group (Advanced group)
FG-ADV-LI
Lawful intercept feature group (Advanced group)
FG-ADV-QOS
Quality of Service (QoS) feature group (Advanced group)
FG-ADV-REC
Session recording (SIPREC) feature group (Advanced group)
FG-ADV-SRR
Session replication for recording feature group (Advanced group)
FG-ADV-V6
IPv4 to IPv6 interworking feature group (Advanced group)
FG-BASE-PROT
SIP, H.323, H.248, and MGCP base protocols
FG-BASE-PROT-ESA
FG-COR-ADD1KR
SIP and H.323 base protocols, Enterprise software application
Add 1000 redundant high-availability sessions of one (1) core feature group
to an existing system with 8000 sessions or greater. Must specify Feature
group SKU
FG-ADV-FIP
FG-ADV-GSC
Page 23 of 43
SESSION
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
SESSION
Item
Description
Applicable Computer Equipment
FG-COR-IPSEC
FG-COR-LB
IPsec SIP Signaling Feature Group for Trunking (Core group)
Load balancing feature group (core group)
FG-COR-PS
Policy Server feature group (core group)
FG-COR-RTG
Routing feature group (core group)
F-SRTSGSC-5K
Add base Admin Security license to Standalone Transaction Stateful Session
Route Proxy (SR) - 5000 MPS license
Add base Admin Security license to High Availability Transaction Stateful
Session Route Proxy (SR) - 5000 MPS license
Add 5000 MPS of Admin Security to an existing Standalone Session Route
Proxy (SR) with base Admin Security license already installed
Add 5000 MPS of Admin Security to an existing High Availability Session
Route Proxy (SR) with base Admin Security license already installed
Add 5000 MPS of Load Balancing to an existing Standalone Session Route
Proxy (SR) with base Load Balancing license already installed
Add 5000 MPS of Load Balancing to an existing High Availability Session
Route Proxy (SR) with base Load Balancing license already installed
Add one million subscribers to an existing SLB
Add one million subscribers to an existing SLB
Add 20K subscribers to an existing SLB
Add 20K subscribers to an existing SLB
Session license add-on for 25 sessions
Net-Net 6300~Net-Net 6100
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net 6300~Net-Net 6100
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net 6300~Net-Net 6100
Net-Net 4500~Net-Net 9200~Net-Net
3820~Net-Net 6300~Net-Net SP-VM~Net-Net
6100
Net-Net 7000~Net-Net 6300~Net-Net 6100
F-SRTSGSC-5KR
F-SRTSGSC-ADD5K
F-SRTSGSC-ADD5KR
F-SRTSLB-ADD5K
F-SRTSLB-ADD5KR
LB4500ADD1M
LB4500ADD1MR
LB4500ADD20K
LB4500ADD20KR
NN3800-SD-ADD-S.025
NN3800-SD-ADD-S.025-HA
NN3800-SD-ADD-SPIWF-C
NN3800-SD-ADD-SPIWF-C-HA
NN3800-SD-ADD-SPSHI-B-HA
NN3800-SD-UP-ALUH248-BC
NN3800-SD-UP-ALUH248-BC-HA
NN3800-SD-UP-ALUSHI-IWF-BC
Applicable Metric
(Per Metric Unit)
NODE
NODE
NODE
NODE
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 3810~Net-Net 3820
MESSAGE PER SECOND
(MPS)
MESSAGE PER SECOND
(MPS)
MESSAGE PER SECOND
(MPS)
MESSAGE PER SECOND
(MPS)
MESSAGE PER SECOND
(MPS)
MESSAGE PER SECOND
(MPS)
SUBSCRIBER
SUBSCRIBER
SUBSCRIBER
SUBSCRIBER
SESSION
Session license add-on for 25 sessions
Net-Net 3810~Net-Net 3820
SESSION
Add-on IWF license for 1000 to 8000 session system
Net-Net 3810~Net-Net 3820
SESSION
Add-on IWF license for 1000 to 8000 session system
Net-Net 3810~Net-Net 3820
SESSION
Add-on SIP, H.323 and SIP-H.323 interworking license for 150 to 500
session system
Add-on license upgrade - H.248 for 150 to 500 sessions to H.248 for 1000
to 8000 sessions
Add-on license upgrade - H.248 for 150 to 500 sessions to H.248 for 1000
to 8000 sessions
Add-on license upgrade - SIP, H.323 and IWF for 150-500 sessions to IWF
only for 1000-8000 sessions
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Page 24 of 43
Net-Net 7000~Net-Net 6300~Net-Net 6100
Net-Net 7000~Net-Net 6300~Net-Net 6100
Net-Net 7000~Net-Net 6300~Net-Net 6100
Net-Net 7000~Net-Net 6300~Net-Net 6100
Net-Net 7000~Net-Net 6300~Net-Net 6100
Item
Description
Applicable Computer Equipment
NN3800-SD-UP-ALUSHI-IWF-BC-HA
NN3800-SD-UP-ALUSHI-SIP-BC-HA
NN3800-SD-UP-S.15-.25
NN3800-SD-UP-S.15-.25-HA
NN3800-SD-UP-S.25-.35
NN3800-SD-UP-S.25-.35-HA
NN3800-SD-UP-S.35-.5
NN3800-SD-UP-S.35-.5-HA
NN3800-SD-UP-S-.51
NN3800-SD-UP-S-.51-HA
NN3800-SD-UP-S-1-2
NN3800-SD-UP-S-12-HA
NN3800-SD-UP-S-2-4
NN3800-SD-UP-S-24-HA
NN3800-SD-UP-S-4-8
NN3800-SD-UP-S-48-HA
NN4500-BG-IPV6-16
NN4500-BG-IPV6-16HA
NN4500-BG-IPV6-4
NN4500-BG-IPV6-4HA
NN4500-BG-IPV6-8
NN4500-BG-IPV6-8HA
NN4500-BG-QOS-4HA
Add-on license upgrade - SIP, H.323 and IWF for 150-500 sessions to IWF
only for 1000-8000 sessions
Add-on license upgrade - SIP, H.323 and IWF for 150-500 sessions to SIP
only for 1000-8000 sessions
Session license upgrade from 150 to 250 sessions
Net-Net 3810~Net-Net 3820
Applicable Metric
(Per Metric Unit)
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Session license upgrade from 150 to 250 sessions
Net-Net 3810~Net-Net 3820
SESSION
Session license upgrade from 250 to 350 sessions
Net-Net 3810~Net-Net 3820
SESSION
Session license upgrade from 250 to 350 sessions
Net-Net 3810~Net-Net 3820
SESSION
Session license upgrade from 350 to 500 sessions
Net-Net 3810~Net-Net 3820
SESSION
Session license upgrade from 350 to 500 sessions
Net-Net 3810~Net-Net 3820
SESSION
Session license upgrade from 500 to 1000 sessions
Net-Net 3810~Net-Net 3820
SESSION
Session license upgrade from 500 to 1000 sessions
Net-Net 3810~Net-Net 3820
SESSION
Session license upgrade from 1000 to 2000 sessions
Session license upgrade from 1000 to 2000 sessions
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
SESSION
SESSION
Session license upgrade from 2000 to 4000 sessions
Session license upgrade from 2000 to 4000 sessions
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
SESSION
SESSION
Session license upgrade from 4000 to 8000 sessions
Session license upgrade from 4000 to 8000 sessions
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
SESSION
SESSION
IPv6-to-IPv4 interworking license - 16000 session system
IPv6-to-IPv4 interworking license - 16000 session system
Net-Net 4500
Net-Net 4500
SESSION
SESSION
IPv6-to-IPv4 interworking license - 4000 session system
IPv6-to-IPv4 interworking license - 4000 session system
Net-Net 4500
Net-Net 4500
SESSION
SESSION
IPv6-to-IPv4 interworking license - 8000 session system
IPv6-to-IPv4 interworking license - 8000 session system
Net-Net 4500
Net-Net 4500
SESSION
SESSION
QoS only license - 4000 session system
Net-Net 4500
SESSION
Page 25 of 43
Item
Description
Applicable Computer Equipment
NN4500-BG-UP-MS.25-4-HA
NN4500-BG-UP-MS4-8-HA
NN4500-BG-UPQOS-4-8-HA
NN4500-SD-UP-BP.25-.5
NN4500-SD-UP-BP.25-.5-HA
NN4500-SD-UP-BP.5-1
NN4500-SD-UP-BP.5-1-HA
NN4500-SD-UP-BP-12
NN4500-SD-UP-BP-12-HA
NN4500-SD-UP-BP16-UR
NN4500-SD-UP-BP16-UR-HA
NN4500-SD-UP-BP-24
NN4500-SD-UP-BP-24-HA
NN4500-SD-UP-BP-48
NN4500-SD-UP-BP-48-HA
NN4500-SD-UP-BP-816
NN4500-SD-UP-BP-816-HA
NN4500-SD-UP-IWF2-4-HA
NN4500-SD-UP-IWF4-8-HA
NN4500-SR-IPV6-UR
NN4500-SR-LB-UR
Border Gateway media session license upgrade from 250 to 4000 sessions
Net-Net 4500
Applicable Metric
(Per Metric Unit)
SESSION
Border Gateway media session license upgrade from 4000 to 8000 sessions
Net-Net 4500
SESSION
QoS only license upgrade from 4000 to 8000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 250 to 500 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 250 to 500 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 500 to 1000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 500 to 1000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 1000 to 2000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 1000 to 2000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 16000 to UR sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 16000 to UR sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 2000 to 4000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 2000 to 4000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 4000 to 8000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 4000 to 8000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 8000 to 16000 sessions
Net-Net 4500
SESSION
Base protocol license upgrade from 8000 to 16000 sessions
Net-Net 4500
SESSION
SIP-H.323 IWF add-on license upgrade from 2000 to 4000 sessions
Net-Net 4500
SESSION
SIP-H.323 IWF add-on license upgrade from 4000 to 8000 sessions
Net-Net 4500
SESSION
IPv6-to-IPv4 interworking license - unrestricted session system
Load balancing license - unrestricted session system
Net-Net 4500
Net-Net 4500
SESSION
SESSION
Page 26 of 43
Item
Description
Applicable Computer Equipment
NN4500-SR-T-LB-T
NN4500-SR-T-LB-THA
NN4-SD-SIP-4-HA
NN-N-G4E-Q-FF
PSD6300ADD1K
Load balancing - transaction
Load balancing - transaction
Net-Net 4500
Net-Net 4500
Applicable Metric
(Per Metric Unit)
NODE
NODE
SIP add-on license - 4000 sessions
Add on full feature (FF) to existing ETC NIU with QoS.
Add 1000 standalone sessions to an existing Peering Session Director (SD)
system
Add 1000 redundant high-availability sessions to an existing Peering
Session Director (SD) system
Add 1000 peering sessions to an existing Peering SD
Session license add-on for 25 sessions
Session license add-on for 25 sessions
Net-Net 3800 Enterprise software application, Lawful Intercept
functionality excluded
Net-Net 3800 Service Provider software application
Add-on IWF license for 1000 to 8000 session system
Session license upgrade from 500 to 1000 sessions
Session license upgrade from 500 to 1000 sessions
Session license upgrade from 150 to 250 sessions
Session license upgrade from 150 to 250 sessions
Session license upgrade from 1000 to 2000 sessions
Session license upgrade from 1000 to 2000 sessions
Session license upgrade from 250 to 350 sessions
Session license upgrade from 250 to 350 sessions
Session license upgrade from 2000 to 4000 sessions
Session license upgrade from 2000 to 4000 sessions
Session license upgrade from 350 to 500 sessions
Session license upgrade from 350 to 500 sessions
Session license upgrade from 4000 to 8000 sessions
Session license upgrade from 4000 to 8000 sessions
Add-on license upgrade - H.248 for 150 to 500 sessions to H.248 for 1000
to 8000 sessions
Add-on license upgrade - SIP, H.323 and IWF for 150-500 sessions to IWF
only for 1000-8000 sessions
Add-on license upgrade - SIP, H.323 and IWF for 150-500 sessions to IWF
only for 1000-8000 sessions
Add-on license upgrade - SIP, H.323 and IWF for 150-500 sessions to SIP
only for 1000-8000 sessions
Add-on license upgrade - SIP, H.323 and IWF for 150-500 sessions to SIP
only for 1000-8000 sessions
Net-Net 4250
Net-Net 4500~Net-Net 3820
Net-Net 6300
SESSION
NODE
SESSION
Net-Net 6300
SESSION
Net-Net 4500~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3820
SESSION
SESSION
SESSION
SESSION
Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
Net-Net 3810~Net-Net 3820
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
Net-Net 3810~Net-Net 3820
SESSION
PSD6300ADD1KR
PSD-ADD1K-R
SD3800ADD25
SD3800ADD25R
SD3800-BASE-ESA
SD3800-BASE-SPSA
SD3800HADDIWF-R
SD3800UP1K
SD3800UP1KR
SD3800UP250
SD3800UP250R
SD3800UP2K
SD3800UP2KR
SD3800UP350
SD3800UP350R
SD3800UP4K
SD3800UP4KR
SD3800UP500
SD3800UP500R
SD3800UP8K
SD3800UP8KR
SD3800UPH-H248
SD3800UPH-IWF
SD3800UPH-IWF-R
SD3800UPH-SIP
SD3800UPH-SIP-R
Page 27 of 43
Item
Description
Applicable Computer Equipment
SD4250UP1K
SD4250UP1KR
SD4250UP2K
SD4250UP2KR
SD4250UP4K
SD4250UP4KR
SD4250UP500
SD4250UP500R
SD4250UP-UL
SD4250UP-UL-R
SD4500ADDPUP16K
SD4500ADDPUP16KR
SD4500ADDPUP1K
SD4500ADDPUP1KR
SD4500ADDPUP2K
SD4500ADDPUP2KR
SD4500ADDPUP4K
SD4500ADDPUP4KR
SD4500ADDPUP500
SD4500ADDPUP500R
SD4500ADDPUP8K
SD4500ADDPUP8KR
SD4500ADDPUP-UL
SD4500ADDPUP-ULR
SD4500ADDSG10K
Base protocol license upgrade from 500 to 1000 sessions
Base protocol license upgrade from 500 to 1000 sessions
Base protocol license upgrade from 1000 to 2000 sessions
Base protocol license upgrade from 1000 to 2000 sessions
Base protocol license upgrade from 2000 to 4000 sessions
Base protocol license upgrade from 2000 to 4000 sessions
Base protocol license upgrade from 250 to 500 sessions
Base protocol license upgrade from 250 to 500 sessions
Base protocol license upgrade from 4000 to UR sessions
Base protocol license upgrade from 4000 to UR sessions
Add-on protocol license upgrade from 8000 to 16000 sessions
Add-on protocol license upgrade from 8000 to 16000 sessions
Add-on protocol license upgrade from 500 to 1000 sessions
Add-on protocol license upgrade from 500 to 1000 sessions
Add-on protocol license upgrade from 1000 to 2000 sessions
Add-on protocol license upgrade from 1000 to 2000 sessions
Add-on protocol license upgrade from 2000 to 4000 sessions
Add-on protocol license upgrade from 2000 to 4000 sessions
Add-on protocol license upgrade from 250 to 500 sessions
Add-on protocol license upgrade from 250 to 500 sessions
Add-on protocol license upgrade from 4000 to 8000 sessions
Add-on protocol license upgrade from 4000 to 8000 sessions
Add-on protocol license upgrade from 16000 to UR sessions
Add-on protocol license upgrade from 16000 to UR sessions
Add 10,000 non-redundant (standalone) security gateway tunnels to an
existing Session Director system with the Security Gateway enabled
Add 10,000 redundant security gateway tunnels to an existing Session
Director system with the Security Gateway enabled
Add 50,000 non-redundant (standalone) security gateway tunnels to an
existing Session Director system with the Security Gateway enabled
Add 50,000 redundant security gateway tunnels to an existing Session
Director system with the Security Gateway enabled
Net-Net 4500 Enterprise software application, Lawful Intercept
functionality excluded
Net-Net 4500 Service Provider software application
H.248 add-on license upgrade from 8000 to 16000 sessions
H.248 add-on license upgrade from 500 to 1000 sessions
H.248 add-on license upgrade from 1000 to 2000 sessions
H.248 add-on license upgrade from 2000 to 4000 sessions
H.248 add-on license upgrade from 250 to 500 sessions
Net-Net 4250
Net-Net 4250
Net-Net 4250
Net-Net 4250
Net-Net 4250
Net-Net 4250
Net-Net 4250
Net-Net 4250
Net-Net 4250
Net-Net 4250
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Applicable Metric
(Per Metric Unit)
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
TUNNEL
Net-Net 4500
TUNNEL
Net-Net 4500
TUNNEL
Net-Net 4500
TUNNEL
Net-Net 4500
SESSION
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SD4500ADDSG10KR
SD4500ADDSG50K
SD4500ADDSG50KR
SD4500-BASE-ESA
SD4500-BASE-SPSA
SD4500H248UP16KR
SD4500H248UP1KR
SD4500H248UP2KR
SD4500H248UP4KR
SD4500H248UP500R
Page 28 of 43
Item
Description
Applicable Computer Equipment
SD4500H248UP8KR
SD4500H248UP-ULR
SD4500IWFUP16K
SD4500IWFUP16KR
SD4500IWFUP1K
SD4500IWFUP1KR
SD4500IWFUP2K
SD4500IWFUP2KR
SD4500IWFUP4K
SD4500IWFUP4KR
SD4500IWFUP500
SD4500IWFUP500R
SD4500IWFUP8K
SD4500IWFUP8KR
SD4500PS16KR
SD4500PS250R
SD4500PS500
SD4500PS8KR
SD4500QOS16KR
SD4500QOS1KR
SD4500QOS250
SD4500QOS250R
SD4500QOS2KR
SD4500QOS4KR
SD4500QOS500
SD4500QOS500R
SD4500QOS8KR
SD4500RTG16KR
SD4500RTG1KR
SD4500RTG250
SD4500RTG250R
SD4500RTG2KR
SD4500RTG4KR
SD4500RTG500
SD4500RTG500R
SD4500RTG8KR
SD4500SIPUP16K
SD4500SIPUP16KR
SD4500SIPUP1K
SD4500SIPUP1KR
H.248 add-on license upgrade from 4000 to 8000 sessions
H.248 add-on license upgrade from 16000 to UR sessions
SIP-H.323 IWF license upgrade from 8000 to 16000 sessions
SIP-H.323 IWF license upgrade from 8000 to 16000 sessions
SIP-H.323 IWF add-on license upgrade from 500 to 1000 sessions
SIP-H.323 IWF add-on license upgrade from 500 to 1000 sessions
SIP-H.323 IWF add-on license upgrade from 1000 to 2000 sessions
SIP-H.323 IWF add-on license upgrade from 1000 to 2000 sessions
SIP-H.323 IWF add-on license upgrade from 2000 to 4000 sessions
SIP-H.323 IWF add-on license upgrade from 2000 to 4000 sessions
SIP-H.323 IWF add-on license upgrade from 250 to 500 sessions
SIP-H.323 IWF add-on license upgrade from 250 to 500 sessions
SIP-H.323 IWF add-on license upgrade from 4000 to 8000 sessions
SIP-H.323 IWF add-on license upgrade from 4000 to 8000 sessions
Policy server license - 16000 session system
Policy server license - 250 sessions for system
Policy server license - 500 sessions
Policy server license - 8000 session system
QoS only license - 16000 session system
QoS only license - 1000 session system
QoS only license - 250 sessions for system
QoS only license - 250 sessions for system
QoS only license - 2000 session system
QoS only license - 4000 session system
QoS only license - 500 sessions
QoS only license - 500 sessions
QoS only license - 8000 session system
Routing license - 16000 session system
Routing license - 1000 session system
Routing license - 250 sessions for system
Routing license - 250 sessions for system
Routing license - 2000 session system
Routing license - 4000 session system
Routing license - 500 sessions
Routing license - 500 sessions
Routing license - 8000 session system
SIP add-on license upgrade from 8000 to 16000 sessions
SIP add-on license upgrade from 8000 to 16000 sessions
SIP add-on license upgrade from 500 to 1000 sessions
SIP add-on license upgrade from 500 to 1000 sessions
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Page 29 of 43
Applicable Metric
(Per Metric Unit)
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
Item
Description
Applicable Computer Equipment
SD4500SIPUP2K
SD4500SIPUP2KR
SD4500SIPUP4K
SD4500SIPUP4KR
SD4500SIPUP500
SD4500SIPUP500R
SD4500SIPUP8K
SD4500SIPUP8KR
SD4500SIPUP-UL
SD4500SIPUP-UL-R
SD4500TSM
SD4500TSMR
SD4500UP16K
SD4500UP16KR
SD4500UP1K
SD4500UP1KR
SD4500UP2K
SD4500UP2KR
SD4500UP4K
SD4500UP4KR
SD4500UP500
SD4500UP500R
SD4500UP8K
SD4500UP8KR
SD4500UP-UL
SD4500UP-ULR
SD4500UP-UL-R
SD6300ADD1K
SD6300ADD1KR
SIP add-on license upgrade from 1000 to 2000 sessions
SIP add-on license upgrade from 1000 to 2000 sessions
SIP add-on license upgrade from 2000 to 4000 sessions
SIP add-on license upgrade from 2000 to 4000 sessions
SIP add-on license upgrade from 250 to 500 sessions
SIP add-on license upgrade from 250 to 500 sessions
SIP add-on license upgrade from 4000 to 8000 sessions
SIP add-on license upgrade from 4000 to 8000 sessions
SIP add-on license upgrade from 16000 to UR sessions
SIP add-on license upgrade from 16000 to UR sessions
Adds license to enable TSM
Adds license to enable TSM
Base protocol license upgrade from 8000 to 16000 sessions
Base protocol license upgrade from 8000 to 16000 sessions
Base protocol license upgrade from 500 to 1000 sessions
Base protocol license upgrade from 500 to 1000 sessions
Base protocol license upgrade from 1000 to 2000 sessions
Base protocol license upgrade from 1000 to 2000 sessions
Base protocol license upgrade from 2000 to 4000 sessions
Base protocol license upgrade from 2000 to 4000 sessions
Base protocol license upgrade from 250 to 500 sessions
Base protocol license upgrade from 250 to 500 sessions
Base protocol license upgrade from 4000 to 8000 sessions
Base protocol license upgrade from 4000 to 8000 sessions
Base protocol license upgrade from 16000 to UR sessions
Base protocol license upgrade from 16000 to UR sessions
Base protocol license upgrade from 16000 to UR sessions
Add 1000 standalone sessions to an existing Session Director (SD) system
Add 1000 redundant high-availability sessions to an existing Session
Director (SD) system
Base protocol license upgrade from 96000 to 128000 sessions
Base protocol license upgrade from 96000 to 128000 sessions
Base protocol license upgrade from 8000 to 16000 sessions
Base protocol license upgrade from 8000 to 16000 sessions
Base protocol license upgrade from 16000 to 32000 sessions
Base protocol license upgrade from 16000 to 32000 sessions
Base protocol license upgrade from 32000 to 48000 sessions
Base protocol license upgrade from 32000 to 48000 sessions
Base protocol license upgrade from 48000 to 64000 sessions
Base protocol license upgrade from 48000 to 64000 sessions
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 4500
Net-Net 6300
Net-Net 6300
Applicable Metric
(Per Metric Unit)
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 9200
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SESSION
SD92K3UP128K
SD92K3UP128KR
SD92K3UP16K
SD92K3UP16KR
SD92K3UP32K
SD92K3UP32KR
SD92K3UP48K
SD92K3UP48KR
SD92K3UP64K
SD92K3UP64KR
Page 30 of 43
Item
Description
Applicable Computer Equipment
SD92K3UP8K
SD92K3UP8KR
SD92K3UP96K
SD92K3UP96KR
SDADD1KR
Base protocol license upgrade from 4000 to 8000 sessions
Base protocol license upgrade from 4000 to 8000 sessions
Base protocol license upgrade from 64000 to 96000 sessions
Base protocol license upgrade from 64000 to 96000 sessions
Add 1000 redundant high-availability sessions to an existing Session
Director (SD) system with 8000 sessions or greater
Add Security Gateway configuration (including 10,000 TSM or IPsec tunnel
license) to existing system with Session Director configuration
SMX license for additional 20K end points - simplex mode
SMX license for additional 20K end points - high availability mode
Add 1K TSM tunnels to an existing non-redundant (standalone) Net-Net
4500 / 3820 Session Director
Add 1K TSM tunnels to an existing redundant Net-Net 4500 / 3820 Session
Director
IWF protocol - 8000 session maximum
SIP protocol
SMX base license for first 20K end points - simplex mode
SMX base license for first 20K end points - high availability mode
Add 10K TSM or IPsec tunnels to an existing non-redundant (standalone)
Net-Net 3820 or Net-Net 4500 Security Gateway
Add 10K TSM or IPsec tunnels to an existing Net-Net 3820 or Net-Net 4500
Security Gateway
Add 50K TSM or IPsec tunnels to an existing non-redundant (standalone)
Net-Net 3820 or Net-Net 4500 Security Gateway
Add 50K TSM or IPsec tunnels to an existing Net-Net 3820 or Net-Net 4500
Security Gateway
Session Router dialog stateful session license upgrade from 8000 sessions
to 16000 sessions
Session Router dialog stateful session license upgrade from 8000 sessions
to 16000 sessions
Session Router dialog stateful session license upgrade from 2000 to 4000
sessions
Session Router dialog stateful session license upgrade from 2000 to 4000
sessions
Session Router dialog stateful session license upgrade from 4000 sessions
to 8000 sessions
Session Router dialog stateful session license upgrade from 4000 sessions
to 8000 sessions
Session Router state mode license upgrade from stateless to transaction
stateful
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 9200
Net-Net 4500~Net-Net 9200~Net-Net 3820
Applicable Metric
(Per Metric Unit)
SESSION
SESSION
SESSION
SESSION
SESSION
Net-Net 4500~Net-Net 3820
TUNNEL
Net-Net 4500~Net-Net 3820
Net-Net 4500~Net-Net 3820
Net-Net 4500~Net-Net 3820
END POINT
END POINT
TUNNEL
Net-Net 4500~Net-Net 3820
TUNNEL
Net-Net 4500
Net-Net 4500
Net-Net 4500~Net-Net 3820
Net-Net 4500~Net-Net 3820
Net-Net 4500~Net-Net 3820
SESSION
SESSION
END POINT
END POINT
TUNNEL
Net-Net 4500~Net-Net 3820
TUNNEL
Net-Net 4500~Net-Net 3820
TUNNEL
Net-Net 4500~Net-Net 3820
TUNNEL
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
NODE
SDADDSG10KR
SDADDSMX20K
SDADDSMX20K-R
SDADDTS1K
SDADDTS1KR
SD-IWF
SD-SIP
SDSMX20K
SDSMX20K-R
SGADD10K
SGADD10KR
SGADD50K
SGADD50KR
SR4500DSUP16K
SR4500DSUP16K-R
SR4500DSUP4K
SR4500DSUP4K-R
SR4500DSUP8K
SR4500DSUP8K-R
SR4500NSUPTS
Page 31 of 43
Item
Description
Applicable Computer Equipment
SR4500NSUPTS-R
Session Router state mode license upgrade from stateless to transaction
stateful
Load balancing - transaction
Load balancing - transaction
Add 1000 standalone sessions to an existing Session Route Proxy (SR)
system with 8000 sessions or greater
Add 1000 redundant high-availability sessions to an existing Session Route
Proxy (SR) system with 8000 sessions or greater
Add 5000 messages per second to an existing Session Route Proxy (SR)
transaction stateful or stateless system
Add 5000 messages per second to an existing Session Route Proxy (SR)
transaction stateful or stateless system
Add 1000 standalone sessions to an existing NN4500 SMX (SX) system with
8000 sessions or greater (includes SIP and routing)
Add 1000 redundant sessions to an existing NN4500 SMX (SX) system with
8000 sessions or greater (Iincludes SIP and routing)
Net-Net 4500 SMX, license upgrade from 8000 to 16000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 8000 to 16000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 500 to 1000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 500 to 1000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 1000 to 2000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 1000 to 2000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 2000 to 4000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 2000 to 4000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 250 to 500 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 250 to 500 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 4000 to 8000 sessions - w/SIP,
routing
Net-Net 4500 SMX, license upgrade from 4000 to 8000 sessions - w/SIP,
routing
Net-Net 4500
SR4500TS-LB
SR4500TS-LB-R
SRDS-ADD1K
SRDS-ADD1K-R
SRTS-ADD5K
SRTS-ADD5K-R
SX4500ADD1K
SX4500ADD1KR
SX4500-UP16K
SX4500-UP16KR
SX4500-UP1K
SX4500-UP1KR
SX4500-UP2K
SX4500-UP2KR
SX4500-UP4K
SX4500-UP4KR
SX4500-UP500
SX4500-UP500R
SX4500-UP8K
SX4500-UP8KR
Page 32 of 43
Net-Net 4500
Net-Net 4500
Net-Net 4500~Net-Net 7000~Net-Net SPSE~Net-Net 6300~Net-Net 6100
Net-Net 4500~Net-Net 7000~Net-Net SPSE~Net-Net 6300~Net-Net 6100
Net-Net 7000~Net-Net 6300~Net-Net 6100
Applicable Metric
(Per Metric Unit)
NODE
NODE
NODE
SESSION
SESSION
Net-Net 4500
MESSAGE PER SECOND
(MPS)
MESSAGE PER SECOND
(MPS)
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 4500
SESSION
Net-Net 7000~Net-Net 6300~Net-Net 6100
Item
Description
Applicable Computer Equipment
T3820-AMRNB-25
T3820-AMRWB-25
AP3820 Transcoding codec royalty license for 25 sessions - AMR-NB
AP3820 Transcoding codec royalty license for 25 sessions - AMR-WB
(G.722.2)
AP4500 Transcoding codec royalty license for 25 sessions - AMR-NB
AP4500 Transcoding codec royalty license for 25 sessions - AMR-WB
(G.722.2)
AP6300 Transcoding codec royalty license for 25 sessions - AMR-NB
AP6300 Transcoding codec royalty license for 25 sessions - AMR-WB
(G.722.2)
AP6300 Transcoding codec royalty license for 25 sessions - EVRC
AP6300 Transcoding codec royalty license for 25 sessions - EVRCB
AP9200 Transcoding codec royalty license for 25 sessions - AMR-NB
AP9200 Transcoding codec royalty license for 25 sessions - AMR-WB
(G.722.2)
AP9200 Transcoding codec royalty license for 25 sessions - EVRC
AP9200 Transcoding codec royalty license for 25 sessions - EVRCB
Net-Net 3820
Net-Net 3820
Applicable Metric
(Per Metric Unit)
SESSION
SESSION
Net-Net 4500
Net-Net 4500
SESSION
SESSION
Net-Net 6300
Net-Net 6300
SESSION
SESSION
Net-Net 6300
Net-Net 6300
Net-Net 9200
Net-Net 9200
SESSION
SESSION
SESSION
SESSION
Net-Net 9200
Net-Net 9200
SESSION
SESSION
T4500-AMRNB-25
T4500-AMRWB-25
T6300-AMRNB-25
T6300-AMRWB-25
T6300-EVRC-25
T6300-EVRCB-25
T9200-AMRNB-25
T9200-AMRWB-25
T9200-EVRC-25
T9200-EVRCB-25
End point (or endpoint) is defined as one individual user device identified by a unique internet protocol (IP) and port combination. If subscriber has multiple user devices, each
unique user device must be counted. The maximum number of endpoints that are simultaneously connected to the licensed software at any one time must be licensed.
Message per Second (MPS) is defined as the maximum rate of messages that are each composed of an envelope that contains information required to accomplish transmission,
delivery, and contents to the recipient. You must count all messages whether received or transmitted, averaged over a 30-second interval during the highest period of peak
usage.
Node is defined as a set of servers managed by one Operations, Administration and Maintenance (OAM) function.
Session is defined as one established virtual connection (with or without media anchoring) (a) between two endpoints that are represented by subscriber devices or network
switching equipment, and (b) which are traversing the licensed software. The maximum number of sessions that are simultaneously traversing the licensed software at any one
time must be licensed.
Subscriber is defined as one subscriber device connected to or through the licensed software. If subscribers have multiple subscriber devices, each unique subscriber device is
counted as a separate subscriber. The maximum number of subscribers that are simultaneously connected to or through the licensed product at any one time must be licensed.
Tunnel is defined as one connection where one network protocol (the delivery protocol) encapsulates a different payload protocol.
Page 33 of 43
Legacy EAGLE
Item
Description
893-0057-01MKT
893-0058-01MKT
893-0059-01MKT
893-0059-10MKT
893-0059-11MKT
893-0061-01MKT
893-0061-10MKT
893-0064-01MKT
893-0064-02MKT
893-0064-03MKT
893-0064-05MKT
893-0067-01MKT
893-0069-01MKT
893-0070-01MKT
893-0071-01MKT
893-0077-01MKT
893-0077-10MKT
893-0091-01MKT
893-0093-01MKT
893-0094-02MKT
893-0110-05MKT
893-0110-06MKT
893-0110-07MKT
893-0110-08MKT
893-0110-09MKT
893-0110-10MKT
893-0110-11MKT
893-0110-12MKT
893-0110-13MKT
893-0110-14MKT
893-0110-15MKT
893-0110-16MKT
893-0110-17MKT
893-0110-18MKT
893-0110-19MKT
893-0110-20MKT
893-0110-21MKT
893-0110-22MKT
893-0110-23MKT
893-0110-24MKT
EAGLE IP User Interface
EAGLE Command Class Management
EAGLE Large Sys 1201 To 1500 Links
EAGLE Large Sys 1501 To 2000 Links
EAGLE Large SYS 2001 To 2800 Links
EAGLE GTT 270K TO 400K Entries
EAGLE GTT >400K TO 1 Million Entries
EAGLE 5001 To 6000 Routes
EAGLE 6001 To 7000 Routes
EAGLE 7001 To 8000 Routes
EAGLE 8001 To 10000 Routes
EAGLE Prepaid SMS Intercept
EAGLE Intermediate Global Title Loadsharing
EAGLE MNP Circular Route Prevention
EAGLE System Software
EAGLE 1025 TO 2000 MAP Table Entries
EAGLE 2001 TO 3000 MAP Table Entries
EAGLE System Security
EAGLE Portability Check For Mobile Originated SMS
EAGLE NPA-NXX Table Increase 300,000 Entries
EAGLE Up To 12M LNP Records
EAGLE >12M To 24M LNP Records
EAGLE >24M To 36M LNP Records
EAGLE >36M To 48M LNP Records
EAGLE >48M To 60M LNP Records
EAGLE >60M To 72M LNP Records
EAGLE >72M To 84M LNP Records
EAGLE >84M To 96M LNP Records
EAGLE >96M To 108M LNP Records
EAGLE >108M To 120M LNP Records
EAGLE >120M To 132M LNP Records
EAGLE >132M To 144M LNP Records
EAGLE >144M To 156M LNP Records
EAGLE >156M To 168M LNP Records
EAGLE >168M To 180M LNP Records
EAGLE >180M to 192M LNP Records
EAGLE >192M To 204M LNP Records
EAGLE >204M To 216M LNP Records
EAGLE >216M To 228M LNP Records
EAGLE >228M To 240M LNP Records
Applicable
Computer
Equipment
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
Page 34 of 43
Applicable Metric
(Per Metric Unit)
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
ROUTE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
330K NPA ENTRIES
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
Item
Description
893-0110-25MKT
893-0110-26MKT
893-0110-27MKT
893-0110-28MKT
893-0110-29MKT
893-0110-30MKT
893-0110-31MKT
893-0110-32MKT
893-0110-33MKT
893-0110-34MKT
893-0110-35MKT
893-0110-36MKT
893-0120-01MKT
893-0121-01MKT
893-0123-01MKT
893-0124-01MKT
893-0130-01MKT
893-0130-02MKT
893-0130-03MKT
893-0130-04MKT
893-0130-05MKT
893-0130-06MKT
893-0130-07MKT
893-0130-08MKT
893-0130-09MKT
893-0130-10MKT
893-0130-11MKT
893-0130-12MKT
893-0130-13MKT
893-0130-14MKT
893-0130-15MKT
893-0130-16MKT
893-0132-01MKT
893-0135-01MKT
893-0136-01MKT
893-0140-01MKT
893-0142-01MKT
893-0143-01MKT
893-0154-01MKT
893-0155-01MKT
893-0160-01MKT
893-0161-01MKT
EAGLE >240M To 252M LNP Records
EAGLE >252M To 264M LNP Records
EAGLE >264M To 276M LNP Records
EAGLE >276M To 288M LNP Records
EAGLE >288M To 300M LNP Records
EAGLE >300M To 312M LNP Records
EAGLE >312M To 324M LNP Records
EAGLE >324M To 336M LNP Records
EAGLE >336M To 348M LNP Records
EAGLE >348M To 360M LNP Records
EAGLE >360M To 372M LNP Records
EAGLE >372M To 384M LNP Records
EAGLE ANSI/ITU SCCP Conversion
EAGLE 15 Minute Measurements
EAGLE Equipment Identity Register
EAGLE Enhanced GSM MAP Screening
EAGLE 0 To 4 Synchronous E1 High Speed Links
EAGLE 5 To 8 Synchronous E1 High Speed Links
EAGLE 9 To 16 Synchronous E1 High Speed Links
EAGLE 17 To 24 Synchronous E1 High Speed Links
EAGLE 25 To 32 Synchronous E1 High Speed Links
EAGLE 33 To 40 Synchronous E1 High Speed Links
EAGLE 41 To 48 Synchronous E1 High Speed Links
EAGLE 49 To 56 Synchronous E1 High Speed Links
EAGLE 57 To 64 Synchronous E1 High Speed Links
EAGLE 65 To 72 Synchronous E1 High Speed Links
EAGLE 73 To 80 Synchronous E1 High Speed Links
EAGLE 81 To 88 Synchronous E1 High Speed Links
EAGLE 89 To 96 Synchronous E1 High Speed Links
EAGLE 97 To 104 Synchronous E1 High Speed Links
EAGLE 105 To 112 Synchronous E1 High Speed Links
EAGLE 113 To 120 Synchronous E1 High Speed Links
EAGLE GSM MAP Screening
EAGLE MTP ROUTED GSM MAP Screening
EAGLE ITU NATL/INTL Spare Point Code
EAGLE GSM MAP SRI Redirect To Serving HLR
EAGLE Origin-Based MTP Routing
EAGLE Origin-Based SCCP Routing
EAGLE Flexible GTT Loadsharing
EAGLE IDP Screening
EAGLE Prepaid IDP Query Relay
SW Support OF 128 PDBI Connections
Page 35 of 43
Applicable
Computer
Equipment
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
Applicable Metric
(Per Metric Unit)
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
128 PDBI CONNECTIONS
Item
Description
Applicable Metric
(Per Metric Unit)
EAGLE 13,600 TPS Per E5-SM8G-B Throughput Capacity Per Node
Applicable
Computer
Equipment
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
893-0165-01MKT
893-0166-01MKT
893-0167-01MKT
893-0170-01MKT
893-0171-01MKT
893-0172-01MKT
893-0173-01MKT
893-0174-01MKT
893-0176-01MKT
893-0177-01MKT
893-0178-01MKT
893-0179-01MKT
893-0181-01MKT
893-0184-01MKT
893-0185-01MKT
893-0187-01MKT
893-0187-02MKT
893-0187-03MKT
893-0188-01MKT
893-0189-01MKT
893-0191-01MKT
893-0191-02MKT
893-0191-03MKT
893-0191-04MKT
EAGLE SCCP Loop Detection
EAGLE A-Port/ANSI-41 Mobile Number Portability
EAGLE Voice Mail Router
EAGLE Weighted GTT Loadsharing
EAGLE Transaction Based GTT Loadsharing
EAGLE G-Port Mobile Number Portability
EAGLE IS41 GSM Migration
EAGLE Application Support For MTP Routed Messages
EAGLE AuTo Point Code Recovery
EAGLE G-Port SRI Query For Prepaid
EAGLE ANSI-41 INP Query
EAGLE IDP Number Portability (INP)
Enhanced Loopback Detection EAGLE
EAGLE Large MSU Support For IP Signaling
EAGLE Hex Digit Support For GTT
EAGLE UP To 10 Proxy Point Codes
EAGLE 11 To 20 Proxy Point Codes
EAGLE 21 To 30 Proxy Point Codes
EAGLE SEAS Over IP Feature
EAGLE TIF Number Portability
EAGLE E5-SM4G 5000 TPS
EAGLE E5-SM4G 6800 TPS
EAGLE 10,000 TPS Per E5-SM8G-B Throughput Capacity Per Node
893-0194-01MKT
893-0195-01MKT
893-0197-01MKT
893-0198-01MKT
893-0199-01MKT
893-0200-01MKT
893-0201-01MKT
893-0217-01MKT
893-0218-01MKT
893-0218-03MKT
893-0219-01MKT
893-0221-01MKT
893-0222-01MKT
893-0225-01MKT
893-0240-01MKT
893-0241-01MKT
893-0244-01MKT
893-0245-01MKT
EAGLE MO GSM SMS Number Portability
EAGLE MO IS41 SMS Number Portability
EAGLE Multiple Linksets To Single Adjacent Point Code
EAGLE 6-Way Loadsharing ON Routesets
EAGLE MT IS41 SMS Number Portability
EAGLE MT GSM SMS Number Portability
EAGLE HIPR2 High Rate Mode
EAGLE HLR Router MAP Layer Routing
EAGLE Advanced Global Title Modification
EAGLE Advanced GT Modification, Calling Party Upgrade
EAGLE HLR Router
EAGLE ATI Number Portability Query
EAGLE 39.2 Or Later License TIF SCS FWD
EAGLE TIF Number Substitution
EAGLE TIF Simple Number Substitution
EAGLE MT GSM MMS Number Portability
EAGLE Proprietary ATI Number Portability Query
EAGLE TIF ASD
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
Page 36 of 43
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
Item
Description
Applicable Metric
(Per Metric Unit)
EAGLE MO SMS B-Party Routing
EAGLE 16 Different GTT Lengths In VGTT
EAGLE TIF GRN
EAGLE IDPR GRN
EAGLE IDPR ASD
EAGLE Info Analyzed Relay Number Portability
EAGLE 40.0 Or Later License ACG For ITU TCAP LRN Query
EAGLE SLS Bit Rotation On Incoming Linkset
EAGLE MO SMS GRN
EAGLE MO SMS ASD
EAGLE 41.0 Or Later Synchronous T1 High Speed Link A System Qty 24
EAGLE 41.0 Or Later License Synchronous T1 High Speed Link A System Qty 88
Applicable
Computer
Equipment
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
893-0246-01MKT
893-0248-01MKT
893-0255-01MKT
893-0256-01MKT
893-0257-01MKT
893-0261-01MKT
893-0263-01MKT
893-0265-01MKT
893-0266-01MKT
893-0267-01MKT
893-0273-04MKT
893-0273-12MKT
893-0273-15MKT
EAGLE 41.0 Or Later License Synchronous T1 High Speed Link A System Qty 112
EAGLE
NODE
893-0274-01MKT
893-0275-01MKT
893-0276-01MKT
893-0277-01MKT
893-0278-01MKT
893-0279-01MKT
893-0279-02MKT
893-0279-03MKT
893-0279-04MKT
893-0279-05MKT
893-0279-06MKT
893-0279-07MKT
893-0285-01MKT
893-0332-01MKT
893-0333-01MKT
893-0336-01MKT
893-0342-01MKT
893-0343-01MKT
893-0349-01MKT
893-0350-01MKT
893-0353-01MKT
893-0356-01MKT
893-0372-01MKT
893-0372-02MKT
893-0372-03MKT
893-0372-04MKT
893-0372-05MKT
EAGLE GTT Loadsharing With Alternate Routing Indicator
EAGLE GTT Discard
EAGLE GTT Duplicate
EAGLE Flexible Linkset Optional Based Routing
EAGLE TCAP OPCODE Based Routing
EAGLE 0 To 3 TCAP OPCODES
EAGLE 4 To 6 TCAP OPCODES
EAGLE 7 To 12 TCAP OPCODES
EAGLE 13 To 24 TCAP OPCODES
EAGLE 25 To 48 TCAP OPCODES
EAGLE 49 To 96 TCAP OPCODES
EAGLE >96 TCAP OPCODES
EAGLE INP Circular Route Prevention
EAGLE IDP A-Party Blacklist
EAGLE IDP A-Party Routing
EAGLE IDP Service Key Routing
EAGLE Info Analyzed Relay Base
EAGLE Service Portbility
EAGLE Analyzed Info Query No DB
EAGLE 41.1 Or Later Info Analyzed Relay ASD
EAGLE XUDT UDT Conversion
EAGLE 41.1 Or Later GWS Stop Action For MTP Routed Messages
EAGLE Point Code And CIC Translation 25
EAGLE Point Code And CIC Translation 50
EAGLE Point Code And CIC Translation 75
EAGLE Point Code And CIC Translation 100
EAGLE Point Code And CIC Translation 150
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
Page 37 of 43
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
LINK
NODE
Item
Description
893-0372-06MKT
893-0372-07MKT
893-0372-08MKT
893-0373-01MKT
893-0375-01MKT
893-0376-01MKT
893-0377-01MKT
893-0379-01MKT
893-0385-01MKT
893-0389-01MKT
893-0391-01MKT
893-0391-02MKT
893-0391-03MKT
893-0391-04MKT
893-0391-05MKT
893-0391-06MKT
893-0391-07MKT
893-0391-08MKT
893-0391-09MKT
893-0391-10MKT
893-0391-11MKT
893-0391-12MKT
893-0391-13MKT
893-0391-14MKT
893-0391-15MKT
893-0391-16MKT
893-0391-17MKT
893-0391-18MKT
893-0391-19MKT
893-0391-20MKT
893-0391-21MKT
893-0391-22MKT
893-0391-23MKT
893-0391-24MKT
893-0391-25MKT
893-0391-26MKT
893-0391-27MKT
893-0391-28MKT
893-0391-29MKT
893-0391-30MKT
893-0393-01MKT
893-0395-01MKT
EAGLE Point Code And CIC Translation 200
EAGLE Point Code And CIC Translation 250
EAGLE Point Code And CIC Translation 1000
EAGLE E5-OAM Integrated Measurements Platform Per Node
EAGLE GTT Forward
EAGLE TIF SUBSCR CGPN Blacklisting
EAGLE TIF RANGE CGPN Blacklisting
EAGLE S-Port Subscriber Differentiation
EAGLE LOCREQ Query Response
EAGLE E5-OAM IntegrateD Gateway Loading Services Per Node
EAGLE 1 to 5 3-Port E5-ATM Cards
EAGLE 6 to 10 3-Port E5-ATM Cards
EAGLE 11 to 15 3-Port E5-ATM Cards
EAGLE 16 to 20 3-Port E5-ATM Cards
EAGLE 21 to 25 3-Port E5-ATM Cards
EAGLE 26 to 30 3-Port E5-ATM Cards
EAGLE 31 to 35 3-Port E5-ATM Cards
EAGLE 36 to 40 3-Port E5-ATM Cards
EAGLE 41 to 45 3-Port E5-ATM Cards
EAGLE 46 to 50 3-Port E5-ATM Cards
EAGLE 51 to 55 3-Port E5-ATM Cards
EAGLE 56 to 60 3-Port E5-ATM Cards
EAGLE 61 to 65 3-Port E5-ATM Cards
EAGLE 66 to 70 3-Port E5-ATM Cards
EAGLE 71 to 75 3-Port E5-ATM Cards
EAGLE 76 to 80 3-Port E5-ATM Cards
EAGLE 81 to 85 3-Port E5-ATM Cards
EAGLE 86 to 90 3-Port E5-ATM Cards
EAGLE 91 to 95 3-Port E5-ATM Cards
EAGLE 96 to 100 3-Port E5-ATM Cards
EAGLE 101 to 105 3-Port E5-ATM Cards
EAGLE 106 to 110 3-Port E5-ATM Cards
EAGLE 111 to 115 3-Port E5-ATM Cards
EAGLE 116 to 120 3-Port E5-ATM Cards
EAGLE 121 to 125 3-Port E5-ATM Cards
EAGLE 126 to 130 3-Port E5-ATM Cards
EAGLE 131 to 135 3-Port E5-ATM Cards
EAGLE 136 to 140 3-Port E5-ATM Cards
EAGLE 141 to 145 3-Port E5-ATM Cards
EAGLE 146 to 150 3-Port E5-ATM Cards
EAGLE NPP Single WildCards UNLTD In 1ST 6 Positions
EAGLE E5-ENET-B IPSG High Throughput
Page 38 of 43
Applicable
Computer
Equipment
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
Applicable Metric
(Per Metric Unit)
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
Item
Description
893-0398-01MKT
893-0402-01MKT
893-0404-01MKT
893-0405-01MKT
893-0406-01MKT
893-0407-01MKT
893-0408-01MKT
893-0424-01MKT
893-4000-01MKT
971-0067-01MKT
971-0068-11MKT
971-0073-01MKT
971-0075-01MKT
971-0076-01MKT
971-0077-01MKT
971-0078-01MKT
971-0085-01MKT
971-0085-02MKT
971-0092-01MKT
971-0094-01MKT
971-0097-01MKT
971-0097-02MKT
971-0106-01MKT
971-0106-02MKT
971-0108-01MKT
971-0108-02MKT
971-0109-01MKT
971-0109-02MKT
971-0109-04MKT
971-0109-05MKT
971-0109-06MKT
971-0109-07MKT
971-0119-01MKT
EAGLE EPAP 240M Support (120M DN + 120M IMSI) Per Node
EAGLE TIF Selective Screening Per Node
EAGLE E5-OAM SNMP Feed Per Node
EAGLE Dual EXAP Support Per Node
EAGLE SIP Number Portability Per Node
EAGLE 751K To 1M TPS Per Node
EAGLE TTC/ITU SCCP Conversion Per Node
EAGLE Diameter S13 Interface For EIR
EAGLE OA&M IP Security Enhancements
Enhanced LNP Architecture DSM Software EAGLE
EAGLE ELAP E5-APP-B Software
SW DSM 4G 36 To 48M
EAGLE EPAP Performance Software
EAGLE DSM Per 850 TPS
EAGLE ELAP OS TPD Software
EAGLE ELAP Performance Software
EAGLE IP Gateway 1 TPS
EAGLE IP Transport 1 TPS
EAGLE ITU Base Software
EAGEL ECAP Integrated Q.752 Feed
EAGLE E1 8 Low Speed Links
EAGLE T1 8 Low Speed Links
EAGLE IP Gateway E5-ENET Core Software
EAGLE IP Transport E5-ENET Core Software
EAGLE Synchronous E1 High Speed Link 1 SE-HSL Link
EAGLE 41.0 Or Later License 1 Synchronous T1 High Speed Link (ST-HSL)
EAGLE Nodal Software Update
Eagle 40.1.X Nodal Software Update
Eagle 42.X Nodal Software Update
Eagle 43.X Nodal Software Update
Eagle 44.X Nodal Software Update
Eagle 45.X Nodal Software Update
Enhanced STC Perforance Software License Up To 4800 TVG Grants Per
EDCM/EDCM-A EAGLE
EAGLE EGMS TC Continue And End
EAGLE Version Independent License E5-SM4G Core SCCP Software
EAGLE SEAS Over IP
EAGLE 37.5 Or Later License SEAS Over IP Upgrade
EAGLE Version Independent License DB Transaction ANSI Per E5-SM
EAGLE Restricted ANSI DB Transactions License Per E5-SM
EAGLE ANSI DB Transaction Upgrade To Maximum Transactions License Per E5-SM
971-0131-01MKT
971-0136-01MKT
971-0139-01MKT
971-0139-02MKT
971-0160-01MKT
971-0160-02MKT
971-0160-03MKT
Page 39 of 43
Applicable
Computer
Equipment
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
Applicable Metric
(Per Metric Unit)
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
NODE
EACH
NODE
NODE
TPS PER CARD
TPS PER CARD
TPS PER CARD
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
EACH
NODE
12M LSMS RECORDS
NODE
SM CARD
NODE
NODE
EACH
NODE
NODE
NODE
8 LSL
8 LSL
NODE
NODE
LINK
LINK
NODE
NODE
NODE
NODE
NODE
NODE
STC CARD
Item
Description
Applicable
Computer
Equipment
EAGLE
Applicable Metric
(Per Metric Unit)
971-0160-04MKT
EAGLE 41.1 Or Later License 6,800 ANSI DB Transactions Per Second Per E5-SM
971-0160-05MKT
EAGLE
SM CARD
971-0160-06MKT
971-0160-07MKT
971-0160-08MKT
971-0160-09MKT
971-0161-01MKT
971-0161-02MKT
971-0161-03MKT
EAGLE 41.1 Or Later License 5,000 To 6,800 ANSI DB Transactions Per Second Per
E5-SM Upgrade
EAGLE 10,000 ANSI Databasae TPS Per E5-SM
EAGLE 6,800 To 10,000 ANSI Database TPS Per E5-SM Upgrade
EAGLE 13,600 ANSI Database TPS Per E5-SM
EAGLE 10,000 To 13,600 ANSI Database TPS Per E5-SM Upgrade
EAGLE Version Independent License DB Transaction ITU Per E5-SM
EAGLE Restricted ITU DB Transactions License Per E5-SM
EAGLE ITU DB Transaction Upgrade To Maximum Transactions License Per E5-SM
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
SM CARD
SM CARD
SM CARD
SM CARD
SM CARD
SM CARD
SM CARD
971-0161-05MKT
EAGLE 41.1 Or Later License 6,800 ITU DB Transactions Per Second Per E5-SM
EAGLE
SM CARD
971-0161-06MKT
EAGLE
SM CARD
EAGLE
SM CARD
971-0161-08MKT
971-0161-09MKT
971-0161-10MKT
971-0161-11MKT
971-0170-01MKT
971-0172-01MKT
971-0173-01MKT
971-0217-01MKT
971-0252-01MKT
971-0253-01MKT
971-0258-01MKT
971-0260-01MKT
971-0276-01MKT
971-0277-01MKT
EAGLE 41.1 Or Later License 3,125 To 6,800 ITU DB Transactions Per Second Per
E5-SM Upgrade
EAGLE 41.1 Or Later 6,800 ITU DB Transactions Per Second Per E5-SM In >2000
Link Node
EAGLE 10,000 ITU Database TPS Per E5-SM
EAGLE 6,800 To 10,000 ITU Database TPS Per E5-SM Upgrade
EAGLE 13,600 ITU Database TPS Per E5-SM
EAGLE 10,000 To 13,600 ITU Database TPS Per E5-SM Upgrade
EAGLE Version Independent License IPLIM EDCM 2000 TU
EAGLE Version Independent License IPLIM E5-ENET 4000 TU
EAGLE IPGW 4000 TU
EAGLE STC Per E5-ENET
EAGLE HIPR2 High Rate Mode Per HIPR2
EAGLE E5-OAM Card Set
EAGLE 38.0 Or Later License Brazil Wireless NP Software Bundle
EPAP 9.6 Or Later License PDBA Proxy Support For SOG
EAGLE EGMS Between ITUI/ITUN
EPAP Version Independent License 1000 Number Range Entries Per Each Increment
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
SM CARD
SM CARD
SM CARD
SM CARD
IPLIM CARD
IPLIM CARD
NODE
STC CARD
HIPR2 CARD
NODE
NODE
NODE
NODE
1K NUMBER RANGE ENTRIES
971-0278-01MKT
971-0278-02MKT
EAGLE 5000 GTT TPS Per E5-SM
EAGLE GTT Transactions Upgrade To Maximum Transactions License Per E5-SM
EAGLE
EAGLE
SM CARD
TPS PER CARD
971-0278-03MKT
971-0278-04MKT
EAGLE 41.1 Or Later License 6,800 GTT Transactions Per Second Per E5-SM
EAGLE 41.1 Or Later License 5,000 To 6,800 GTT Transactions Per Second Per E5SM Upgrade
EAGLE 10,000 GTT TPS Per E5-SM
EAGLE 6,800 To 10,000 GTT TPS Per E5-SM Upgrade
EAGLE 13,600 GTT TPS Per E5-SM
EAGLE
EAGLE
SM CARD
SM CARD
EAGLE
EAGLE
EAGLE
SM CARD
SM CARD
SM CARD
971-0161-07MKT
971-0278-05MKT
971-0278-06MKT
971-0278-07MKT
Page 40 of 43
SM CARD
Item
Description
971-0278-08MKT
971-0286-01MKT
EAGLE 10,000 To 13,600 GTT TPS Per E5-SM Upgrade
EAGLE Version Independent License Link Interface Module (HSL) T1 To E1 Capacity
Increase
EAGLE IPSG 5000 TUS
EAGLE IPSG 500 TUS
EAGLE 38.0 Or Later License E5-ENET IPGW/IPLIM To IPSG Upgrade
EAGLE 38.0 Or Later License IPSG E5-ENET M3UA Limited
EAGLE 38.0 Or Later License E5-ENET IPGW To IPSG Upgrade M3UA Limited
EAGLE 41.1 Or Later License Per IPSG E5-ENET IN >2,000 Link Node
EAGLE Fast Copy 5000 TUS
EAGLE Fast Copy 500 TUS
EAGLE Prepaid IDP Query Relay CGPN
EAGLE MO-SMS Prepaid Intercept On B-Party
EAGLE 39.2 Or Later License TIM Brazil NP Software Bundle
EAGLE TIF NP CRP
EAGLE TIF IAM/SAM Split
EAGLE TIF Base
EAGLE EGMS RI GT For Outgoing Messages
EAGLE 40.0 Or Later License ITU TCAP LRN Query
EAGLE MO SMS Interactions With IS41 GSM Migration
EAGLE EGMS Non-Segmented XUDT Support
EAGLE 40.0 Or Later License IDP-SMS Relay
EAGLE 41.1 Or Later License GRN For NP With INP ATI G-Port
EAGLE 40.1 Or Later License Prepaid SMS Intercept Support For SSN Routing
EAGLE E.164 Blacklist Support For 1000 Entries
EAGLE 39.2 Or Later License Network Indicator Mapping
EAGLE INP Additional Application
EAGLE SRI SM Circular Route Prevention
EAGLE GTT After G-Port For SRI SM
EAGLE EPAP Lower PDBI Message Timeouts
EAGLE MAP Layer Routing Per 5 OPCODES
EAGLE GTT Pre LNP Message Relay
EAGLE GTT Post LNP Message Relay
EAGLE G-Port DEL CC For SP Enhancement
EAGLE TTC Base Software Per Node
EAGLE EPAP PDBI Measurements Per Node
EAGLE DS0 Lookback
EAGLE Link Fault Sectionalization
EAGLE SEAS
DCM STC DCM Card 1000 TPS Functionality
EAGLE STP LAN Per Node
EAGLE STP LAN Per Link
971-0287-01MKT
971-0287-02MKT
971-0287-03MKT
971-0287-05MKT
971-0287-07MKT
971-0287-08MKT
971-0293-01MKT
971-0293-02MKT
971-0309-01MKT
971-0311-01MKT
971-0331-01MKT
971-0336-01MKT
971-0337-01MKT
971-0338-01MKT
971-0340-01MKT
971-0342-01MKT
971-0343-01MKT
971-0351-01MKT
971-0354-01MKT
971-0359-01MKT
971-0365-01MKT
971-0366-01MKT
971-0377-01MKT
971-0395-01MKT
971-0415-01MKT
971-0425-01MKT
971-0441-01MKT
971-0453-01MKT
971-0494-01MKT
971-0495-01MKT
971-0505-01MKT
971-0582-01MKT
971-0592-01MKT
971-1034-01MKT
971-1035-01MKT
971-1037-01MKT
971-1171-01MKT
971-3007-01MKT
971-3008-01MKT
Page 41 of 43
Applicable
Computer
Equipment
EAGLE
EAGLE
Applicable Metric
(Per Metric Unit)
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
SERVER
NODE
IPLIM CARD
SERVER
SERVER
NETWORK
NETWORK
500 TUPS
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
STC CARD
NODE
NODE
SM CARD
SERVER
Item
Description
971-3019-01MKT
971-3020-01MKT
971-3021-01MKT
971-3023-01MKT
971-3025-01MKT
971-3030-01MKT
971-3050-01MKT
971-3055-01MKT
971-4002-01MKT
971-4003-01MKT
971-4013-01MKT
971-4017-01MKT
971-4032-01MKT
971-4048-01MKT
971-4055-01MKT
971-4061-01MKT
971-4064-01MKT
971-4077-01MKT
971-4087-01MKT
971-4105-01MKT
971-4107-01MKT
971-4116-01MKT
971-4117-01MKT
971-4119-01MKT
971-4120-01MKT
971-4125-01MKT
971-4143-01MKT
971-4171-01MKT
971-4172-01MKT
971-4173-01MKT
971-4177-01MKT
971-4188-01MKT
971-4198-01MKT
971-4216-01MKT
971-4221-01MKT
971-4223-01MKT
971-4224-01MKT
971-4245-01MKT
971-4247-01MKT
971-4259-01MKT
EAGLE ANSI/ITU Gateway
Prevention Cyclic Retransmission Kernel EAGLE
EAGLE Base Software
EAGLE Cluster Routing & Management Diversity
EAGLE LNP Base Software
EAGLE LNP Wireless Software
EAGLE Multiple EPAPS ON 1 Prov EPAP
EAGLE 500000 EPAP Entries
EAGLE Global Title Translation
EAGLE Gateway Screening
EAGLE 5-8 BIT Sequencing Assurance
Support 12 Million Ported Numbers EAGLE
EAGLE LNP Measurements
Support Up To 12 Million Records EAGLE
Increase Number Of Supported Service Provider IDS EAGLE
EAGLE High Speed Master Clocking
POD Feature Module Number Pooling EDR EAGLE
GTT Measurements EAGLE
EAGLE PCS Support
EAGLE Nested Cluster Routing
EAGLE ITU SLS
EAGLE Module Multiple Point Code Per 4 PCS
EAGLE LNP Number Pooling/EDR
EAGLE ITU Duplicate Point Code
EAGLE 4001 To 5000 Routes
EAGLE Network Routing
EAGLE Large SYS 501 To 1200 Links
POD Feature Module LNP 12M To 24M Record Upgrade Per Node EAGLE
POD Feature Module LNP 24M To 36M Record Upgrade Per Node EAGLE
POD Feature Module LNP 36M To 48M Record Upgrade Per Node EAGLE
Multi Port LIM EAGLE Module
EAGLE T1 ATM HSL 1/Link
EAGLE Measurements PlatForm
EAGLE Random SLS Generation
Increased Linkset Capacity EAGLE
T1 MIM 8 Channel Per MIM EAGLE
E1 MIM 8 Channel Per MIM EAGLE
EAGLE E1 ATM HSL 1/Link
Network Surveillance Enhancements EAGLE
EAGLE Increase GTT Entries To 200K Per TT
Page 42 of 43
Applicable
Computer
Equipment
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
EAGLE
Applicable Metric
(Per Metric Unit)
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
12M LSMS RECORDS
NODE
12M LSMS RECORDS
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
NODE
12M LSMS RECORDS
12M LSMS RECORDS
12M LSMS RECORDS
8 LSL
LINK
NODE
NODE
NODE
8 LSL
8 LSL
LINK
NODE
GTT PER TT
128 Provision Database Interface Connections (128 PDBI Connections) is defined as one hundred twenty-eight simultaneous connections to the International Number
Portability Provisioning System to the provisioning interface for the Home Location Register Router application from EAGLE signaling nodes.
12M LSMS Records is defined as twelve million Local Service Management System (LSMS) records that are interfacing with the Local Number Portability database.
1K Number Range Entries is defined as one thousand Local Number Portability number ranges.
330K Number Planning Area (NPA) Entries is defined as three hundred and thirty thousand combinations of the area code and first three digits (office code) of a North American
telephone number.
500 Transaction Units Per Second (TUPS) is defined as five hundred SS7 over IP transactions per second that include M3UA or M2PA encoded messages.
8 Low Speed SS7 Signaling Links (LSL) is defined as eight 56 kbps SS7 signaling links.
Card (STC Card, IPLIM Card, HIPR2 Card, SM Card) is defined as one EAGLE system card.
Global Title Translations (GTT) per Translation Type (TT) is defined as the number of SS7 Global Title Translation records per SS7 Translation Type.
Link is defined as one SS7 signaling link.
Network is defined as the logical set of signaling nodes grouped by an operator to process a specific type of signaling messages.
Node is defined as a set of servers managed by one Operations, Administration and Maintenance (OAM) function.
Route or SS7 Signaling Route is defined as a signaling path from a local signaling point to a remote signaling point using a specified link set.
Server is defined as the computer on which the Programs are installed. A Server license allows you to use the licensed Program on a single specified computer. For the purposes
of Acme Packet Programs, a Server in a virtual environment is defined as a virtual machine image. For the purpose of Tekelec Programs, a Server in a virtualized environments is
not counted as a Server.
Transaction Per Second Per Card is defined as a transaction per Eagle Application card between client–server protocol with explicit support of agents (intermediaries) that
contains a request message and a response message. The total number of new transactions per Eagle Application card over a 30 second interval during peak usage divided by 30
must be counted.
Last updated 07 January 2015
Page 43 of 43