Oracle Social Marketing Professional Services Descriptions. July 23, 2015

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1 Oracle Scial Marketing Prfessinal Services Descriptins July 23, 2015 TABLE OF CONTENTS ORACLE SOCIAL MARKETING: ONE-TIME SET-UP & TRAINING 2 SOCIAL MARKETING CONSULTING PACKAGE, LITE MID MARKET 2 SOCIAL MARKETING CONSULTING PACKAGE, LITE 3 SOCIAL MARKETING CONSULTING PACKAGE, LEAN 5 SOCIAL MARKETING TRAINING BUNDLE 7 ORACLE SOCIAL MARKETING: CORE (ONGOING) SERVICES BUNDLES 8 SOCIAL MARKETING PLATFORM PLUS BUNDLE 8 SOCIAL MARKETING PLATFORM EXPERTISE BUNDLE 9 SOCIAL MARKETING STRATEGIC LEADERSHIP BUNDLE 9 ORACLE SOCIAL MARKETING: ANALYTICS BUNDLE 11 SOCIAL MARKETING MONTHLY ANALYTICS REPORTING BUNDLE 11 ORACLE SOCIAL MARKETING: IMPLEMENTATION SERVICES BUNDLES 12 SOCIAL MARKETING IMPLEMENTATION, BRONZE SERVICE PACKAGE 12 SOCIAL MARKETING IMPLEMENTATION, SILVER SERVICE PACKAGE 13 SOCIAL MARKETING IMPLEMENTATION, GOLD SERVICE PACKAGE 14 SOCIAL MARKETING IMPLEMENTATION, PLATINUM SERVICE PACKAGE 15 1

2 Oracle Scial Marketing: One-Time Set-Up & Training Scial Marketing Cnsulting Package, Lite Mid Market SKU Part #B69923 Oracle will prvide t yu up t nine (9) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ), as set frth belw ( Services ). On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Scial Prperties Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Intrduce yur team t the Oracle resurce and prject manager wh will be perfrming the Services; Discuss the Scial Prperties (as defined belw); Review the Scial Prperties Frm; and Schedule the first webinar training sessin described belw Prvide up t eight and ne-half (8.5) hurs f assistance related t the Prgram during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). Enter yur passwrd and user name fr the Scial Prperties int the Prgram t receive data frm the Scial Prperties. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t review the primary features and additinal administrative setup f the Prgram. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding the primary features and administrative setup f the Prgram addressed during the webinar training sessin described in the bullet immediately abve. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t present a functinal verview f the Prgram including imprting scial media channels, creating new users, setting permissins, labels and ther Prgram functinality. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding imprting scial media channels, creating new users, setting permissins, labels, and ther Prgram functinality addressed during the webinar training sessin described in the bullet immediately abve. Prvide up t fur (4) hurs f telephne r assistance and guidance t yur prject manager t address any questins related t the Prgram. 2

3 Prvide assistance t yur prject manager in accessing educatin webinars, training sessins and Oracle self-directed Prgram educatinal materials that may be generally available t Oracle custmers fr n additinal cst. Yu must chse the Scial Prperties frm the list f Scial Prperties set frth in the Scial Prperties Frm, and return the fully cmpleted Scial Prperties Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Scial Prperties Frm will represent the specific Scial Prperties fr the Prgram Services described abve and nce received by Oracle, the Scial Prperties will be fixed fr the Prfessinal Services Perid. A Scial Prperty is a scial stream including but nt limited t Facebk, Twitter, Ggle+, and ther Oracle-supprted Prperties. The Prgram Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Scial Prperties Frm ( Prgram Services Start Date ) and must be used within three (3) mnths frm the Prgram Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Scial Prperties Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. Scial Marketing Cnsulting Package, Lite SKU Part #B69924 Oracle will prvide t yu up t thirty (30) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ), as set frth belw ( Services ). On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Scial Prperties Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Intrduce yur team t the Oracle resurce and prject manager wh will be perfrming the Services; Discuss the Scial Prperties (as defined belw); Review the Scial Prperties Frm; and Schedule the first webinar training sessin described belw 3

4 Prvide up t twenty-nine and ne-half (29.5) hurs f assistance related t the Prgram during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). Enter yur passwrd and user name fr the Scial Prperties int the Prgram t receive data frm the Scial Prperties. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t review the primary features and additinal administrative setup f the Prgram. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding the primary features and administrative setup f the Prgram addressed during the webinar training sessin described in the bullet immediately abve. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t present a functinal verview f the Prgram including imprting scial media channels, creating new users, setting permissins, labels and ther Prgram functinality. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding imprting scial media channels, creating new users, setting permissins, labels, and ther Prgram functinality addressed during the webinar training sessin described in the bullet immediately abve. At a time mutually agreed t by the prject managers, the Oracle resurce will cnduct up t tw (2) telephne cnference calls fr up t thirty (30) minutes each with yur prject manager t discuss yur Prgram analytics dashbard results and trends. At a time mutually agreed t by the prject managers, cnduct an up t ninety (90) minute telephne cnference call fr up t five (5) f yur emplyees t review advanced functinalities f the Prgram. Such advanced functinalities may include: Brand wide Cascading Style Sheets ( CSS ) definitin; Brand wide CSS and cntent editing; Managing f graphic assets; CSS ID list explratin; Mdule ID and name details; Firebug intrductin; Custmizatin f a Prgram view; Overview f using My Oracle Supprt; Brand template use cases; and Cmmn mdule manipulatin setup n the Prgram Prvide up t twenty-three (23) hurs f telephne r assistance and guidance t yur prject manager t address any questins related t the Prgram. Prvide assistance t yur prject manager in accessing educatin webinars, training sessins and Oracle self-directed Prgram educatinal materials that may be generally available t Oracle custmers fr n additinal cst. Yu must chse the Scial Prperties frm the list f Scial Prperties set frth in the Scial Prperties Frm, and return the fully cmpleted Scial Prperties Frm t the Oracle prject manager prir t the 4

5 cmmencement f the Prgram Services described abve. The cmpleted Scial Prperties Frm will represent the specific Scial Prperties fr the Prgram Services described abve and nce received by Oracle, the Scial Prperties will be fixed fr the Prfessinal Services Perid. A Scial Prperty is a scial stream including but nt limited t Facebk, Twitter, Ggle+, and ther Oracle-supprted Prperties. The Prgram Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Scial Prperties Frm ( Prgram Services Start Date ) and must be used within three (3) mnths frm the Prgram Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Scial Prperties Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. Scial Marketing Cnsulting Package, Lean SKU Part #B69925 Oracle will prvide t yu up t sixty (60) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ), as set frth belw ( Services ). On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Scial Prperties Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Intrduce yur team t the Oracle resurce and prject manager wh will be perfrming the Services; Discuss the Scial Prperties (as defined belw); Review the Scial Prperties Frm; and Schedule the first webinar training sessin described belw Prvide up t fifty-nine and ne-half (59.5) hurs f assistance related t the Prgram during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). Enter yur passwrd and user name fr the Scial Prperties int the Prgram t receive data frm the Scial Prperties. 5

6 At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t review the primary features and additinal administrative setup f the Prgram. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding the primary features and administrative setup f the Prgram addressed during the webinar training sessin described in the bullet immediately abve. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t present a functinal verview f the Prgram including imprting scial media channels, creating new users, setting permissins, labels and ther Prgram functinality. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding imprting scial media channels, creating new users, setting permissins, labels, and ther Prgram functinality addressed during the webinar training sessin described in the bullet immediately abve. At a time mutually agreed t by the prject managers, the Oracle resurce will cnduct up t tw (2) telephne cnference calls fr up t thirty (30) minutes each with yur prject manager t discuss yur Prgram analytics dashbard results and trends. Prvide yur prject manager with ne (1) standardized predefined analytics dashbard trend written summary. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute telephne cnference call fr up t five (5) f yur emplyees t review the standardized predefined analytics dashbard written summary. At a time mutually agreed t by the prject managers, cnduct an up t ninety (90) minute telephne cnference call fr up t five (5) f yur emplyees t review advanced functinalities f the Prgram. Such advanced functinalities may include: Brand wide Cascading Style Sheets ( CSS ) definitin; Brand wide CSS and cntent editing; Managing f graphic assets; CSS ID list explratin; Mdule ID and name details; Firebug intrductin; Custmizatin f a Prgram view; Overview f using My Oracle Supprt; Brand template use cases; and Cmmn mdule manipulatin setup n the Prgram Prvide up t frty-eight (48) hurs f telephne r assistance and guidance t yur prject manager t address any questins related t the Prgram. Prvide assistance t yur prject manager in accessing educatin webinars, training sessins and Oracle self-directed Prgram educatinal materials that may be generally available t Oracle custmers fr n additinal cst. Yu must chse the Scial Prperties frm the list f Scial Prperties set frth in the Scial Prperties Frm, and return the fully cmpleted Scial Prperties Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Scial Prperties Frm will represent 6

7 the specific Scial Prperties fr the Prgram Services described abve and nce received by Oracle, the Scial Prperties will be fixed fr the Prfessinal Services Perid. A Scial Prperty is a scial stream including but nt limited t Facebk, Twitter, Ggle+, and ther Oracle-supprted Prperties. The Prgram Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Scial Prperties Frm ( Prgram Services Start Date ) and must be used within three (3) mnths frm the Prgram Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Scial Prperties Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. Scial Marketing Training Bundle SKU Part #: B69929 Oracle will cnduct up t (2) tw private training webinars that run up t sixty (60) minutes each. Such webinars will be cnducted by remte delivery. These webinars will be limited t ten (10) attendees per webinar. The Services identified abve must be used within twelve (12) mnths frm yur rder s signature date ( Prfessinal Services Perid ). Any Services nt used within the Prfessinal Services Perid will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 7

8 Oracle Scial Marketing: Cre (Onging) Services Bundles Scial Marketing Platfrm Plus Bundle SKU Part # B74325 Oracle will prvide t yu up t ne hundred twenty-ne (121) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ) as set frth belw ( Services ). At a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t d the fllwing: Discuss yur current scial marketing needs; and Schedule the initial training sessin n the Prgram. Prvide up t ten (10) hurs f assistance related t the Prgram each mnth fr a perid f up t twelve (12) cnsecutive mnths, cmmencing after the intrductry call identified in bullet 1 abve and during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). The Prgram Services cannt cmmence until cmpletin f the intrductry call. Assistance with accunt setup fr the Prgram; Training with respect t Prgram functinality; Training with respect t Prgram recmmended practices and use cases; and Assistance with accessing self-directed educatinal materials. The Services must be used within thirteen (13) mnths frm yur rder s signature date, unless therwise stated in yur rder ( Prfessinal Services Perid ). Any Services nt used within the Prfessinal Services Perid will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 8

9 Scial Marketing Platfrm Expertise Bundle SKU Part # B70308 Oracle will prvide t yu up t tw hundred frty-ne (241) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ) as set frth belw ( Services ). At a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t d the fllwing: Discuss yur current scial marketing needs; and Schedule the initial training sessin regarding the Prgram. Prvide up t twenty (20) hurs f assistance related t the Prgram each mnth fr a perid f up t twelve (12) cnsecutive mnths, cmmencing after the intrductry call identified in bullet 1 abve and during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). The Prgram Services cannt cmmence until cmpletin f the intrductry call. Assistance with accunt setup fr the Prgram; Training with respect t Prgram functinality; Training with respect t Prgram recmmended practices and use cases; Assistance with accessing self-directed educatinal materials; and Cnduct an up t sixty (60) minute telephne cnference call nce a mnth, during the Prfessinal Services Perid, at a time mutually agreed t by the prject managers, t discuss yur Prgram analytics and ptimizatin recmmendatins. The Services must be used within thirteen (13) mnths frm yur rder s signature date, unless therwise stated in yur rder ( Prfessinal Services Perid ). Any Services nt used within the Prfessinal Services Perid will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. Scial Marketing Strategic Leadership Bundle SKU Part # B70309 Oracle will prvide t yu up t nine hundred sixty-ne (961) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring Prgram ( Prgram ) as set frth belw ( Services ). At a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t d the fllwing: Prvide an intrductin t the supprt team t all yur key cntacts; Review all cntract elements and deliverables; and 9

10 Crdinate n executin timing.. Prvide up t eighty (80) hurs f assistance related t the Prgram each mnth fr a perid f up t twelve (12) cnsecutive mnths during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). The Prgram Services cannt cmmence until cmpletin f the intrductry call. Assistance with accunt setup fr the Prgram; Training with respect t Prgram functinality; Training with respect t Prgram recmmended practices and use cases; Assistance with accessing self-directed educatinal materials; Prvide t yu nce a mnth during the Prfessinal Services Perid an Oracle Scial Marketing Reprt. Such Reprt will evaluate ne (1) wned Facebk page, ne (1) wned Twitter handle, ne (1) wned YuTube accunt, and ne (1) wned G+ page; and Input regarding industry trends and practices. The Services must be used within thirteen (13) mnths frm yur rder s signature date, unless therwise stated in yur rder ( Prfessinal Services Perid ). Any Services nt used within the Prfessinal Services Perid will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 10

11 Oracle Scial Marketing: Analytics Bundle Scial Marketing Mnthly Analytics Reprting Bundle SKU Part # B70310 Each mnth during the term f this service, Oracle will prvide yu with ne (1) standardized predefined reprt t be cmpleted by remte delivery resurces. Such reprt will be delivered t yu n a date that yu and Oracle pre-determine, which must be n earlier than the 10 th day f the fllwing mnth. Yu will select up t fur (4) f the streams/data types listed belw t be included in yur mnthly reprt. The streams/data types yu select will be set fr the duratin f the Prfessinal Services Perid. Facebk stream; Twitter stream; YuTube stream; Ggle+ stream; LinkedIn stream; r Campaign Tags data Each mnth during the term f this service, fllwing the delivery f the mnthly reprt, Oracle will cnduct ne (1) sixty (60) minute review t discuss cntent f the mnthly reprt with yu. The Services must be used within thirteen (13) mnths frm yur rder s signature date, unless therwise stated in yur rder ( Prfessinal Services Perid ). Any Services nt used within the Prfessinal Services Perid will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 11

12 Oracle Scial Marketing: Implementatin Services Bundles Scial Marketing Implementatin, Brnze Service Package SKU Part # B69930 Oracle will prvide yu with up t ten (10) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ) in yur Oracle services envirnment as set frth belw ( Services ): On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Prgram Services Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Discuss the Prgram Services (as defined belw); and Review the Prgram Services Frm. Prvide up t nine and ne-half (9.5) hurs f assistance during the Prfessinal Services Perid (as defined belw) related t thse Prgram Services selected by yu in the cmpleted Prgram Services Frm. Such selected Prgram Services will include the design, creatin r implementatin f ne r mre f the fllwing ( Prgram Services ): Mdifying the Cntent & Apps View(s) by using yur creative assets prvided by manipulating yur Cascading Style Sheets ( CSS ); Mdule-specific CSS styling; Mdifying the Cntent & Apps View(s) using HTML and JavaScript cde; Develpment f a custm user experience; and/r Technical training and respnses t yur questins n the use f the Prgram. Yu must chse the Prgram Services t be prvided hereunder frm the list f Prgram Services set frth in the Prgram Services Frm, and return the fully cmpleted Prgram Services Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Prgram Services Frm will represent the specific Prgram Services t be prvided by Oracle hereunder and nce received by Oracle, the Prgram Services will be fixed fr the Prfessinal Services Perid. The Prgram Services selected by yu will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Prgram Services Frm ( Prgram Services Start Date ) and must be used (i) within twelve (12) mnths frm the Prgram Services Start Date r (ii) prir t the expiratin f yur current Prgram subscriptin term, whichever ccurs first ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Prgram Services Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will 12

13 nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. Scial Marketing Implementatin, Silver Service Package SKU Part # B69931 Oracle will prvide yu with up t twenty (20) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ) in yur Oracle services envirnment as set frth belw ( Services ): On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Prgram Services Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Discuss the Prgram Services (as defined belw); and Review the Prgram Services Frm. Prvide up t nineteen and ne-half (19.5) hurs f assistance during the Prfessinal Services Perid (as defined belw) related t thse Prgram Services selected by yu in the cmpleted Prgram Services Frm. Such selected Prgram Services will include the design, creatin r implementatin f ne r mre f the fllwing ( Prgram Services ): Mdifying the Cntent & Apps View(s) by using yur creative assets prvided by manipulating yur Cascading Style Sheets ( CSS ); Mdule-specific CSS styling; Mdifying the Cntent & Apps View(s) using HTML and JavaScript cde; Develpment f a custm user experience; and/r Technical training and respnses t yur questins n the use f the Prgram. Yu must chse the Prgram Services t be prvided hereunder frm the list f Prgram Services set frth in the Prgram Services Frm, and return the fully cmpleted Prgram Services Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Prgram Services Frm will represent the specific Prgram Services t be prvided by Oracle hereunder and nce received by Oracle, the Prgram Services will be fixed fr the Prfessinal Services Perid. The Prgram Services selected by yu will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Prgram Services Frm ( Prgram Services Start Date ) and must be used (i) within twelve (12) mnths frm the Prgram Services Start Date r (ii) prir t the expiratin f yur current Prgram subscriptin term, whichever ccurs first ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, 13

14 in the event a fully cmpleted Prgram Services Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. Scial Marketing Implementatin, Gld Service Package SKU Part # B69932 Oracle will prvide yu with up t frty (40) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ) in yur Oracle services envirnment as set frth belw ( Services ): On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Prgram Services Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Discuss the Prgram Services (as defined belw); and Review the Prgram Services Frm. Prvide up t thirty nine and ne-half (39.5) hurs f assistance during the Prfessinal Services Perid (as defined belw) related t thse Prgram Services selected by yu in the cmpleted Prgram Services Frm. Such selected Prgram Services will include the design, creatin r implementatin f ne r mre f the fllwing ( Prgram Services ): Mdifying the Cntent & Apps View(s) by using yur creative assets prvided by manipulating yur Cascading Style Sheets ( CSS ); Mdule-specific CSS styling; Mdifying the Cntent & Apps View(s) using HTML and JavaScript cde; Develpment f a custm user experience; and/r Technical training and respnses t yur questins n the use f the Prgram. Yu must chse the Prgram Services t be prvided hereunder frm the list f Prgram Services set frth in the Prgram Services Frm, and return the fully cmpleted Prgram Services Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Prgram Services Frm will represent the specific Prgram Services t be prvided by Oracle hereunder and nce received by Oracle, the Prgram Services will be fixed fr the Prfessinal Services Perid. 14

15 The Prgram Services selected by yu will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Prgram Services Frm ( Prgram Services Start Date ) and must be used (i) within twelve (12) mnths frm the Prgram Services Start Date r (ii) prir t the expiratin f yur current Prgram subscriptin term, whichever ccurs first ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Prgram Services Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. Scial Marketing Implementatin, Platinum Service Package SKU Part # B69933 Oracle will prvide yu with up t ne hundred (100) hurs f remte assistance related t the Oracle Scial Marketing Prgram ( Prgram ) in yur Oracle services envirnment as set frth belw ( Services ): On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Prgram Services Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Discuss the Prgram Services (as defined belw); and Review the Prgram Services Frm. Prvide up t ninety nine and ne-half (99.5) hurs f assistance during the Prfessinal Services Perid (as defined belw) related t thse Prgram Services selected by yu in the cmpleted Prgram Services Frm. Such selected Prgram Services will include the design, creatin r implementatin f ne r mre f the fllwing ( Prgram Services ): Mdifying the Cntent & Apps View(s) by using yur creative assets prvided by manipulating yur Cascading Style Sheets ( CSS ); Mdule-specific CSS styling; Mdifying the Cntent & Apps View(s) using HTML and JavaScript cde; Develpment f a custm user experience; and/r Technical training and respnses t yur questins n the use f the Prgram. 15

16 Yu must chse the Prgram Services t be prvided hereunder frm the list f Prgram Services set frth in the Prgram Services Frm, and return the fully cmpleted Prgram Services Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Prgram Services Frm will represent the specific Prgram Services t be prvided by Oracle hereunder and nce received by Oracle, the Prgram Services will be fixed fr the Prfessinal Services Perid. The Prgram Services selected by yu will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Prgram Services Frm ( Prgram Services Start Date ) and must be used (i) within twelve (12) mnths frm the Prgram Services Start Date r (ii) prir t the expiratin f yur current Prgram subscriptin term, whichever ccurs first ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Prgram Services Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 16

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