Oracle Social Relationship Management Professional Services Descriptions. July 23, 2015

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1 Oracle Scial Relatinship Management Prfessinal Services Descriptins July 23, 2015 TABLE OF CONTENTS ORACLE SOCIAL ENGAGEMENT & MONITORING: ONE-TIME SET-UP & TRAINING 3 SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE, LITE 3 SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE, LEAN 5 SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE- ADVANCED DASHBOARD TRAINING 7 SOCIAL ENGAGEMENT AND MONITORING ADD-ON SERVICE PACK, BACK-SCORING SETUP 8 SOCIAL ENGAGEMENT AND MONITORING, CUSTOM INDICATOR 8 SOCIAL ENGAGEMENT AND MONITORING, CUSTOM TOPIC 9 ORACLE SOCIAL MARKETING: ONE-TIME SET-UP & TRAINING 11 SOCIAL MARKETING CONSULTING PACKAGE, LITE MID MARKET 11 SOCIAL MARKETING CONSULTING PACKAGE, LITE 12 SOCIAL MARKETING CONSULTING PACKAGE, LEAN 14 SOCIAL MARKETING TRAINING BUNDLE 16 ORACLE SOCIAL RELATIONSHIP MANAGEMENT: CORE (ONGOING) SERVICES BUNDLES 17 SOCIAL RELATIONSHIP MANAGEMENT PLATFORM PLUS BUNDLE 17 SOCIAL RELATIONSHIP MANAGEMENT PLATFORM EXPERTISE BUNDLE 18 SOCIAL RELATIONSHIP MANAGEMENT STRATEGIC LEADERSHIP BUNDLE 19 ORACLE SOCIAL RELATIONSHIP MANAGEMENT: ANALYTICS BUNDLES 21 SOCIAL RELATIONSHIP MANAGEMENT CONTENT OPTIMIZATION PACKAGE 21 ORACLE SOCIAL ENGAGEMENT AND MONITORING: ANALYTICS BUNDLES 23 SOCIAL ENGAGEMENT AND MONITORING BRAND CONVERSATION LANDSCAPE PACKAGE 23 SOCIAL ENGAGEMENT AND MONITORING TOPIC CONVERSATION PACKAGE 24 SOCIAL ENGAGEMENT AND MONITORING CONTENT OPTIMIZATION PACKAGE 25 1

2 SOCIAL ENGAGEMENT AND MONITORING CAMPAIGN EVALUATION PACKAGE (POST- MORTEM) 27 ORACLE SOCIAL MARKETING: ANALYTICS BUNDLE 29 SOCIAL MARKETING MONTHLY ANALYTICS REPORTING BUNDLE 29 ORACLE SOCIAL MARKETING: IMPLEMENTATION SERVICES BUNDLES 30 SOCIAL MARKETING IMPLEMENTATION, BRONZE SERVICE PACKAGE 30 SOCIAL MARKETING IMPLEMENTATION, SILVER SERVICE PACKAGE 31 SOCIAL MARKETING IMPLEMENTATION, GOLD SERVICE PACKAGE 32 SOCIAL MARKETING IMPLEMENTATION, PLATINUM SERVICE PACKAGE 33 2

3 Oracle Scial Engagement & Mnitring: One-Time Set-Up & Training Scial Engagement and Mnitring Cnsulting Package, Lite SKU Part #B69968 Oracle will prvide t yu up t furteen (14) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring 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 cpies f the Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm each 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 Tpics (as defined belw); Review the Tpic Definitin Frm; Discuss the Indicatrs (as defined belw); Review the Indicatr Definitin Frm; Discuss the Scial Prperties (as defined belw); Review the Scial Prperties Frm; and Schedule the first webinar training sessin described belw Prvide up t thirteen and ne-half (13.5) 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. Prvide up t six (6) hurs f assistance t create up t three (3) Tpics. Prvide up t fur (4) hurs f assistance t create ne (1) Indicatr. 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 prcesses f Tpic creatin and Indicatr creatin fr, and dashbard functinality f, the Prgram including an verview f 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 Tpic creatin, Indicatr creatin, and dashbard functinality 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. 3

4 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 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 up t three (3) Tpics frm the list f Tpics set frth in the Tpic Definitin Frm, and return the fully cmpleted Tpic Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Tpic Definitin Frm will represent the specific Tpics fr the Prgram Services described abve and nce received by Oracle, the Tpics will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. Yu must chse ne (1) Indicatr frm the list f Indicatrs set frth in the Indicatr Definitin Frm, and return the fully cmpleted Indicatr Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Indicatr Definitin Frm will represent the specific Indicatr fr the Prgram Services described abve and nce received by Oracle, the Indicatr will be fixed fr the Prfessinal Services Perid. An Indicatr is a specialized filter used t further categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. 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 Tpic Definitin Frm, Indicatr Definitin Frm and 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 Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm have 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. 4

5 Scial Engagement and Mnitring Cnsulting Package, Lean SKU Part #B69969 Oracle will prvide t yu up t twenty-fur (24) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring 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 cpies f the Tpic Definitin Frm, Indicatr Definitin Frm, and Scial Prperties Frm each 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 Tpics (as defined belw); Review the Tpic Definitin Frm; Discuss the Indicatrs (as defined belw); Review the Indicatr Definitin Frm; Discuss the Scial Prperties (as defined belw); Review the Scial Prperties Frm; and Schedule the first webinar training sessin described belw Prvide up t twenty-three and ne-half (23.5) 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. Prvide up t ten (10) hurs f assistance t create up t five (5) Tpics. Prvide up t ten (10) hurs f assistance t create up t tw (2) Indicatrs. 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 prcesses f Tpic creatin and Indicatr creatin fr, and dashbard functinality f, the Prgram including an verview f 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 Tpic creatin, Indicatr creatin, and dashbard functinality 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, 5

6 and ther Prgram functinality addressed during the webinar training sessin described in the bullet immediately abve. 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 up t five (5) Tpics frm the list f Tpics set frth in the Tpic Definitin Frm, and return the fully cmpleted Tpic Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Tpic Definitin Frm will represent the specific Tpics fr the Prgram Services described abve and nce received by Oracle, the Tpics will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. Yu must chse up t tw (2) Indicatrs frm the list f Indicatrs set frth in the Indicatr Definitin Frm, and return the fully cmpleted Indicatr Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Indicatr Definitin Frm will represent the specific Indicatr fr the Prgram Services described abve and nce received by Oracle, the Indicatr will be fixed fr the Prfessinal Services Perid. An Indicatr is a specialized filter used t further categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. 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 Tpic Definitin Frm, Indicatr Definitin Frm and 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 Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm have 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. 6

7 Scial Engagement and Mnitring Cnsulting Package- Advanced Dashbard Training SKU Part #B71060 Oracle will prvide t yu up t six (6) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring Prgram ( Prgram ), as set frth belw ( Services ). Tpic and Indicatr shall have the meaning ascribed t the terms belw. At a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne cnference call ( Intrductry Call ) with yur prject manager t d the fllwing: Intrduce yu t the Oracle resurce wh will be perfrming the Services; and Discuss and identify the areas f Prgram functinality listed in the next bullet belw in which yu wuld like training Prvide up t a ttal f fur and ne-half (4.5) hurs f assistance, via webinar training sessin(s) fr up t five (5) f yur emplyees, fr ne r mre f the fllwing areas f Prgram functinality: Tpic creatin training; Indicatr creatin training; and Dashbard metrics and reprting training 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. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. An Indicatr is a specialized filter used t further categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. 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 Scial Engagement and Mnitring Add-On Service Pack, Back-Scring Setup SKU Part # B69977 Oracle will prvide yu with remte assistance fr prcessing histrical data frm the time perid prir t Tpic creatin fr up t twenty-five (25) Tpics. This data is limited t that which is available in Oracle archives fr up t ne (1) year prir t the date f Tpic creatin. Services d nt include creatin r mdificatin f Tpic(s). Fr purpses f this service the fllwing definitins apply: Tpic: A filter created with specific query lgic using keywrds, semantic filters r bth. The filter may be used t identify brands, categries, peple issues, r campaigns. Services will be perfrmed by remte delivery resurces. If yur Clud/Subscriptin has yet t be prvisined at the time f yur rder, these cnsulting services must be used within a ninety (90) day perid beginning n the date f prvisining f yur system. If yur Clud/Subscriptin had been prvisined prir t the date f yur rder fr these cnsulting services, these cnsulting services must be used within a ninety (90) day perid n the effective date f yur rder fr such cnsulting services. Unused hurs (if any) will be autmatically frfeited by yu after the ninety (90) day perid. Scial Engagement and Mnitring, Custm Indicatr SKU Part # B74329 Oracle will prvide t yu up t eight (8) hurs f remte assistance with the creatin f ne (1) custm Indicatr within the Oracle Scial Engagement and Mnitring Prgram, as set frth belw ( Services ). Indicatr shall have the meaning ascribed t the term belw. 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 Indicatr Definitin 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 sixty (60) minute telephne intrductin cnference call t discuss Indicatrs, and t review the Indicatr Definitin Frm. Prvide up t seven (7) hurs f assistance during the Prfessinal Services Perid t create ne (1) custm Indicatr ( Indicatr Services ). Yu must identify the Indicatr in a cmpleted Indicatr Definitin Frm returned t the Oracle prject manager prir t the cmmencement f the Indicatr Services described abve. The cmpleted Indicatr Definitin Frm will represent the specific Indicatr fr the Indicatr Services described abve and nce received by Oracle, the Indicatr will be fixed fr the Prfessinal Services Perid. An Indicatr is a specialized filter used t further 8

9 categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. The Indicatr Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Indicatr Definitin Frm ( Indicatr Services Start Date ) and must be used within three (3) mnths frm the Indicatr Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Indicatr Definitin 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 Engagement and Mnitring, Custm Tpic SKU Part # B74330 Oracle will prvide t yu up t fur and ne-half (4.5) hurs f remte assistance with the creatin f ne (1) custm Tpic within the Oracle Scial Engagement and Mnitring Prgram, as set frth belw ( Services ). Tpic shall have the meaning ascribed t the term belw. 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 Tpic Definitin 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 sixty (60) minute telephne intrductin cnference call t discuss the Tpics, and t review the Tpic Definitin Frm. Prvide up t three and ne-half (3.5) hurs f assistance during the Prfessinal Services Perid t create ne (1) custm Tpic ( Tpic Services ). Yu must identify the Tpic in a cmpleted Tpic Definitin Frm returned t the Oracle prject manager prir t the cmmencement f the Tpic Services described abve. The cmpleted Tpic Definitin Frm will represent the specific Tpic fr the Tpic Services described abve and nce received by Oracle, the Tpic will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. 9

10 The Tpic Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Tpic Definitin Frm ( Tpic Services Start Date ) and must be used within three (3) mnths frm the Tpic Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Tpic Definitin 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. 10

11 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. 11

12 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 12

13 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 13

14 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. 14

15 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 15

16 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. 16

17 Oracle Scial Relatinship Management: Cre (Onging) Services Bundles Scial Relatinship Management Platfrm Plus Bundle SKU Part # B74322 Oracle will prvide t yu up t ne hundred eighty-ne (181) hurs f remte assistance related t the Oracle Scial Relatinship Management 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, listening, and engagement needs; and Schedule the initial training sessin n the Prgram. Prvide up t fifteen (15) 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. 17

18 Scial Relatinship Management Platfrm Expertise Bundle SKU Part # B74323 Oracle will prvide t yu up t three hundred sixty-ne (361) hurs f remte assistance related t the Oracle Scial Relatinship Management 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, listening, and engagement needs; and Schedule the initial training sessin regarding the Prgram. Prvide up t thirty (30) 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. 18

19 Scial Relatinship Management Strategic Leadership Bundle SKU Part # B74324 Oracle will prvide t yu up t ne thusand five hundred sixty-ne (1,561) hurs f remte assistance related t the Oracle Scial Relatinship Management 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 cpies f the Reprt Selectin Frm, Indicatr Definitin Frm, and Tpic Definitin Frm each 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 sixty (60) minute telephne intrductin cnference call t d the fllwing: Discuss the reprt ptins (as defined belw); Review the Reprt Selectin Frm; Discuss the Tpics (as defined belw); Review the Tpic Definitin Frm; Discuss the Indicatrs (as defined belw); Review the Indicatr Definitin Frm; Discuss yur current scial marketing, listening, and engagement needs; and Schedule the initial training sessin n the Prgram. Prvide up t ne hundred thirty (130) 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 ). 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 the Selected Reprt(s) (as defined belw); and Input regarding industry trends and practices. Yu must chse ne (1) f the fllwing reprt ptins ( Selected Reprt ) t be prvided as part f the Prgram Services: Oracle Scial Engagement and Mnitring Tpic Cnversatin Reprt AND Oracle Scial Marketing Strategic Leadership Reprt. The Oracle Scial Engagement and Mnitring Tpic Cnversatin Reprt will evaluate ne (1) Tpic (campaigns excluded) within the Prgram fr (i) its perfrmance acrss up t six (6) Indicatrs identified by yu in the Indicatr Definitin Frm, and (ii) earned media frm cnsumer respnses via publicly available scial media channels. The Oracle Scial Marketing Strategic Leadership Reprt will evaluate yur brand s perfrmance acrss yur wned scial media channels such as Facebk page(s), Twitter handle(s) and/r Ggle+ pages within the Prgram; OR Oracle Scial Relatinship Management Brand Cnversatin Landscape Reprt. Such Reprt will evaluate six (6) Tpics (campaigns excluded) within the Prgram, with a fcus n brand health and cmpetitive analysis, 19

20 fr (i) its perfrmance acrss up t six (6) Indicatrs identified by yu in the Indicatr Definitin Frm, (ii) earned media frm cnsumer respnses via publicly available scial media channels, and (iii) analysis f up t ten (10) wned scial media channels such as Facebk page(s), Twitter handle(s) and/r Ggle+ pages; OR Oracle Scial Relatinship Management Cntent Optimizatin Reprt. Such Reprt will evaluate six (6) Tpics (campaigns excluded) within the Prgram, with a fcus n published cntent and cnsumer engagement, fr (i) its perfrmance acrss up t six (6) Indicatrs identified by yu in the Indicatr Definitin Frm, (ii) earned media frm cnsumer respnses via publicly available scial media channels, and (iii) their perfrmance acrss yur wned scial media channels such as Facebk page(s), Twitter handle(s) and/r Ggle+ pages. Yu must identify the Selected Reprt in a cmpleted Reprt Selectin Frm returned t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Reprt Selectin Frm will represent the specific Selected Reprt fr the Prgram Services described abve and nce received by Oracle, the Selected Reprt will be fixed fr the Prfessinal Services Perid. Yu must chse the Tpic(s) frm the list f Tpics set frth in the Tpic Definitin Frm, and return the fully cmpleted Tpic Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Tpic Definitin Frm will represent the specific Tpic(s) fr the Selected Reprt fr the Prgram Services described abve and nce received by Oracle, the Tpic(s) will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. Yu must chse the Indicatrs frm the list f Indicatrs set frth in the Indicatr Definitin Frm, and return the fully cmpleted Indicatr Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Indicatr Definitin Frm will represent the specific Indicatrs fr the Selected Reprt fr the Prgram Services described abve and nce received by Oracle, the Indicatrs will be fixed fr the Prfessinal Services Perid. An Indicatr is a specialized filter used t further categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. The Prgram Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Reprt Selectin Frm, Indicatr Definitin Frm and Tpic Definitin Frm ( Prgram Services Start Date ) and must be used within twelve (12) mnths frm the Prgram Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Reprt Selectin Frm, Indicatr Definitin Frm and Tpic Definitin Frm have 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. 20

21 Oracle Scial Relatinship Management: Analytics Bundles Scial Relatinship Management Cntent Optimizatin Package SKU Part # B73435 Oracle will prvide t yu up t five hundred frty (540) hurs f remte assistance regarding cntent ptimizatin assessment acrss ne (1) main Tpic ( Main Tpic ), as well as up t five (5) additinal Tpics ( Additinal Tpics ) and tw (2) Cnsumer Trends, excluding campaign tpics, as set frth belw ( Services ). Tpic and Cnsumer Trend shall have the meaning ascribed t thse terms belw. 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 Tpic/Cnsumer Trends Definitin Frm t be cmpleted by yu and returned t Oracle s prject manager within three (3) mnths 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 Oracle prject manager, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t discuss Tpics and Cnsumer Trends and t review the Tpic/Cnsumer Trends Definitin Frm. Prvide t yu a reprt ( Reprt ) nce a mnth during the Prfessinal Services Perid, as that term is defined belw, that will include the fllwing: Scial media cnversatin vlume fr the Main Tpic; Tp fur (4) themes f the Main Tpic; Brand demgraphic sptlight, which includes a chice f either gender r age analysis n the Main Tpic and each f the Additinal Tpics; Tp ten (10) psitive terms fr the Main Tpic and each f the Additinal Tpics; Tp ten (10) negative terms fr the Main Tpic and each f the Additinal Tpics; Activity analysis f Facebk mentins fr the Main Tpic; Activity analysis f Twitter mentins fr the Main Tpic; Tp Facebk psts including pst engagement ttals; Tp tweets including re-tweet metrics; Negative feedback assciated with hide clicks and reprt spam clicks; Tp psts types perfrmance fr pht and status psts; Facebk cntent analysis designed t determine what type f cntent (i.e., pht psts, link psts, status psts, and vide psts) result in the mst cnsumer engagement; Analysis f tag perfrmance fr the Main Tpic and each f the Additinal Tpics; Pst time and day fr Facebk; Pst time and day fr Twitter; Pst frequency by Facebk and pst frequency by hur fr Facebk; Facebk pst life cycles illustrated in hurs by day; Facebk fan, reach, and engagement demgraphics; Scial media cnversatin vlume fr each Cnsumer Trend; Theme analysis f the tp three (3) themes fr each Cnsumer Trend; 21

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