Oracle Eloqua Professional Services Descriptions December 15, 2016

Transcription

1 Oracle Eloqua Professional Services Descriptions December 15, 2016 Oracle Eloqua Implementation Service for Co-dynamic Lead Scoring... 3 Oracle Eloqua Standard Import/Export Integration Service... 4 Oracle Eloqua Single Point Integration Workshop... 5 Oracle Eloqua Standard SmartStart Implementation Service - at Client Location... 6 Oracle Eloqua Premium SmartStart Implementation Service... 7 Oracle Eloqua Enterprise SmartStart Implementation Service Oracle Eloqua CRM Staging to Production Integration Promotion Service Oracle Eloqua SmartStart Implementation Service for Salesforce.com Person Accounts Oracle Eloqua Implementation Service for Custom Object for Segmentation Oracle Eloqua Implementation Service for IP Warming Program Oracle Eloqua Oracle On Demand Integration Service Oracle Eloqua Customer Relationship Management Integration Service for Microsoft Oracle Eloqua Integration Service for Salesforce.com Oracle Eloqua SmartStart Implementation Service for Oracle Eloqua AppCloud Integration Oracle Eloqua Platform Review Oracle Eloqua Expert Service Oracle Eloqua Expert Concierge Service Oracle Eloqua Entertainment SmartStart Implementation Service Oracle Eloqua Nonprofit SmartStart Implementation Service Oracle Eloqua Asset Management SmartStart Implementation Service Oracle Eloqua Closed Loop Reporting Service for Salesforce.com Oracle Eloqua Closed Loop Reporting Service for Microsoft Dynamics Oracle Eloqua Contact-Level Security Service Oracle Eloqua Custom Subscription Center Implementation Service Oracle Eloqua Custom Subscription Center Implementation Service for Additional Languages Oracle Eloqua Enhanced SmartStart Implementation Service - at Client Location Oracle Eloqua Insurance SmartStart Implementation Service Oracle Eloqua Single Sign-On Implementation Service Oracle Eloqua Campaign Strategy and Design Optimization Workshop Oracle Eloqua Campaign Strategy and Design Workshop Page 1 of 65

2 Oracle Eloqua Standard SmartStart Implementation Service - Remote Oracle Eloqua Sales Cloud Integration Service Oracle Eloqua API Architecture Workshop Oracle Eloqua Education Pass Oracle Eloqua Enterprise Non-Instructor Web-Based Training Subscription Oracle Eloqua Campaign Premium Services Oracle Eloqua Campaign Standard Services Oracle Eloqua Program Management Premium Services Oracle Eloqua Program Management Standard Services Oracle Eloqua Technical Services Oracle Eloqua Strategy Premium Services Remote (EMEA Only) Oracle Eloqua Strategy Premium Services Onsite (EMEA Only) Oracle Eloqua Strategy Standard Services Remote (EMEA Only) Oracle Eloqua Strategy Standard Services Onsite (EMEA Only) Page 2 of 65

3 Oracle Eloqua Implementation Service for Co-dynamic Lead Scoring Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua implementation for Co-Dynmanic Lead Scoring: A. Provide You with one (1) webinar session for up to thirty (30) minutes to review the project scope, roles and responsibilities, pre-requisite work required, the project checklist, and the project plan; B. Provide You with one (1) webinar session for up to sixty (60) minutes to review lead scoring practices and scoring parameters available for one (1) Lead Scoring program; C. Recommend an approach for scoring leads, including website and activity; D. Assist You to configure one (1) lead scoring module based on Your completed lead scoring matrix (up to fifty (50) web pages will be tagged for inclusion in the scoring engine); and E. Assist You during user acceptance testing for up to three (3) hours to answer ad hoc questions, troubleshoot issues, and adjust the configuration to align to the approved design. 1. Provide use cases prior to commencement of configuration. 2. Perform any list uploads and form integrations that are inputs for lead scoring. 3. Complete the lead scoring matrix as required by the Oracle Eloqua Consulting Project Manager. 4. Perform user acceptance testing as per the mutually agreed upon project plan timeline. 5. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Page 3 of 65

4 Oracle Eloqua Standard Import/Export Integration Service Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Standard Import / Export integration: A. Provide You with one (1) webinar session for up to thirty (30) minutes to review the project scope, roles and responsibilities, pre-requisite work required, the project checklist, and the project plan; B. Provide You with one (1) webinar session for up to sixty (60) minutes to review the Eloqua Data Model and Import/Export process; C. Assist You in the creation of one (1) import to automate the upload of one (1).csv file from one (1) Secure File Transfer Protocol ( SFTP ) server into the Oracle Eloqua Platform Application using Eloqua's standard integration methodology; and D. Assist You in the creation of an export to automate the push of one (1) file from the Oracle Eloqua Platform Application to the SFTP site using Eloqua's standard methodology. 1. Complete the import/export field spreadsheet, as required by the Oracle Eloqua Consulting Project Manager. 2. Provide use cases prior to commencement of configuration. 3. Set up and host an SFTP server. 4. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 5. Perform user acceptance testing as per the mutually agreed upon project plan timeline. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Page 4 of 65

5 Oracle Eloqua Single Point Integration Workshop Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to You single point integration workshop: A. Provide You with one (1) webinar session for up to thirty (90) minutes for up to twenty (20) attendees to review the project scope, roles and responsibilities, pre-requisite work required, and the workshop agenda and meeting logistics; B. Provide You with one (1) onsite workshop, for up to one (1) person day, for up to twenty (20) attendees; C. Provide You an Eloqua data model overview to build context for the data integration points; D. Review with You at a high-level, the data model of one (1) external database to be integrated; E. Recommend an integration method from Eloqua to one (1) external database using a flat file transfer, a Secure File Transfer Protocol ( SFTP ) connection, or with the use of Eloqua s Application Programming Interface ( API ); F. Assist You in the creation of one (1) data model design document ( Design Document ) describing the integration; and G. Provide You with one (1) remote follow-up meeting for up to ninety (90) minutes, for up to twenty (20) attendees to review the Design Document. 1. Provide a resource to develop, program, and test the integration between Your external database and Eloqua. 2. Provide use cases prior to commencement of configuration; 3. Perform user acceptance testing as per the mutually agreed upon project plan timeline. 4. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. All services will be delivered in English. 2. The services above are limited to conducting a workshop for the development of the integration and do not include coding or other similar services for the development of the integration. 3. The Services are limited to discussions around bulk data transfer between Eloqua and the external system. 4. Out of Scope. The following activities are not within the scope of Services of this ordering document: a. Any Services related to solution design involving the Eloqua AppCloud Framework. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will Page 5 of 65

6 not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Oracle Eloqua Standard SmartStart Implementation Service - at Client Location Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Standard SmartStart implementation: A. Provide You with one (1) webinar session for up to sixty (60) minutes for up to five (5) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, the project checklist, and the project plan. B. Provide You a two (2) day on-site workshop covering the topics outlined below: 1. Assist You with settings setup and configuration, as follows: a. Configure up to one (1) default setting (Reply To, Display Name); b. Provide You with up to one (1) header and one (1) footer; c. Configure up to one (1) template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the deliverability report; e. Configure up to one (1) branded bounceback sub-domain; f. Configure up to one (1) subscription management option; and g. Assist You in launching up to one (1) internal campaign using Eloqua. 2. Assist You with administration setup, as follows: a. Create up to five (5) Eloqua users; b. Provide one (1) upload of up to fifty (50) competitor domains added to the master exclude list; c. Upload up to one (1) company logo into the Eloqua application; d. Upload up to one (1) unsubscribe list and up to one (1) bounceback list into the Eloqua application; e. Configure and test the Eloqua website tracking scripts in up to one (1) externally hosted website; f. Upload to one (1) contact list into the Eloqua application; and g. Discuss Your user login security settings. 3. Assist You with database management setup, as follows: a. Provide up to thirty (30) contact fields and up to (1) contact view; and b. Recommend an approach for asset folder and naming conventions. 4. Assist You with the landing page and form setup, as follows: a. Review up to one (1) default confirmation page; and b. Assist You with up to two (2) configured forms hosted in the system or integrated with the externally hosted form. 5. Assist You with Lead Nurturing Setup, as follows: a. Provide up to one (1) session on lead nurturing recommended practices for up to sixty (60) minutes; Page 6 of 65

7 b. Conduct up to one (1) brainstorming session on lead nurture paths for up to thirty (30) minutes; and c. Assist You with up to one (1) lead nurture campaign framework on the campaign canvas with up to three (3) steps. 6. Conduct a high level overview reporting session for You for up to one (1) hour. 7. Provide You up to one (1) hour of assistance with reviewing the configuration pre-requisites prior to the on-site SmartStart workshop. 8. Provide You one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended as the handoff meeting to review the key elements of the project. 1. Complete the SmartStart perquisite workbook prior to the two (2) day onsite workshop, as required by the Oracle Eloqua Consulting Project Manager. 2. Provide use cases prior to commencement of configuration. 3. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Oracle Eloqua Premium SmartStart Implementation Service Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Premium SmartStart implementation: A. Provide You with one (1) webinar session for up to sixty (60) minutes for up to ten (10) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, the project checklist, and the project plan. Page 7 of 65

8 B. Provide You a two (2) day onsite recommended business practices workshop at a mutually agreed upon location with an agenda focused on campaign design and strategy or lead management. C. Provide You a two and a half (2.5) day foundations onsite workshop at a mutually agreed upon location covering the topics outlined below: 1. Assist You with settings and configuration, as follows: a. Configure up to one (1) default setting (Reply To, Display Name); b. Provide You with up to one (1) header and one (1) footer; c. Configure up to one (1) template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the deliverability report; e. Configure up to one (1) branded bounceback sub-domain; f. Configure up to one (1) subscription management option; g. Assist You in launching up to one (1) internal campaign using Eloqua; and h. Assist You with the setup of the Oracle Eloqua Deliverability Cloud Service (Standard, Enterprise, or Premium). 2. Assist You with administration setup, as follows: a. Create up to five (5) Eloqua users; b. Provide one (1) upload of up to fifty (50) competitor domains added to the master exclude list; c. Upload up to one (1) company logo into the Eloqua application; d. Upload up to one (1) unsubscribe list and up to one (1) bounceback list into the Eloqua application; e. Assist with the configuration and testing of the Eloqua website tracking scripts in up to one (1) externally hosted website; f. Upload to one (1) contact list into the Eloqua application; and g. Discuss Your user login security settings. 3. Assist You with database management setup, as follows: a. Provide up to thirty (30) contact fields and up to (1) contact view; and b. Recommend an approach for asset folder and naming conventions. 4. Assist You with landing page and form setup, as follows: a. Review up to one (1) default confirmation page; and b. Assist You with up to two (2) configured forms hosted in the system or integrated the externally hosted form. 5. Assist You with lead nurturing setup, as follows: a. Provide up to one (1) session on lead nurturing recommended practices for up to sixty (60) minutes; b. Conduct up to one (1) brainstorming session on lead nurture paths for up to thirty (30) minutes; and c. Assist You with up to one (1) lead nurture campaign framework on the campaign canvas with up to three (3) steps. 6. Assist You in setting up to one (1) lead scoring model. 7. Assist You setup up to one (1) Internet Protocol ( IP ) warming template program that will send one (1) to a contact list provided by You. 8. Assist You in developing a process to standardize up to six (6) fields in the Eloqua Platform using standard Eloqua functionality (eg. cloud connectors) or standardized lists provided by You. 9. Conduct the marketing asset migration plan and migration assistance, as follows: a. Assist You in filling out the asset migration worksheet; and Page 8 of 65

9 b. Assist You with the migration of the marketing assets from Your existing marketing automation system for up to twenty-five (25) hours. 10. Assist You during User Acceptance Testing ( UAT ) for up to fourteen (14) hours to answer ad hoc questions, troubleshoot issues, and adjust configurations to align to the approved design. 11. Conduct a high level overview reporting session for You for up to one (1) hour. D. Conduct a remote one (1) day customer readiness workshop session for up to six (6) individuals to review key decisions from the Oracle Eloqua Premium SmartStart implementation prior to Your project completion. E. Provide You a one (1) day onsite integration workshop, at mutually agreed location, focused on reviewing the Eloqua data model, aligning the customer database model by creating a one (1) field mapping spreadsheet and creating one (1) data flow diagram describing the integration between Eloqua and one (1) third party system. F. Provide You with up to one (1) hour of assistance with reviewing the configuration pre-requisites prior to the on-site SmartStart Workshop. G. Provide You with a one (1) hour webinar session for up to ten (10) individuals designated by You. The webinar is intended as the handoff meeting to review key elements of the project. 1. Provide use cases prior to the commencement of the configuration. 2. Complete the SmartStart perquisite workbook prior to the two and half (2.5) day onsite workshop, as required by the Oracle Eloqua consulting project manager. 3. Perform user acceptance testing as per the mutually agreed upon project plan timeline. 4. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within twelve (12) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Page 9 of 65

10 Oracle Eloqua Enterprise SmartStart Implementation Service Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Enterprise Smartstart implementation: A. Provide You with one (1) webinar session for up to sixty (60) minutes for up to ten (10) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and the project plan. B. Conduct a one (1) day onsite recommended practices workshop at a mutually agreed upon location with an agenda focused on campaign design and strategy. C. Conduct an up to two and a half (2.5) day foundations on-site workshop at mutually agreed upon location covering the topics outlined below: 1. Assist You with settings and configuration, as follows: a. Configure up to one (1) default setting (Reply To, Display Name); b. Provide You with up to one (1) header and one (1) footer; c. Configure up to one (1) template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the deliverability report; e. Configure up to one (1) branded bounceback sub-domain; f. Configure up to one (1) subscription management option; g. Assist You in launching up to one (1) internal campaign using Eloqua; and h. Assist You with the setup of the Oracle Eloqua Deliverability Cloud Service (Standard, Enterprise, or Premium). 2. Assist You with administration setup, as follows: a. Create up to five (5) Eloqua users; b. Provide one (1) upload of up to fifty (50) competitor domains added to the master exclude list; c. Upload up to one (1) company logo into the Eloqua application; d. Upload up to one (1) unsubscribe list and up to one (1) bounceback list into the Eloqua application; e. Assist with the configuration and testing of the Eloqua website tracking scripts in up to one (1) externally hosted website; f. Upload to one (1) contact list into the Eloqua application; and g. Discuss Your user login security settings. 3. Assist You with database management setup, as follows: a. Provide up to thirty (30) contact fields and up to (1) contact view; and b. Recommend an approach for asset folder and naming conventions. 4. Assist You with landing page and form setup, as follows: a. Review up to one (1) default confirmation page; and b. Assist You with up to two (2) configured forms hosted in the system or integrated the externally hosted form; 5. Assist You with lead nurturing setup, as follows: a. Provide up to one (1) session on lead nurturing recommended practices for up to sixty (60) minutes; b. Conduct up to one (1) brainstorming session on lead nurture paths for up to thirty (30) minutes; and Page 10 of 65

11 c. Assist You with up to one (1) lead nurture campaign framework on the campaign canvas with up to three (3) steps. 6. Assist You in setting up to one (1) lead scoring model. 7. Assist You setup up to one (1) Internet Protocol ( IP ) warming template program that will send one (1) to a contact list provided by You. 8. Discuss up to one (1) high level overview of reporting session up to one (1) hour. 9. Assist You in filling out the asset migration worksheet. 10. Assist You during User Acceptance Testing ( UAT ) for up to eight (8) hours to answer ad hoc questions, troubleshoot issues, and adjust configurations to align to the approved design. 11. Conduct a remote one (1) day customer readiness workshop session for up to six (6) individuals to review key decisions from the Oracle Eloqua Enterprise SmartStart implementation prior to Your project completion. 12. Provide You with up to one (1) hour of assistance with reviewing the configuration pre-requisites prior to the on-site SmartStart Workshop. 13. Provide You with a one (1) hour webinar session for up to ten (10) individuals designated by You. The webinar is intended as the handoff meeting to review key elements of the project. 1. Provide use cases prior to the commencement of the configuration. 2. Complete the SmartStart perquisite workbook prior to the two and half (2.5) day onsite workshop, as required by the Oracle Eloqua consulting project manager. 3. Perform user acceptance testing, and provide responsibility for the development of any test cases. 4. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within nine (9) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Page 11 of 65

12 Oracle Eloqua CRM Staging to Production Integration Promotion Service Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua ( Eloqua ) sandbox integration: A. Provide You with one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and the project plan. B. Assist You with creating one (1) Customer Relationship Management ( CRM ) user for integration of Your CRM production environment to Your Eloqua production environment. C. Compare Application Programming Interface ( API ) Integration events for up to fifty (50) field names for consistency between the Eloqua Sandbox and the Eloqua production environments. D. Provide You one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended to provide testing assistance for Your Eloqua Administrator and CRM Administrator throughout their Quality Assurance ( QA ) testing for Eloqua s standard tests defined in the QA guide. 1. Provide use cases prior to the commencement of the configuration. 2. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. All services will be delivered in English. 2. You have an existing CRM integration with either Oracle On Demand, Salesforce.com, or Microsoft CRM and Your production Eloqua environment. 3. This service modifies Your existing CRM staging to Eloqua production integration and does not build an additional integration connection to Your CRM production environment. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Page 12 of 65

13 Oracle Eloqua SmartStart Implementation Service for Salesforce.com Person Accounts Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua implementation service for Salesforce.com Person Accounts: A. Provide You with one (1) hour webinar session for up to two (2) hours for up to five (5) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and the project plan. The working session will also review Your current use of Person Accounts in Salesforce.com and review of the Eloqua data model as it pertains to Person Accounts integration to Salesforce.com. B. Assist You in completing one (1) Salesforce.com field mapping spreadsheet for Person Accounts integration. The field mapping spreadsheet will support up to thirty (30) fields for inbound integration and thirty (30) fields for updating person accounts. C. Assist You with configuring the Salesforce.com integration to add up to two (2) auto synchs from Person Accounts in Salesforce.com into Eloqua. D. Provide You with one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended as the handoff meeting to review key elements of the project. 1. Complete the Person Account integration field mapping spreadsheet, as required by the Oracle Eloqua Consulting project manager. 2. Provide use cases prior to the commencement of the configuration. \ 3. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. This service must either be provided in conjunction with a Salesforce.com integration service or be applied to an existing Salesforce.com integration. 2. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Page 13 of 65

14 Oracle Eloqua Implementation Service for Custom Object for Segmentation Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua implementation service for Custom Object Segmentation: A. Provide You with one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and the project plan. B. Assist You with creating one (1) Custom Data Objects ( CDO ) with up to thirty (30) CDO fields. C. Assist You with creating one (1) data auto-sync from one (1) object in Your Customer Relationship Management ( CRM ) system to Eloqua. D. Assist You with creating one (1) segment in Eloqua using one (1) contact field criterion from the CDO. E. Provide You one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended as the handoff meeting to review key elements of the project. 1. Provide the appropriate level of access to the required objects and fields within the CRM system. 2. Complete the field mapping spreadsheet, as required by the Oracle Eloqua consulting project manager. 3. Provide use cases prior to the commencement of the configuration. 4. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. This service must either be provided in conjunction with a CRM integration service or be applied to an existing CRM integration. 2. The custom object to be imported in Eloqua must be related to a contact record in Your CRM system and linked via a unique key. 3. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Page 14 of 65

15 Oracle Eloqua Implementation Service for IP Warming Program Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua implementation service for the Internet Protocol ( IP ) Warming program: A. Provide You with one (1) webinar session for up to sixty (60) minutes for up to five (5) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and project plan. B. Assist You with the customization and execution of one (1) IP Warming program, which runs over a five (5) week period. C. Assist You in providing up to two (2) hours of assistance reviewing sender scores, deliverability issues, and resolution options over the five (5) week period of the program s execution. D. Provide You one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended as the handoff meeting to review key elements of the project. 1. Providing all necessary images and content for the s. 2. Provide the list of contacts to be ed during the five (5) week period. 3. Complete all documents and workbooks, as required by the Oracle Eloqua consulting project manager. 4. Provide use cases prior to the commencement of the configuration. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Page 15 of 65

16 Oracle Eloqua Oracle On Demand Integration Service Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua service for advanced Oracle On Demand integration: A. Provide You with one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and the project plan. B. Provide You one (1) webinar session for up to sixty (60) minutes for up to five (5) individuals designated by You to review the Eloqua Data Model and Customer Relationship Management ( CRM ) integration process. C. Assist You with the completion of the Oracle On Demand CRM field mapping spreadsheet to describe the fields that will be exchanged between Oracle On Demand CRM and the Eloqua application. This spreadsheet will outline the following: 1. An inbound import for up to fifty (50) Oracle On Demand lead fields to be stored on the Eloqua contact object; 2. An inbound import for up to fifty (50) Oracle On Demand contact fields to be stored on the Eloqua contact object; 3. An inbound import for up to fifty (50) Oracle On Demand account fields to be stored on the Eloqua company object; and 4. Design a CRM update program based on Oracle Eloqua s Create Unique or Point of Interest methodology to create an Oracle On Demand lead or update an Oracle On Demand lead or contact from the Eloqua contact record. The update process to Oracle On Demand will support up to fifty (50) fields per lead and contact from Eloqua. D. Configure the Oracle On Demand integration with Eloqua for both inbound and outbound updates based on one (1) completed field mapping spreadsheet. E. Configure the synchronization of website visit activity and (Subscribe, unsubscribe, bounce-back, open, and click-through activity) from Eloqua to Oracle On Demand. F. Provide You the URL for the contact activity overview web link. 1. Provide the required permissions to Your CRM system to allow Eloqua to update the entities as described in the field mapping spreadsheet. 2. Complete the integration field mapping spreadsheet, as required by the Oracle Eloqua consulting project manager. 3. Provide use cases prior to the commencement of the configuration. 4. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 5. Create any required user acceptance test scripts and perform all user acceptance testing. Page 16 of 65

17 1. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Oracle Eloqua Customer Relationship Management Integration Service for Microsoft Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Microsoft ( MS ) Customer Relationship Management ( CRM ) integration: A. Provide You with one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and the project plan. B. Provide You one (1) webinar session for up to sixty (60) minutes for up to five (5) individuals designated by You to review the Eloqua data model and CRM Integration process. C. Assist You with the completion of the MS CRM field mapping spreadsheet to describe the fields that will be exchanged between MS CRM and the Eloqua application. This spreadsheet will outline the following: 1. An inbound import for up to fifty (50) MS CRM lead fields to be stored on the Eloqua contact object; 2. An inbound import for up to fifty (50) MS CRM contact fields to be stored on the Eloqua contact object; 3. An inbound import for up to fifty (50) MS CRM account fields to be stored on the Eloqua company object; and 4. Design a CRM update program based on Oracle Eloqua s Create Unique or Point of Interest methodology to create an MS CRM lead or update an MS CRM lead or contact from the Eloqua contact record. The update process to MS CRM will support up to fifty (50) fields per lead and contact from Eloqua. D. Configure the MS CRM integration in Eloqua based on the Field Mapping Spreadsheet. E. Configure the synchronization of website visit activity and (Subscribe, unsubscribe, bounce-back, open, and click-through activity). F. Provide You the URL for the contact activity overview web link. Page 17 of 65

18 1. Be on Microsoft CRM 4.0, 2011, 2013, or 2015 (On Demand or On Premise). 2. Provide the required permissions for Your CRM system to allow Eloqua to update the entities as described in the field mapping spreadsheet. 3. Complete the integration field mapping spreadsheet, as required by the Oracle Eloqua consulting project manager. 4. Provide use cases prior to the commencement of the configuration. 5. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 6. Create any required user acceptance test scripts and perform all user acceptance testing. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Oracle Eloqua Integration Service for Salesforce.com Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Salesforce.com ( SFDC ) integration: A. Provide You with one (1) webinar session for up to thirty (30) minutes for up to five (5) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and the project plan. B. Provide You one (1) webinar session for up to sixty (60) minutes and up to five (5) individuals designated by You to review the Eloqua data model and Customer Relationship Management ( CRM ) Integration process. C. Assist You with the completion of the SFDC field mapping spreadsheet to describe the fields that will be exchanged between SFDC and the Eloqua application. This spreadsheet will outline the following: 1. An inbound import for up to fifty (50) SFDC lead fields to be stored on the Eloqua Contact object; 2. An inbound import for up to fifty (50) SFDC contact fields to be stored on the Eloqua Contact object; 3. An inbound import for up to fifty (50) SFDC account fields to be stored on the Eloqua Company object; and 4. Design a CRM update program based on Oracle Eloqua s Create Unique or Point of Interest methodology to create an SFDC lead or update an SFDC lead or contact from the Eloqua contact record. The update process to SFDC will support up to fifty (50) fields per SFDC lead and SFDC contact from Eloqua. Page 18 of 65

19 D. Configure the SFDC integration in Eloqua based on the field mapping spreadsheet. E. Configure the synchronization of website visit activity and (Subscribe, unsubscribe, bounce-back, open, and click-through activity); F. Provide You the URL for the contact activity overview web link. 1. Provide the required permissions for Your CRM system to allow Eloqua to update the entities as described in the field mapping spreadsheet. 2. Complete the integration field mapping spreadsheet, as required by the Oracle Eloqua consulting project manager. 3. Provide use cases prior to the commencement of the configuration. 4. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 5. Create any required user acceptance test scripts and perform all user acceptance testing. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Oracle Eloqua SmartStart Implementation Service for Oracle Eloqua AppCloud Integration Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua service for the Oracle Eloqua AppCloud integration: A. Provide You with one (1) webinar session for up to thirty (30) minutes for up to two (2) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and project plan. B. Recommend the usage of the Eloqua Cloud Connector from Oracle s list of Eloqua Cloud Connectors in the Oracle Eloqua AppCloud which can be viewed here: C. Assist You with the setup of one (1) Cloud Connector selected by You to be used in one (1) campaign on the campaign canvas. Page 19 of 65

20 1. Provide use cases prior to the commencement of the configuration. 2. Perform user acceptance testing as per the mutually agreed upon project plan timeline. 3. Provide responsibility for any third party costs associated with the use of an Eloqua Cloud Connector from the Oracle Eloqua Applcoud. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within three (3) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Oracle Eloqua Platform Review Part # B Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Platform Review: A. Provide You with one (1) webinar session for up to thirty (30) minutes for up to two (2) individuals designated by You. The webinar is intended to review the project scope, roles and responsibilities, pre-requisite work required, and project plan. B. Review the following Eloqua program configurations and settings: 1. Review up to eight (8) programs; 2. Document up to four (4) programs; 3. Assist in explaining up to two (2) current reporting dashboards; 4. Document the field-mapping configuration auto-syncs for leads, contacts, accounts, and opportunities from the Customer Relationship Management Integration ( CRMl ), if CRMI is enabled; 5. Review and document up to one (1) lead scoring program, if enabled; 6. Review and document the following configuration elements of closed-loop reporting, if enabled: a. Default campaign response rules for correct settings; b. Revenue attribution configuration; and c. Non-Eloqua/external assets configuration. Page 20 of 65

21 7. Provide You with a summary document with recommendations consisting of the following: a. Up to four (4) automated programs from program builder; b. Up to one (1) lead scoring program, if applicable; c. Up to one (1) CRM integration field mapping and auto-sync spreadsheet workbook, if applicable; and d. A Closed Loop Reporting ( CLR ) configuration summary, if applicable. 8. Provide You one (1) summary review meeting for up to two (2) hours to review the findings of the summary document and review the recommendations. 9. Assist You in prioritizing a list of recommended modifications based off the summary document. 10. Assist You with up to eight (8) hours of refinement work on based on the agreed list of recommendations derived from the summary document. 11. Provide You one (1) webinar session up to sixty (60) minutes for up to two (2) individuals designated by You. The webinar is intended as the handoff meeting to review the completed refinement work. 1. Providing use cases prior to commencement of configuration. 2. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. All services will be delivered in English. 3. Unused Services. The Services must be used within six (6) months from Your order s signature date, unless otherwise stated in Your order ( Professional Services Period ). Any Services not used within the Professional Services Period will be automatically forfeited by You, with no further action required of either party, and You will not be entitled to a refund, or any credit toward additional or other Services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any Services other than the Services stated herein. 4. Project Management. You and Oracle further agree to each designate a project manager who shall work together with the other party s project manager to facilitate an efficient delivery of the Services. Oracle Eloqua Expert Service Part # B Description of Services. During the Professional Services Period (defined below), Oracle will make available the following services to You for up to a maximum of twelve point five (12.5) hours per month for up to the quantity of months identified in Your order ( Services ) related to Your Oracle Eloqua ( Eloqua ) Expert offering to assist You with: A. Creating templates; B. Creating forms and landing pages; Page 21 of 65