Oracle Corporation UK Limited. Oracle Taleo Cloud Services For Recruiting and Onboarding Service Definition

Transcription

1 Oracle Corporation UK Limited G-Cloud Services III Oracle Taleo Cloud Services For Recruiting and Onboarding Service Definition Date (e.g. March 2010)

2 CONTACT Primary Contact: Andy Venter - Account Manager andy.venter@oracle.com Phone: Secondary Contact: Steve Tipping Account Manager steve.tipping@oracle.com Phone: Address: Oracle Corporation UK Ltd. Oracle Parkway, Thames Valley Park Reading, Berkshire RG6 1RA Phone: Fax: Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 2

3 TABLE OF CONTENTS Contact... 2 Overview of the G-Cloud Service (functional, non functional)... 4 Functional Oracle Taleo Platform Cloud Service* Oracle Taleo Recruiting Cloud Service Oracle Taleo Onboarding Cloud Service... 4 Non-Functional... 5 Service Descriptions Oracle Taleo Platform Cloud Service / Applicable Part # B Oracle Taleo Recruiting Cloud Service / Applicable Part # B Oracle Taleo Onboarding Cloud Service 7 Information assurance... 9 Level of backup/restore and disaster recovery On-boarding and Off-boarding processes/scope etc Pricing Service management details Service constraints Service Levels Overview System Availability Financial recompense model for not meeting service levels Training Ordering and invoicing process Termination terms Data restoration / service migration Consumer responsibilities Technical requirements Details of any trial service available Appendix - Oracle - Terms & Conditions of Response Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 3

4 OVERVIEW OF THE G-CLOUD SERVICE (FUNCTIONAL, NON FUNCTIONAL) Functional Comprehensive With Oracle s Taleo Recruiting and Onboarding find, hire, and onboard the best talent available, or redeploy existing talent, quickly and effectively with and industry leading recruiting product, and a flexible onboarding solution. Flexible Oracle will host the Taleo Cloud Service in secured data centres and permit access to the Software via a secure password protected site(s). A Global Leader in Cloud Services Oracle has been delivering its applications in the cloud since Today, Oracle is the world s secondlargest vendor of software as a service, with more than 5.5 million subscribers worldwide. In addition to Oracle s Fusion Talent Management offerings, there are three Oracle Taleo Cloud Services available in the G-Cloud today. The Cloud Services can be procured as either a Recruiting-only or Recruiting and Onboarding Solution (The Taleo Platform Cloud Services is a minimum requirement for all Taleo Cloud Services). 1. Oracle Taleo Platform Cloud Service* Taleo Platform Cloud Service provides the foundation for success with your Oracle Taleo Cloud Services Solution and includes key components including Advanced Reporting; Integration Tools; Oracle Taleo Encryption ; One Staging Zone; and Oracle Taleo Anywhere. *Please note the Platform Cloud Services (above) is compulsory and needs to be included as a pre-requisite foundation for any of the additional Oracle Taleo Cloud Services below. 2. Oracle Taleo Recruiting Cloud Service Source and Hire the Best Talent, or Re-deploy existing Talent: Oracle Taleo Recruiting Cloud Service is the market leading solution that helps enterprises source, assess, and hire the best talent. In addition to automating the process for even the most complex global organisation, Oracle Taleo Recruiting Cloud Service delivers insights to continuously improve talent acquisition efficiency and effectiveness. 3. Oracle Taleo Onboarding Cloud Service Helps to get New Employees Productive on Day One: Oracle Taleo Onboarding Cloud Service improves productivity and engagement by streamlining the onboarding process and by empowering new employees with the resources and knowledge they need to be successful. More information on Oracle s Taleo Cloud Services is available from here: Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 4

5 Non-Functional Oracle s Taleo Cloud Services are available direct from the Cloud and Oracle operates primary data centres in the EU (Amsterdam, Netherlands) and the USA (Chicago, Illinois) for Recruiting (For Recruiting the customer can elect a data centre). The functional Cloud Services described within this document do not require any client side IT infrastructure and will operate with an internet browser (with the exception of Taleo Connect Client for integration, which optionally can be hosted locally). Oracle s Taleo products are available in over 30 languages and support global currencies, time zones, date formats, and other internationalisation requirements. Oracle Taleo Cloud Service follows n-tier architecture with a web tier, application tier, and database tier. Layers of the n-tier architecture are physically segregated for security, management and performance reasons. Each tier of the system resides on dedicated hardware platform and network segments. Each tier of the system is cluster to provide for fault tolerance and high availability as well as to eliminate any single point of failure. Oracle s Taleo G-Cloud Service customers / subscribers will benefit from periodical annual releases, currently 3 to 4 releases a year. The release plan allows subscribers to benefit from operating the latest functional and process enhancements to the Cloud Services. Customers have the flexibility to choose to not take a release, however only one release can be missed; the customer is then obliged to bring themselves back to the current release on the occasion of the next release as issued by Oracle. Impact Levels for all Oracle Taleo Cloud Services is currently rated at IL0, and a minimum 12 month term applies to the Taleo Cloud Services. Service Descriptions 1. Oracle Taleo Platform Cloud Service / Applicable Part # B68184 Users of the Oracle Taleo Platform Cloud Service are authorised to access the following modules or functionalities: Oracle Taleo Advanced Reporting Oracle Taleo Connect integration framework Oracle Taleo Passport integration framework Oracle Taleo Bridge integration framework (Professional Services Statement of Work required) Oracle Taleo Anywhere Staging Environment (1) User Defined Fields (100) Database Encryption Solution Your use of the Oracle Taleo Platform Cloud Service is subject to the following limitations: Usage Limits Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 5

6 Staging/Test Environments 1 User Defined Fields (per applicable entity) Maximum Number of Attachments (per applicable entity) Maximum Attachment File Size MB Maximum Report Size (rows) 65,000 Integration Limits - Client app & bulk api transfers Number of export records per day Number of import records per day Maximum Integration file size Maximum import file row limit 250,000 50, MB unrestricted Maximum export file row limit 100,000 Synchronous - real time api transfers Request calls per day 25,000 Number of records per day 250,000 Number of export records per call Number of import records per call Number of export fields per call 100 Maximum response size per export call 2MB Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 6

7 2. Oracle Taleo Recruiting Cloud Service / Applicable Part # B68187 Users of the Oracle Taleo Recruiting Cloud Service are authorised to access the following module: Oracle Taleo Enterprise Recruiting Further, Users of the Oracle Taleo Recruiting Cloud Service are authorised to access the following features of the Oracle Taleo Recruiting module: Dynamic Approval Routing Resume Parsing Conceptual Search Candidate Communication Agent Your use of the Oracle Taleo Recruiting Cloud Service is subject to the following limitations Usage Limits: The Oracle Taleo Recruiting Cloud Service is subject to usage limits specified under the Oracle Taleo Platform Cloud Service. Additional storage capacity may be purchased for additional fees. 3. Oracle Taleo Onboarding Cloud Service Applicable Part # B68189 Users of the Oracle Taleo Onboarding Cloud Service are authorised to access the following module: Oracle Taleo Onboarding Your use of the Oracle Taleo Onboarding Cloud Service is subject to the following Usage Limits: The Oracle Taleo Onboarding Cloud Service is subject to usage limits specified under the Oracle Taleo Platform Cloud Service. Additional storage capacity may be purchased for additional fees. Applicable Metric Definition Hosted Named User: is defined as an individual authorised by you to access the hosted service, regardless of whether the individual is actively accessing the hosted service at any given time. Hosted Employee: is defined as (i) all of your full-time, part-time, and temporary employees, and (ii) all of your agents, contractors and consultants who have access to, use, or whose roles are tracked by the hosted service ordered (collectively, Employees ) The quantity of the required access rights is determined by the number of Employees and not the actual number of users. In addition, if you elect to outsource any business function(s) to another company, the following must be counted for purposes of determining the number of Employees: all of the other company s full-time employees, part-time employees, temporary employees, agents, contractors and consultants that (i) are providing the outsourcing services and (ii) have access to, use or whose roles are tracked by the hosted service. Per Posting: is defined as the transmission of job requisition information to a job board or other location, other than any 'free' locations for which transmission may be provided at no cost by the job posting service, as specified in its service description. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 7

8 New Customer Setup: is defined as the set up of a new zone (instance) of subscription services for you including any associated staging or test zones. No additional set up fees are incurred when you add an additional subscription service to an existing zone. If the same customer entity contracts for multiple production zones, for example to provide independent services to different subsidiaries, each such instance of the subscription service will incur a separate New Customer Setup fee. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 8

9 INFORMATION ASSURANCE Oracle stores transaction information on secure computers located in a physically secure data centre. Oracle employs technology that is consistent with industry standards for firewalls and other security technology to help prevent Oracle computers from being accessed by unauthorised persons. Additionally, Oracle incorporates commercially reasonable measures to screen for viruses and other disruptive third party code. In order to protect data integrity during transfers, Oracle allows the use of HTTPS standard. In addition, Oracle provides the following security measures: the option to use SSL 128-bit encryption of certain portions of the Software; the ability to transfer files via secure FTP, SFTP or HTTP; and encrypted passwords for the Hosting Services. The Software and all Oracle equipment are continuously monitored (24 hours per day; 7 days per week) for health and performance. Security and data privacy model incorporates the following: Highly Secure Environment Technological Security Application Security Organisational Security Security Testing & Patches Oracle respects your preferences concerning the collection and use of your personal information. For more information on Oracle s Privacy Policies, please go to: To review Oracle s Services Privacy Policy, please use the following link: Impact Levels for all Oracle Taleo Cloud Services is currently rated at IL0. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 9

10 LEVEL OF BACKUP/RESTORE AND DISASTER RECOVERY General Overview This document refers to the Oracle Cloud Hosting and Delivery Policies The resiliency and backups described in this Policy apply only for Oracle Cloud services. Customer is solely responsible for developing a business continuity plan to ensure continuity of its own operations in the event of a disaster and for backing up and recovering any non-oracle software. Oracle Cloud Services High Availability Strategy For business continuity in the event of an incident affecting Oracle Cloud Services, Oracle deploys the services on resilient computing infrastructure. Oracle s production data centers have component and power redundancy with backup generators in place to help maintain availability of data center resources in the event of crisis as described below. Redundant MEP infrastructure The mechanical-electrical-plumbing infrastructure design includes redundant power feeds to the data center and redundant power distribution for the data center and to the data center racks. Data center cooling components (chillers, towers, pumps and computer room air conditioning units) include redundancy. The emergency standby power includes redundant battery backup with generator fuel stored onsite and contracts in place for refueling. Redundant network infrastructure Network designs include redundant circuits from different carriers, firewall pairs, switch pairs, and load balancer pairs. Redundant application servers Customer s environment consists of a set of one or more physical servers or virtual servers that provide application services to Customer. The overall application tier functionality may be distributed across multiple physical servers or virtual servers. Redundant database servers Databases are configured to distribute workload across multiple physical servers. High availability is achieved through clustering and replication. Redundant storage All Oracle Cloud services data resides in redundant storage configurations with protection from individual disk or array failure. Oracle Cloud Services Backup Strategy Oracle Cloud services use disk or tape backups to help protect against the loss of Customer production data. Oracle periodically makes backups of Oracle Cloud data in all environments included in the Customer s ordering document using dedicated backup infrastructure. By default, the systems used to support Customer s environments are backed up periodically to, and can be restored from disk or tape media. Backups are for Oracle's sole use in the event of a disaster. Oracle has no responsibility to update, insert, or delete Customer data on behalf of the Customer, nor restore Customer data which the Customer may have deleted or overwritten. Disaster Recovery Oracle provides for the recovery and reconstitution of its Cloud Services to the most recent available state following a disaster. Oracle has established alternate processing sites to accommodate full operating capability in the event of loss of service at a primary facility. For each Cloud Service, Oracle maintains separate Disaster Recovery Plans that describe recovery procedures. Disaster recovery operations apply to the physical loss of infrastructure at Oracle facilities. Oracle reserves the right to determine when to activate the Disaster Recovery Plan. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 10

11 ON-BOARDING AND OFF-BOARDING PROCESSES/SCOPE ETC Oracle s Taleo application uses a unique implementation methodology based upon best practices that have been refined through more than 12 years of experience in deploying successful implementations (to over 5,000 customers). As part of the implementation, our experts will work with you to identify data migration objectives. Recruiting: A "vanilla" version of the latest available Application build is deployed by Oracle into a customer-dedicated Staging Zone. With the assistance of Implementation and Integration Specialists, the customer will configure services and features & enforce settings made available to it by Oracle, based on purchased add-ons. The customer will also "export" existing data into the configured Staging environment. Tools and protocols for this are offered by Oracle and formats will be proprietary to the Taleo application. Finally, after satisfactory User Acceptance Tests (UAT), the Staging environment will be replicated onto a Production environment, for use. Oracle has also invested in the development of Taleo Connect Client to allow clients to build, host and maintain ongoing data integrations and/or data upload scripts. With minimal knowledge transfer and guidance from Oracle, our clients can take control of their HRIS integrations and data migrations during or after the project. Oracle s Taleo Connect leverages a services oriented integration architecture to enable self-service configuration and monitoring of integrations between Oracle Taleo Cloud Service and backend systems such as Oracle, SAP, PeopleSoft, JD Edwards, Lawson, etc. For off-boarding Oracle standard extract will be provided upon request at termination and involves the creation of an Oracle database archive of the complete customer s database, minus a subset of the Taleo application internal data removed via a masking operation. The archive is encrypted and made available for a limited time (30 days) to the customer for download via secure FTP access. The time it will take to provision the service from the point of order will greatly vary, based on implementation requirements, UAT, integrations, etc. Projected times will be disclosed in the implementation Statement of Work following an understanding of the customer requirements. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 11

12 PRICING Taleo Cloud Service Oracle Taleo Platform Cloud Service* Oracle Taleo Recruiting Cloud Service Oracle Taleo Onboarding Cloud Service Pricing Details / Term per 1000 Hosted Named User/month per 1000 Hosted Named User/month per 1000 Hosted Named User/month *Please note - Taleo Cloud Services Oracle Taleo Platform Cloud Service (listed above) is compulsory and needs to be included as a pre-requisite foundation for any of the two additional Cloud Services. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 12

13 SERVICE MANAGEMENT DETAILS Designated Support Contacts: Live Phone Support. Oracle live customer support business hours start at 4:00 pm U.S. Eastern Time each Sunday and continue 24 hours a day until 9:00 pm U.S. Eastern Time each Friday. Live customer support is closed or may operate on a limited capacity during selected Oracle holidays. Off-hour customer support is available during all periods in which live customer support is closed or limited. Off-Hour Customer Support. Alternate notification systems, such as voice mail, mobile phones, and personal digital assistants are used as a backup when customer support representatives are assisting other customers or are otherwise not available for live customer support. A customer support representative is available for Severity 0 issues twenty-four (24) hours per day, seven days per week via the alternate notification systems, including on the holidays. Oracle Taleo Recruiting Production Data Centre are located in the EU (Amsterdam, Netherlands) and the USA (Chicago, Illinois), and Production Operations and System maintenance is in Canada, the UK and USA with Customer Support in Canada, UK, USA, and Australia. Web Support Tool. Customer support requests may also be logged via Oracle s online customer support portal that is provided as part of the Software. Support requests for high severity issues should be made by telephone to ensure immediate attention. Uptime results can be viewed via the support portal made available to Customer in connection with the Software. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 13

14 SERVICE CONSTRAINTS The Taleo Cloud Services cannot be customised only configured. The Taleo Cloud Services are provided as out of the box best practice services designed in conjunction with our customers and for a customer / subscriber to implement rapidly so that the customer increases the time to value. The Taleo Cloud Services is configured at the time of implementation with full knowledge transfer to customer resources which further enhances the flexibility of the solutions without need for significant IT intervention and without evasive code change - This means as your Taleo applications are upgraded to the latest release, any configuration will be preserved and you will have to ability to adapt to changing business requirements going forward. The Taleo solution can also be designed to suit your individual business requirements through a suite of modular, integrated applications that work in harmony to deliver the correct solution. Further information can be found in the Oracle Cloud Services at: Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 14

15 SERVICE LEVELS Overview This section reflects the Oracle Public Cloud Service Level Objectives Policy (the Policy ) document. Capitalised terms not otherwise defined herein shall have the meaning ascribed to them in the ordering document or agreement. System Availability System Availability Provisions - Commencing at Oracle s activation of Customer s production environment, and provided that Customer remains in compliance with the terms of the ordering document (including the agreement), Oracle will endeavour to meet or exceed the Target System Availability Level for the services in accordance with the terms set forth in this Policy. Definition of Availability - Availability or Available means Customer is able to log in and access the services, subject to the following provisions. Scheduled maintenance, including but not limited to Oracle s planned maintenance window posted on Oracle s Oracle Public Cloud Services web-based portal, shall not be considered a circumstance where services are not available. In addition, any period in which Customer is unable to use the services due to Customer s conduct or any other circumstances outside of the control of Oracle, shall not be circumstances where the services are not available. These circumstances include but are not limited to the following: A failure or malfunction resulting from scripts, data, applications, equipment, infrastructure, software or services provided and/or performed by Customer; Planned outages, or outages initiated by Oracle at the request or direction of Customer, for maintenance, back up, or other purposes; Outages occurring as a result of any actions or omissions taken by Oracle at the request or direction of Customer; Outages resulting from Customer equipment and/or third party equipment not within the sole control of Oracle; Events resulting from an interruption or shut down of the services due to circumstances reasonably believed by Oracle to be a significant threat to the normal operation of the services, the facility from which the services are provided, or access to or integrity of Customer data (e.g., a hacker or a virus attack); Outages due to system administration, commands, file transfers performed by Customer users or representatives; Other activities Customer direct, denial of service attacks, natural disasters, changes resulting from government, political, or other regulatory actions or court orders, strikes or labour disputes, acts of civil disobedience, acts of war, acts against parties (including carriers and Oracle s other vendors), and other force majeure events; Inability to access the services caused by Customer negligence or breach of Customer material obligations under the agreement; Lack of availability or untimely response time of Customer to respond to incidents that require Customer participation for source identification and/or resolution, including meeting Customer responsibilities for any services; and Outage caused by failures or fluctuations in electrical, connectivity, network or telecommunications equipment or lines due to Customer conduct or circumstances outside of Oracle s control. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 15

16 Target System Availability Level - The Target System Availability Level is the availability level that Oracle endeavours to meet or exceed during each measurement period, commencing at Oracle s activation of the production environment. The Target System Availability Level is 99.5% for each month of the service for Oracle Public Cloud Application services. Measurement of Availability - After the end of each month of the services term, Oracle will measure the System Availability Level over the immediately preceding month. Oracle measures the System Availability Level by subtracting any planned and customer-initiated outages from the total number of minutes in the measurement period, dividing the number of minutes the service was available to Customer in the period by this number, and multiplying the result by 100 to reach a percent figure. Monitoring - Oracle uses a variety of software tools to monitor (i) the availability and performance of Customer s production services environment, (ii) the operation of network components, and (iii) performance baselines for live workloads. Oracle uses tools to execute synthetic transactions in the Quality Assurance (QA) environment in order to determine times needed for the execution of individual parts of a transaction. Oracle monitors all levels of the service infrastructure, and currently generates alerts for CPU, RAM, disk, database, network components, HTTP traffic, URLs, and URL transactions. Oracle tracks key performance indicators (KPIs) for a number of metrics in the Oracle Public Cloud based applications, middleware, database, and hardware components, including transaction loads, threads, connections, heap size, stack size, garbage collection, servlet invocations, wait states, I/O states at spindles, etc. Oracle also generates alerts when KPIs are outside their normal operating range. Oracle s Operations staff attends to any automated warnings and alerts associated with deviations of the environment from Oracle defined monitoring thresholds, and follows standard operating procedures to investigate and resolve underlying issues. Due to potential adverse impact on service performance and availability, Customer may not use their own monitoring tools (including automated user interfaces and web service calls to any Oracle Public Cloud service) to directly or indirectly seek to measure the availability of any application or feature of or within the services or environment. Exceptions to this are the Oracle Database Cloud Service and Oracle Java Cloud Service or as otherwise expressly permitted in the ordering document. Oracle reserves the right to remove or disable access to any monitoring tools that violate the foregoing restrictions, and Oracle shall have no liability to Customer in the event that Oracle takes such action. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 16

17 FINANCIAL RECOMPENSE MODEL FOR NOT MEETING SERVICE LEVELS Oracle warrants that it will perform (i) Cloud Services in all material respects as described in the Service Specifications, and (ii) Professional Services in a professional manner in accordance with the Service Specifications. If the Services provided to You were not performed as warranted, You must promptly provide written notice to Oracle that describes the deficiency in the Services (including, as applicable, the service request number notifying Oracle of the deficiency in the Services). ORACLE DOES NOT GUARANTEE THAT (A) THE SERVICES WILL BE PERFORMED ERROR-FREE OR UNINTERRUPTED, OR THAT ORACLE WILL CORRECT ALL SERVICES ERRORS, (B) THE SERVICES WILL OPERATE IN COMBINATION WITH YOUR CONTENT OR YOUR APPLICATIONS, OR WITH ANY OTHER HARDWARE, SOFTWARE, SYSTEMS OR DATA NOT PROVIDED BY ORACLE, AND (C) THE SERVICES WILL MEET YOUR REQUIREMENTS, SPECIFICATIONS OR EXPECTATIONS. YOU ACKNOWLEDGE THAT ORACLE DOES NOT CONTROL THE TRANSFER OF DATA OVER COMMUNICATIONS FACILITIES, INCLUDING THE INTERNET, AND THAT THE SERVICES MAY BE SUBJECT TO LIMITATIONS, DELAYS, AND OTHER PROBLEMS INHERENT IN THE USE OF SUCH COMMUNICATIONS FACILITIES. ORACLE IS NOT RESPONSIBLE FOR ANY DELAYS, DELIVERY FAILURES, OR OTHER DAMAGE RESULTING FROM SUCH PROBLEMS. ORACLE IS NOT RESPONSIBLE FOR ANY ISSUES RELATED TO THE PERFORMANCE, OPERATION OR SECURITY OF THE SERVICES THAT ARISE FROM YOUR CONTENT, YOUR APPLICATIONS OR THIRD PARTY CONTENT. ORACLE DOES NOT MAKE ANY REPRESENTATION OR WARRANTY REGARDING THE RELIABILITY, ACCURACY, COMPLETENESS, CORRECTNESS, OR USEFULNESS OF THIRD PARTY CONTENT, AND DISCLAIMS ALL LIABILITIES ARISING FROM OR RELATED TO THIRD PARTY CONTENT. FOR ANY BREACH OF THE SERVICES WARRANTY, YOUR EXCLUSIVE REMEDY AND ORACLE S ENTIRE LIABILITY SHALL BE THE CORRECTION OF THE DEFICIENT SERVICES THAT CAUSED THE BREACH OF WARRANTY, OR, IF ORACLE CANNOT SUBSTANTIALLY CORRECT THE DEFICIENCY IN A COMMERCIALLY REASONABLE MANNER, YOU MAY END THE DEFICIENT SERVICES AND ORACLE WILL REFUND TO YOU THE FEES FOR THE TERMINATED SERVICES THAT YOU PRE- PAID TO ORACLE FOR THE PERIOD FOLLOWING THE EFFECTIVE DATE OF TERMINATION. TO THE EXTENT NOT PROHIBITED BY LAW, THESE WARRANTIES ARE EXCLUSIVE AND THERE ARE NO OTHER EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS INCLUDING FOR SOFTWARE, HARDWARE, SYSTEMS, NETWORKS OR ENVIRONMENTS OR FOR MERCHANTABILITY, SATISFACTORY QUALITY AND FITNESS FOR A PARTICULAR PURPOSE. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 17

18 TRAINING Oracle offers professional services, including services related to implementation and optimisation of the Taleo Cloud Services, change management and business practice optimisation, and education and training. Such professional services are typically purchased via a mutually executed order for services, following scoping and requirements gathering. The Framework used is not a rigid approach; instead its flexibility allows us to create a unique roadmap, based on experience and leading practice that maximises your technology assets and delivers the greatest return on IT investment. Read more here: When it comes to learning, one size does not fit all. Geared toward diverse customer environments and job roles, we provide learning options that support the technical and non-technical user, the HR Manager or Administrator, the Employee, and Managers in the field. We give you the choices you need to put the right programs in place for your team at the right time. Please contact us to discuss your Implementation and Training requirements. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 18

19 ORDERING AND INVOICING PROCESS Please follow the following steps to order your Taleo Cloud Services solution: Step 1 Contact the Oracle Account Manager detailed above Step 2 They will arrange to scope and price a solution Step 3 They will arrange to present you with an ordering document for signature Step 4 On receipt of the signed ordering document and Purchase Order Step 5 - Oracle Account Manager will arrange to provision the Taleo Cloud Services environment Step 6 Oracle will produce an invoice quarterly in arrears within two working days of the quarter end Step 7 Customer will settle the invoice within thirty days of the invoice date Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 19

20 TERMINATION TERMS Upon termination of services or expiration of production services under the ordering document, or at Customer s request, Oracle will delete the environments and any production data residing therein in a manner designed to ensure that they cannot reasonably be accessed or read, unless there is a legal obligation imposed on Oracle preventing it from deleting all or part of the environments. For a period of up to 60 days after the termination or expiration of production services under the ordering document, Oracle will permit Customer to access a secured site solely to the extent necessary to retrieve an export file of Customer data, as it existed in the Customer s environment on the date of termination. Oracle has no obligation to retain the data for customer purposes after this 60 day post termination period. Oracle Customer Support Identifiers (CSIs) are terminated at the end of the 60 day period. Oracle shall remove the customer data archive and remove all production and test sites after the end of the 60 day period. Data will not be available after this period expires. Termination Fees Please note that in relation to any termination for convenience in the first year of a two-year Call-Off Agreement a termination fee will be payable equal to the unpaid fees which would have been payable had the Call-Off Agreement continued until the end of the first year; no refund of any already-paid fees for the first year shall be due. In relation to any termination for convenience in the second year of a two-year Call- Off Agreement a termination fee will be payable equal to the unpaid fees which would have been payable had the Call-Off Agreement continued until the end of the second year; no refund of any already-paid fees for the first year shall be due. For a one-year Call-Off Agreement written notice of 12 months shall be required in order to terminate for convenience. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 20

21 DATA RESTORATION / SERVICE MIGRATION Oracle provides for the recovery and reconstitution of its Cloud Services to the most recent available state following a disaster. Oracle has established alternate processing sites to accommodate full operating capability in the event of loss of service at a primary facility. For each Cloud Service, Oracle maintains separate Disaster Recovery Plans that describe recovery procedures. Disaster recovery operations apply to the physical loss of infrastructure at Oracle facilities. Oracle reserves the right to determine when to activate the Disaster Recovery Plan. During the execution of the Disaster Recovery Plan, Oracle provides regular status updates to customers. Recovery Time Objective: Recovery time objective (RTO) is Oracle s objective for the maximum period of time between Oracle s decision to activate the recovery processes under this Policy to failover the service to the secondary site due to a declared disaster, and the point at which Customer can resume production operations in the standby production environment. If the decision to failover is made during the period in which an upgrade is in process, the RTO extends to include the time required to complete the upgrade. The RTO does not apply if any data loads are underway when the disaster occurs. The RTO objective is 12 hours from the declaration of a disaster. Recovery Point Objective: Recovery point objective (RPO) is Oracle s objective for the maximum period of data loss measured as the time from which the first transaction is lost until Oracle s declaration of the disaster. The RPO objective is 1 hour from the point of service loss. Note: the RTO and RPO do not apply to Customer customizations that depend on external components or third-party software. During an active failover event, non-critical fixes and enhancement requests are not supported. Customer will be solely responsible for issues arising from third party software and customizations (CEMLIs) to Oracle programs. Service Restoration Oracle is committed to minimizing down time due to any disasters or equipment failures. As part of this commitment, Oracle has a corporate business disaster recovery plan for a timely recovery and restoration of Oracle operations. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 21

22 CONSUMER RESPONSIBILITIES Customers / subscribers will provide Oracle with access to relevant functional, technical and business resources with adequate skills and knowledge to support the performance of services. Customers / subscribers are responsible for ensuring that users comply with the terms referenced in these Services Policies, the agreement and the ordering document; and shall be responsible for any breach or deficient performance by any user of such terms. Oracle is not responsible for the customers / subscribers network connections or for conditions or problems arising from or related to the customers / subscribers network connections (e.g., bandwidth issues, excessive latency, network outages), or caused by the Internet. Oracle s performance of its obligations under these Services Policies, the agreement and ordering document is dependent on the customers / subscribers timely provision of assistance, cooperation, and complete and accurate information from the customers / subscribers officers, agents and employees. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 22

23 TECHNICAL REQUIREMENTS The services are provided by Oracle. Oracle will define the services network and systems architecture, hardware and software requirements. Oracle may access your services environment to provide support. You may remotely access the services (including the Oracle programs), via the Internet, at the URLs designated by Oracle at the time the services are provisioned for your use with notification sent by Oracle to Customer. System access controls include system authentication, authorization, access approval, provisioning, and revocation for employees and any other Oracle-defined 'users'. Customer is responsible for all End User administration within the application. Oracle does not manage the Customer s End User accounts. Customer may configure the applications and additional built-in security features to meet their business or compliance needs. IE7 XP, Vista IE8 XP, Vista, 7 Firefox 3.6 XP, Vista, 7, OSX 10.5 and above Safari 5.0.x OSX 10.5 and above Adobe Flash Player 10.1 or higher is required for Recruiting Centre and Oracle Taleo Analytics Metrics (Please note IE6 is not Supported) Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 23

24 DETAILS OF ANY TRIAL SERVICE AVAILABLE No trial service is available for the Taleo Cloud Services Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 24

25 APPENDIX - ORACLE - TERMS & CONDITIONS OF RESPONSE Oracle Corporation UK Limited ( Oracle ) is pleased to present you with the attached proposal for the software licenses and/or services referenced therein. As used in this document, you and your refers to the customer referenced in the attached proposal. This proposal is intended for informational purposes and is not intended as a firm offer or commitment by Oracle to provide any software, other products or services. In the event you and Oracle proceed to negotiations regarding the software and services proposed hereunder, neither you nor Oracle shall be obligated in any way until such time as we each agree upon terms and conditions, and execute a final written agreement. If you and Oracle proceed to negotiations for the products and services specified in Oracle s proposal, you and Oracle will execute Oracle s standard master agreement and an ordering document (the agreement ) which will be executed within thirty (30) days following notification of award. All terms and conditions for the transaction will be only as included in the agreement, including, but not limited to, pricing, payment, delivery and all other legal and business terms and conditions applicable to the proposed software and services. Neither you nor Oracle shall be bound, in any way, to any term or condition except as agreed in the executed agreement. Oracle consulting services are proposed, and may be acquired, separately from Oracle product licenses, and payment for software licenses and technical support shall not be linked to the ordering or performance of any consulting services. Your purchase of product licenses does not require you to award any consulting services to Oracle. This proposal is provided to you as confidential information and your use of the information in the proposal shall be limited to your use solely in connection with award of the project specified in the proposal. You do not acquire any intellectual property rights in Oracle property under the proposal and the agreement will require you to comply with all applicable export control laws and regulations and agree that no information will be used or exported in violation of such laws and regulations. The prices set forth in the proposal are exclusive of any value added tax, sales/use tax, shipping and media charges. Oracle s proposal is valid for a period of 90 days from the date of this proposal. You may not rely on any future availability of any software or software/computer hardware/operating system combination in evaluating Oracle s proposal or contracting with Oracle. No statement made by Oracle in the proposal shall be construed as any representation or warranty on behalf of Oracle including, but not limited to, implied warranties of fitness for a particular purpose or merchantability, representations or warranties as to performance, product or service availability, or any other representation or warranty. Such provisions shall only be in accordance with the agreement. You will contact directly with third parties for any third party products or services or systems integration work desired by you. In the event of any inconsistencies between the text in other sections of Oracle s proposal and the text of this section, the text of this section best clarifies Oracle s position and shall govern Oracle s entire proposal. Oracle Service Definition for Oracle Taleo Cloud Services For Recruiting and Onboarding 25