Oracle Scial Engagement & Mnitring Prfessinal Services Descriptins July 23, 2015 TABLE OF CONTENTS ORACLE SOCIAL ENGAGEMENT & MONITORING: ONE-TIME SET-UP & TRAINING 2 SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE, LITE 2 SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE, LEAN 4 SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE- ADVANCED DASHBOARD TRAINING 6 SOCIAL ENGAGEMENT AND MONITORING ADD-ON SERVICE PACK, BACK-SCORING SETUP 7 SOCIAL ENGAGEMENT AND MONITORING, CUSTOM INDICATOR 7 SOCIAL ENGAGEMENT AND MONITORING, CUSTOM TOPIC 8 ORACLE SOCIAL ENGAGEMENT AND MONITORING: CORE (ONGOING) SERVICES BUNDLES 10 SOCIAL ENGAGEMENT AND MONITORING PLATFORM PLUS BUNDLE 10 SOCIAL ENGAGEMENT AND MONITORING PLATFORM EXPERTISE BUNDLE 11 SOCIAL ENGAGEMENT AND MONITORING STRATEGIC LEADERSHIP BUNDLE 12 ORACLE SOCIAL RELATIONSHIP MANAGEMENT: ANALYTICS BUNDLES 14 SOCIAL ENGAGEMENT AND MONITORING BRAND CONVERSATION LANDSCAPE PACKAGE 14 SOCIAL ENGAGEMENT AND MONITORING TOPIC CONVERSATION PACKAGE 15 SOCIAL ENGAGEMENT AND MONITORING CONTENT OPTIMIZATION PACKAGE 16 SOCIAL ENGAGEMENT AND MONITORING CAMPAIGN EVALUATION PACKAGE (POST- MORTEM) 18 1
Oracle Scial Engagement & Mnitring: One-Time Set-Up & Training Scial Engagement and Mnitring Cnsulting Package, Lite SKU Part #B69968 Oracle will prvide t yu up t furteen (14) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring Prgram ( Prgram ), as set frth belw ( Services ). On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu cpies f the Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm each t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Intrduce yur team t the Oracle resurce and prject manager wh will be perfrming the Services; Discuss the Tpics (as defined belw); Review the Tpic Definitin Frm; Discuss the Indicatrs (as defined belw); Review the Indicatr Definitin Frm; Discuss the Scial Prperties (as defined belw); Review the Scial Prperties Frm; and Schedule the first webinar training sessin described belw Prvide up t thirteen and ne-half (13.5) hurs f assistance related t the Prgram during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). Enter yur passwrd and user name fr the Scial Prperties int the Prgram t receive data frm the Scial Prperties. Prvide up t six (6) hurs f assistance t create up t three (3) Tpics. Prvide up t fur (4) hurs f assistance t create ne (1) Indicatr. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t review the prcesses f Tpic creatin and Indicatr creatin fr, and dashbard functinality f, the Prgram including an verview f the primary features and additinal administrative setup f the Prgram. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding Tpic creatin, Indicatr creatin, and dashbard functinality addressed during the webinar training sessin described in the bullet immediately abve. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t present a functinal verview f the Prgram including imprting scial media channels, creating new users, setting permissins, labels and ther Prgram functinality. 2
At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding imprting scial media channels, creating new users, setting permissins, labels, and ther Prgram functinality addressed during the webinar training sessin described in the bullet immediately abve. Prvide assistance t yur prject manager in accessing educatin webinars, training sessins and Oracle self-directed Prgram educatinal materials that may be generally available t Oracle custmers fr n additinal cst. Yu must chse up t three (3) Tpics frm the list f Tpics set frth in the Tpic Definitin Frm, and return the fully cmpleted Tpic Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Tpic Definitin Frm will represent the specific Tpics fr the Prgram Services described abve and nce received by Oracle, the Tpics will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. Yu must chse ne (1) Indicatr frm the list f Indicatrs set frth in the Indicatr Definitin Frm, and return the fully cmpleted Indicatr Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Indicatr Definitin Frm will represent the specific Indicatr fr the Prgram Services described abve and nce received by Oracle, the Indicatr will be fixed fr the Prfessinal Services Perid. An Indicatr is a specialized filter used t further categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. Yu must chse the Scial Prperties frm the list f Scial Prperties set frth in the Scial Prperties Frm, and return the fully cmpleted Scial Prperties Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Scial Prperties Frm will represent the specific Scial Prperties fr the Prgram Services described abve and nce received by Oracle, the Scial Prperties will be fixed fr the Prfessinal Services Perid. A Scial Prperty is a scial stream including but nt limited t Facebk, Twitter, Ggle+, and ther Oracle-supprted Prperties. The Prgram Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm ( Prgram Services Start Date ) and must be used within three (3) mnths frm the Prgram Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm have nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 3
Scial Engagement and Mnitring Cnsulting Package, Lean SKU Part #B69969 Oracle will prvide t yu up t twenty-fur (24) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring Prgram ( Prgram ), as set frth belw ( Services ). On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu cpies f the Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm each t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t thirty (30) minute telephne intrductin cnference call t d the fllwing: Intrduce yur team t the Oracle resurce and prject manager wh will be perfrming the Services; Discuss the Tpics (as defined belw); Review the Tpic Definitin Frm; Discuss the Indicatrs (as defined belw); Review the Indicatr Definitin Frm; Discuss the Scial Prperties (as defined belw); Review the Scial Prperties Frm; and Schedule the first webinar Training sessin described belw Prvide up t twenty-three and ne-half (23.5) hurs f assistance related t the Prgram during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). Enter yur passwrd and user name fr the Scial Prperties int the Prgram t receive data frm the Scial Prperties. Prvide up t ten (10) hurs f assistance t create up t five (5) Tpics. Prvide up t ten (10) hurs f assistance t create up t tw (2) Indicatrs. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t review the prcesses f Tpic creatin and Indicatr creatin fr, and dashbard functinality f, the Prgram including an verview f the primary features and additinal administrative setup f the Prgram. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if any) regarding Tpic creatin, Indicatr creatin, and dashbard functinality addressed during the webinar training sessin described in the bullet immediately abve. At a time mutually agreed t by the prject managers, cnduct an up t sixty (60) minute webinar training sessin fr up t five (5) f yur emplyees t present a functinal verview f the Prgram including imprting scial media channels, creating new users, setting permissins, labels and ther Prgram functinality. At a time mutually agreed t by the prject managers, cnduct an up t thirty (30) minute telephne cnference call fr up t five (5) f yur emplyees t answer fllw-up questins (if 4
any) regarding imprting scial media channels, creating new users, setting permissins, labels, and ther Prgram functinality addressed during the webinar training sessin described in the bullet immediately abve. Prvide assistance t yur prject manager in accessing educatin webinars, training sessins and Oracle self-directed Prgram educatinal materials that may be generally available t Oracle custmers fr n additinal cst. Yu must chse up t five (5) Tpics frm the list f Tpics set frth in the Tpic Definitin Frm, and return the fully cmpleted Tpic Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Tpic Definitin Frm will represent the specific Tpics fr the Prgram Services described abve and nce received by Oracle, the Tpics will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. Yu must chse up t tw (2) Indicatrs frm the list f Indicatrs set frth in the Indicatr Definitin Frm, and return the fully cmpleted Indicatr Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Indicatr Definitin Frm will represent the specific Indicatr fr the Prgram Services described abve and nce received by Oracle, the Indicatr will be fixed fr the Prfessinal Services Perid. An Indicatr is a specialized filter used t further categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. Yu must chse the Scial Prperties frm the list f Scial Prperties set frth in the Scial Prperties Frm, and return the fully cmpleted Scial Prperties Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Scial Prperties Frm will represent the specific Scial Prperties fr the Prgram Services described abve and nce received by Oracle, the Scial Prperties will be fixed fr the Prfessinal Services Perid. A Scial Prperty is a scial stream including but nt limited t Facebk, Twitter, Ggle+, and ther Oracle-supprted Prperties. The Prgram Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm ( Prgram Services Start Date ) and must be used within three (3) mnths frm the Prgram Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Tpic Definitin Frm, Indicatr Definitin Frm and Scial Prperties Frm have nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 5
Scial Engagement and Mnitring Cnsulting Package- Advanced Dashbard Training SKU Part #B71060 Oracle will prvide t yu up t six (6) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring Prgram ( Prgram ), as set frth belw ( Services ). Tpic and Indicatr shall have the meaning ascribed t the terms belw. At a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne cnference call ( Intrductry Call ) with yur prject manager t d the fllwing: Intrduce yu t the Oracle resurce wh will be perfrming the Services; and Discuss and identify the areas f Prgram functinality listed in the next bullet belw in which yu wuld like training Prvide up t a ttal f fur and ne-half (4.5) hurs f assistance, via webinar training sessin(s) fr up t five (5) f yur emplyees, fr ne r mre f the fllwing areas f Prgram functinality: Tpic creatin training; Indicatr creatin training; and Dashbard metrics and reprting training Prvide assistance t yur prject manager in accessing educatin webinars, training sessins and Oracle self-directed Prgram educatinal materials that may be generally available t Oracle custmers fr n additinal cst. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. An Indicatr is a specialized filter used t further categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. The Services identified abve must be used within twelve (12) mnths frm yur rder s signature date ( Prfessinal Services Perid ). Any Services nt used within the Prfessinal Services Perid will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 6
Scial Engagement and Mnitring Add-On Service Pack, Back-Scring Setup SKU Part # B69977 Oracle will prvide yu with remte assistance fr prcessing histrical data frm the time perid prir t Tpic creatin fr up t twenty-five (25) Tpics. This data is limited t that which is available in Oracle archives fr up t ne (1) year prir t the date f Tpic creatin. Services d nt include creatin r mdificatin f Tpic(s). Fr purpses f this service the fllwing definitins apply: Tpic: A filter created with specific query lgic using keywrds, semantic filters r bth. The filter may be used t identify brands, categries, peple issues, r campaigns. Services will be perfrmed by remte delivery resurces. If yur Clud/Subscriptin has yet t be prvisined at the time f yur rder, these cnsulting services must be used within a ninety (90) day perid beginning n the date f prvisining f yur system. If yur Clud/Subscriptin had been prvisined prir t the date f yur rder fr these cnsulting services, these cnsulting services must be used within a ninety (90) day perid n the effective date f yur rder fr such cnsulting services. Unused hurs (if any) will be autmatically frfeited by yu after the ninety (90) day perid. Scial Engagement and Mnitring, Custm Indicatr SKU Part # B74329 Oracle will prvide t yu up t eight (8) hurs f remte assistance with the creatin f ne (1) custm Indicatr within the Oracle Scial Engagement and Mnitring Prgram, as set frth belw ( Services ). Indicatr shall have the meaning ascribed t the term belw. On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Indicatr Definitin Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t discuss Indicatrs, and t review the Indicatr Definitin Frm. Prvide up t seven (7) hurs f assistance during the Prfessinal Services Perid t create ne (1) custm Indicatr ( Indicatr Services ). Yu must identify the Indicatr in a cmpleted Indicatr Definitin Frm returned t the Oracle prject manager prir t the cmmencement f the Indicatr Services described abve. The cmpleted Indicatr Definitin Frm will represent the specific Indicatr fr the Indicatr Services described abve and nce received by Oracle, the Indicatr will be fixed fr the Prfessinal Services Perid. An Indicatr is a specialized filter used t further 7
categrize data int grups fr analytics, as well as fr aut-tagging t rute fllw-up pprtunities t the apprpriate business functin. The Indicatr Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Indicatr Definitin Frm ( Indicatr Services Start Date ) and must be used within three (3) mnths frm the Indicatr Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Indicatr Definitin Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. Scial Engagement and Mnitring, Custm Tpic SKU Part # B74330 Oracle will prvide t yu up t fur and ne-half (4.5) hurs f remte assistance with the creatin f ne (1) custm Tpic within the Oracle Scial Engagement and Mnitring Prgram, as set frth belw ( Services ). Tpic shall have the meaning ascribed t the term belw. On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Tpic Definitin Frm t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t discuss the Tpics, and t review the Tpic Definitin Frm. Prvide up t three and ne-half (3.5) hurs f assistance during the Prfessinal Services Perid t create ne (1) custm Tpic ( Tpic Services ). Yu must identify the Tpic in a cmpleted Tpic Definitin Frm returned t the Oracle prject manager prir t the cmmencement f the Tpic Services described abve. The cmpleted Tpic Definitin Frm will represent the specific Tpic fr the Tpic Services described abve and nce received by Oracle, the Tpic will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. 8
The Tpic Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Tpic Definitin Frm ( Tpic Services Start Date ) and must be used within three (3) mnths frm the Tpic Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Tpic Definitin Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 9
Oracle Scial Engagement and Mnitring: Cre (Onging) Services Bundles Scial Engagement and Mnitring Platfrm Plus Bundle SKU Part # B74326 Oracle will prvide t yu up t ne hundred twenty-ne (121) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring Prgram ( Prgram ) as set frth belw ( Services ). At a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t d the fllwing: Discuss yur current listening and engagement needs; and Schedule the initial training sessin n the Prgram. Prvide up t ten (10) hurs f assistance related t the Prgram each mnth fr a perid f up t twelve (12) cnsecutive mnths, cmmencing after the intrductry call identified in bullet 1 abve and during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). The Prgram Services cannt cmmence until cmpletin f the intrductry call. Assistance with accunt setup fr the Prgram; Training with respect t Prgram functinality; Training with respect t Prgram recmmended practices and use cases; and Assistance with accessing self-directed educatinal materials. The Services must be used within thirteen (13) mnths frm yur rder s signature date, unless therwise stated in yur rder ( Prfessinal Services Perid ). Any Services nt used within the Prfessinal Services Perid will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 10
Scial Engagement and Mnitring Platfrm Expertise Bundle SKU Part # B74327 Oracle will prvide t yu up t tw hundred frty-ne (241) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring Prgram ( Prgram ) as set frth belw ( Services ): At a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t d the fllwing: Discuss yur current scial listening and engagement needs; and Schedule the initial training sessin n the Prgram. Prvide up t twenty (20) hurs f assistance related t the Prgram each mnth fr a perid f up t twelve (12) cnsecutive mnths, cmmencing after the intrductry call identified in bullet 1 abve and during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). The Prgram Services cannt cmmence until cmpletin f the intrductry call. Assistance with accunt setup fr the Prgram; Training with respect t Prgram functinality; Training with respect t Prgram recmmended practices and use cases; Assistance with accessing self-directed educatinal materials; and Cnduct an up t sixty (60) minute telephne cnference call nce a mnth, during the Prfessinal Services Perid, at a time mutually agreed t by the prject managers, t discuss yur Prgram analytics and ptimizatin recmmendatins. The Services must be used within thirteen (13) mnths frm yur rder s signature date, unless therwise stated in yur rder ( Prfessinal Services Perid ). Any Services nt used within the Prfessinal Services Perid will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 11
Scial Engagement and Mnitring Strategic Leadership Bundle SKU Part # B74328 Oracle will prvide t yu up t nine hundred sixty-ne (961) hurs f remte assistance related t the Oracle Scial Engagement and Mnitring Prgram ( Prgram ) as set frth belw ( Services ). On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu cpies f the Tpic Definitin Frm and Indicatr Definitin Frm each t be cmpleted by yu and returned t Oracle s prject manager within ne (1) mnth frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t d the fllwing: Discuss the Tpics (as defined belw); Review the Tpic Definitin Frm; Discuss the Indicatrs (as defined belw); Review the Indicatr Definitin Frm; Discuss yur current scial listening and engagement needs; and Schedule the initial training sessin n the Prgram. Prvide up t eighty (80) hurs f assistance related t the Prgram each mnth fr a perid f up t twelve (12) cnsecutive mnths during the Prfessinal Services Perid (as defined belw). Services will include the services listed belw ( Prgram Services ). Assistance with accunt setup fr the Prgram; Training with respect t Prgram functinality; Training with respect t Prgram recmmended practices and use cases; Assistance with accessing self-directed educatinal materials; Prvide t yu nce a mnth during the Prfessinal Services Perid an Oracle Scial Engagement and Mnitring Brand Cnversatin Landscape Reprt. Such Reprt will evaluate five (5) Tpics (campaigns excluded) within the Prgram fr (i) its perfrmance acrss up t six (6) Indicatrs identified by yu in the Indicatr Definitin Frm; and Input regarding industry trends and practices. Yu must chse the Brand frm the list f Tpics set frth in the Tpic Definitin Frm, and return the fully cmpleted Tpic Definitin Frm t the Oracle prject manager prir t the cmmencement f the Prgram Services described abve. The cmpleted Tpic Definitin Frm will represent the specific Tpics fr the Oracle Scial Engagement and Mnitring Brand Cnversatin Landscape Reprt fr the Prgram Services described abve and nce received by Oracle, the Tpics will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. Yu must chse the Indicatrs frm the list f Indicatrs set frth in the Indicatr Definitin Frm, and return the fully cmpleted Indicatr Definitin Frm t the Oracle prject manager prir t the cmmencement f the 12
Prgram Services described abve. The cmpleted Indicatr Definitin Frm will represent the specific Indicatrs fr the Oracle Scial Engagement and Mnitring Tpic Cnversatin Reprt fr the Prgram Services described abve and nce received by Oracle, the Indicatrs will be fixed fr the Prfessinal Services Perid. An Indicatr is a specialized filter used t further categrize data int grups fr analytics, as well as fr auttagging t rute fllw-up pprtunities t the apprpriate business functin. The Prgram Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Tpic Definitin Frm and Indicatr Definitin Frm ( Prgram Services Start Date ) and must be used within twelve (12) mnths frm the Prgram Services Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Tpic Definitin Frm and Indicatr Definitin Frm have nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any ther services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party s prject manager t facilitate an efficient delivery f the Services. 13
Oracle Scial Relatinship Management: Analytics Bundles Scial Engagement and Mnitring Brand Cnversatin Landscape Package SKU Part # B73429 Oracle will prvide t yu up t three hundred thirty (330) hurs f remte assistance regarding brand cnversatin landscape assessment f Tpic perfrmance acrss Indicatrs fr up t five (5) Tpics, excluding campaign tpics, as set frth belw ( Services ). Tpic and Indicatr shall have the meaning ascribed t thse terms belw. On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Tpic/Indicatr Definitin Frm t be cmpleted by yu and returned t Oracle s prject manager within three (3) mnths frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t discuss Tpics and Indicatrs and t review the Tpic/Indicatr Definitin Frm. Prvide t yu a reprt ( Reprt ) nce a mnth during the Prfessinal Services Perid, as that term is defined belw, that will include the fllwing: Scial media cnversatin vlume fr each Tpic; Scial media cnversatin share f vice acrss the Tpics; Scial media Indicatr analysis fr up t fur (4) Indicatrs; Tp ten (10) psitive terms fr each Tpic; Tp ten (10) negative terms fr each Tpic; Demgraphic analysis fr each Tpic; Cntent type analysis fr each Tpic; and Cnversatin sentiment (neutral, negative r psitive) analysis fr each Tpic. Prvide t yu a webinar nce a mnth during the Prfessinal Services Perid, fr up t sixty (60) minutes, at a time mutually agreed t by the prject managers, t present the findings in the Reprt including key findings fr the Tpics and Indicatrs assessed as part f the Reprt Services described abve. Tpics and Indicatrs must be identified by yu in a cmpleted Tpic/Indicatr Definitin Frm returned t the Oracle prject manager prir t the cmmencement f the Reprt and webinar Services described abve. The cmpleted Tpic/Indicatr Definitin Frm will represent the specific Tpics and Indicatrs fr the Reprt and webinar Services described abve and nce received by Oracle, the Tpics and Indicatrs will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. An Indicatr is a specialized filter applied t Tpics t further categrize data int apprpriate grups fr analytics, as well as fr aut-tagging t 14
rute fllw-up engagement pprtunities t the apprpriate business functin. Scial media sites reviewed as part f the Reprt Services described abve will be determined by Oracle. The Reprt and webinar Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Tpic/Indicatr Definitin Frm ( Reprting Start Date ) and must be used within twelve (12) mnths frm the Reprting Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Tpic/Indicatr Definitin Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party's prject manager t facilitate an efficient delivery f the Services. Scial Engagement and Mnitring Tpic Cnversatin Package SKU Part # B73430 Oracle will prvide t yu up t tw hundred twenty-five (225) hurs f remte assistance regarding tpic cnversatin assessment f Tpic perfrmance acrss Indicatrs fr ne (1) Tpic, excluding campaign tpics, as set frth belw ( Services ). Tpic and Indicatr shall have the meaning ascribed t the terms belw. On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Tpic/Indicatr Definitin Frm t be cmpleted by yu and returned t Oracle s prject manager within three (3) mnths frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t discuss Tpics and Indicatrs and t review the Tpic/Indicatr Definitin Frm. Prvide t yu a reprt ( Reprt ) nce a mnth during the Prfessinal Services Perid, as that term is defined belw, that will include the fllwing: Scial media cnversatin vlume fr the Tpic; Scial media cnversatin share f vice acrss the Tpic; Scial media Indicatr analysis fr up t fur (4) Indicatrs; Tp ten (10) psitive terms fr the Tpic; Tp ten (10) negative terms fr the Tpic; Demgraphic analysis fr the Tpic; Cntent type analysis fr the Tpic; and Cnversatin sentiment (neutral, negative r psitive) analysis fr the Tpic. 15
Prvide t yu a webinar nce a mnth during the Prfessinal Services Perid, fr up t sixty (60) minutes, at a time mutually agreed t by the prject managers, t present the findings in the Reprt including key findings fr the Tpic and Indicatrs assessed as part f the Reprt Services described abve. The Tpic and Indicatrs must be identified by yu in a cmpleted Tpic/Indicatr Definitin Frm returned t the Oracle prject manager prir t the cmmencement f the Reprt and webinar Services described abve. The cmpleted Tpic/Indicatr Definitin Frm will represent the specific Tpic and Indicatrs fr the Reprt and webinar Services described abve and nce received by Oracle, the Tpic and Indicatrs will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. An Indicatr is a specialized filter applied t Tpics t further categrize data int apprpriate grups fr analytics, as well as fr aut-tagging t rute fllw-up engagement pprtunities t the apprpriate business functin. Scial media sites reviewed as part f the Reprt Services described abve will be determined by Oracle. The Reprt and webinar Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Tpic/Indicatr Definitin Frm ( Reprting Start Date ) and must be used within twelve (12) mnths frm the Reprting Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Tpic/Indicatr Definitin Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party's prject manager t facilitate an efficient delivery f the Services. Scial Engagement and Mnitring Cntent Optimizatin Package SKU Part # B73431 Oracle will prvide t yu up t three hundred fifty (350) hurs f remte assistance regarding cntent ptimizatin assessment acrss ne (1) main Tpic ( Main Tpic ), as well as up t fur (4) additinal Tpics ( Additinal Tpics ) and tw (2) Cnsumer Trends, excluding campaign tpics, as set frth belw ( Services ). Tpic and Cnsumer Trend shall have the meaning ascribed t thse terms belw. On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Tpic/Cnsumer Trends Definitin Frm t be cmpleted by yu and returned t Oracle s prject manager within three (3) mnths frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). 16
Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t discuss Tpics and Cnsumer Trends and t review the Tpic/Cnsumer Trends Definitin Frm. Prvide t yu a reprt ( Reprt ) nce a mnth during the Prfessinal Services Perid, as that term is defined belw, that will include the fllwing: Scial media cnversatin vlume fr the Main Tpic; Tp fur (4) themes fr the Main Tpic; Brand demgraphic sptlight, which includes a chice f either gender r age analysis, n the Main Tpic and each f the Additinal Tpics; Tp ten (10) psitive terms fr the Main Tpic and each f the Additinal Tpics; Tp ten (10) negative terms fr the Main Tpic and each f the Additinal Tpics; Activity analysis f Facebk mentins fr the Main Tpic; Activity analysis f Twitter mentins fr the Main Tpic; Scial media cnversatin vlume fr each Cnsumer Trend; Theme analysis f the tp three (3) themes fr each Cnsumer Trend; Cnversatin sentiment (neutral, negative r psitive) analysis fr each Cnsumer Trend; Tp ten (10) psitive terms fr the mnth and the previus mnth fr each Cnsumer Trend; and Tp ten (10) negative terms fr the mnth and the previus mnth fr each Cnsumer Trend. Prvide t yu a webinar nce a mnth during the Prfessinal Services Perid, fr up t sixty (60) minutes, at a time mutually agreed t by the prject managers, t present the findings in the Reprt including key findings fr the Main Tpic, Additinal Tpics and Cnsumer Trends assessed as part f the Reprt Services described abve. The Main Tpic, Additinal Tpics and Cnsumer Trends must be identified by yu in a cmpleted Tpic/Cnsumer Trends Definitin Frm returned t the Oracle prject manager prir t the cmmencement f the Reprt and webinar Services described abve. The cmpleted Tpic/Cnsumer Trends Definitin Frm will represent the specific Main Tpic, Additinal Tpics and Cnsumer Trends fr the Reprt and webinar Services described abve and nce received by Oracle, the Main Tpic, Additinal Tpics and Cnsumer Trends will be fixed fr the Prfessinal Services Perid. A Tpic is defined as a filter setup designed t help identify text with a series f key wrds, semantic filter, r bth. Tpics are typically brand names such as Nike, Dell, and Mdern Family, but may als invlve ther categries, peple, issues, r advertising campaigns. A Cnsumer Trend is an issue r develpment that is imprtant t yur brand, business, r industry vertical. Scial media sites reviewed as part f the Reprt Services described abve will be determined by Oracle. The Reprt and webinar Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Tpic/Cnsumer Trends Definitin Frm ( Reprting Start Date ) and must be used within twelve (12) mnths frm the Reprting Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Tpic/Cnsumer Trends Definitin Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. 17
Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party's prject manager t facilitate an efficient delivery f the Services. Scial Engagement and Mnitring Campaign Evaluatin Package (Pst- Mrtem) SKU Part # B73433 Oracle will prvide t yu up t ne hundred seventy (170) hurs f remte assistance regarding campaign evaluatin assessment f Campaign Tpic perfrmance acrss up t fur (4) Indicatrs fr up t six (6) Campaign Tpics as set frth belw ( Services ). Campaign Tpic and Indicatr shall have the meaning ascribed t thse terms belw. On r befre the telephne intrductin call described in the next bullet belw, the Oracle prject manager will prvide t yu a cpy f the Campaign Tpic/Indicatr Definitin Frm t be cmpleted by yu and returned t Oracle s prject manager within three (3) mnths frm yur rder s signature date unless therwise stated in yur rder ( Intrductry Perid ). Within the Intrductry Perid and at a time mutually agreed t by the prject managers, Oracle will participate in an up t sixty (60) minute telephne intrductin cnference call t discuss the Campaign Tpics and Indicatrs and t review the Campaign Tpic/Indicatr Definitin Frm. Prvide t yu up t six (6) reprts ( Reprt(s) ) during the Prfessinal Services Perid, as that term is defined belw. Each Reprt will include the fllwing fr ne (1) Campaign Tpic ver a twelve (12) cnsecutive calendar week perid: Scial media cnversatin vlume fr the Campaign Tpic; Weekly cnversatin sentiment (neutral, negative r psitive) rll-up charts and cnversatin sentiment call-uts fr the Campaign Tpic; Weekly surce rll-up charts and surce activity call-uts fr the Campaign Tpic; Weekly Indicatr analysis fr up t fur (4) Indicatrs fr the Campaign Tpic; and Tp term analysis f the tp fifteen (15) psitive and tp fifteen (15) negative terms fr the Campaign Tpic. Prvide t yu a webinar fr each Reprt prvided during the Prfessinal Services Perid, fr up t sixty (60) minutes, at a time mutually agreed t by the prject managers, t present the findings in the Reprt including key findings fr the Campaign Tpics and Indicatrs assessed as part f the Reprt Services described abve. Campaign Tpics and Indicatrs must be identified by yu in a cmpleted Campaign Tpic/Indicatr Definitin Frm returned t the Oracle prject manager prir t the cmmencement f the Reprt and webinar Services described abve. The cmpleted Campaign Tpic/Indicatr Definitin Frm will represent the specific Campaign Tpics and Indicatrs fr the Reprt and webinar Services described abve and nce received by Oracle, the Campaign Tpics and Indicatrs will be fixed fr the Prfessinal Services Perid. A Campaign Tpic is a filter created with specific query lgic using keywrds, semantic filters, r bth. The filter may be used t identify 18
campaigns. An Indicatr is a specialized filter applied t Campaign Tpics t further categrize data int apprpriate grups fr analytics, as well as fr aut-tagging t rute fllw-up engagement pprtunities t the apprpriate business functin. Scial media sites reviewed as part f the Reprt Services described abve will be determined by Oracle. The Reprt and webinar Services identified abve will cmmence upn the Oracle prject manager s receipt f the fully cmpleted Campaign Tpic/Indicatr Definitin Frm ( Reprting Start Date ) and must be used within twelve (12) mnths frm the Reprting Start Date ( Prfessinal Services Perid ). Ntwithstanding anything t the cntrary herein, in the event a fully cmpleted Campaign Tpic/Indicatr Definitin Frm has nt been received by the Oracle prject manager within the Intrductry Perid r all the Services have nt been used within the Prfessinal Services Perid, the Services will be autmatically frfeited by yu, with n further actin required f either party. As such, yu will nt be entitled t a refund, r any credit tward additinal r ther services, fr any unused prtin f the fees paid fr any unused Services. Yu may nt use the fees fr any services ther than the Services stated herein. Yu and Oracle further agree t each designate a prject manager wh shall wrk tgether with the ther party's prject manager t facilitate an efficient delivery f the Services. 19