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... 10 Oracle Eloqua CRM Staging to Production Integration Promotion Service... 12 Oracle Eloqua SmartStart Implementation Service for Salesforce.com Person Accounts... 13 Oracle Eloqua Implementation Service for Custom Object for Segmentation... 14 Oracle Eloqua Implementation Service for IP Warming Program... 15 Oracle Eloqua Oracle On Demand Integration Service... 16 Oracle Eloqua Customer Relationship Management Integration Service for Microsoft... 17 Oracle Eloqua Integration Service for Salesforce.com... 18 Oracle Eloqua SmartStart Implementation Service for Oracle Eloqua AppCloud Integration... 19 Oracle Eloqua Platform Review... 20 Oracle Eloqua Expert Service... 21 Oracle Eloqua Expert Concierge Service... 23 Oracle Eloqua Entertainment SmartStart Implementation Service... 24 Oracle Eloqua Nonprofit SmartStart Implementation Service... 26 Oracle Eloqua Asset Management SmartStart Implementation Service... 28 Oracle Eloqua Closed Loop Reporting Service for Salesforce.com... 30 Oracle Eloqua Closed Loop Reporting Service for Microsoft Dynamics... 30 Oracle Eloqua Contact-Level Security Service... 32 Oracle Eloqua Custom Subscription Center Implementation Service... 33 Oracle Eloqua Custom Subscription Center Implementation Service for Additional Languages... 34 Oracle Eloqua Enhanced SmartStart Implementation Service - at Client Location... 35 Oracle Eloqua Insurance SmartStart Implementation Service... 37 Oracle Eloqua Single Sign-On Implementation Service... 39 Oracle Eloqua Campaign Strategy and Design Optimization Workshop... 40 Oracle Eloqua Campaign Strategy and Design Workshop... 41 Page 1 of 65
Oracle Eloqua Standard SmartStart Implementation Service - Remote... 42 Oracle Eloqua Sales Cloud Integration Service... 44 Oracle Eloqua API Architecture Workshop... 45 Oracle Eloqua Education Pass... 46 Oracle Eloqua Enterprise Non-Instructor Web-Based Training Subscription... 47 Oracle Eloqua Campaign Premium Services... 49 Oracle Eloqua Campaign Standard Services... 51 Oracle Eloqua Program Management Premium Services... 53 Oracle Eloqua Program Management Standard Services... 54 Oracle Eloqua Technical Services... 56 Oracle Eloqua Strategy Premium Services Remote (EMEA Only)... 58 Oracle Eloqua Strategy Premium Services Onsite (EMEA Only)... 60 Oracle Eloqua Strategy Standard Services Remote (EMEA Only)... 61 Oracle Eloqua Strategy Standard Services Onsite (EMEA Only)... 63 Page 2 of 65
Oracle Eloqua Implementation Service for Co-dynamic Lead Scoring Part # B74240 1. 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 email 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
Oracle Eloqua Standard Import/Export Integration Service Part # B74228 1. 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
Oracle Eloqua Single Point Integration Workshop Part # B74252 1. 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
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 # B74202 1. 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 email settings setup and configuration, as follows: a. Configure up to one (1) email default setting (Reply To, Display Name); b. Provide You with up to one (1) email header and one (1) email footer; c. Configure up to one (1) email template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the email 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 email 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 email 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
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) email 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 # B74207 1. 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
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 email settings and configuration, as follows: a. Configure up to one (1) email default setting (Reply To, Display Name); b. Provide You with up to one (1) email header and one (1) email footer; c. Configure up to one (1) email template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the email 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 email 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 email 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) email 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) email 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
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
Oracle Eloqua Enterprise SmartStart Implementation Service Part # B74206 1. 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 email settings and configuration, as follows: a. Configure up to one (1) email default setting (Reply To, Display Name); b. Provide You with up to one (1) email header and one (1) email footer; c. Configure up to one (1) email template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the email 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 email 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 email 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
c. Assist You with up to one (1) lead nurture campaign framework on the campaign canvas with up to three (3) email 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) email 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
Oracle Eloqua CRM Staging to Production Integration Promotion Service Part # B74219 1. 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
Oracle Eloqua SmartStart Implementation Service for Salesforce.com Person Accounts Part # B74220 1. 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
Oracle Eloqua Implementation Service for Custom Object for Segmentation Part # B74217 1. 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
Oracle Eloqua Implementation Service for IP Warming Program Part # B74215 1. 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 emails. 2. Provide the list of contacts to be emailed 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
Oracle Eloqua Oracle On Demand Integration Service Part # B74225 1. 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 email (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
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 # B74226 1. 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 email (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
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 # B74227 1. 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
D. Configure the SFDC integration in Eloqua based on the field mapping spreadsheet. E. Configure the synchronization of website visit activity and email (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 # B74218 1. 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: http://appcloud.eloqua.com/; 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
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 # B74243 1. 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
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 # B85969 1. 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 email templates; B. Creating forms and landing pages; Page 21 of 65
C. Building automated email campaigns; D. Configuring lead scoring; E. Creating gated forms; F. Implementing Oracle Eloqua forms and with progressively profiling Your online prospects; and G. Project management tasks. 1. Provide 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. No more than three (3) hours of Services per week will be utilized by You. 2. All Services will be performed by Oracle remotely. 3. Oracle will use commercially reasonable efforts to staff recurring requests with the same resource, but You acknowledge that some requests will be staffed by a pool of Oracle resources with no guarantee that a specific requested resource will be assigned to perform the services. 4. The service is non-refundable and any hours not used in a given month will be considered delivered. 5. The subscription must be for a minimum of three (3) months. 6. The Services will be made available by Oracle to You on a month-to-month consecutive basis only. 7. The services are limited to the services stated above and You acknowledge that services not stated above are excluded, including but not limited to the following services which are considered out of scope: a. Simple Object Access Protocol ( SOAP ) services; b. Custom (non-eloqua) report creation; c. Customer Relationship Management ( CRM ) implementation, development or management; d. Creation or editing of any HTML, Javascript Cascading Style Sheets ( CSS ) or images; and e. Sending email campaigns and/ or activating programs that are designed to send emails without explicit written authorization from You. 3. Unused Services. The Services must be used within the number of months identified in Your order 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 22 of 65
Oracle Eloqua Expert Concierge Service Part # B85970 1. 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 sixty point five (60.5) hours per month for up to the number of months identified in Your order ( Services ) related to Your Oracle Eloqua ( Eloqua ) Expert offering to assist You with: A. Creating email templates; B. Creating forms and landing pages; C. Building automated email campaigns; D. Configuring lead scoring; E. Creating gated forms; F. Implementing Eloqua forms and with progressively profiling Your online prospects; and G. Project management tasks. 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. No more than three (3) hours of Services will be utilized by You per day. 2. All Services will be performed by Oracle remotely. 3. Oracle will use commercially reasonable efforts to staff recurring requests with the same resource, but You acknowledge that some requests will be staffed by a pool of Oracle resources with no guarantee that a specific requested resource will be assigned to perform the services. 4. The service is non-refundable and any hours not used in a given month will be considered delivered. 5. The subscription must be for a minimum of three (3) months. 6. The Services will be made available by Oracle to You on a month-to-month consecutive basis only. 7. The services are limited to the services stated above and You acknowledge that services not stated above are excluded, including but not limited to the following services which are considered out of scope: a. Simple Object Access Protocol ( SOAP ) services; b. Custom (non-eloqua) report creation; c. Customer Relationship Management ( CRM ) implementation, development or management; d. Creation or editing of any HTML, Javascript Cascading Style Sheets ( CSS ) or images; and e. Sending email campaigns and/ or activating programs that are designed to send emails without explicit written authorization from You. 3. Unused Services. The Services must be used within the number of months identified in Your order 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. Page 23 of 65
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 Entertainment SmartStart Implementation Service Part # B74210 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Entertainment implementation: A. Provide You with a 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. Provide You with a one (1) day onsite recommended practices workshop at a mutually agreed upon location with an agenda focused on campaign design and strategy. C. Provide You with a up to two and a half (2.5) days foundations on-site workshop at mutually agreed upon location covering the topics outlined below: 1. Assist You with email settings and configuration, as follows: a. Configure up to one (1) email default setting (Reply To, Display Name); b. Provide You with up to one (1) email header and one (1) email footer; c. Configure up to one (1) email template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the email 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 email 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 email 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; g. Discuss Your user login security settings; and h. Discuss Your Social Suite setup and assist You with setup of 1 social media connector (choice of Facebook or Twitter). 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: Page 24 of 65
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 setting up a lead nurturing program for the Pre-Game/Thank You for Purchasing template, 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) email steps.\ 6. Assist You with setting up a lead nurturing program for the Birthday Program template. 7. Assist You with the setup up of one (1) Internet Protocol ( IP ) warming template program that will send one (1) email 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 a high level overview reporting session for You for up to one (1) hour. 10. Assist You in filling out the asset migration worksheet. 11. 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; 12. Conduct a remote one (1) day customer readiness workshop session for up to six (6) individuals to review key decisions from the Oracle Eloqua Entertainment SmartStart implementation prior to Your project completion; 13. Provide You up to one (1) hour of assistance reviewing configuration pre-requisites prior to the on-site SmartStart workshop; and 14. 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. 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. 2. Provide use cases prior to commencement of configuration. 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 Page 25 of 65
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 Nonprofit SmartStart Implementation Service Part # B74209 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Nonprofit 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. Provide You a two (2) day foundations on-site workshop at mutually agreed upon location covering the topics outlined below: 1. Assist You with email settings and configuration, as follows: a. Configure up to one (1) email default setting (Reply To, Display Name); b. Provide You with up to one (1) email header and one (1) email footer; c. Configure up to one (1) email template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the email 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 email 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 email 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; g. Discuss Your user login security settings; and h. Discuss Your social suite setup and assist You with the setup of one (1) social media connector (choice of Facebook or Twitter). 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 Page 26 of 65
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) email steps. 6. Conduct a high level overview reporting session for You for up to one (1) hour. 7. Assist You in the deployment of one (1) of the following: a. Up to one (1) Ready to Use campaign blueprint from the Nonprofit Gallery e.g. Welcome Series : i. Review the campaign objective and workflow; and ii. Develop the campaign workflow. b. Up to one (1) event management template: i. Event management recommended practices; ii. Event objectives and types; and iii. Develop event workflow. 8. Provide You with up to one (1) hour of assistance with reviewing the configuration pre-requisites prior to the on-site SmartStart workshop. 9. Provide You with one (1) webinar session for up to (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 SmartStart prerequisite workbook prior to the two (2) day onsite workshop, as required by the Oracle Eloqua consulting project manager. 2. Provide use cases prior to the commencement of the configuration. 3. Performing 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 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 27 of 65
Oracle Eloqua Asset Management SmartStart Implementation Service Part # B74208 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Asset Management 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. Provide a one (1) day onsite recommended practices workshop with an agenda focused on campaign design and strategy. C. Conduct a three (3) day foundations on-site workshop covering the topics outlined below: 1. Assist You with email settings and configuration, as follows: a. Configure up to one (1) email default setting (Reply To, Display Name); b. Provide You with up to one (1) email header and one (1) email footer; c. Configure up to one (1) email template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the email deliverability report; e. Configure up to one (1) branded bounceback sub-domain; f. Configure up to one (1) subscription management option; g. Assist You with launching up to one (1) internal email campaign using Eloqua Assist in the setup of Oracle Eloqua deliverability cloud service (Financial Services Compliance). 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 email 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 configuring a blueprint in the Asset Management Gallery Meet Your Wholesaler, as follows: a. Provide up to one (1) session on nurturing recommended practices for up to sixty (60) minutes; b. Provide up to one (1) brainstorming session on nurture paths for up to thirty (30) minutes. Page 28 of 65
6. Assist with configuring a blueprint in the Asset Management Gallery Advisor Ramp Up Education Series, as follows: a. Provide up to one (1) session on nurturing recommended practices for up to sixty (60) minutes; b. Provide up to one (1) brainstorming session on nurture paths for up to thirty (30) minutes. 7. Assist You setup up to one (1) Internet Protocol ( IP ) warming template program that will send one (1) email 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 a high level overview reporting session for You for up to one (1) hour. 10. Assist You in filling out the Asset Migration worksheet. 11. Assist You during User Acceptance Testing ( UAT ) for up to ten (10) hours to answer ad hoc questions, troubleshoot issues, and adjust configurations to align to the approved design; 12. Conduct a remote one (1) day customer readiness workshop session for up to six (6) individuals to review key decisions from the Oracle Eloqua Asset Management SmartStart implementation prior to Your project completion; 13. Provide You with up to one (1) hour of assistance reviewing the configuration pre-requisites prior to the on-site SmartStart workshop; and 14. 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. Complete the SmartStart prerequisite 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. Performing 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 29 of 65
Oracle Eloqua Closed Loop Reporting Service for Salesforce.com Part # B74230 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Closed Loop Reporting Service for Salesforce.com ( SFDC ): A. Provide You with a one (1) hour remote webinar session to review the project scope, roles and responsibilities, pre-requisite work required, the project checklist, and the project plan; B. Recommend a revenue attribution model; C. Assist You configure the selected revenue attribution model in Eloqua; D. Configure a one-way integration from the SFDC opportunity object into the Eloqua opportunity object; E. Assist You with configuring response rules in Eloqua; and F. Schedule a one (1) hour follow-up Question and Answer ( Q&A ) session regarding the features and/ or functionality for closed loop reporting. 1. Provide use cases prior to the commencement of the configuration. 2. Performing user acceptance testing, and provide responsibility for the development of any test cases. 3. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. The Oracle Eloqua Implementation Reporting Service for Salesforce.com is limited to customer using Saleforce.com as a Customer Relationship Management ( CRM ) system and Eloqua10. 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. Oracle Eloqua Closed Loop Reporting Service for Microsoft Dynamics Part # B74229 Page 30 of 65
1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Closed Loop Reporting Service for Microsoft Dynamics: A. Provide You a one (1) hour remote webinar session to review the project scope, roles and responsibilities, prerequisite work required, the project checklist, and the project plan; B. Recommend a revenue attribution model; C. Assist You configure the selected revenue attribution model in Eloqua; D. Configure a one-way integration from the Microsoft Dynamics 2011 opportunity object into the Eloqua opportunity object; and E. Schedule a one (1) hour follow-up Question and Answer ( Q&A ) session regarding the features and/ or functionality for closed Loop reporting. 1. Use the opportunity fields, sales, stages, and status for tracking opportunity progression in Microsoft Dynamics 2011. Your Microsoft Dynamics 2011 database must have a linkage from the Microsoft Customer Relationship Management ( MSCRM ) Account object to the MSCRM opportunity objects. 2. Provide use cases prior to the commencement of the configuration. 3. Performing 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. This service is limited to customers who use Microsoft Dynamics 2011 Customer Relationship Management. 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 31 of 65
Oracle Eloqua Contact-Level Security Service Part # B74232 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Contact-Level Security offering: A. Provide You a one (1) hour remote webinar session to review the project scope, roles and responsibilities, prerequisite work required, the project checklist, and the project plan; B. Assist You with selecting two (2) categories (such as Business Unit and Region) to control which contacts existing users can access; C. Assist You with selecting up to (10) label values for up to (2) categories using existing Eloqua security groups; D. Configure up to (2) categories and up to (10) label values per category. E. Assist You map up to ten (10) existing Eloqua users to the label(s) that the users should have access to; F. Configure one (1) program in the Program Builder module in Eloqua to assign new or updated contacts a category and label; G. Assist You with performing a one (1) time data upload of all existing Eloqua Contacts into the assignment program; and H. Schedule a one (1) hour follow-up Question and Answer ( Q&A ) session regarding the features and/ or functionality for contact level security. 1. Provide use cases prior to the commencement of the configuration. 2. Performing user acceptance testing, and provide responsibility for the development of any test cases. 3. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. Category and label assignment will be based off the existing Eloqua user security, and customized security groups will be not created as part of this service. For example, if an existing user has basic marketing user security access then they will continue to have that level of access in the application. 2. The services above only apply to customers on Eloqua Standard Marketing Cloud, Eloqua Enterprise Marketing Cloud, or those who have purchased the Custom Security Roles and Access add-on for Eloqua Basic Marketing Cloud. 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. Page 32 of 65
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 Custom Subscription Center Implementation Service Part # B74248 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Custom Subscription Center Implementation: A. Provide You with up to one (1) requirements gathering workshop remotely for up two (2) hours to review the project scope, roles and responsibilities, pre-requisite work required, the project checklist, and the project plan. B. Recommend one (1) of the three (3) subscription center approaches from the list below: 1. Contact Table; 2. Custom Data Objects; or 3. Email Groups. C. Assist You with the Eloqua application configuration in one (1) language with the following: 1. Up to one (1) contact entry form; 2. Up to one (1) subscription page form; 3. Up to one (1) confirmation page; 4. Up to one (1) confirmation email; and 5. Up to ten (10) subscription options. D. Assist You with setting the contact subscription status for up to ten (10) new subscription options based on the current subscription option statuses. E. Schedule a one (1) hour follow-up Question and Answer ( Q&A ) session regarding the features and/ or functionality of Your subscription management. 1. Provide the content, images, and HTML for the contact entry form, subscription page form, confirmation page, and confirmation email. 2. Provide use cases prior to the commencement of the configuration. 3. Performing 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 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 Page 33 of 65
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 Custom Subscription Center Implementation Service for Additional Languages Part # B74249 1. Description of Services. Oracle will provide You with the following services ( Services ) related to the additional language for Your Oracle Eloqua Custom Subscription Center implementation: A. Provide You with one (1) exact copy of the following assets provided from the Oracle Eloqua Custom Subscription Center Implementation Service: 1. One (1) subscription page; 2. One (1) configuration page; and 3. One (1) confirmation email. B. Modify only the text on the above three (3) assets that were created with Oracle Eloqua Custom Subscription Center Implementation Service with translated text to one (1) additional language. 1. Provide all translated content, images, and text. 2. Provide use cases prior to the commencement of the configuration. 3. Performing 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. This service can only purchased in conjunction with Oracle Eloqua Custom Subscription Center Implementation Service or if You previously purchased the Oracle Eloqua Custom Subscription Center Implementation Service and have made no changes to the configuration. 2. 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. Page 34 of 65
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 Enhanced SmartStart Implementation Service - at Client Location Part # B74204 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Enhanced SmartStart implementation: A. Provide You with one (1) webinar session for up to sixty (60) minutes to review the project scope, roles and responsibilities, pre-requisite work required, and the project plan. B. Provide You with a two (2) day foundations on-site workshop at mutually agreed upon location covering the topics outlined below: 1. Assist You with email settings and configuration, as follows: a. Configure up to one (1) email default setting (Reply To, Display Name); b. Provide You with up to one (1) email header and one (1) email footer; c. Configure up to one (1) email template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the email 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 email 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 email 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; b. Conduct up to one (1) brainstorming session on lead nurture paths for up to thirty (30) minutes; and Page 35 of 65
c. Assist You with up to one (1) lead nurture campaign framework on the campaign canvas with up to three (3) email steps. 6. Conduct a high level overview reporting session for You for up to one (1) hour. C. Assist You in the deployment of one (1) of the following: 1. Up to one (1) Ready to Use campaign template: a. Review the campaign objective and workflow; and b. Develop the campaign workflow. 2. Up to one (1) event management template: a. Provide event management recommended practices; b. Provide event objectives and types; and c. Develop the event workflow. 3. Up to one (1) sales enablement rollout plan: a. Conduct a consultative session for up to sixty (60) minutes to review the sales enablement tools (Discover, Profiler, and Engage); and b. Review one (1) project plan for the roll-out of the sales enablement tools. D. Provide You up to one (1) hour of assistance reviewing the configuration pre-requisites prior to the on-site SmartStart workshop. E. Provide You one (1) thirty (30) minute webinar session 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 SmartStart prerequisite workbook prior to the two (2) day onsite workshop, as required by the Oracle Eloqua consulting project manager. 2. Provide use cases prior to the commencement of the configuration. 3. Performing 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 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 36 of 65
Oracle Eloqua Insurance SmartStart Implementation Service Part # B74211 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Insurance 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. Provide You with a one (1) day onsite recommended practices workshop with an agenda focused on campaign design and strategy. C. Provide You a three (3) day foundations on-site workshop covering the topics outlined below: 1. Assist You with email settings and configuration, as follows: a. Configure up to one (1) email default setting (Reply To, Display Name); b. Provide You with up to one (1) email header and one (1) email footer; c. Configure up to one (1) email template; d. Provide You with up to one (1) session for up to thirty (30) minutes to review the email 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 email campaign using Eloqua; and h. Assist You in the setup of Oracle Eloqua Deliverability Cloud Service (Financial Services Compliance). 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 email 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 configuring a blueprint in the Insurance Gallery Meet Your Wholesaler, as follows: a. Conduct a session on nurturing recommended practices for up to sixty (60) minutes; and b. Conduct a brainstorming session on nurture paths for up to thirty (30) minutes. Page 37 of 65
6. Assist You with configuring a blueprint in the Insurance Gallery Advisor Ramp Up Education Series as follows: a. Conduct a session on nurturing recommended practices for up to sixty (60) minutes; and b. Conduct a brainstorming session on nurture paths for up to thirty (30) minutes. 7. Assist You setup up to one (1) Internet Protocol ( IP ) warming template program that will send one (1) email 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 a high level overview reporting session for You for up to one (1) hour. 10. Assist You in Asset Migration Plan. 11. Assist You in filling out the asset migration worksheet. 12. Assist You during User Acceptance Testing ( UAT ) for up to ten (10) hours to answer ad hoc questions, troubleshoot issues, and adjust configurations to align to the approved design. 13. Conduct a remote one (1) day customer readiness workshop session for up to six (6) individuals to review key decisions from the Oracle Eloqua Insurance SmartStart implementation prior to Your project completion. 14. Provide You up to one (1) hour of assistance reviewing configuration pre-requisites prior to the on-site SmartStart workshop. 15. 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. Complete the SmartStart prerequisite workbook prior to the three (3) day onsite workshop, as required by the Oracle Eloqua consulting project manager. 2. Provide use cases prior to the commencement of the configuration. 3. Performing 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 38 of 65
Oracle Eloqua Single Sign-On Implementation Service Part # B74246 1. Description of Services. Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua Single Sign-On implementation: A. Provide You with up to one (1) webinar session for up to sixty (60) minutes to review the project scope, roles and responsibilities, pre-requisite work required, the project checklist, and the project plan; B. Recommend an approach on setting up Salesforce.com as an identity provider; C. Assist You on modifying the URL for the Eloqua sales tools, which currently may be embedded within Your Salesforce.com instance; and D. Assist You with mapping up to one (100) Eloqua users with up to one hundred (100) Salesforce.com users. 1. You acknowledge that Oracle s ability to perform the services depends upon You ensuring that You have one (1) user with administrative access to both Eloqua and Salesforce.com. 2. Enabling Your Salesforce.com instance as an identity service provider. 3. Provide use cases prior to the commencement of the configuration. 4. Performing user acceptance testing, and provide responsibility for the development of any test cases. 5. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. 1. These services require that You have purchased the Oracle Eloqua Identity Cloud Service for Salesforce.com product. 2. 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. Page 39 of 65
Oracle Eloqua Campaign Strategy and Design Optimization Workshop Part # B76079 1. Description of Services. Oracle will provide You with one (1) onsite Campaign Strategy and Design Optimization Workshop for Your Eloqua Marketing Cloud Services ( Workshop ) during the Professional Services Period (as defined below) consisting of the following services ( Services ): A. Provide You with a webinar session for up to one and one-half (1.5) hours, for up to twenty (20) attendees, to discuss the following: 1. The topics and agenda for the Workshop; 2. Review Your current marketing campaign strategy and management, advertising design, and communication methods and techniques with potential buyers/customers; 3. Discuss additional information required by Oracle to perform the Services; and 4. Determine the location and date of the Workshop. B. Provide You with one (1) Workshop, for up to eight (8) hours for up to twenty (20) attendees. The Workshop will consist of the following topics: 1. Review results from Your current marketing campaigns to determine optimization steps; 2. Review Oracle s practices in marketing campaign strategy and design; 3. Review Your target customer demographic and credentials ( target personas ) and strategy of identifying and creating a list of the target personas ( segmentation rules ); 4. Conduct an exercise to extend the customer journey and document three (3) marketing campaign strategies based on the target persona, customer journey, and opportunities for sales/marketing growth discussed during the Workshop. C. After the Workshop, provide to You the following documents: 1. One (1) Summary Document which includes the following: a. Oracle s recommended practices for marketing campaign strategy and design, lead nurturing; b. Documentation of the segmentation rules created during the Workshop; and c. Documentation of the campaign workflow(s) created during the Workshop. 2. One (1) Campaign Strategy & Design Workbook, which contains a set of templates for designing, creating, and managing campaigns executed through the Oracle Eloqua Marketing Cloud Services. D. After the Workshop, provide You with a webinar session for up to one and one-half (1.5) hours for up to twenty (20) attendees to review the Summary Document. 1. Provide adequate facilities to conduct the Workshop (e.g. adequate space, projector, necessary technology, etc.). 2. Provide information requested by Oracle for the performance of Services on a timely basis. 1. All services will be delivered in English. Page 40 of 65
2. Webinars will be at a time mutually agreed to by the project managers. 3. The Workshop will be at a time and location mutually agreed to by the project managers. 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 Campaign Strategy and Design Workshop Part # B76080 1. Description of Services. Oracle will provide You with one (1) onsite Campaign Strategy and Design Optimization Workshop for Your Eloqua Marketing Cloud Services ( Workshop ) during the Professional Services Period (as defined below) consisting of the following services ( Services ): A. Provide You with a webinar session for up to one and one half (1.5) hours, for up to twenty (20) attendees, to discuss the following topics: 1. Team member introductions; 2. The topics and agenda for the Workshop; 3. Review Your prerequisites for the onsite Workshop, which may include sharing existing campaign strategy, design and customer journey documents and processes; 4. Determine current campaign strategy, design, and management; 5. Discuss additional information required by Oracle to perform the Services; and 6. Determine the location and date of the Workshop. B. Provide You with one (1) Workshop, for up to eight (8) hours, for up to twenty (20) attendees. This Workshop will cover topics as outlined below: 1. Review Oracle s practices in marketing campaign strategy and design; a. Review Your target customer demographic and credentials ( target personas ) and strategy of identifying and creating a list of the target personas ( segmentation rules ); b. Conduct a brainstorming exercise that documents one (1) target persona; c. Review the target personas status-point in the buying cycle ( customer journey ) and identify opportunities for sales/marking growth; and d. Conduct an exercise that documents two (2) marketing campaign strategies based on the target persona, customer journey, and opportunities for sales/marketing growth discussed during the Workshop. C. After the Workshop, provide to You the following documents: 1. One (1) Summary Document which includes the following: Page 41 of 65
a. Outcomes of the exercises performed from the Workshop; b. Oracle s observations and recommendations as a result of the information shared during the course of the Workshop; and c. Documentation of up to two (2) campaign workflow(s) created during the Workshop. D. One (1) Campaign Strategy & Design Workbook, which contains a set of templates for designing, creating, and managing campaigns executed through the Oracle Eloqua Marketing Cloud Services. E. After the Workshop, provide You with a webinar session for up to one and one-half (1.5) hours for up to twenty (20) attendees to review Summary Document 1. Provide Oracle with full access to relevant functional, technical and business resources with adequate skills and knowledge to support the Services. 2. Provide adequate facilities to conduct the Workshop (e.g. adequate space, projector, necessary technology, etc.). 3. Provide information requested by Oracle for the performance of Services on a timely basis. 1. All services will be delivered in English. 2. Webinars will be at a time mutually agreed to by the project managers. 3. The Workshop will be at a time and location mutually agreed to by the project managers. 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 Standard SmartStart Implementation Service - Remote Part # B85419 1. Description of Services. During the Professional Services Period (defined below), Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua ( Eloqua ) Standard SmartStart implementation in Your Oracle Cloud Services Environment: Page 42 of 65
A. Conduct one (1) remote webinar session, which is up to one (1) hour in duration and may be attended by up to five (5) of Your participants to review the Services, roles and responsibilities, Your pre-requisites and the mutual creation of a project checklist. B. Conduct up to five (5) remote webinar sessions, which are up to one (1) hour in direction each and may be attended by up to five (5) individuals to discuss platform capabilities, Your requirements and configuration tasks related to the following scope: 1. Project Kick-off and Requirements Review; 2. Administrative Configuration; 3. Email Marketing Configuration; 4. Test Campaign Launch; and 5. Best Practice Review. C. Perform the following Eloqua platform configurations: 1. Create up to five (5) Eloqua users; 2. Upload one (1) list of up to fifty (50) competitor domains; 3. Upload one (1) company logo and configure company defaults; 4. Upload one (1) unsubscribe list and one (1) bounceback list; 5. Provide one (1) Eloqua Website Tracking script; 6. Build up to thirty (30) Contact fields in Eloqua and one (1) contact view; 7. Upload one (1) contact list; 8. Discuss user login security settings; 9. Configure Email Defaults; 10. Configure one (1) branded bounceback sub-domain; and 11. Configure one (1) subscription management option. 1. Complete the SmartStart perquisite workbook prior to the remote webinars, as required by the 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. 2. The Services will be performed by Oracle remotely. 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. Page 43 of 65
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 Sales Cloud Integration Service Part # B85418 1. Description of Services. During the Professional Services Period (defined below), Oracle will provide You with the following Services ( Services ) related to Your Oracle Eloqua ( Eloqua ) Sales Cloud ( SCDC ) integration in Your Oracle Cloud Services Environment: A. Conduct one (1) Remote webinar session, which is up to thirty (30) minutes in duration and may be attended by up to five (5) of Your participants to review the Services, roles and responsibilities, Your pre-requisites and the mutual creation of a project checklist. B. Conduct one (1) Remote webinar session, which is up to one (1) hour in duration and may be attended by up to five (5) of Your participants to review the Eloqua data model and Customer Relationship Management ( CRM ) Integration process. C. Provide one (1) SCDC integration field mapping spreadsheet. D. Configure the following SCDC integration components: 1. One (1) inbound import for up to fifty (50) SCDC lead fields to be stored on the Eloqua Lead Custom object; 2. One (1) inbound import for up to fifty (50) SCDC contact fields to be stored on the Eloqua Contact object; 3. One (1) inbound import for up to fifty (50) SCDC account fields to be stored on the Eloqua Company object; and 4. Create one (1) CRM update program using Eloqua s Create Unique or Point of Interest methodology. The update process to SCDC will support up to fifty (50) fields per SCDC lead and SCDC contact from Eloqua. E. Configure one (1) Custom Object record set in Eloqua to store SCDC lead details with a maximum of fifty (50) fields. 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 Eloqua project manager. 3. Provide use cases prior to the commencement of the configuration. 4. Create any required user acceptance test scripts and perform all user acceptance testing. 5. Ensure Your tasks are completed in the timeframe as mutually agreed upon in the project plan. Page 44 of 65
1. All Services will be delivered in English. 2. All Services will be performed by Oracle remotely. 3. Integration will be limited to fields on the following Objects in Sales Cloud: a. Contacts (Person Profile), b. Leads (Sales Lead Version 2), and c. Accounts (Organization Profile). 4. Integration with Sales Accounts and Territory management are not supported with SCDC. 5. Tracked web activity in Marketing Cloud (page views, email opens, click throughs, etc.) will be made available to SCDC users through a web link on the contact entity in SCDC (Person Profile) providing access to the activity data stored in the marketing cloud database. 6. You may be required to create additional custom fields on the lead (Sales Lead Version 2) and contact (Person Profile) in SCDC in order to support the integration processes. 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 API Architecture Workshop Part #: B85416 1. Description of Services. During the Professional Services Period (defined below), Oracle will provide You with the following services ( Services ) related to Your Oracle Eloqua ( Eloqua ) Application Programming Interface ( API ) Architecture workshop, which is intended to facilitate the integration design of up to one (1) of Your external systems into Eloqua: A. Conduct one (1) webinar session, which is up to ninety (90) minutes in duration and may be attended by up to twenty (20) of Your participants to review the Services, roles and responsibilities, the workshop agenda and meeting logistics, Your pre-requisites and the mutual creation of a project checklist; B. Conduct one (1) onsite workshop, which is up to sixteen hours in duration and may be attended by up to twenty (20) of Your participants to discuss Your API integration; C. Create a document describing Your integration ( API Integration Design Document ); and D. Conduct one (1) remote follow-up webinar, which is up to up ninety (90) minutes in duration and may be attended by up to twenty (20) of Your participants to review the API Integration Design Document. Page 45 of 65
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. Out of Scope. The following activities are not within the scope of Services: a. Any training or performance of coding or other similar activities for the integration. 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 Education Pass Part #B87022 (Subscription Add-On) Part #B87018 (Standalone) 1. Description of Services. During the Term as specified in Your order, Oracle will make available to the quantity of users indicated in Your order ( Hosted Named Users ) all of the following for Your Oracle Eloqua ( Eloqua ) product: A. Access to any of the following available types of publicly scheduled Eloqua classes: 1. Instructor-led online ( ILO ) classes, and 2. Instructor-led classes at an Oracle training facility ( ILC ); B. All recorded Eloqua on demand training ( On Demand ) sessions; and C. Access to all available Eloqua Web Based Training ( WBT ) modules. Page 46 of 65
1. Ensure that each of Your hosted named users do not share or distribute their license or log-on credentials with any other person. 2. Ensure that no classes are recorded, distributed or shared in any medium. 3. All Services will be provided in English unless You and Oracle mutually agree in writing that Oracle will provide the Services in another available language. 4. Ensure all Your Hosted Named Users enroll and complete any training sessions via the Oracle Marketing Cloud Training Portal (https://community.oracle.com/docs/doc-910060) within the Term. 1. Training descriptions and schedules can be viewed on the following Oracle website: https://community.oracle.com/docs/doc-910060. 2. ILO classes are offered via web-cast technology. 3. Hosted Named Users can attend each publicly scheduled ILO or ILC course only once. Hosted Named Users may not attend, both, an ILO and an ILC course for the same topic. 4. On Demand modules can be taken multiple times during the Term. 5. The Hosted Named User for an education pass can only be re-assigned if: a. The education pass has never been used, or b. If the education pass is multi-year termed, it may be transferred to another Hosted Named User on the anniversary/renewal date. 3. Unused Services. The Services must be used within the Term identified in Your order. Any portion of the Services not used within the Term 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this exhibit. In order for Oracle to provide Services to You after the Term, Oracle and You shall mutually agree, in writing, under a separate ordering document and exhibit, to the terms and fees for such Services. Oracle Content Marketing Education Pass Part #B87023 (Subscription Add-On) Part #B87019 (Standalone) 1. Description of Services. During the Term as specified in Your order, Oracle will make available to the quantity of users indicated in Your order ( Hosted Named Users ) all of the following for Your Oracle Content Marketing ( OCM ) product: A. Access to any of the following available types of publicly scheduled OCM classes: 1. Instructor-led online ( ILO ) classes, and 2. Instructor-led classes at an Oracle training facility ( ILC ); B. All recorded OCM on demand training ( On Demand ) sessions; and C. Access to all available OCM Web Based Training ( WBT ) modules. Page 47 of 65
1. Ensure that each of Your hosted named users do not share or distribute their license or log-on credentials with any other person. 2. Ensure that no classes are recorded, distributed or shared in any medium. 3. All Services will be provided in English unless You and Oracle mutually agree in writing that Oracle will provide the Services in another available language. 4. Ensure all Your Hosted Named Users enroll and complete any training sessions via the Oracle Marketing Cloud Training Portal (https://community.oracle.com/docs/doc-910060) within the Term. 1. Training descriptions and schedules can be viewed on the following Oracle website: https://community.oracle.com/docs/doc-910060. 2. ILO classes are offered via web-cast technology. 3. Hosted Named Users can attend each publicly scheduled ILO or ILC course only once. Hosted Named Users may not attend, both, an ILO and an ILC course for the same topic. 4. On Demand modules can be taken multiple times during the Term. 3. Unused Services. The Services must be used within the Term identified in Your order. Any portion of the Services not used within the Term 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this exhibit. In order for Oracle to provide Services to You after the Term, Oracle and You shall mutually agree, in writing, under a separate ordering document and exhibit, to the terms and fees for such Services. Oracle Eloqua Enterprise Non-Instructor Web-Based Training Subscription Part #B87025 (Subscription Add-On) Part #B87015 (Standalone) 1. Description of Services. During the Professional Services Period, as defined below, Oracle will make available to an unlimited number of Your employees one (1) Oracle Eloqua ( Eloqua ) abbreviated, non-instructor, enterprise webbased training ( WBT ) class formatted for enterprise-wide distribution and use that is available on the following course link: https://community.oracle.com/docs/doc-910060. Page 48 of 65
1. Provide any notices, and obtain any consents, required for Oracle to perform Services. 2. Ensure that You do not repurpose or provide the WBT content to any third party without the prior written consent of Oracle, which may be withheld at Oracle s sole discretion. 3. Ensure that no classes are recorded, distributed or shared in any medium. 1. All WBT is available in English only. 3. Unused Services. The Services must be used within the Term identified in Your order. Any portion of the Services not used within the Term 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this exhibit. In order for Oracle to provide Services to You after the Term, Oracle and You shall mutually agree, in writing, under a separate ordering document and exhibit, to the terms and fees for such Services. Oracle Eloqua Campaign Premium Services Part #B86866 1. Description of Services. Oracle will make available to You during the Professional Services Period (as defined below), the quantity of hours identified in Your order to assist you with your Oracle Marketing Cloud Eloqua product ( Eloqua ). Such assistance may include the following activities ( In-Scope Tasks ): A. Campaign Tasks. 1. Create, test, modify, launch, schedule, review and/or provide recommendations to You for any of the following Eloqua features ( In Scope Features ): a. Eloqua Campaign, b. Eloqua Features, and/or c. Eloqua Landing Pages; 2. Perform a manual data-import of Your data files that do not require supplemental data processing; 3. Create a filter using Eloqua Filter Designer; 4. Create and implement a strategic proof-of-concept ( POC ); and/or 5. Remotely attend meetings that You schedule related to the In Scope Tasks. B. Project Management Tasks. 1. Provide point of contact for Your project(s). 2. Provide coordination of the project progress including change requests. 3. Assist in coordinating the scoping of new projects, if applicable. 4. Plan and budget Oracle resources for Your project(s), as approved by You. 5. Provide project status reports. 6. Create and manage project schedules, including dependencies and key milestones. 7. Coordinate status meetings with key stakeholders (both yours and Oracle). 8. Provide recommendations on how to use Your OMC applications and the features licensed for your projects(s). Page 49 of 65
2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. 3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. 4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Provide any required guidelines for the use of Your brand(s). 6. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 7. Contact Oracle s project manager to request and schedule the performance of Services within the Professional Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. 8. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. 9. Complete and return to Oracle an Oracle Campaign Request Form ( CRF ) for each campaign or SMS request. 10. Complete and return to Oracle an Oracle Business Requirements Document ( BRD ) for each Program, Display, Push, Form, Landing Page, Cloud Connectors, Components and Connect Job request. 11. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely. 3. Any documents provided by Oracle will be in Microsoft Office format. 4. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 5. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. 6. Unless otherwise expressly agreed to by You and Oracle in writing, Oracle will not perform more than twenty-five (25) hours of Services in any month during the Professional Services Period. Page 50 of 65
7. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Oracle Eloqua Campaign Standard Services Part #B86868 1. Description of Services. Oracle will make available to You during the Professional Services Period (as defined below), the quantity of hours identified in Your order to assist you with your Oracle Marketing Cloud Eloqua product ( Eloqua ). Such assistance may include the following activities ( In-Scope Tasks ): A. Campaign Tasks. 1. Create, test, modify, launch, schedule, review and/or provide recommendations to You for any of the following Eloqua features ( In Scope Features ): a. Eloqua Campaign, b. Eloqua Features, and/or c. Eloqua Landing Pages; 2. Perform a manual data-import of Your data files that do not require supplemental data processing; 3. Create a filter using Eloqua Filter Designer; 4. Create and implement a strategic proof-of-concept ( POC ); and/or 5. Remotely attend meetings that You schedule related to the In Scope Tasks. B. Project Management Tasks. 1. Provide point of contact for Your project(s). 2. Provide coordination of the project progress including change requests. 3. Assist in coordinating the scoping of new projects, if applicable. 4. Plan and budget Oracle resources for Your project(s), as approved by You. 5. Provide project status reports. 6. Create and manage project schedules, including dependencies and key milestones. 7. Coordinate status meetings with key stakeholders (both yours and Oracle). 8. Provide recommendations on how to use Your OMC applications and the features licensed for your projects(s). 2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. Page 51 of 65
3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. 4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Provide any required guidelines for the use of Your brand(s). 6. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 7. Contact Oracle s project manager to request and schedule the performance of Services within the Professional Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. 8. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. 9. Complete and return to Oracle an Oracle Campaign Request Form ( CRF ) for each campaign or SMS request. 10. Complete and return to Oracle an Oracle Business Requirements Document ( BRD ) for each Program, Display, Push, Form, Landing Page, Cloud Connectors, Components and Connect Job request. 11. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely. 3. Any documents provided by Oracle will be in Microsoft Office format. 4. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 5. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. 6. Unless otherwise expressly agreed to by You and Oracle in writing, Oracle will not perform more than twenty-five (25) hours of Services in any month during the Professional Services Period. 7. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Page 52 of 65
Oracle Eloqua Program Management Premium Services Part #B86874 1. Description of Services. Oracle will make available to You during the Professional Services Period (as defined below), the quantity of hours identified in your order to assist you with your Oracle Marketing Cloud Eloqua product ( Eloqua ). Such assistance may include any of the following tasks ( In Scope Tasks ): A. Program Management Tasks. 1. Create a document that includes the progress of Your OMC engagements ( OMC Project Roadmap ); and/or 2. Conduct a webinar meeting that may be attended by up to twenty (20) of Your participants to review Your OMC Project Roadmap. B. Project Management Tasks. 1. Provide point of contact for Your project. 2. Provide coordination of the project progress including change requests. 3. Assist in coordinating the scoping of new projects, if applicable. 4. Plan and budget Oracle resources for Your project, as approved by You. 5. Provide project status reports. 6. Create and manage project schedules, including dependencies and key milestones. 7. Coordinate status meetings with key stakeholders (both yours and Oracle). 8. Provide recommendations on how to use Eloqua and the features licensed for your project. 2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. 3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. 4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 6. Contact Oracle s project manager to request and schedule the performance of Services within the Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. Page 53 of 65
7. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. 8. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 9. Ensure you have at least two (2) OMC engagements for which you require coordination. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely. 3. The Services will be performed from Monday to Friday during business hours mutually agreed to by You and Oracle. 4. The Services will use Standard* functionality (* Standard is defined as that functionality contained within the product documentation). 5. Any documents provided by Oracle will be in Microsoft Office format. 6. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 7. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. 8. Unless otherwise expressly agreed to by You and Oracle in writing, Oracle will not perform more than twenty-five (25) hours of Services in any month during the Professional Services Period. 9. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 10. You understand and acknowledge that Oracle shall only assist you for up to the quantity of hours identified in Your order and that Oracle is not obligated to continue assisting you beyond that quantity of hours. 4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Oracle Eloqua Program Management Standard Services Part #B86877 1. Description of Services. Oracle will make available to You during the Professional Services Period (as defined below), the quantity of hours identified in your order to assist you with your Oracle Marketing Cloud Eloqua product ( Eloqua ). Such assistance may include any of the following tasks ( In Scope Tasks ): A. Program Management Tasks. 1. Create a document that includes the progress of Your OMC engagements ( OMC Project Roadmap ); and/or Page 54 of 65
2. Conduct a webinar meeting that may be attended by up to twenty (20) of Your participants to review with You the OMC Project Roadmap. B. Project Management Tasks. 1. Provide point of contact for Your project. 2. Provide coordination of the project progress including change requests. 3. Assist in coordinating the scoping of new projects, if applicable. 4. Plan and budget Oracle resources for Your project, as approved by You. 5. Provide project status reports. 6. Create and manage project schedules, including dependencies and key milestones. 7. Coordinate status meetings with key stakeholders (both yours and Oracle). 8. Provide recommendations on how to use Eloqua and the features licensed for your project. 2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. 3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. 4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 6. Contact Oracle s project manager to request and schedule the performance of Services within the Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. 7. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. 8. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 9. Ensure you have at least two (2) OMC engagements for which you require coordination. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely. 3. The Services will be performed from Monday to Friday during business hours mutually agreed to by You and Oracle. Page 55 of 65
4. The Services will use Standard* functionality (* Standard is defined as that functionality contained within the product documentation). 5. Any documents provided by Oracle will be in Microsoft Office format. 6. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 7. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. 8. Unless otherwise expressly agreed to by You and Oracle in writing, Oracle will not perform more than twenty-five (25) hours of Services in any month during the Professional Services Period. 9. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 10. You understand and acknowledge that Oracle shall only assist you for up to the quantity of hours identified in Your order and that Oracle is not obligated to continue assisting you beyond that quantity of hours. 4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Oracle Eloqua Technical Services Part #B86880 1. Description of Services. Oracle will make available to You during the Professional Services Period (as defined below), the quantity of hours identified in your order to assist you with your Oracle Marketing Cloud Eloqua product ( Eloqua ). Such assistance may include any of the following tasks ( In Scope Tasks ): A. Technical Services Activities. 1. Perform data scoping activities; 2. Assist You with the configuration and/or building of Your: a. Client relationship management ( CRM ) data transfer, b. Campaigns, audience filters, segments and/or programs, c. Custom Data Objects, d. Closed Loop Reporting, e. Lead Scoring Model, and/or f. Lead Nurturing Campaign; 3. Assist with Your Eloqua database maintenance; 4. Conduct a webinar meeting that may be attended by up to twenty (20) of Your participants to: a. Perform Eloqua user interface ( UI ) end user training, b. Review with You the In Scope Tasks; and/or c. Discuss Your Eloqua campaign strategy, design and maintenance, audience selection and analysis and programmatic operational execution; and/or 5. Provide assistance to address Eloqua issues identified by You; Page 56 of 65
B. Project Management Tasks. 1. Provide point of contact for Your project(s). 2. Provide coordination of the project progress including change requests. 3. Assist in coordinating the scoping of new projects, if applicable. 4. Plan and budget Oracle resources for Your project(s), as approved by You. 5. Provide project status reports. 6. Create and manage project schedules, including dependencies and key milestones. 7. Coordinate status meetings with key stakeholders (both yours and Oracle). 8. Provide recommendations on how to use Your OMC applications and the features licensed for your projects(s). 2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. 3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. 4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 6. Contact Oracle s project manager to request and schedule the performance of Services within the Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. 7. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. 8. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely. 3. The Services will be performed from Monday to Friday during business hours mutually agreed to by You and Oracle. 4. The Services will use Standard* functionality (* Standard is defined as that functionality contained within the product documentation). 5. Any documents provided by Oracle will be in Microsoft Office format. Page 57 of 65
6. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 7. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. 8. Unless otherwise expressly agreed to by You and Oracle in writing, Oracle will not perform more than twenty-five (25) hours of Services in any month during the Professional Services Period. 9. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 10. You understand and acknowledge that Oracle shall only assist you for up to the quantity of hours identified in Your order and that Oracle is not obligated to continue assisting you beyond that quantity of hours. 4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Oracle Eloqua Strategy Premium Services Remote (EMEA Only) Part #B87151 1. Description of Services. Oracle will make available to You during the Professional Services Period (as defined below), the quantity of Strategic Premium hours identified in Your order to assist you with your Oracle Eloqua platform ( Eloqua ). Such assistance may include any of the following activities ( In-Scope Tasks ): A. Strategic Tasks. 1. Conduct competitive analysis on your Short Message Service ( SMS ), push and/or email program(s); 2. Assist You with campaign strategies to address your business goals as provided by You; 3. Review campaign results and provide recommendations; 4. Create a document containing a multivariate or multi-stage testing plan, including A/B test plans, and provide statistical results of outcome of implemented tests ( Test Plan ); 5. Create customer segmentation recommendations; 6. Design multi-channel (Email, Push and/or SMS), multi-touch lifecycle programs and contact strategies; 7. Conduct data analyses to determine Your audience and campaign performance trends; and/or 8. Attend scheduled meetings related to the In Scope Tasks remotely. B. Project Administration Tasks. 1. Assist in coordinating the scoping of new projects, if applicable. 2. Plan and budget Oracle resources for Your project(s), as approved by You. 3. Provide project status reports. 4. Coordinate status meetings with key stakeholders (both yours and Oracle). 2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than Page 58 of 65
the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. 3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. 4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Provide any required guidelines for the use of Your brand(s). 6. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 7. Contact Oracle s project manager to request and schedule the performance of Services within the Professional Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. 8. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. 9. Ensure Your necessary stakeholders are available as requested by Oracle. 10. Provide campaign performance data as requested by Oracle. 11. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely. 3. Any documents provided by Oracle will be in Microsoft Office format. 4. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 5. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. 6. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 7. Out of Scope. The following activities are not within the scope of Services of this order: a. Campaign Services, including email content production work related to lifecycle marketing programs or campaigns (HTML coding, Interact Program set-up, Interact Insight benchmark development, etc.); b. Creative Services development, including copywriting and graphic design; c. Technical Services, including in-depth email deliverability analysis and recommendations, website changes, such as changes to Your Website(s) or Eloqua-hosted Web pages or forms; and/or d. Performance testing and tuning. Page 59 of 65
4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Oracle Eloqua Strategy Premium Services Onsite (EMEA Only) Part #B87152 1. Description of Services. Oracle will make available to You during the Professional Services Period (as defined below), the quantity of Strategic Premium hours identified in Your order to assist you with your Oracle Eloqua platform ( Eloqua ). Such assistance may include any of the following activities ( In-Scope Tasks ): A. Strategic Tasks. 1. Conduct competitive analysis on your Short Message Service ( SMS ), push and/or email program(s); 2. Assist You with campaign strategies to address your business goals as provided by You; 3. Review campaign results and provide recommendations; 4. Create a document containing a multivariate or multi-stage testing plan, including A/B test plans, and provide statistical results of outcome of implemented tests ( Test Plan ); 5. Create customer segmentation recommendations; 6. Design multi-channel (Email, Push and/or SMS), multi-touch lifecycle programs and contact strategies; 7. Conduct data analyses to determine Your audience and campaign performance trends; and/or 8. Attend scheduled meetings related to the In Scope Tasks remotely and/or onsite. B. Project Administration Tasks. 1. Assist in coordinating the scoping of new projects, if applicable. 2. Plan and budget Oracle resources for Your project(s), as approved by You. 3. Provide project status reports. 4. Coordinate status meetings with key stakeholders (both yours and Oracle). 2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. 3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. Page 60 of 65
4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Provide any required guidelines for the use of Your brand(s). 6. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 7. Contact Oracle s project manager to request and schedule the performance of Services within the Professional Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. 8. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. 9. Ensure Your necessary stakeholders are available as requested by Oracle. 10. Provide campaign performance data as requested by Oracle. 11. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely and/or onsite. 3. Any documents provided by Oracle will be in Microsoft Office format. 4. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 5. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. 6. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 7. Out of Scope. The following activities are not within the scope of Services of this order: a. Campaign Services, including email content production work related to lifecycle marketing programs or campaigns (HTML coding, Interact Program set-up, Interact Insight benchmark development, etc.); b. Creative Services development, including copywriting and graphic design; c. Technical Services, including in-depth email deliverability analysis and recommendations, website changes, such as changes to Your Website(s) or Eloqua-hosted Web pages or forms; and/or d. Performance testing and tuning. 4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Oracle Eloqua Strategy Standard Services Remote (EMEA Only) Part #B87153 Page 61 of 65
1. Description of Services. Oracle will make available to You during the Professional Services Period (as defined below), the quantity of Strategic Standard hours identified in Your order to assist you with your Oracle Eloqua platform ( Eloqua ). Such assistance may include any of the following activities ( In-Scope Tasks ): A. Strategic Tasks. 1. Conduct competitive analysis on your Short Message Service ( SMS ), push and/or email program(s); 2. Assist You with campaign strategies to address your business goals as provided by You; 3. Review campaign results and provide recommendations; 4. Create a document containing a multivariate or multi-stage testing plan, including A/B test plans, and provide statistical results of outcome of implemented tests ( Test Plan ); 5. Create customer segmentation recommendations; 6. Design multi-channel (Email, Push and/or SMS), multi-touch lifecycle programs and contact strategies; 7. Conduct data analyses to determine Your audience and campaign performance trends; and/or 8. Attend scheduled meetings related to the In Scope Tasks remotely. B. Project Administration Tasks. 1. Assist in coordinating the scoping of new projects, if applicable. 2. Plan and budget Oracle resources for Your project(s), as approved by You. 3. Provide project status reports. 4. Coordinate status meetings with key stakeholders (both yours and Oracle). 2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. 3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. 4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Provide any required guidelines for the use of Your brand(s). 6. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 7. Contact Oracle s project manager to request and schedule the performance of Services within the Professional Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. 8. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. Page 62 of 65
9. Ensure Your necessary stakeholders are available as requested by Oracle. 10. Provide campaign performance data as requested by Oracle. 11. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely. 3. Any documents provided by Oracle will be in Microsoft Office format. 4. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 5. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. 6. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 7. Out of Scope. The following activities are not within the scope of Services of this order: a. Campaign Services, including email content production work related to lifecycle marketing programs or campaigns (HTML coding, Interact Program set-up, Interact Insight benchmark development, etc.); b. Creative Services development, including copywriting and graphic design; c. Technical Services, including in-depth email deliverability analysis and recommendations, website changes, such as changes to Your Website(s) or Eloqua-hosted Web pages or forms; and/or d. Performance testing and tuning. 4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Oracle Eloqua Strategy Standard Services Onsite (EMEA Only) Part #B87154 1. Description of Services. Oracle will make available to You during the Professional Services Period(as defined below), the quantity of Strategic Standard hours identified in Your order to assist you with your Oracle Eloqua platform ( Eloqua ). Such assistance may include any of the following activities ( In-Scope Tasks ): A. Strategic Tasks. 1. Conduct competitive analysis on your Short Message Service ( SMS ), push and/or email program(s); 2. Assist You with campaign strategies to address your business goals as provided by You; 3. Review campaign results and provide recommendations; 4. Create a document containing a multivariate or multi-stage testing plan, including A/B test plans, and provide statistical results of outcome of implemented tests ( Test Plan ); 5. Create customer segmentation recommendations; 6. Design multi-channel (Email, Push and/or SMS), multi-touch lifecycle programs and contact strategies; 7. Conduct data analyses to determine Your audience and campaign performance trends; and/or 8. Attend scheduled meetings related to the In Scope Tasks remotely and/or onsite. Page 63 of 65
B. Project Administration Tasks. 1. Assist in coordinating the scoping of new projects, if applicable. 2. Plan and budget Oracle resources for Your project(s), as approved by You. 3. Provide project status reports. 4. Coordinate status meetings with key stakeholders (both yours and Oracle). 2. Unused Services. The Services must be used within six (6) months from the signature date of the ordering document ( Professional Services Period ). Any portion of the 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 portion of the Services. You may not apply any portion of unused Services or fees paid, for any Services other than the Services stated in this order. In order for Oracle to provide Services to You after the Professional Services Period, Oracle and You shall mutually agree, in writing, under a separate ordering document and order, to the terms and fees for such Services. 3. Your Obligations and Project Assumptions. In addition to the obligations and assumptions stated in Your order, You 1. Obtain Cloud Services under separate contract prior to the commencement of Services under this order and maintain such Cloud Services for the duration of the Services provided under this order. 2. Provide any notices, and obtain any consents, required for Oracle to perform Services. 3. Limit Oracle s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services. 4. If while performing Services Oracle requires access to other vendor s products that are part of Your system, You will be responsible for acquiring all such products and the appropriate license rights necessary for Oracle to access such products on Your behalf. 5. Provide any required guidelines for the use of Your brand(s). 6. Ensure Your tasks are completed in the timeframe as mutually agreed upon. 7. Contact Oracle s project manager to request and schedule the performance of Services within the Professional Services Period, which Services will be scheduled at a date and time mutually agreed to by the project managers. 8. You agree to make reasonable efforts to limit Oracle s access to personal data to the minimum necessary to accomplish the intended purposes. You acknowledge that You are solely responsible for providing any required notices and obtaining any required consents for the processing or transfers of personal data. You acknowledge that Oracle may provide the Services from Oracle s global locations. 9. Ensure Your necessary stakeholders are available as requested by Oracle. 10. Provide campaign performance data as requested by Oracle. 11. Provide Oracle with no fewer than five (5) days notice for any scheduled meetings. 1. All Services will be delivered in English unless You and Oracle mutually agree to perform Services in another language. 2. All Services will be performed by Oracle remotely and/or onsite. 3. Any documents provided by Oracle will be in Microsoft Office format. 4. Any document or output provided by Oracle will be based on Oracle templates (Content and Format). 5. Any timelines or expected completion dates discussed with You are estimated dates and are intended for planning purposes only. As such Oracle does not guarantee that any such timelines or expected completion dates will be met and failure to meet such timelines shall not constitute a breach of contract or abrogate Your obligation to pay for Services performed. Page 64 of 65
6. Capitalized terms not defined in the agreement or this order shall refer to named functionality and activities within the applicable Cloud Services, as described in more detail within the Oracle Program documentation. 7. Out of Scope. The following activities are not within the scope of Services of this order: a. Campaign Services, including email content production work related to lifecycle marketing programs or campaigns (HTML coding, Interact Program set-up, Interact Insight benchmark development, etc.); b. Creative Services development, including copywriting and graphic design; and/or c. Technical Services, including in-depth email deliverability analysis and recommendations, website changes, such as changes to Your Website(s) or Eloqua-hosted Web pages or forms; d. Performance testing and tuning. 4. Project Management. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities under this order. You and Oracle each shall direct all inquiries concerning the Services to the other party s project manager. Your project manager shall have the authority to approve Services on Your behalf. Oracle s project manager shall have the sole right to exercise direct control and supervision over the work assignments of Oracle resources. Page 65 of 65