G-Cloud Service Definition Atos Oracle Business Intelligence Implementation Services SCS
Atos Oracle Business Intelligence Implementation Services SCS Implementation services to deliver robust, scalable Cloud computing and consumptionbased reporting and dashboarding solutions that bring reliable information, innovation and agility to public service delivery. Benefits Atos Oracle Business Intelligence Implementation Services Oracle Business Intelligence provides core strategic and management reporting for enterprises across many industries and sectors. It leads the way in helping organizations gain more insight, across more data, and drive better outcomes in every aspect of their business. Oracle Business Intelligence helps in transforming large volumes of raw data into information that can be used by business users to measure the organisations performance against KPIs. The benefits to the customer of implementing an Oracle Business Intelligence solution are: Fact-based decisions Oracle Business Intelligence analyses and transforms raw data into facts, which are delivered by easy to understand reports and dashboards. Thus, the customer is provided with a single version of the truth to facilitate better and more informed decision making Improved Agility Enables the customer by providing descriptive analytics to transform the organisation and fine tune their business processes based on accurate and up to date information Aligned A single reporting solution across the customer s organization ensures all the business units are aligned with the enterprise Rapid Innovation A reusable software platform that provides a shortened timescale for producing new products and services Simple to use The Oracle Business Intelligence solution can be accessed through a web interface, giving users a familiar platform to work on. The system is intuitive and allows users to create or update reports and dashboards without any programming skills. This tool is designed for Business experts to obtain the information they need themselves without relying on developers or Business Intelligence product specialists Proven technology Atos has implemented Oracle Business Intelligence solutions across a number of customers and sectors, helping to deliver greater operational efficiency Secure The Oracle Business Intelligence solution can be hosted on Atos Secure servers. Front-end access is provided through an HTTPS secured connection and the solution can be implemented using a variety of security levels such as Role-based, Levelbased, Data-based and Object-based Scalable Oracle Business Intelligence is capable of processing large volumes of data and provide accurate information. Oracle Business Intelligence can be commisioned at the optimum performance by Atos for customer on the cloud or on-premise. ii
Service summary Atos is an Oracle Platinum Partner with many years of experience in implementing Oracle products. Atos has developed Oracle Business Intelligence Implementation Services to cater for customers reporting/dashboarding needs. The Oracle Business Intelligence Applications solution can be implemented on premise or in the Atos cloud platforms, and leverages the market leading Atos Canopy cloud solution to offer a cloudbased service that can provide all or some of the following elements: Applications Management Implementation Services, including: OBIEE Consultancy OBIA Consultancy [Details covered in Atos Oracle Business Intelligence Applications offering] Business Intelligence Applications customisations consultancy [details covered in Atos Oracle Business Intelligence Applications offering] Installation Data Management Project and Programme Management Technical Integration. This service has been designed to be delivered agnostic of the underlying platform, and is suitable therefore for consumption by customers currently deploying public cloud, private cloud, hybrid cloud or dedicated infrastructure configurations, and by those moving towards a more cloud-based deployment. What makes us unique? Atos can bring 15+ years of Business Intelligence development and implementation experience, along with highly trained, certified and security cleared consultants who will be with the customer throughout the entire lifecycle, from on-boarding through implementation and into handover to Support. Our Oracle Business Intelligence implementation solutions can be deployed using the Atos cloud solutions or at the customer s own premises. Atos also provides the more traditional on premise support if the Customers already have or wish to have the Oracle Business Intelligence Applications hosted on their own hardware, or on Atos sites. What s included Atos and the customer can agree the scope of the Oracle Business Intelligence project depending on the current customer reporting situation: Basic Solution Vanilla Oracle Business Intelligence solution delivered by Atos. This includes Oracle Business Intelligence installed, configured, with data fed in from the ERP system and the agreed reports delivered. This will deliver a standard, easy to use and extendible reporting solution Oracle Business Intelligence Customisations from ERP - As part of the Oracle Business Intelligence project, Atos can agree and deliver customised fields and reports on top of the basic solution. This allows the customer to tailor the Business iii
Intelligence solution to meet their needs. The project delivery will include all the elements from the basic solution along with the agreed customised fields and reports Oracle Business Intelligence customisations from non-erp sources Atos can deliver reporting from multiple source systems, both ERP like Oracle Fusion and non-erp such as spreadsheets depending on customer requirements. The project delivery will include all the elements from the basic solution along with data loaded into the Business Intelligence datawarehouse from both ERP and non-erp sources, common Enterprise information model and the customised reports. How this service can be used The service Atos provides will be aligned to the vision and strategy of the customer towards managing their business information with the help of a world-class Business Intelligence platform. The Customer can use Atos service in a number of situations, including: 1. First time implementation of Oracle Business Intelligence 2. Moving Oracle Business Intelligence into the cloud 3. Extending Business Intelligence capabilities 4. Oracle Business Intelligence as the single strategic reporting platform. First time Implementation of Oracle Business Intelligence - If the Customer is new to the Oracle Business Intelligence solutions, then Atos can provide wrap around services to get the application up and running and ready for configuration. Additional components or extensions can be added on in the agreed timelines to make Oracle Business Intelligence a comprehensive, standardised reporting solution across the customer s various departments. Atos will provide end-user training sessions to improve the adaptability of the product and facilitate the business change. Moving Oracle Business Intelligence to the cloud If the Customer has been using Oracle s Business Intelligence products, but would like to migrate to the cloud, then Atos can provide the technical services to smoothly transition the application over a short period of time with an end result that should be transparent to the end-users. This enables improvements in the management and maintenance of the product set. Extending Business Intelligence Capabilities Many users of the Oracle Business Intelligence Product suite start off by using a small portion of the products capabilities, typically by implementing a reporting solution tailored to a particular scenario or a particular department (e.g.: Service Desk management, Financial statements, Financial KPI s etc.). Atos can provide services that optimise the customer s use of the Oracle Business Intelligence Products, making sure that business requirements are met and the product is fully utilised. These services are available in the Cloud, On Demand or on-premise. Oracle Business Intelligence as the single strategic reporting platform - Oracle Business Intelligence products seamlessly integrates to multiple data sources such as Microsoft SQL server, Excel files, SAP etc., not just Oracle E-Business Suite or Siebel. When the customer s solution matures, and if a strategic decision is taken that Oracle Business Intelligence product set will become the single platform of reporting across the business, Atos has extensive experience in providing consultancy and developers to help manage this change. Standardisation of the reporting solution across the enterprise will reduce the maintenance costs, increase user acceptance and substantiate the core behind Business Intelligence, A single version of the truth. iv
Who can benefit The CIO benefits as there is a cost reduction in the management of disparate reporting systems, often producing incorrect information. The reporting solution is standardised, thus increasing user adoption and productivity. For example, Atos recently implemented an Oracle Business Intelligence HR analytics solution for a health services provider who had a number of disparate legacy reporting systems. The solution helped the customer better manage key information such as work assignments, payroll and sickness absence by provision of accurate and timely reporting across the workforce. The CFO benefits from faster, reliable month-end and year-end financial accounting processes. Atos implemented Oracle Financial and Procurement analytics for an airport authority where the staff used PCARDs for business expenses. These PCARD transactions were almost unaccounted for, so Atos helped the client streamline and manage their PCARD expenses by efficient reporting and KPI management, thus aligning PCARD expenses within the overall budget. The organisation benefits from having more efficient processing for the business processes with the ability to rapidly deploy new business processes as the need arises. The organisation s customers benefit by dealing with a customer centric, efficient, lean organisation that gets its business activities right first time rather than being constrained by broken or inefficient internal processes. v
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Contents 1. Introduction... 1 1.1 Service summary... 1 2. Service Overview... 2 2.1 Oracle Business Intelligence Enterprise Edition consultancy... 3 2.2 Technical Integration using Informatica and DAC... 3 2.3 Technical Integration using Oracle Data Integrator [ODI]... 3 2.4 Oracle Business Intelligence Installation... 3 2.5 Data Quality Management... 4 2.6 Product Lifecycle Management... 4 2.7 Security consultancy... 4 2.8 Business Intelligence Competency Centre Consultancy... 4 2.9 Business Intelligence Project and Programme Management... 5 2.10 Hardware provision... 5 3. Contractual commitment... 6 4. Backup/restore and disaster recovery... 7 5. On-boarding and off-boarding... 8 5.1 On-boarding... 8 5.2 Off-boarding... 9 6. Pricing... 10 7. Service management... 11 8. Service constraints... 12 9. Service levels... 13 10. Financial recompense... 14 11. Training... 15 12. Ordering and invoicing process... 16 13. Termination terms... 17 13.1 By consumers (i.e. consumption)... 17 13.2 By the Supplier (removal of the G-Cloud Service)... 17 14. Data restoration / service migration... 18 15. Consumer responsibilities... 19 16. Technical requirements... 20 vii
1. Introduction Atos provides a comprehensive portfolio of services designed to help organisations drive value from their investment in Oracle applications. Atos Oracle Business Intelligence Implementation Services is one of these services. Atos has implemented and supported Oracle solutions for over 25 years, delivering cost effective solutions across all sectors from Global private sector implementations in EMEA, the Americas and Asia, to public sector organisations and smaller private sector companies. Atos has over 1,500 trained Oracle professionals to call on as needed and Atos accredited staff ensure that Atos are an Oracle Platinum Partner. Atos capabilities are recognised by Atos customers both at the Oracle user awards and through Atos retention rates. Atos has high retention rate across many clients for whom we have delivered Oracle Business Intelligence both on Project and support contracts. As Business Technologists, Atos continues to provide new services to help organisations take advantage of advances both in the Oracle products and available platforms. Supported platforms include on-premise, cloud (private or public) or combined hybrid. Atos Oracle Deployment and Applications Support methodologies underpin Atos commitment to building and supporting right fit solutions for Atos clients. 1.1 Service summary Atos provides services to implement Oracle Business Intelligence which consists of products to provide the customer with reports, dashboards, scorecards and KPI management solutions. The customer can choose to implement all or any one of the solutions within the Oracle Business Intelligence product set. Atos can advise which product set to go for after analysing the customers reporting requirements, current maturity of reporting products within the organisation and the Business Intelligence strategy. This service has been designed to be delivered agnostic of the underlying platform, and is suitable therefore for consumption by customers currently deploying public cloud, private cloud, hybrid cloud or dedicated infrastructure configurations, and by those moving towards a more cloud-based deployment. 1
2. Service Overview Atos has many years of implementation expertise across the entire Oracle Business Intelligence product set and the ability to tailor solutions to the customer s business need. Atos will analyse the customer s current reporting needs and suggest which Oracle Business Intelligence solutions the customer should implement first. The following table provides an illustration. Customer Situation Start small and develop further. Immediate reporting need is for a few backoffice reporting systems such as HR, Financials, Procurement and Spend, etc. Has Oracle ERP systems or is implementing Oracle ERP. Need to have a reporting solution in place within the next few weeks. Need to consolidate multiple reporting systems. Custom Data Warehouse solution is needed for transactional systems to improve reporting performance Potential Oracle Business Intelligence Product set Oracle Business Intelligence Applications Oracle Business Intelligence Enterprise Edition (OBIEE) Sources include both Oracle ERP and legacy systems. Both OBIEE and Business Intelligence Applications Predominantly Oracle solutions are implemented across the customer Organisation and data migration needs to happen only from Oracle sources. Use Oracle Data Integrator as the integration option. The transactional and reporting solutions in the client are diverse, both Oracle and non- Oracle. Data migration needs to happen both from Oracle and non-oracle sources including spreadsheets. Use Informatica as the integration option. Atos services for Oracle Business Intelligence Applications are covered in a separate GCloud offering Atos Oracle Business Intelligence Applications Implementation Services. The following services can be provided through the Atos Oracle Business Intelligence Implementation Services: Oracle Business Intelligence Enterprise Edition consultancy Technical Integration using Informatica and Data warehouse Administration Console [DAC] Technical Integration using Oracle Data Integrator [ODI] Oracle Business Intelligence Installation Data Quality Management 2
Product Lifecycle management Security consultancy Business Intelligence Competency Centre consultancy Business Intelligence Project and Program Management. These services are described in the following sections. 2.1 Oracle Business Intelligence Enterprise Edition consultancy Atos provides Oracle Business Intelligence Enterprise Edition consultancy to: Ensure the Customer has a reporting system that provides the information needed for successful management of the business Form a high performance, reliable reporting application Provide scalability options to manage the demand for the usage of the product Provide a common Enterprise Information module through OBIEE, where all the source data for reporting is modelled, thus ensuring a Single version of the truth. The information can be consumed by the customer either as reports or dashboards or queries or scorecards in either their computers or their module devices using a Web portal. Using OBIEE, Atos has delivered property analytics for one of the largest Airport Authorities in the UK to manage their buildings, leases, tenants and rent. 2.2 Technical Integration using Informatica and DAC Oracle Business Intelligence has traditionally used Informatica as the data integration option; Atos has expert consultants in this technology. Informatica can be used to move data between ERP systems such as Oracle Fusion or E-Business Suite and Siebel CRM and the Oracle Business Intelligence Data warehouse. It can also be used to migrate data from legacy systems or third-party systems. Atos will provide consultancy advice on the best approach to take on data migration and management. Atos have experienced business technologists who can translate the customer s data migration requirements into Atos on-shore or offshore developments, and will ensure the technical solution matches the customer s business requirements. 2.3 Technical Integration using Oracle Data Integrator [ODI] Oracle is positioning Oracle Data Integrator as its preferred integration option, and is in the process of streamlining its ODI tool with OBIEE. Atos can provide consultancy to deliver Oracle Business Intelligence using ODI as the data integration option, if the Customer already has ODI in their portfolio. Atos can also use the power of ODI to do efficient backups and migration. 2.4 Oracle Business Intelligence Installation Atos prides itself on providing highly skilled technical expertise to install complex, Enterprise wide solutions. Atos has a proven track record of delivering systems hosted either in the cloud or on a Customer site. As a part of Atos development and testing cycles, performance testing becomes the core to make sure the system can handle the load at peak times. 3
2.5 Data Quality Management While Oracle Business Intelligence can deliver efficient reporting that will help manage KPI s and reporting effectively, it is critical that the data input into the reporting system is of high quality, as incorrect data in the source will only result in incorrect information being reported. Atos consultants can analyse and cleanse the source data and create exception based reports/dashboards to help manage data quality. 2.6 Product Lifecycle Management The Oracle product set is upgraded constantly, both at the source system level and the reporting solution level. Atos highly experienced Business Intelligence consultants will be able to provide the Customer with a short/medium/long term plan across the solution set [ERP/Business Intelligence/SOA, etc.] so that the organisation becomes agile in meeting ever-changing requirements. The reporting and forecasting cycle goes hand-in-hand, and Atos consultants can analyse and determine which reporting solutions the Customer should invest in, and when. 2.7 Security consultancy The database which hosts all the critical, aggregated data behind the Oracle Business Intelligence reporting solution contains highly sensitive information such as Employee Information, Payroll information, Budgets, Spend, Actuals to Targets, etc. Securing this information is therefore a critical part of any Atos Oracle Business Intelligence project Depending on the customer s business model, Atos consultants can advise on which of the type of security model(s) which can be implemented. The common security models available in Oracle Business Intelligence are Business Group Ledger Operating unit Company Line Manager Supervisor hierarchy Object level Data level. 2.8 Business Intelligence Competency Centre Consultancy Atos consultants can help the customer formulate a Business Intelligence Competency Centre using a combined team of customer subject matter experts and Atos consultants. The Business Intelligence Competency Centre will become the decision making authority for all reporting and dashboarding based decisions. A Business Intelligence Competency Centre provides a formalised, mature way to manage reporting requirements and achieve operational efficiency. 4
2.9 Business Intelligence Project and Programme Management Business Intelligence Project management covers a wide range of activities, and the Customer can choose which activities to retain in-house and which to source from Atos. Key activities include: Management of Business Requirements Analysis Management of Business Case Creation Management of Application design and build Management if testing activities Project implementation management Change Management. 2.10 Hardware provision Atos is a market leader in cloud hosting and is able to provide a range of hosting services if the Customer wishes to implement one or more of the Oracle Business Intelligence products in the cloud. Atos can offer infrastructure and platform cloud services as described in http://govstore.service.gov.uk/cloudstore/atos-shared-hosting-iaas And http://govstore.service.gov.uk/cloudstore/atos-shared-hosting-paas 5
3. Contractual commitment Atos is fully committed to protecting the Confidentiality, Integrity and Availability of consumer data that is entrusted to us. We provide accredited services to a wide range of UK government departments including the Home Office, Department of Work and Pensions, the Ministry of Defence, executive agencies, local authorities and other public sector and government regulated organisations. A number of our G-Cloud services have been formally accredited by the Pan Government Accreditor (PGA). We also serve many different private sector organisations, including financial services institutions and health services. Atos has a number of sites and facilities that are HMG accredited to process information at OFFICIAL, these sites meet or exceed the standards laid down in the Security Policy Framework (SPF). The Atos Data Centres are ISO27001 certified and PCI DSS certified. The Atos PaaS service has approval for connection to the PSN network. In all cases these facilities are hosted on-shore in the UK, managed by SC cleared staff and include secure office areas and secure data processing centres. In the financial services sector we provide services that meet FSA requirements. The PCI Security Standards Council and VISA Europe have classified Atos UK as a Level 1 Payment Services Provider, based on its aggregated level of Payment Card transactions. We have a company-wide strategic PCI DSS Compliance programme which defines methods and timescales for the achievement of compliance for all of Atos hosted customer accounts and support services, whose requirements include the processing of Payment Card information. Within the defence sector, Atos is approved to hold UK government OFFICIAL protectively marked information and has the capability and accreditation to host data and associated systems marked as SECRET or TOP SECRET. Atos uses customer networks for transmission where appropriate and is fully compliant with procedures relating to the manual handling of protectively marked information. 6
4. Backup/restore and disaster recovery Atos consultants will be able to provide disaster recovery (DR) solutions for the type of Oracle Business Intelligence solution implemented at the customer s organisation. Atos will able to provide DR solutions irrespective of whether the solution is hosted on a cloud or physically hosted on a local server. There are various ways of backup: Applications backup Business Intelligence components backup Database backup. There are five main components in an Oracle Business Intelligence solution, which need a backup: 1. Presentation catalogue - stores the reports and dashboards. 2. RPD - stores the metadata definitions 3. Informatica repository - stores the dataload definition files 4. DAC repository - stores the ETL schedule definitions 5. Security Definitions. Typically, in an Oracle Business Intelligence DR scenario, these five components are restored from Business Intelligence components backup, and a full dataload is run from the source system to populate the Oracle Business Intelligence Data warehouse, thus restoring the full functionality before system failure. 7
5. On-boarding and off-boarding Depending on the Oracle Business Intelligence implementation services to be supplied by Atos then there are flexible on-boarding and off-boarding activities. The following example is for a full implementation of the Oracle Business Intelligence product suite. 5.1 On-boarding Project Management: The first tasks will be performed by the Atos project manager and the customer counterpart where the strategic documents will be created, such as: Project and Quality Plan Implementation scope in the form of a Project initiation document Business Requirements document A typical project lifecycle of an Oracle Business Intelligence project is as follows: Installation and requirements gathering Configuration and vanilla deployment Development System Test UAT Pre-Prod Go Live. Alongside this some initial workshops can take place, such as the kick-off meeting where the Atos and customer project teams meet and are presented with the plan and scope definition. In these initial workshops, Atos can understand what the customer s key reporting requirements are, and tailor the development according to these. To achieve a rapid implementation in parallel to the project management the initial installation activities can take place, such as defining hardware and infrastructure requirements. Atos will also demo OBIEE or OBIA depending on the implementation path the customer has chosen, which will help the customer understand how Oracle Business Intelligence technologies will provide strategic and management reporting, and the demo will also provide the customer with an understanding of capabilities of Oracle Business Intelligence technologies. Atos will arrange a number of module specific show and tell sessions to showcase the capabilities of Oracle Business Intelligence as well as train the customer s power users to build their own dashboards and reports, during the development lifecycle itself. Also Atos will arrange workshops with the customers Subject Matter Experts (SMEs) to sign off the developed solution, along with User Acceptance Testing. A simple Oracle Business Intelligence solution can be deployed as quickly as 8 weeks, the specific requirements and timelines can be discussed and agreed during the requirements gathering phase. 8
5.2 Off-boarding The end of the implementation may not be the final end of this service as it may then transition into business as usual. Atos will ensure a smooth transition. Whatever the end point of the service is, Atos will have a project close down activity to ensure that all documentation is up to date and transferred to the customer s libraries. In addition a lessons learned meeting will be convened as part of Atos commitment to continuous service improvement. The documents, which Atos will hand over, are: Design documents both technical and report designs Test scripts Validation and sign off documents. Atos will make sure the knowledge transfer is complete to the customer s SME s before Atos implementation team finishes the project and roll over into support. 9
6. Pricing Atos pricing is in line with the Skills for the Information Age (SFIA) model. The team composition will depend on the specific project requirements. It will typically consist of a mix of roles of which most will be from the Solution Development and Implementation skill group. The following table illustrates how Atos resources map to the SFIA roles. Project Management Functional Developer Technical 1. Follow Junior PMO Analyst Junior Consultant Junior Developer Junior DBA 2. Assist PMO Analyst Consultant Developer DBA 3. Apply PMO Lead Consultant Developer DBA 4. Enable Junior Project Manager Senior Consultant Senior Developer Senior DBA 5. Ensure/ Advise Project Manager Solution Architect Technical Architect Technical Architect 6. Initiate/ Influence Senior Project Manager Senior Solution Architect Senior Technical Architect Senior Technical Architect 7. Set Strategy/ Inspire Programme Director Senior Solution Architect Senior Technical Architect Senior Technical Architect The Atos SFIA rate card is attached as a Supporting Document. 10
7. Service management The Atos Oracle Business Intelligence Implementation Services offering has a number of Service Management choices depending on what the customer s requirements are. Atos Service Management team will gain knowledge transfer from Atos implementation team before the end of the project to ensure a smooth transition into Support. Also, Atos SLA based resolution will make sure Atos deliver a system, which is reliable and functional. Atos service desks are ITIL accredited and in addition Atos operates an ISO9001 accredited issue management and resolution process. 11
8. Service constraints It is expected that the Atos Oracle Business Intelligence Cloud service will have a high availability with service windows being agreed with the Customer in advance. Customisation of the product is allowed and depending on the degree of customisation may result in a higher service management charge. 12
9. Service levels Service Levels are usually specific to the Customer and will be determined during the implementation process. 13
10. Financial recompense To minimise the cost to users, Atos does not provide service credits for use of the service. All Atos services are provided on a reasonable endeavours basis. Please refer to the Atos Supplier Terms. In accordance with the guidance within the CCS G-Cloud Framework Terms and Conditions, the Customer may terminate the Call-Off Agreement at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call-Off Agreement terms and conditions and the Atos Supplier Terms will define the circumstances where a refund of any pre-paid service charges may be available. 14
11. Training Atos are pleased to be able to offer a wide range of training services from formal class room based training to on line webinar type training. In addition Atos will develop training materials that elaborate on the customer s specific business process rather than a generic training based on the product only. Training material can be provided in a format suitable for usage via a Web Browser. 15
12. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the email address GCloud@atos.net. We will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, we will issue you with the necessary documentation (as required by the G-Cloud Framework) and ask you to provide us with a purchase order. Once we have received your purchase order, the services will be configured to the requirements agreed. If you are a new customer, additional new supplier forms may need to be completed. Invoices will be issued to you and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, we will also complete the mandated management information reports to Government Procurement Services detailing the spend that you have placed with us. Cabinet Office publish a summary of this monthly management information at: https://www.digitalmarketplace.service.gov.uk/ 16
13. Termination terms 13.1 By consumers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Agreement under section 10.2 of the Order Form (termination without cause) where the Crown Commercial Service (CCS) guidance states At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Agreement Atos Supplier Terms for this Service as listed on the Digital Marketplace. For this specific service, by default Atos ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the CCS G-Cloud Framework Terms and Conditions. 13.2 By the Supplier (removal of the G-Cloud Service) Atos commits to continue to provide the service for the duration of the Call-Off Agreement subject to the terms and conditions of the G-Cloud Framework, the Call-Off Agreement and the Atos Supplier Terms. 17
14. Data restoration / service migration If the Atos Cloud Service is being used and the customer wishes to terminate the service but wants to retain the data, then a database export will be provided. If this is not sufficient for the customer s requirements then a Data Restoration service is available from Atos in which the data will be migrated. 18
15. Consumer responsibilities It is expected that the customer will interact with Atos in a timely manner and will respond to requests for information or perform agreed actions within the agreed period wherever possible. It is also expected that the customer will engage in Service Delivery meetings with the Atos Service Delivery Manager. The customer needs to provide module specific SMEs, such as HR, Financials, etc. who can communicate to Atos clearly what the requirements are, agree and sign off the requirements before the development starts, so that at the end of development, the product can be signed off against clearly specified requirements. Atos Oracle Applications Consultants can be provided to support the customer SMEs in defining requirements. Also, the customer should clearly identify who the users will be after the solution goes live, so that these users can benefit from the training workshops. 19
16. Technical requirements The Oracle Business Intelligence Products can be accessed via a browser or alternatively via a Microsoft product such as Excel so there is little in the way of extra infrastructure required from the end user s perspective. If the Atos cloud services are not used and an on premise solution is used then it is expected that unless otherwise agreed the hardware required to host the Oracle Business Intelligence application and database will be provided by the Customer. Atos can help with determining the specification of the hardware to be purchased. 20
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