03 SS Confirmation Letter (1).pdf

This is a sole source confirmation letter from Oracle America, Inc. to the City of Jacksonville, Florida's Information Technologies Division regarding Oracle Advanced Customer Support Services. The letter, dated October 10, 2025, confirms Oracle's unique expertise and capabilities to provide technical support services for Oracle program licenses. Oracle is positioned as the sole source provider of technical support services, including proprietary program updates that are created exclusively by Oracle. These support services are offered to Oracle customers on an annual subscription basis. The confirmation supports the City's Technology Solutions Department request for a single source award to Oracle America, Inc. for continued managed services and support for the 1Cloud ERP system.

The letter emphasizes that Oracle, as the creator of proprietary program updates and the sole provider of technical support services, maintains comprehensive technical support policies available at its support portal. The correspondence indicates this is an annual renewal of support services for an existing system implementation, with the continued relationship being justified by Oracle's exclusive ability to provide the specialized technical updates and support necessary for the 1Cloud ERP environment. Contact information and reference materials are provided for additional details regarding Oracle's technical support service offerings and associated policies.