2024 Oracle Statement of Work.pdf
PDF 85 KB Posted
- Attached to
- Oracle Software Support Licenses
- Solicitation number
- W9124J-24-Q-ORAC
About this file
This document is a Statement of Work (SOW) for Oracle software maintenance and support services. It outlines the required Premier and Extended Support services, which include software updates, fixes, security alerts, product releases, 24/7 technical support, and access to customer support systems.
The related federal contract opportunity is a pre-solicitation for Oracle software support licenses, issued by the Department of the Army Materiel Command Mission and Installation Contracting Command at Fort Sam Houston. The SOW specifies that the government will have the right to request Oracle's review of the Product Authorization Licenses (PALs) at the end of each option period to determine if the original terms and conditions allow for termination, transfer, and/or reassignment. After this review, the government can terminate, transfer, or reassign the PALs in accordance with the original terms and conditions.
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Other files
| File | Type | Posted |
|---|---|---|
| 2024 Oracle Bill of Materials .xlsx | XLSX spreadsheet | |
| W9124J-24-Q-ORAC SSN Q and A.xlsx | XLSX spreadsheet | |
| Sources Sought Notice (SSN) - W9124J-24-Q-ORAC (Final).pdf |
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Text version
G-9 Oracle Maintenance Support Renewal Statement of Work
Provide full Premier Support in Microsoft Azure Cloud to include:
Premier Support: Software Update License & Support Program releases in the Premier Support phase of Oracle's product support lifecycle will receive Software Update License & Support. Software Update License & Support consists of:
o Program updates, fixes, security alerts, and critical patch updates.
o Tax, legal, and regulatory updates.
o Upgrade scripts.
o Certification with most new third-party products/versions.
o Major product and technology releases, which includes general maintenance releases, selected functionality releases, and documentation updates.
o Assistance with service requests 24 hours per day, 7 days a week.
o Access to My Oracle Support or MySQL Customer Support Center (24 x 7 web-based customer support systems), including the ability to log service requests online, unless stated otherwise.
o Non-technical customer service during normal business hours. For MySQL programs, web-based support is provided through MySQL Customer Support Center. All other Oracle program web-based support is provided through My Oracle Support.
Extended Support: Extended Support may be required for customers who wish to maintain an older version of the PALs during the process of upgrading to the latest version, extended Premier Support shall be offered. Extended Support shall not exceed a flat lined percentage rate of 5%. The Extended Software Update License & Support consists of:
o Program updates, fixes, security alerts, and critical patch updates o Tax, legal and regulatory updates o Upgrade scripts o Major product and technology releases, if and when made available at Oracle's discretion, which may include general maintenance releases, selected functionality releases and documentation updates o Assistance with service requests 24 hours per day, 7 days per week o Access to the customer support systems specified in the Web-Based Customer
Support Systems section below (24 x 7 web-based customer support systems), including the ability to log service requests online, unless stated otherwise.
o Access to Platinum Services as described at o http://www.oracle.com/us/support/library o Non-technical customer service during normal business hours
The Government will have the right to request Oracles review of PALs at the end of each option period to determine if the original terms and conditions allow for termination, transfer and/or reassignment. After review of the original terms and conditions, the Government will have the right to terminate, transfer and/or reassign in accordance with the original terms and conditions of the PAL product(s) going into the following option period.
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