oracle hospitality cloud consulting service descriptions · oracle hospitality cloud consulting...

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ORACLE HOSPITALITY CLOUD CONSULTING

SERVICE DESCRIPTIONS June 14, 2018

TABLE OF CONTENTS

Service Offerings Part Number

Page

CONSULTING SERVICE OFFERINGS

ORACLE HOSPITALITY FOOD AND BEVERAGE POINT OF SALE IMPLEMENTATION CLOUD SERVICE– PER HOUR B82357 B87921 B87922

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ORACLE HOSPITALITY HOTEL DISTRIBUTION CLOUD IMPLEMENTATION AND CONFIGURATION - PER HOUR B84197 B87923 B87935

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ORACLE HOSPITALITY HOTEL DISTRIBUTION CLOUD CONSULTING SERVICE - PER HOUR B84198 B87924 B87936

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ORACLE HOSPITALITY FOOD AND BEVERAGE PROJECT MANAGEMENT CLOUD SERVICE - PER HOUR B86153 8

ORACLE HOSPITALITY HOTEL PROJECT MANAGEMENT CLOUD SERVICE - PER HOUR B86154 10

ORACLE HOSPITALITY HOTEL PROJECT CONSULTING CLOUD SERVICE - PER HOUR B86155 12

ORACLE HOSPITALITY HOTEL PMS IMPLEMENTATION AND CONFIGURATION CLOUD SERVICE – PER HOUR

B87620 B87925 B87937

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ORACLE HOSPITALITY HOTEL LIVE CUTOVER SUPPORT CLOUD SERVICE –PER HOUR

B87621 B87926 B87938

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ORACLE HOSPITALITY HOTEL NETWORK INTERFACE TECHNICAL CLOUD SERVICE – PER HOUR

B87622 B87927 B87939

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ORACLE HOSPITALITY HOTEL FOOD AND BEVERAGE POS PRE-IMPLEMENTATION CLOUD SERVICE – PER HOUR

B87623 B87928 B87940

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ORACLE HOSPITALITY HOTEL FOOD AND BEVERAGE POS IMPLEMENTATION CLOUD SERVICE – PER HOUR

B87624 B87929 B87941

22

ORACLE HOSPITALITY HOTEL FOOD AND BEVERAGE LIVE SUPPORT CLOUD SERVICE –PER HOUR

B87625 B87930 B87942

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ORACLE HOSPITALITY HOTEL FOOD AND BEVERAGE SYSTEM ADMINISTRATOR TRAINING CLOUD SERVICE – PER HOUR

B87626 B87931 B87943

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ORACLE HOSPITALITY HOTEL FOOD AND BEVERAGE END USER TRAINING CLOUD SERVICE – PER HOUR

B87627 B87932 B87944

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ORACLE HOSPITALITY HOTEL SALES AND CATERING IMPLEMENTATION AND CONFIGURATION CLOUD SERVICE - PER HOUR

B87628 B87933 B87945

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ORACLE HOSPITALITY HOTEL PROPERTY MANAGEMENT SYSTEM TRAINING CLOUD SERVICE - PER HOUR

B87629 B87934 B87946

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ORACLE HOSPITALITY FOOD AND BEVERAGE POS IMPLEMENTATION CONSULTATION AND CONFIGURATION CLOUD SERVICE - PER HOUR

B88107 B88676 B88677

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ORACLE HOSPITALITY FOOD AND BEVERAGE LIVE SUPPORT CLOUD SERVICE - PER HOUR

B88108 B88678 B88679

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ORACLE HOSPITALITY FOOD AND BEVERAGE SYSTEM ADMINISTRATOR TRAINING CLOUD SERVICE - PER HOUR

B88109 B88680 B88681

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ORACLE HOSPITALITY FOOD AND BEVERAGE END USER TRAINING CLOUD SERVICE - PER HOUR B88110 40

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B88682 B88683

ORACLE HOSPITALITY FOOD AND BEVERAGE PRE-IMPLEMENTATION CONSULTING CLOUD SERVICE - PER HOUR

B88111 B88684 B88685

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ORACLE HOSPITALITY FOOD AND BEVERAGE IMPLEMENTATION SITE INSPECTION CLOUD SERVICE - PER HOUR B88112 44

ORACLE HOSPITALITY FOOD AND BEVERAGE CONSULTING PROFESSIONAL CLOUD SERVICE - PER HOUR

B88113 B88686 B88687

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ORACLE HOSPITALITY FOOD AND BEVERAGE PROFESSIONAL SERVICES AND CONSULTING CLOUD SERVICE - PER HOUR

B88114 B88688 B88689

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ORACLE HOSPITALITY FOOD AND BEVERAGE REPORTING AND ANALYTICS CLOUD SERVICE END USER TRAINING – PER HOUR

B89769 50

ORACLE HOSPITALITY HOTEL REPORTING AND ANALYTICS CLOUD SERVICE END USER TRAINING – PER HOUR B89770 52

ORACLE HOSPITALITY FOOD AND BEVERAGE PROJECT CONSULTANT CLOUD SERVICE – PER HOUR B89771 54

ORACLE HOSPITALITY HOTEL ANALYTICS SYSTEM CONSULTING CLOUD SERVICE - PER HOUR B89807 56

ORACLE HOSPITALITY HOTEL ANALYTICS SYSTEM IMPLEMENTATION AND CONFIGURATION CLOUD SERVICE - PER HOUR B89808 58

ORACLE HOSPITALITY HOTEL INVENTORY MANAGEMENT SYSTEM IMPLEMENTATION AND CONFIGURATION CLOUD SERVICE - PER HOUR

B89809 60

ORACLE HOSPITALITY HOTEL INVENTORY MANAGEMENT SYSTEM CONSULTING CLOUD SERVICE - PER HOUR B89810 62

ORACLE HOSPITALITY HOTEL BUSINESS INTELLIGENCE IMPLEMENTATION AND CONFIGURATION CLOUD SERVICE - PER HOUR

B89811 64

ORACLE HOSPITALITY EMM CLOUD SERVICES FOR SIMPHONY – SILVER B90008 66

ORACLE HOSPITALITY EMM CLOUD SERVICES FOR SIMPHONY – BRONZE B90009 71

ORACLE HOSPITALITY EMM CLOUD SERVICES FOR SIMPHONY – INTRODUCTORY B90010 76

Oracle Hospitality Food and Beverage Point of Sale Implementation Cloud Service– per Hour Part Number: B82357, B87921 (Extended Hours), B87922 (Weekend/Holiday Hours) Description of Services You have ordered the quantity of hours identified in your order of Oracle Hospitality Food and Beverage Point of Sale Consultation (POS), Configuration and Training Service for Cloud services (“Total Hours”) related to your Oracle Hospitality deployment(s), which services may include assistance with any of the following:

1. Software Installation, Configuration and Training a. Download a remote transfer agent (RTA) for your Oracle Hospitality Cloud POS product. b. Send download completion notification to the Oracle Cloud provisioning team. c. Review completed site survey form. d. Receive cloud provisioning team confirmation of successful test which serves as notification of site

readiness. e. Review your business practices to configure your Oracle POS application real time during the training

session. f. Train up to five (5) system administrators in a single two (2) hour session on standard product

functionality, portal maintenance and overall portal organizational leading practices. g. Train up to fifteen (15) users in a single two (2) hour session on standard product functionality,

standard report availability, standard navigation and standard analytic tools. Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in your order, you acknowledge that Oracle’s ability to perform the services depends upon your fulfillment of the following obligations and the following assumptions:

1. Your Obligations a. Provide Oracle access to your food and beverage site as required for the performance of services.

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b. 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.

c. Provide Oracle access to site personnel who are best able to provide information needed to perform software configuration.

d. Schedule your staff to attend all required Oracle Hospitality training sessions. e. Reproduce copies of training materials solely for your staff. f. If Services are provided remotely, Oracle resources may provide Services via phone, a customer-specific

web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications

Oracle provides, (ii) all components of Your Oracle software environment are accessible through the VPN, and (iii) the VPN is installed in a timely manner for Oracle to perform the Services.

ii. You are responsible for acquiring and maintaining any equipment and performing any labor and/or activities necessary to set-up and maintain network connectivity at and to Your Oracle environment.

iii. You will provide and maintain user accounts for, and access to, the VPN for the Oracle team

members, including but not limited to, Oracle’s onsite remote and offshore resources.

Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this order, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this order for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this order.

2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The services above will be performed either by onsite delivery resources or remotely. c. The services do not include physical hardware installation, networking or any other services not

expressly identified herein. d. Custom report development is not included in the services. e. Custom interface development is not included in the services. f. Training is provided for Oracle Hospitality products only. g. If training in provided on site, you are responsible for providing a training room with internet access,

access to all required Oracle Hospitality products, LCD projector, white board or flip chart, and computers for students (if required).

h. If training is provided remotely, all attendees must have a phone and either have their own personal computers (“PC’s”) with internet connection or the ability to share the screen of a PC with internet connection.

i. Configuration or training of third party applications is not included in the services. j. Additional training sessions to accommodate larger teams or advanced training sessions will require a

change order. k. Project management is not included in the services. l. Delays caused by either you or your third party vendors not being ready at the scheduled times may

result in additional charges.

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Oracle Hospitality Hotel Distribution Cloud Implementation and Configuration - per Hour Part Number: B84197, B87923 (Extended Hours), B87935 (Weekend/Holiday Hours) Legacy Part Number: SVS-MYFIDELIO, SVS-MYFIDELIO-REMOTE, SVS-MYFIDELIO-REMOTE-2+HOURS Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Distribution Cloud Implementation and Configuration related to the installation or upgrade, configuration, connection, and/or training of the most current version of the Oracle Hospitality Product specified modules (the “Hospitality Application”) in Your cloud environment. The Services may include assistance with the following:

1. Installation or Upgrade and Connection of the Hospitality Application a. Conduct a preliminary meeting or conference call with up to ten (10) members of Your team to discuss

the following: i. Your requirements for Your version of the Hospitality Application in Your environment;

ii. Review of the preliminary questionnaire that was completed by You prior to the commencement of Services;

iii. Features, modules, and standard functionality available in the Hospitality Application; iv. Selection of the specific modules within the Hospitality Application or connected to the

Hospitality Application to be installed and/or configured; v. Determine if Your Hospitality Application needs to be upgraded to the most current version;

vi. Identify the properties (up to three) to be connected to the Hospitality Application; vii. Details of the project plan;

viii. Review the steps for the Services set forth below. b. Install or upgrade the Hospitality Application in Your test environment; c. Connect a maximum of three (3) properties to the Hospitality Application in Your test environment.

2. Training and Configuration

a. Provide up to four (4) trainings, each for up ten (10) of Your resources on the standard functionality of the Hospitality Application in Your test environment for the number of hours purchased, but not to exceed forty (40) hours, in a workshop setting; and

b. Configure the Hospitality Application in Your test environment for the agreed upon properties.

3. Testing, Connection, and Production Assistance a. Provide assistance to Your resources for user acceptance testing and/or regression testing of the

Hospitality Application in Your test environment; b. Refresh Your production environment after You have added the test data to Your production

environment; c. Connect the Hospitality Application to the Opera Property Management Systems application and/or to

third party applications/websites; d. Provide assistance with connecting up to three properties in the Hospitality Application in Your

production environment; e. Provide post-production assistance for the number of hours purchased (up to forty (40) hours) for each

of the agreed upon properties (maximum of three (3)), not to exceed the total number of hours purchased (up to a total of one hundred twenty (120) hours).

f. Provide the documentation related to the operation of the Hospitality Application in Your environment. Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following project assumptions:

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1. Your Obligations a. Complete and return the pre-sales questionnaire regarding Your requirements for the Hospitality

Application to Oracle prior to commencement of Services. b. Validate all required data that will be loaded into Your test and production environments. c. Provide remote access to perform any of the Services for the duration of the Services. d. Maintain network connectivity between Your environment and any third party applications and/or

websites. e. Limit Oracle’s access to any production environments or shared development environments to the

extent necessary for Oracle to perform the Services. f. Enable the appropriate network access and communications between the applicable servers and

databases for Oracle to perform the Services. g. Provide user rights to access the cloud test environment(s) for the Services. h. You agree that Oracle resources may access your systems, throughout the performance of services,

using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and your systems is required for Oracle resources to perform services under this exhibit, you will provide access to Oracle as follows:

i. You are responsible for ensuring that (i) Your network and systems comply with specifications



iii. You will provide and maintain user accounts for, and access to, the VPN for the Oracle team members, including but not limited to, Oracle’s onsite remote and offshore resources.

Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform services under this exhibit, you agree to pay for any increased costs resulting from your failure. Oracle will prepare an amendment to this exhibit for the change in the services and fees resulting from such failure. If you do not review and approve such amendment within five (5) days after your receipt thereof, Oracle may terminate its performance of services under this exhibit.

2. Project Assumptions

a. All communications and documentation will be in English. b. The Services will be performed either by onsite delivery resources or remotely. c. If You wish to receive additional Services for more than three properties, You may do so by entering

into a separate order for such Services. d. The following are not part of these Services and are considered out of scope:

i. Configuration or training of third party applications; ii. Physical hardware installation;

iii. Network troubleshooting; iv. Inputting of any data, branding, marketing materials, website design, or related information that

is not included within the agreed upon properties (up to a maximum of three); v. Customizations, enhancements, modifications, localizations, or interfaces of the Hospitality

Application; vi. Project management; or

vii. Any other Services not expressly identified herein.

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Oracle Hospitality Hotel Distribution Cloud Consulting Service - per Hour Part Number: B84198, B87924 (Extended Hours), B87936 (Weekend/Holiday Hours) Legacy Part Number: 980003-053 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Distribution Cloud Consulting Service (“Total Hours”) related to Your Oracle Hospitality Distribution deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Review Your environment and verify the Oracle Hotel Distribution Services that are installed as well

as any required 3rd party interfaces and network connectivity.

b. Create Oracle Hotel Distribution users and associated permissions if required.

c. Review Oracle Hotel Distribution pre-installation requirements and mapping forms.

d. Configure the Oracle Hotel Distribution system based on existing Oracle Hospitality Property Management System (PMS/ORS) configuration data provided by You.

e. Synchronize packages, rate codes, inventory and restrictions between the Oracle Hotel Distribution system and Oracle Hospitality Property Management System (PMS/ORS). Test the rate, restriction and inventory updates for correct loading from the Oracle Hospitality Property Management System (PMS/ORS), and that reservations are delivered correctly to the Oracle Hospitality Property Management System (PMS/ORS).

f. Apply branding customization on web booking engine default layout.

g. Upload Your property images into the web layout.

h. Monitor end to end traffic (real time and resynchronization between OPERA and Oracle Hotel Distribution products) for both data coming from OPERA and data going to OPERA.

2. Software Application Training a. Conduct up to up to two (2) remote web based training sessions for each module (“Oracle Hotel

Distribution Training”), not to exceed two (2) hours in duration.

Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following project assumptions:

1. Your Obligations

a. Provide Oracle access to Your hotel site required for the performance of Services. b. Provide all necessary content, as per pre-installation document, prior to configuration. c. Train staff who have not attended OPERA application training related to this Service. d. Maintain direct relation with extranet partners market managers (e.g. Expedia, Booking.com) for

business decisions and requests related to hotel representation in their systems. e. Ensure a valid backup solution is installed and tested to the point of restoring the database.

f. If Services are provided remotely, Oracle resources may provide Services via phone, a customer-specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your

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systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications






a. The Services are designed to go-live in the production Services environment at one time. Multiple or staged go-lives are not included in the Services.

b. Each module is live as soon as one (1) distribution channel is live with the module. c. Training is provided for Oracle Hotel Distribution products only.

d. Oracle Hotel Distribution application training is conducted by module (e.g. OPRA Xchange interface, Central Reservation System, web booking engine, Hotel Channel Manager).

e. Additional charges may result if You or Your third party entities have not completed the required activities defined in the Oracle Hotel Distribution Pre-installation Guide list of requirements on the day Oracle is to commence the Services.

f. Additional training sessions or advanced training sessions will require a change order. g. Development of new booking engine layout is not included in the Services. h. Development of a new application interface is not included in the Services. i. Data migration from an external hotel management system is not included in the Services. j. The Services will be performed remotely and do not include physical hardware installation. k. Project Management is not included in the Services. l. Implementation of the Oracle Hospitality Hotel Distribution application is not included in the Services.

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Oracle Hospitality Food and Beverage Project Management Cloud Service – Per Hour Part Number: B86153 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage Project Management Cloud Services (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Project Management Services a. Facilitate project kick-off call with Your team to review and confirm project scope.

b. Confirm Oracle Hospitality products and Services purchased.

c. Confirm preliminary implementation dates including go-live date.

d. Prepare project implementation schedule.

e. Facilitate reoccurring project status calls to track progress.

f. Track status of hardware purchased for food and beverage implementation.

Your Obligations and Project Assumptions

In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform

the Services depends upon Your fulfillment of the following obligations and the following assumptions:

1. Your Obligations a. You agree to designate a primary representative who will serve as Oracle’s primary point of contact

and have authority to make decisions with regard to the Services Oracle will be performing. This representative shall work together with Oracle’s project manager to facilitate an efficient delivery of the Services.

b. Schedule Your resources to work with or provide information to Oracle. c. Schedule third party vendors according to project schedule, if required.

d. Advise Oracle of any delays or scheduling changes as soon as possible.

e. If remote Services are required, in order for Oracle to perform Services under this order, You will

provide a virtual private network (“VPN”) access to Your systems through a network connection You

create between Oracle and Your systems.


Oracle provides, (ii) all components of Your Oracle software environment are accessible through

the VPN, and (iii) the VPN is installed in a timely manner for Oracle to perform the Services.

ii. You are responsible for acquiring and maintain any equipment and performing any labor and/or

activities necessary to set-up and maintain network connectivity at and to Your Oracle

environment.

iii. You will provide and maintain user accounts for, and access to, the VPN for the Oracle team

members, including but not limited to, Oracle’s onsite remote and offshore resources.

If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this order, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this order for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this order.


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a. All communications and documentation will be in the mutually agreed upon language.

b. Delays caused by either You or Your third party vendors not being ready at the scheduled times may


c. Services can be either performed onsite or remotely.

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Oracle Hospitality Hotel Project Management Cloud Service – per Hour Part Number: B86154 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Project Management Cloud Services (“Total Hours”) related to Your Oracle Hospitality Property Management Systems (PMS) deployment(s) and/or Point Of Sale (POS) implementation(s), which Services may include assistance with any of the following:

1. Project Management Services You and Oracle each agree to designate a project manager who shall work together with the other party's project manager to facilitate an efficient delivery of the Services. Provide You with the following project management related assistance, which may include the following:

a. Facilitate a project kick-off call with Your team to review and confirm the project scope. b. Confirm Oracle Hospitality PMS and/or POS products and Services sold align with the effort to be

performed. c. Confirm mutually agreed upon implementation dates, including Oracle Hospitality PMS and/or POS go-

live date. d. Confirm with You what the necessary hardware is for Your Oracle Hospitality PMS and/or POS

implementation. e. Track status of hardware purchased from Oracle. f. Prepare project implementation schedule for Oracle resources. g. Assign Oracle implementation resources. h. Provide travel information for resources traveling to Your location. i. Facilitate mutually agreed reoccurring project status calls to track progress.


1. Your Obligations a. Designate a project manager who shall work together with Oracle’s project manager to facilitate an

efficient delivery of the Services, including assigning, scheduling and managing Your resources. b. Provide Oracle access to Your hotel site required for the performance of Services. c. Provide completed copy of the Oracle Hospitality PMS and/or POS Pre-installation Guide. d. Schedule Your staff to attend required Oracle Hospitality PMS and/or POS training sessions. e. If remote Services are required, in order for Oracle to perform Services under this order, You will

provide a virtual private network (“VPN”) access to Your systems through a network connection You create between Oracle and Your systems.



ii. You are responsible for acquiring and maintain any equipment and performing any labor and/or activities necessary to set-up and maintain network connectivity at and to Your Oracle environment.


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a. All communications and documentation will be in mutually agreed language. b. The Services above will be performed either by remote or onsite resources. c. Oracle will send an Oracle Hospitality PMS and/or POS Pre-installation Guide list of requirements that

are to be implemented by You in preparation of the installation.

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Oracle Hospitality Hotel Project Consultant Cloud Service – per Hour Part Number: B86155 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Project Consultant Services (“Total Hours”) related to Your Oracle Hospitality Property Management Systems (PMS) deployment(s) and/or Point Of Sale (POS) implementation(s), which Services may include assistance with any of the following:

1. Project Consultancy Services a. Facilitate a project kick-off call with Your team to review and confirm the project scope.

i. Confirm Oracle Hospitality PMS and/or POS products and Services purchased. ii. Discuss estimated implementation dates; including Oracle Hospitality PMS and/or POS go-live

date. iii. Discuss hardware prerequisites to support Your Oracle Hospitality PMS and/or POS

implementation. b. Track status of hardware purchased from Oracle.

c. Prepare project implementation schedule for Oracle resources.

d. Assign Oracle implementation resources.

e. Provide travel information for resources traveling to Your location.

f. Facilitate mutually agreed reoccurring project status calls to track progress.


In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following project assumptions:

1. Your Obligations a. Designate a project consultant who shall work together with Oracle’s project consultant to facilitate

an efficient delivery of the Services, including assigning, scheduling and managing Your resources. b. Provide Oracle access to Your hotel site required for the performance of Services. c. Provide completed copy of the Oracle Hospitality PMS and/or POS Pre-installation Guide. d. Schedule Your staff to attend required Oracle Hospitality PMS and/or POS training sessions. e. If Services are provided remotely, Oracle resources may provide Services via phone, a customer-

specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this exhibit, You will provide access to Oracle as follows:

i. You are responsible for ensuring that (i) Your network and systems comply with specifications Oracle provides, (ii) all components of Your Oracle software environment are accessible through the VPN, and (iii) the VPN is installed in a timely manner for Oracle to perform the Services.



Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any

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other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this exhibit, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this exhibit for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this exhibit.


a. All communications and documentation will be in the mutually agreed upon language. b. The Services above will be performed either by onsite delivery resources or remotely and do not include

physical hardware installation, networking or any other Services not expressly identified herein. c. Delays caused by either You or Your third party vendors not being ready at the scheduled times may


d. Custom report development is not included in the Services. e. Custom interface development is not included in the Services.

f. Third party software configuration is not included in the Services.

g. Application training is not included in the Services. h. Project Management is not included in the Services.

i. Implementation of the Oracle Hospitality PMS and/or POS application is not included in the Services.

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Oracle Hospitality Hotel PMS Implementation and Configuration Cloud Service – per Hour Part Number: B87620, B87925 (Extended Hours), B87937 (Weekend/Holiday Hours)

Description of Services

You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel PMS Implementation and Configuration Cloud Service (“Total Hours”) related to Your Oracle Micros Property Management System (“PMS”) deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Review Your PMS environment to identify, software version, hotel name, room count, and

network connectivity. b. Assist You with creating users /granting permissions. c. Configure rooms, room types, rate codes, rates, transaction codes, market codes. d. Create and/or edit customized stationery. (e.g., folio, registration card, A/R statement,

reminder letters, confirmation letters, message formats, or receipts). e. Apply screen modifications (e.g., changing layout of fields or adding conditions/fields). f. Test the configurations, review configuration reports, stationery forms and screen flow in

Your hosted Cloud environment.

2. Software Application Training

a. Conduct up to up to two (2) training sessions for each module (“Oracle Hospitality PMS Application Training”), each of which is up to four (4) hours in duration and may be attended by up to eight (8) of Your resources.



1. Your Obligations

a. Provide Oracle access to Your Hotel applications required for the performance of Services. b. Complete necessary hardware (example: Interface PC, OXI PC) placement and connection to the

network according to the specifications outlined in the Oracle Hospitality PMS hardware sizing guide.

c. Complete the Oracle Hospitality PMS Pre-installation Guide prior to the commencement of Services. d. Schedule Your staff to attend required Oracle Hospitality PMS training sessions. e. Perform all data entry. f. Train staff who has not attended Oracle Hospitality PMS application training. g. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),

and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this exhibit, You will provide access to Oracle as follows:



ii. You are responsible for acquiring and maintain any equipment and performing any labor

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and/or activities necessary to set-up and maintain network connectivity at and to Your Oracle environment.


Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this exhibit, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this exhibit for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this exhibit.

2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The Services are designed to go-live in the hosted Cloud environment at one time. Multiple or staged

go-lives are not included in the Services. c. Training is provided for Oracle Hospitality PMS products only. d. Oracle Hospitality PMS application training is conducted by module (e.g. Profiles, Reservations, Front

Desk, Cashier). e. Additional charges may result if You or Your third party vendors have not completed the required

activities defined in the Oracle Hospitality PMS Pre-installation Guide list of requirements on the day Oracle is to commence the Services.

f. Development of new reports is not included in the Services. g. Development of a new application interface is not included in the Services. h. Data migration from an external hotel management system is not included in the Services. i. Configuration or training of third party applications is not included in the Services. j. The Services will be performed either by onsite delivery resources or remotely and does not include

physical hardware installation. k. Project Management is not included in the Services.

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Oracle Hospitality Hotel Live Cutover Support Cloud Service –per Hour Part Number: B87621, B87926 (Extended Hours), B87938 (Weekend/Holiday Hours) Description of Services

You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Cloud Live Cutover Support Cloud Services (“Total Hours”) related to Your Oracle Hospitality Property Management System (PMS) deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Review Your hosted Cloud environment (Oracle Hospitality PMS version, hotel name, room count,

network connectivity). b. Configure rooms, room types, rate codes, rates, transaction codes, market codes. c. Create and/or edit customized stationery. (e.g., folio; registration card; Accounts Receivable

statement; reminder letters; confirmation letters; message formats; receipts). d. Apply screen modifications (e.g., changing layout of fields or adding conditions/fields; customization). e. Test and validate software configuration, review configuration reports, stationery forms, and screen

flow in Your hosted Cloud environment compared to the Pre-installation guide.

2. Live Cutover Support

a. Provide post go-live support in Your hosted Cloud environment. Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following project assumptions:

1. Your Obligations

a. Complete the Oracle Hospitality PMS Pre-installation Guide prior to prior to the commencement of Services.

b. Complete pre-requisite tasks provided by Oracle in preparation for the installation. c. Schedule Your staff to attend required Oracle Hospitality PMS training sessions. d. Perform all data entry. e. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),






Oracle is not responsible for network connections or for issues, problems or conditions arising from or

17

related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this exhibit, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this exhibit for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this exhibit.

2. Project Assumptions a. All communications and documentation will be in the mutually agreed upon language. b. The Services are designed to go-live in the hosted Cloud environment at one time. Multiple or staged

go-lives are not included in the Services. c. Oracle’s live support coverage hours will align to project scoping identified in the Order. d. Consulting assistance is only provided to Your staff that has completed the required Oracle Hospitality

PMS training sessions. e. Development of new reports is not included in the Services. f. Development of a new application interface is not included in the Services. g. Data migration from an external hotel management system is not included in the Services. h. Configuration or training of third party applications is not included in the Services. i. The Services above will be performed remotely and do not include physical hardware installation or

any other Services not expressly identified herein. j. Project management is not included in the Services.

18

Oracle Hospitality Hotel Network Interface Technical Cloud Service – per Hour Part Number: B87622, B87927 (Extended Hours), B87939 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Network Interface Technical Cloud Services (“Total Hours”) related to Your Oracle Hospitality Property Management System (PMS) deployment(s), which Services may include assistance with any of the following:

1. Software Installation

a. Facilitate one (1) discovery call with designated members of Your team to confirm scope of Services.

b. Install OPERA Interface Controller on workstations, and interface PC. c. Verify Microsoft Internet Explorer or other Microsoft Windows based software products for

supported versions.

2. Software Configuration a. Configure the OPERA Interface Controller software to enable the required protocol for each Oracle

certified PMS third party interface purchased as part of Your OPERA PMS deployment. b. Review mapping worksheets, as applicable (e.g. point-of-sale interfaces).


1. Your Obligations

a. Provide Oracle access to Your Hotel applications required for the performance of Services. b. Verify interfaces are functional. c. Complete the applicable Oracle Hospitality PMS pre-installation mapping worksheets prior to the

commencement of Services. d. Maintain annual technical support for the Oracle software and hardware under separate contract

throughout the term of the Services. e. Complete all prerequisites as outlined in the discovery call. f. Complete the implementation requirements (e.g. cabling, hardware setup) defined in the Oracle

Hospitality PMS pre-installation Guide list of requirements prior to the commencement of Services. g. Schedule Your information technology (“IT”) staff to be designated to work with Oracle. h. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),





iii. You will provide and maintain user accounts for, and access to, the VPN for the Oracle

19

team members, including but not limited to, Oracle’s onsite remote and offshore resources.


2. Project Assumptions a. All communications and documentation will be in mutually agreed upon language. b. The Services are designed to go-live in the hosted Cloud environment at one time. Multiple or staged

go-lives are not included in the Services. c. Additional charges may result if customer or third party vendors have not completed the required

activities defined in the Oracle Hospitality PMS pre-installation list of requirements on the day Oracle is to commence the Services.

d. Development of a new application interface is not included in the Services. e. Configuration or training of third party applications is not included in the Services. f. The Services above will be performed remotely and do not include physical hardware installation

or any other Services not expressly identified herein. g. Project management is not included in the Services.

20

Oracle Hospitality Hotel Food and Beverage POS Pre-Implementation Cloud Service – per Hour Part Number: B87623, B87928 (Extended Hours), B87940 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Food and Beverage POS Cloud Pre-Implementation Services (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Consulting Services a. Conduct requirements gathering for implementing Oracle Hospitality Hotel Food and Beverage Point

of Sale solutions. b. Provide consultation for application architecture for Oracle Hospitality Hotel Food and Beverage Point

of Sale products. c. Provide consultation on practices regarding integration of Oracle Hospitality products including Point

of Sale, iCare, MyMicros, MyInventory, and MyLabor. d. Define requirements for Oracle Hospitality Point of Sale application, assisting customer with

identifying any custom development needs. e. Provide consultation on feature functionality and feature requirements gap analysis.

f. Provide consultation and testing Services for 3rd

party interfaces. g. Provide documentation to include diagrams of application data flow, process models, and control

flow. h. Maintenance of installed Oracle Hospitality applications. i. Analyze installed Oracle Hospitality applications for maintenance and upgrade paths.

Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following assumptions:

1. Your Obligations

a. Provide Oracle remote access to Your Oracle Hotel applications and infrastructure, as required for the performance of Services.

b. Provide Oracle with full access to relevant functional, technical, and business resources with adequate skills and knowledge to support the performances of Services.

c. Maintain annual technical support for the Oracle software and hardware under separate contract throughout the term of the Services.

d. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this exhibit, You will provide access to Oracle as follows:

i. You are responsible for ensuring that (i) Your network and systems comply with

specifications Oracle provides, (ii) all components of Your Oracle software environment are accessible through the VPN, and (iii) the VPN is installed in a timely manner for Oracle to perform the Services.



21




a. All communications and documentation will be in a mutually agreed upon language. b. The Services above will be performed remotely. c. The Services do not include physical hardware installation, networking or any other Services not

expressly identified herein. d. Custom report development is not included in the Services. e. Custom interface development for new interfaces is not included in the Services. f. Third party software configuration is not included in the Services. g. Application training is not included in the Services. h. Project management is not included in the Services. i. Delays caused by either You or Your third party vendors not being ready at the scheduled times may


22

Oracle Hospitality Hotel Food and Beverage POS Implementation Cloud Service – per Hour Part Number: B87624, B87929 (Extended Hours), B87941 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Food and Beverage POS Cloud Implementation Services (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Install Oracle Hospitality Hotel Food and Beverage POS application. b. Configure menus, modifiers, page design, employee setup, time and attendance, printing, standard

reports, eBusiness modules and standard interfaces to credit cards, gift cards and Property Management Systems.

c. Test the configuration, printing, reporting and interface connectivity.


1. Your Obligations a. Provide Oracle access to Your Hotel applications as required for the performance of Services. b. Provide Oracle access to personnel who are best able to provide information needed to perform

software configuration. c. Complete necessary hardware placement and connection to the network according to the

specifications outlined in the Oracle Hospitality POS hardware sizing guide. d. Maintain annual technical support for the Oracle software and hardware under separate contract

throughout the term of the Services. e. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),


i. You are responsible for ensuring that (i) Your network and systems comply with

specifications Oracle provides, (ii) all components of Your Oracle software environment are accessible through the VPN, and (iii) the VPN is installed in a timely manner for Oracle to perform the Services.



Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this exhibit, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this exhibit for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt

23

thereof, Oracle may terminate its performance of Services under this exhibit.

2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The Services above will be performed remotely. c. The Services do not include physical hardware installation, networking or any other Services not

expressly identified herein. d. Custom report development is not included in the Services. e. Custom interface development is not included in the Services. f. Third party software configuration is not included in the Services. g. Application training is not included in the Services. h. Project management is not included in the Services. i. Delays caused by either You or Your third party vendors not being ready at the scheduled times may


24

Oracle Hospitality Hotel Food and Beverage Live Support Cloud Service –per Hour Part Number: B87625, B87930 (Extended Hours), B87942 (Weekend/Holiday Hours) Description of Services

You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Food and Beverage Live Support Cloud Services (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Go Live Support Services a. Provide post go-live support in Your hosted Cloud environment, primarily focused on supporting Your

management staff during the transition to the new application. b. Answer operational questions and consult on the application. c. Assist You with basic configurations change requests identified during go live.


1. Your Obligations a. Provide Oracle access to Your Hotel applications as required for the performance of Services. b. Complete necessary hardware placement and connection to the network according to the specifications

outlined in the Oracle Hospitality POS hardware sizing guide. c. Maintain annual technical support for the Oracle software and hardware under separate contract

throughout the term of the Services. d. Schedule the appropriate resources to work with Oracle to ensure a smooth transition to the new

application. e. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),






25

2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The Services above will be performed remotely and do not include physical hardware installation or

any other Services not expressly identified herein. c. Configuration or training of third party applications is not included in the Services. d. Configuration of custom reporting is not included in the Services. e. Configuration of custom interfaces is not included in the Services. f. Full menu entry or additional revenue center creation is not included in the Services. g. Project management is not included in the Services. h. Delays caused by either You or Your third party vendors not being ready at the scheduled times may


26

Oracle Hospitality Hotel Food and Beverage System Administrator Training Cloud Service – per Hour Part Number: B87626, B87931 (Extended Hours), B87943 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Food and Beverage System Administrator Training Cloud Services (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Software Application Training a. Train Your staff on standard product functionality and can include menu configuration, revenue

center configuration, employee setup, timekeeping and scheduling, reporting, inventory management, and loyalty and gift card program management.

b. Provide available training material electronically.


1. Your Obligations a. Provide Oracle access to Your Hotel applications as required for the performance of Services. b. Schedule Your staff to attend all required Oracle Hospitality training sessions. c. Reproduce copies of training materials solely for Your staff. d. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),








a. All communications and documentation will be in a mutually agreed upon language. b. The Services above will be performed remotely.

27

c. Training is provided for Oracle Hospitality products only. d. You are responsible for providing a training room with internet access, access to all required Oracle

Hospitality products, LCD projector, white board or flip chart, and computers for students (if required).

e. All attendees must have a phone and either have their own PC’s with internet connection or the ability to share the screen of a personal computer (“PC”) with internet connection.

f. Training of third party applications is not included in the Services. g. Project management is not included in the Services.

28

Oracle Hospitality Hotel Food and Beverage End User Training Cloud Service – per Hour Part Number: B87627, B87932 (Extended Hours), B87944 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Food and Beverage Cloud End User Training Services (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Software Application Training a. Provide training on end user interaction with Oracle’s Hospitality products, as currently configured.

This can include entering, editing, and tendering checks, timekeeping, reporting, manager functions. b. Provide available training material electronically.


1. Your Obligations a. Provide Oracle access to Your Hotel applications as required for the performance of Services. b. Schedule Your staff to attend all required Oracle Hospitality training sessions. c. Reproduce copies of training materials solely for Your staff. d. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),







2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The Services above will be performed remotely. c. Training is provided for Oracle Hospitality products only. d. You are responsible for providing a training room with internet access, access to all required Oracle

29


e. All attendees must have a phone and either have their own personal computers (“PC’s”) with internet connection or the ability to share the screen of a PC with internet connection.

f. Configuration or training of third party applications is not included in the Services. g. Project management is not included in the Services.

30

Oracle Hospitality Hotel Sales and Catering Implementation and Configuration Cloud Service - per Hour Part Number: B87628, B87933 (Extended Hours), B87945 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Implementation Cloud Services (“Total Hours”) related to Your Oracle Hospitality Sales and Catering deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Review Your environment hosted Cloud Oracle Hospitality system. b. Review pre-installation guide for applying software requirements. c. Assist You with creating users /granting permissions. d. Configure system variables e.g., banquet and catering rooms, banquet equipment, catering menus

and resources. e. Create and/or edit customized stationery. f. Apply screen modifications e.g., changing layout of fields or adding conditions/fields. g. Test the configurations, review configuration reports, stationery forms, screen flow in Your

production environment.


a. Conduct training sessions for Oracle Hospitality Sales and Catering modules to be implemented, each of which is up to four (4) hours in duration and may be attended by up to ten (10) of Your resources.



1. Your Obligations a. Provide Oracle access to Your Hotel applications required for the performance of Services. b. Complete necessary hardware (example: Interface PC, OXI PC) placement and connection to the

network according to the specifications outlined in the Oracle Hospitality hardware sizing guide. c. Complete the Oracle Hospitality Pre-installation Guide prior to the commencement of Services. d. Maintain annual technical support for the Oracle software and hardware under separate contract

throughout the term of the Services. e. Schedule Your staff to attend required Oracle Hospitality training sessions. f. Perform all data entry. g. Train staff who has not attended Oracle Hospitality application training. h. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered), and/or

electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this exhibit, You will provide access to Oracle as follows:



ii. You are responsible for acquiring and maintain any equipment and performing any labor

31

and/or activities necessary to set-up and maintain network connectivity at and to Your Oracle environment.



2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The Services are designed to go-live in hosted Cloud environment at one time. Multiple or staged

go-lives are not included in the Services. c. Training is provided for Oracle Hospitality products only. d. Oracle Hospitality application training is conducted by module. e. Additional charges may result if You or Your third party vendors have not completed the required

activities defined in the Oracle Hospitality Pre-installation Guide list of requirements on the day Oracle is to commence the Services.

f. Development of new reports is not included in the Services. g. Development of a new application interface is not included in the Services. h. Configuration or training of third party applications is not included in the Services. i. The Services will be performed remotely and does not include physical hardware installation. j. Project Management is not included in the Services.

32

Oracle Hospitality Hotel Property Management System Training Cloud Service - Per Hour Part Number: B87629, B87934 (Extended Hours), B87946 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Property Management System Cloud Training Services (“Total Hours”) related to Your Oracle Hospitality Property Management Systems (“PMS”) deployment(s), which Services may include assistance with any of the following:

1. Software Application Training a. Conduct training sessions for any module of Your Oracle Hospitality PMS Deployment. Depending on

the hours purchased each training session may be up to four (4) hours in duration and may be attended by up to twelve (12) of your end users.

i. Oracle Hospitality application training is conducted by module (e.g. Reservations, Rate Management, Profiles, Front Desk, Cashiering etc).

b. Provide training on end user interaction with Oracle Hospitality PMS products, as currently configured. This may include making profiles or reservations, rate management, housekeeping, accounts receivable, reporting or any other standard PMS product functionality.

c. Provide training on standard PMS product administration which may include room configuration, transaction code setup, rate and package setup, user management, housekeeping functionality, scheduled reporting and inventory management.

d. Provide available training materials electronically.


In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following assumptions:

1. Your Obligations a. Provide Oracle access to Your Hotel applications as required for the performance of Services. b. Schedule Your end users to attend the Oracle Hospitality Hotel Property Management System

Training Services sessions. c. Reproduce copies of training materials solely for Your end users. d. You are responsible for providing a training room with internet access, access to all required Oracle


e. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this exhibit, You will provide access to Oracle as follows:





33


2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The Services above will be performed remotely. c. Training is provided for Oracle Hospitality products only. d. Configuration or training of third party applications/interfaces is not included in the Services. e. Project management is not included in the Services. f. Service will be provided on consecutive days, during mutually agreeable times, excluding holidays, unless

parties agree otherwise.

34

Oracle Hospitality Food and Beverage POS Implementation Consultation and Configuration Cloud Service - Per Hour Part Number: B88107, B88676 (Extended Hours), B88677 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage POS Implementation Consultation and Configuration Cloud Service (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Software Configuration

a. Review Your hosted Cloud environment to confirm the following items: Point of Sale (“POS”) software version, eBusiness modules, revenue centers, and interfaces.

b. Conduct Site Survey to gather configuration information including, but not limited to: menus, modifiers, tenders, discounts, Service charges, table numbers, room numbers, remote printing, employee privileges, time and attendance, credit card processing, gift card processing, third party interfaces, and interfaces to other Oracle Hospitality products Configuration of menus, modifiers, page design, employee setup, time and attendance, printing, standard reports, eBusiness modules and standard interfaces to credit cards, gift cards and PMS’s.

c. Test the configuration.


1. Your Obligations a. Provide Oracle access to Your Food and Beverage application if required for the performance of Services. b. Provide Oracle access to site personnel who are best able to provide information needed to perform

the Site Survey. c. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),

and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows:





Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this order, You agree to pay for any increased costs resulting from Your failure. Oracle will

35

prepare an amendment to this order for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this order.

2. Project Assumptions a. All communications and documentation will be in the mutually agreed upon language. b. The Services above will be performed either by onsite delivery resources or remotely and do not include


result in additional charges. d. Custom report development is not included in the Services. e. Custom interface development is not included in the Services. f. Third party software configuration is not included in the Services. g. Application training is not included in the Services. h. Project management is not included in the Services.

36

Oracle Hospitality Food and Beverage Live Support Cloud Service – Per Hour Part Number: B88108, B88678 (Extended Hours), B88679 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage Live Support Cloud Service (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Go Live Support Services a. Provide post go-live support in Your hosted Cloud environment, primarily focused on supporting

Your management staff during the transition to the new application. b. Answer operational questions and consult on the application. c. Assist You with basic configurations change requests identified during go live.


1. Your Obligations a. Provide Oracle access to Your Food and Beverage application if required for the performance of Services. b. Schedule the appropriate resources to work with Oracle to ensure a smooth transition to the new

application. c. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),







2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language.

37

b. The Services above will be performed either onsite delivery resources or remotely and do not include physical hardware installation or any other Services not expressly identified herein.

c. Configuration or training of third party applications is not included in the Services. d. Configuration of custom reporting is not included in the Services. e. Configuration of custom interfaces is not included in the Services. f. Full menu entry or additional revenue center creation is not included in the Services. g. Project management is not included in the Services. h. Delays caused by either You or Your third party vendors not being ready at the scheduled times may


38

Oracle Hospitality Food and Beverage System Administrator Training Cloud Service – Per Hour Part Number: B88109, B88680 (Extended Hours), B88681 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage System Administrator Training Cloud Service (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Software Application Training a. Train Your staff on standard product functionality and can include menu configuration, revenue

center configuration, employee setup, timekeeping and scheduling, reporting, inventory management, and loyalty and gift card program management.

b. Provide available training material electronically.


1. Your Obligations a. Provide Oracle access to Your Food and Beverage applications if required for the performance of

Services. b. Schedule Your staff to attend all required Oracle Hospitality training sessions. c. Reproduce copies of training materials solely for Your staff. d. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),








39

a. All Communications and documentation will be in a mutually agreed up on language. b. The Services above will be performed by onsite or remotely. c. Training is provided for Oracle Hospitality products only. d. You are responsible for providing a training room with internet access, access to all required Oracle


e. All attendees must have a phone and either have their own PC’s with internet connection or the ability to share the screen of a personal computer (“PC”) with internet connection.

f. Training of third party applications is not included in the Services. g. Project management is not included in the Services.

40

Oracle Hospitality Food and Beverage End User Training Cloud Service – Per Hour Part Number: B88110, B88682 (Extended Hours), B88683 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage End User Training Cloud Service (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Software Application Training a. Provide training on end user interaction with Oracle’s Hospitality products, as currently configured.

This can include entering, editing, and tendering checks, timekeeping, reporting, manager functions. b. Provide available training material electronically.



Services. b. Schedule Your staff to attend all required Oracle Hospitality training sessions. c. Reproduce copies of training materials solely for Your staff. d. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered), and/or

electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows:







a. All communications and documentation will be in a mutually agreed upon language. b. The Services above will be performed either by onsite or remotely. c. Training is provided for Oracle Hospitality products only.

41

d. You are responsible for providing a training room with internet access, access to all required Oracle Hospitality products, LCD projector, white board or flip chart, and computers for students (if required).

e. All attendees must have a phone and either have their own personal computers (“PC’s”) with internet connection or the ability to share the screen of a PC with internet connection.

f. Configuration or training of third party applications is not included in the Services. g. Project management is not included in the Services.

42

Oracle Hospitality Food and Beverage Pre-Implementation Consulting Cloud Service – Per Hour Part Number: B88111, B88684 (Extended Hours), B88685 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage Point of Sale Pre-Implementation Consulting Cloud Service (“Total Hours”) related to Your Oracle Hospitality deployment(s), which Services may include assistance with any of the following:

1. Consulting Services a. Conduct requirements gathering for implementing Oracle Hospitality Food and Beverage Point of Sale

solutions. b. Provide consultation for application architecture for Oracle Hospitality Food and Beverage Point of

Sale products. c. Provide consultation on practices regarding integration of Oracle Hospitality Point of Sale products. d. Define requirements for Oracle Hospitality Point of Sale application, assisting customer with

identifying any custom development needs. e. Provide consultation on feature functionality and feature requirements gap analysis.

f. Provide consultation and testing Services for 3rd

party interfaces. g. Provide documentation to include diagrams of application data flow, process models, and control

flow. h. Analyze installed Oracle Hospitality applications for maintenance and upgrade paths.


1. Your Obligations a. Provide Oracle access to Your Food and Beverage applications, including remote access to

Your Oracle Hospitality applications and infrastructure, if required for the performance of Services.

b. Provide Oracle with full access to relevant functional, technical, and business resources with adequate skills and knowledge to support the performances of Services.

c. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows:





43



2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The Services above will be performed either by onsite delivery resources or remotely. c. The Services do not include physical hardware installation, networking or any other Services not

expressly identified herein. d. Custom report development is not included in the Services. e. Custom interface development for new interfaces is not included in the Services. f. Third party software configuration is not included in the Services g. Application training is not included in the Services. h. Project management is not included in the Services. i. Delays caused by either You or Your third party vendors not being ready at the scheduled times may


44

Oracle Hospitality Food and Beverage Implementation Site Inspection Cloud Service - Per Hour Part Number: B88112


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage Implementation Site Inspection Cloud Service (“Total Hours”) related to Your Oracle Hospitality Food and Beverage deployment(s), which Services may include assistance with any of the following:

1. Consulting Services a. Review with You the alternating current (“AC”) power requirements for implementing Oracle

Hospitality Food and Beverage Point of Sale (“POS”) applications. b. Confirm network cables have been installed and terminated near hardware placement for Oracle

Hospitality Food and Beverage POS products. c. Test Your network connectivity and validate ports and Oracle URL is accessible for Oracle Hospitality

Food and Beverage POS products. d. Review whether Your device locations are ready for hardware placement, such as brackets, mounts,

holes for cables and power cords, for Oracle Hospitality Food and Beverage Point of Sale products. e. Review whether site contains shelving and rack systems to accommodate back office server(s) if

included in configuration. f. Provide to You a Report-of-Findings checklist, describing Your site’s deficiencies, as identified by

Oracle.



1. Your Obligations a. Review and prepare Your environment per Oracle’s Site Preparation Guidelines available at the following

link: https://mosemp.us.oracle.com/epmos/main/downloadattachmentprocessor?attachid=2067935.1%3ASITE_INSPECTION_FORM&docType=HOWTO&action=download Site Preparation Guidelines will also be emailed to Your primary implementation contact.

b. Provide a device location map showing planned site layout. c. The installation, termination, and certification of network cabling and/or wireless local area network

(“LAN”) are Your responsibility and/or Your contractor. d. Provide any notices and obtain any consent required for Oracle to perform Services. e. Provide complete and accurate information to Oracle regarding the hardware, including, without

limitation, the serial number for the hardware, where applicable. f. Prior to the commencement of Services, inform Oracle of any equipment or environment

modifications that may affect Oracle’s performance of the Services. g. Confirm that Your power supply is in accordance with industry standards, using industry standard

electrical/receptacle connectors power supply(ies) as required by Oracle. h. Install cables in a manner which does not pose potential safety hazards, and confirm that all cable

connections are located within a reasonable proximity of the hardware to be connected. i. Upon Oracle’s request, schedule Your information technology resource to be onsite to work with the

on-site Oracle resource. j. At Oracle’s request, provide to Oracle Your in-house cable labeling guide for the hardware to be

installed. k. All required Oracle approved cables must be provided and placed by You prior to the site inspection.

https://mosemp.us.oracle.com/epmos/main/downloadattachmentprocessor?attachid=2067935.1%3ASITE_INSPECTION_FORM&docType=HOWTO&action=download

https://mosemp.us.oracle.com/epmos/main/downloadattachmentprocessor?attachid=2067935.1%3ASITE_INSPECTION_FORM&docType=HOWTO&action=download

45

2. Project Assumptions a. All communications and documentation will be in a mutually agreed upon language. b. The Services cover a single site inspection walk through. In no event is staged, hardware placement

or managed roll-out installation included in the Services. c. Network, domain name system (“DNS”) or wireless changes are not included in the Services. d. Troubleshooting of deficiencies found is not included in the Services.

46

Oracle Hospitality Food and Beverage Consulting Professional Cloud Services - Per Hour Part Number: B88113, B88686 (Extended Hours), B88687 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage Consulting Professional Cloud Services (“Total Hours”) related to Your Oracle Hospitality Food and Beverage deployment(s), which Services may include assistance with any of the following:

1. Software Application Configuration and Operational Review a. Review and configure Your business rules and operational standards. b. Review and configure application parameters. c. Review and configure users/granting permissions. d. Review and configure screen designs. e. Enable or modify features. f. Review and configure Your needs and advise on a deployment path.

Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following engagement assumptions:


Services. b. Provide Oracle access to Your test environment required for the performance of Services. c. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered),







47


a. All communications and documentation will be in mutually agreed upon language. b. Configuration or training of third party applications is not included in the Services. c. The Services above will be performed either by onsite delivery or remotely and do not include physical

hardware installation. d. Project management is not included in the Services.

48

Oracle Hospitality Food and Beverage Professional Services and Consulting Cloud Service- Per Hour Part Number: B88114, B88678 (Extended Hours), B88689 (Weekend/Holiday Hours)


You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage Professional and Consulting Cloud Service (“Total Hours”) related to Your Oracle Hospitality Food and Beverage deployment(s), which Services may include assistance with any of the following:

1. Software Application Configuration and Operational Review a. Review and configure Your business rules and operational standards. b. Review and configure application parameters. c. Review and configure users/granting permissions. d. Review and configure screen designs. e. Enable or modify features. f. Review and configure Your needs and advise on a deployment path. g. Assess and make recommendations on system optimization and architectural structure/deployment.

Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following engagement assumptions:

1. Your Obligations

a. Provide Oracle access to Your Food and Beverage application if required for the performance of Services. b. Provide Oracle access to Your test environment required for the performance of Services. c. Perform all data entry. d. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered), and/or

electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows:





Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this order, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment to this order for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt

49

thereof, Oracle may terminate its performance of Services under this order.


a. All communications and documentation will be in mutually agreed upon language. b. Oracle will provide a list of requirements that must be implemented by You in preparation of the

project. c. Data migration from an external Food and Beverage management system is not included in the

Services. d. Configuration, review or training on third party applications is not included in the Services. e. The Services above will be performed by either onsite delivery resources or remotely and do not include

physical hardware installation. f. Project management is not included in the Services.

50

Oracle Hospitality Food and Beverage Reporting and Analytics Cloud Service End User Training – Per Hour Part Number: B89769 Description of Services

You have ordered the quantity of hours identified in Your order for the Oracle Hospitality Food and Beverage Reporting and Analytics Cloud Service End User Training related to the training and configuration of Your Oracle Hospitality Reporting and Analytics Product(s) (the “Hospitality Product(s)”). The Services may include assistance with the following:

1. Software Application Training a. Provide end user training on Oracle’s Hospitality Product(s), which may include:

i) Training related to organization setup; ii) Training related to user and role setup (including permissions); iii) Training related to master item alignment; or iv) Training related to creating, modifying, or publishing reports.


a. Conduct a discovery call to discuss the requirements for the configuration of Your Hospitality Product(s). b. Assist You with the configuration of Oracle’s Hospitality Product(s), which may include:

i) Enabling organization attributes, defining user roles, and/or side menu configuration (also known as “Portal Warehouse Administration Activities”).

Your Obligations and Project Assumptions You acknowledge that Your timely provision of and access to assistance, cooperation, complete and accurate information and data from Your officers, agents, and employees (collectively, “cooperation”) are essential to the performance of any Services. Oracle will not be responsible for any deficiency in performing Services if such deficiency results from Your failure to provide full cooperation. In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following assumptions:

1. Your Obligations

a. Provide Oracle access to Your applications if required for the performance of Services. b. 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. c. Provide any notices, and obtain any consents, required for Oracle to perform services. d. Maintain a test environment and validate the Services, as requested by Oracle, in such test environment

prior to the deployment of changes to Your production environment. e. Limit Oracle’s access to any production environment or shared development environments to the extent

necessary for Oracle to perform services. f. 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.

g. Restrict Oracle's access to any content or information that imposes privacy, security or regulatory obligations greater than those specified in this order.

h. Schedule Your staff to attend all required Oracle Hospitality training sessions. i. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered), and/or

electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web

51

Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows:







a. All communications and documentation will be in English. b. Training documentation will be Oracle standard and does not include any customization. c. The Services above will be performed either by onsite or remotely during local business hours, Monday

through Friday, excluding holidays and weekends. d. Training is provided for Oracle Hospitality Product(s) only. e. You are responsible for providing a training room with internet access, access to all required Oracle

Hospitality Product(s), LCD projector, white board or flip chart, and computers for students (if required). All attendees must have a phone and either have their own personal computers (“PC(s)”) with internet connection or the ability to share the screen of a PC with internet connection.

f. Project management is not included for these Services. g. You understand and acknowledge that Oracle shall only provide the Services to You for up to the total

hours specified in Your order; if You wish to order additional Services, contact Your Oracle sales representative or visit the Oracle store.

h. Any request for modification to the Services requires entering into a new order. i. The following are not part of these Services and are considered out of scope:

i. Configuration or training of third party applications; ii. Project management; iii. Physical hardware installation; iv. Network troubleshooting; v. Customizations, enhancements, modifications, localizations, or interfaces of the Hospitality

Product(s); or vi. Any other Services not expressly identified herein.

52

Oracle Hospitality Hotel Reporting and Analytics Cloud Service End User Training – Per Hour Part Number: B89770 Description of Services

You have ordered the quantity of hours identified in Your order for the Oracle Hospitality Hotel Reporting and Analytics Cloud Service End User Training related to the training and configuration of Your Oracle Hospitality Reporting and Analytics Product(s) (the “Hospitality Product(s)”). The Services may include assistance with the following:

1. Software Application Training a. Provide end user training on Oracle’s Hospitality Product(s), which may include:

i) Training related to organization setup; ii) Training related to user and role setup (including permissions); iii) Training related to master item alignment; or iv) Training related to creating, modifying, or publishing reports.


a. Conduct a discovery call to discuss the requirements for the configuration of Your Hospitality Product(s). b. Assist You with the configuration of Oracle’s Hospitality Product(s), which may include:

i) Enabling organization attributes, defining user roles, and/or side menu configuration (also known as “Portal Warehouse Administration Activities”).

Your Obligations and Project Assumptions You acknowledge that Your timely provision of and access to assistance, cooperation, complete and accurate information and data from Your officers, agents, and employees (collectively, “cooperation”) are essential to the performance of any Services. Oracle will not be responsible for any deficiency in performing Services if such deficiency results from Your failure to provide full cooperation. In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following assumptions:

1. Your Obligations

a. Provide Oracle access to Your applications if required for the performance of Services. b. 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. c. Provide any notices, and obtain any consents, required for Oracle to perform services. d. Maintain a test environment and validate the Services, as requested by Oracle, in such test environment

prior to the deployment of changes to Your production environment. e. Limit Oracle’s access to any production environment or shared development environments to the extent

necessary for Oracle to perform services. f. 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.

g. Restrict Oracle's access to any content or information that imposes privacy, security or regulatory obligations greater than those specified in this order.

h. Schedule Your staff to attend all required Oracle Hospitality training sessions. i. Oracle resources may provide Services via phone, a customer- specific web portal (if ordered), and/or

electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle

53

resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications






a. All communications and documentation will be in English. b. Training documentation will be Oracle standard and does not include any customization. c. The Services above will be performed either by onsite or remotely during local business hours, Monday

through Friday, excluding holidays and weekends. d. Training is provided for Oracle Hospitality Product(s) only. e. You are responsible for providing a training room with internet access, access to all required Oracle

Hospitality Product(s), LCD projector, white board or flip chart, and computers for students (if required). All attendees must have a phone and either have their own personal computers (“PC(s)”) with internet connection or the ability to share the screen of a PC with internet connection.

f. Project management is not included for these Services. g. You understand and acknowledge that Oracle shall only provide the Services to You for up to the total

hours specified in Your order; if You wish to order additional Services, contact Your Oracle sales representative or visit the Oracle store.

h. Any request for modification to the Services requires entering into a new order. i. The following are not part of these Services and are considered out of scope:

i. Configuration or training of third party applications; ii. Project management; iii. Physical hardware installation; iv. Network troubleshooting; v. Customizations, enhancements, modifications, localizations, or interfaces of the Hospitality

Product(s); or vi. Any other Services not expressly identified herein.

54

Oracle Hospitality Food and Beverage Project Consultant Cloud Service – per Hour Part Number: B89771 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Food and Beverage Project Consultant Cloud Services (“Total Hours”) related to Your Oracle Hospitality Point of Sale (POS) implementation(s), which Services may include assistance with any of the following:

1. Project Consultancy Services a. Facilitate a project kick-off call with Your team to review and confirm the project scope.

i. Confirm Oracle Hospitality POS products and Services purchased. ii. Discuss estimated POS implementation and go-live dates.

iii. Discuss hardware prerequisites to support Your Oracle Hospitality POS implementation. b. Track status of hardware purchased from Oracle. c. Prepare project implementation schedule for Oracle resources. d. Assign Oracle implementation resources. e. Provide travel information for resources traveling to Your location. f. Facilitate mutually agreed reoccurring project status calls to track progress.


1. Your Obligations

a. Designate a project consultant who shall work together with Oracle’s project consultant to facilitate an efficient delivery of the Services, including assigning, scheduling and managing Your resources.

b. Provide Oracle access to Your site required for the performance of Services. c. Provide completed copy of the Oracle Hospitality POS Pre-installation Guide. d. Schedule Your staff to attend required Oracle Hospitality POS training sessions. e. If Services are provided remotely, Oracle resources may provide Services via phone, a customer-specific

web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this exhibit, You will provide access to Oracle as follows:

iv. You are responsible for ensuring that (i) Your network and systems comply with specifications


v. You are responsible for acquiring and maintaining any equipment and performing any labor and/or activities necessary to set-up and maintain network connectivity at and to Your Oracle environment.

vi. You will provide and maintain user accounts for, and access to, the VPN for the Oracle team members, including but not limited to, Oracle’s onsite remote and offshore resources.

Oracle is not responsible for network connections or for issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Your VPN client software and/or VPN infrastructure fails to allow Oracle access to perform Services under this order, You agree to pay for any increased costs resulting from Your failure. Oracle will prepare an amendment

55

to this order for the change in the Services and fees resulting from such failure. If You do not review and approve such amendment within five (5) days after Your receipt thereof, Oracle may terminate its performance of Services under this order.

2. Project Assumptions a. All communications and documentation will be in the mutually agreed upon language. b. The Services above will be performed either by onsite delivery resources or remotely and do not include


result in additional charges. d. Custom report development is not included in the Services.

56

Oracle Hospitality Hotel Analytics System Consulting Cloud Service - Per Hour Part Number: B89807 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Analytics System Consulting Cloud Service (“Total Hours”) related to Your Oracle Hotel Analytics System deployment(s), which Services may include assistance with any of the following:

1. Software Application Configuration and Operational Review a. Review Your business rules and operational standards. b. Review Analytics System application parameters. c. Review Analytics System users and associated permissions. d. Review Analytics System configuration. e. Review Analytics System customized reports and alerts. f. Review Analytics System screen design and enabled features. g. Provide an Analytics System report-of-findings and recommendations.


a. Conduct up to two (2) training sessions for each module (“Oracle Hospitality Hotel Analytics System Training”), each of which is up to four (4) hours in duration and may be attended by up to eight (8) of Your resources.


1. Your Obligations a. Provide Oracle access to Your Hotel applications required for the performance of Services. b. 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. c. Complete the Oracle Analytics System pre-installation guides and data sheets prior to the mutually

agreed installation commencement date. d. Schedule Your staff to attend required Oracle Hospitality Analytics System training sessions. e. Perform all data entry. f. Verify all users have compatible hardware to access hosted or local Analytics System solutions. g. Installation of software to client PCs where required. h. Train staff who have not attended Oracle Hospitality Analytics System application training. i. Provide all Microsoft Excel Licenses if required. j. If Services are provided remotely, Oracle resources may provide Services via phone, a customer-specific

web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your

57







a. All communications and documentation will be in English. b. Training is provided for Oracle Hospitality Analytics System products only. c. Additional charges may result if You or Your third party vendors have not completed the required


d. Additional training sessions to accommodate larger teams or advanced training sessions will require a change order.

e. Development of new reports is not included in the Services. f. Development of a new application interface is not included in the Services. g. Data migration from an external hotel management system is not included in the Services. h. Configuration or training of third party applications is not included in the Services. i. The Services will be performed either by onsite delivery resources or remotely and does not include

physical hardware installation. j. Project Management is not included in the Services. k. Implementation of the Oracle Hospitality Analytics System application is not included in the Services.

58

Oracle Hospitality Hotel Analytics System Implementation and Configuration Cloud Service - Per Hour Part Number: B89808 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Analytics System Implementation and Configuration Cloud Service (“Total Hours”) related to Your Oracle Analytics System deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Installation and configuration of Hotel Analytics System software on the hosted Cloud environment. b. Create Oracle Hotel Analytic System users and associated permissions. c. Configuration of Hotel Analytic System Microsoft Excel analytics add-on for local workstations.


a. Conduct up to up to one (1) training sessions for each module (“Oracle Hospitality Analytics Systems Application Training”), each of which is up to four (4) hours in duration and may be attended by up to eight (8) of Your resources.


1. Your Obligations a. Provide Oracle access to Your Hotel applications required for the performance of Services. b. 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. c. Complete the Oracle Hospitality Analytics System Pre-installation Guides,. These will be required prior

to installation commences at a date agreed between You and Oracle Hospitality. d. Schedule Your staff to attend required Oracle Hospitality Analytics System training sessions. e. Ensure all users have compatible hardware to access hosted or local Analytics System solutions. f. Installation of software to client PCs where required. g. Train staff who have not attended Oracle Hospitality Analytics System application training. h. Ensure A valid backup solution is installed and tested to the point of restoring the database. i. If Services are provided remotely, Oracle resources may provide Services via phone, a customer-specific


59







a. All communications and documentation will be in English. b. The Services are designed to go-live in the production Services environment at one time. Multiple or

staged go-lives are not included in the Services. c. Training is provided for Oracle Hospitality Analytics System products only. d. Additional charges may result if You or Your third party vendors have not completed the required


e. Additional training sessions to accommodate larger teams or advanced training sessions will require a change order.



60

Oracle Hospitality Hotel Inventory Management System Implementation and Configuration Cloud Service - per Hour Part Number: B89809 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Inventory Management System Implementation and Configuration Cloud Service (“Total Hours”) related to Your Oracle Hospitality Hotel Inventory Management System deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Review Your hosted Cloud environment. b. Review the Oracle Hospitality Pre-installation guide for applying software configurations. c. Install Hospitality Inventory Management System application. d. Create Oracle Hospitality Hotel Inventory Management System users and associated permissions. e. Create cost centers and product definitions. f. Configure user processes for transactional modules, such as Ordering, Receiving, Inventory Counts and

Transfers. g. Test the configurations, review configuration reports, review stationery forms, and review screen flow

in either Your production or test environment. 2. Software Application Training

a. Conduct up to up to one (1) training sessions for each transactional module (“Oracle Hospitality Hotel Inventory Systems Training”), each of which is up to four (4) hours in duration and may be attended by up to eight (8) of Your resources. Topics covered will include basic application use and system administration for: i. Configuration of individual stock items and supplier recipe details.

ii. Reporting and reviewing inventory results using the standard Oracle report set. Your Obligations and Project Assumptions In addition to the obligations and assumptions stated in Your order, You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following obligations and the following project assumptions:

1. Your Obligations a. Provide Oracle access to Your Hotel applications required for the performance of Services. b. Provide Oracle access as required to Your test and/or production environment for the performance of

Services. c. 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. d. Complete necessary hardware (example: Oracle Hospitality Hotel Inventory Management Systems)

placement and connection to the network according to the specifications outlined in the Oracle Hospitality hardware sizing guide.

e. Complete the Oracle Hospitality Hotel Inventory Management System Pre-installation guides, including Master Data sheets for all items, recipes, suppliers, units and item costs. These will be required prior to installation commences at a date agreed between You and Oracle.

f. Schedule Your staff to attend required Oracle Hospitality Inventory training sessions. g. Perform all data entry. h. Review, enter and sign off on all tax and financial information within the system to ensure this meets

Your own and local requirements. i. Verify all users have compatible hardware to access Your Inventory Management solution. j. Installation of software to client PCs where required.

61

k. Train staff who have not attended Oracle Hospitality Hotel Inventory Management System application training.

l. Verify a valid backup solution is installed and tested to the point of restoring the database. m. If Services are provided remotely, Oracle resources may provide Services via phone, a customer-specific

web portal (if ordered), and/or electronic communication. You agree that Oracle resources may access Your systems, throughout the performance of Services, using an Oracle defined standard virtual private network (“VPN”) or Oracle Web Conference (“OWC”). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows: i. You are responsible for ensuring that (i) Your network and systems comply with specifications





2. Project Assumptions a. All communications and documentation will be in English. b. The Services are designed to go-live in the production services environment at one time. Multiple or

staged go-lives are not included in the Services. c. Training is provided for Oracle Hospitality Inventory Management System products only. d. Additional charges may result if You or Your third party vendors have not completed the required





62

Oracle Hospitality Hotel Inventory Management System Consulting Cloud Service - Per Hour Part Number: B89810 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Inventory Management System Consulting Cloud Service (“Total Hours”) related to Your Oracle Micros Inventory Management System deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Review Your business rules and operational standards b. Review application parameters. c. Create Oracle Hotel Inventory Management System users and associated permissions Review

configuration of cost centers and product definitions. d. Review user processes for transactional modules, e.g. Ordering, Receiving, Inventory Counts and

Transfers. e. Review configurations, configuration reports, stationery forms and screen flow.


a. Conduct up to up to one (1) training sessions for each module (“Oracle Hospitality Inventory Systems Application Training”), each of which is up to four (4) hours in duration and may be attended by up to eight (8) of Your resources.


1. Your Obligations a. Provide Oracle access to Your Hotel applications required for the performance of Services. b. 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. c. Complete necessary hardware (example: Oracle Hospitality Inventory Management Systems)

placement and connection to the network according to the specifications outlined in the Oracle Hospitality hardware sizing guide.

d. Complete the Oracle Hospitality Inventory Management System Pre-installation Guides and master data sheets for all items, recipes, suppliers, units and item costs prior to commencement of Services.

e. Schedule Your staff to attend required Oracle Hospitality Inventory training sessions. f. Perform all data entry. g. Review, enter and sign off on all tax and financial information within the system to ensure this meets

Your own and local requirements. h. Verify all users have compatible hardware to access Your Inventory Management System. i. Installation of software to client PCs where required. j. Train staff who have not attended Oracle Hospitality Inventory Management System application

training. k. Verify a valid backup solution is installed and tested to the point of restoring the database. l. If Services are provided remotely, Oracle resources may provide Services via phone, a customer-specific


63







a. All communications and documentation will be in English. b. Training is provided for Oracle Hospitality Inventory Management System products only. c. Oracle Hospitality application training is conducted by module (e.g. purchasing, recipes, transactions,

invoicing control, store management. d. Additional charges may result if You or Your third party vendors have not completed the required




physical hardware installation. k. Project Management is not included in the Services. l. Implementation of the Oracle Hospitality Hotel Inventory Management System is not included in the

Services.

64

Oracle Hospitality Hotel Business Intelligence Implementation and Configuration Cloud Service - Per Hour Part Number: B89811 Description of Services You have ordered the quantity of hours identified in Your order of Oracle Hospitality Hotel Business Intelligence Implementation and Configuration Cloud Service (“Total Hours”) related to Your Oracle Hospitality OPERA Business Intelligence deployment(s), which Services may include assistance with any of the following:

1. Software Configuration a. Review Your hosted Cloud environment. b. Review pre-installation guide for applying software requirements. c. Create users/granting permissions. d. Configure system variables. e. Create and/or edit customized dashboards and reports.


a. Conduct training sessions for Business Intelligence modules to be implemented, each of which is up to four (4) hours in duration and may be attended by up to ten (10) of Your resources.


1. Your Obligations a. Provide Oracle access to Your Hotel applications required for the performance of Services. b. Provide Oracle access to Your test environment required for the performance of Services. c. 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. d. Complete necessary hardware (example: Oracle Hospitality server(s), Interface PC, OXI PC) placement

and connection to the network according to the specifications outlined in the Oracle Hospitality hardware sizing guide.

e. Complete the Oracle Hospitality Pre-installation Guide prior to the commencement of Services. f. Schedule Your staff to attend required Oracle Hospitality training sessions. g. Ensure database access to source systems are in place. h. Train staff who has not attended Oracle Hospitality application training. i. If remote Services are required, in order for Oracle to perform Services under this order, You will

provide a virtual private network (“VPN”) access to Your systems through a network connection You create between Oracle and Your systems.





65



a. All communications and documentation will be in English. b. The Services are designed to go-live in the production services environment at one time. Multiple or

staged go-lives are not included in the Services. c. Training is provided for Oracle Hospitality products only. d. Oracle Hospitality application training is conducted by module. e. Additional charges may result if You or Your third party vendors have not completed the required


f. Additional training sessions to accommodate larger teams or advanced training sessions will require a change order.

g. Development of new reports is not included in the Services. h. Development of a new application interface is not included in the Services. i. Configuration or training of third party applications is not included in the Services. j. The Services will be performed either by onsite delivery resources or remotely and does not include


66

Oracle Hospitality EMM Cloud Services for Simphony – Silver

Part Number B90008


Oracle will provide You with the following Services for Your centrally maintained Oracle Hospitality Simphony,

version 2, enterprise database (the “Enterprise Application(s)”) during the Service Period (defined below):

1. Configuration of Your Enterprise Application(s). a. Develop a Work Plan with You for the performance of the Services. b. Configure the following Simphony features:

i. Menu updates, which will consist of the following (collectively, “Simphony Menu Updates”): 1. Menu items; 2. Menu item prices; 3. Condiments; 4. Combo meals; 5. Combo meal side groups; 6. Conversational ordering module (“COM”) menu items; 7. Menu item classes; 8. Print classes; 9. Barcodes; and

10. User interface element.

i. Sales updates, which will consist of the following (collectively, “Simphony Sales Updates”): 1. Discounts; 2. Promotions; 3. Coupons; 4. Tenders; and 5. Service charges.

ii. Retail price updates, which will consist of the following (collectively, “Simphony Retail Price Updates”): 1. Menu item prices; 2. Condiment prices; 3. Combo meal prices; and 4. COM prices.

2. Enterprise Menu Management (“EMM”) Service Request Services. a. Subject to Section 2.b below, Oracle will process service requests (individually, an “EMM Request”, or

“EMM Service Request” or “EMM SR”, and collectively “EMM Service Requests” or “EMM SRs”) to provide Changes (defined below) to the Enterprise Application(s) as set forth below:

i. Upon receipt of the EMM SR, Oracle will review the request and contact You, if necessary, to clarify requirements and also confirm anticipated deployment dates, if any, of any Changes to the Enterprise Application(s).

ii. If the EMM SR is determined by Oracle to be outside the scope of Services, the EMM SR will be closed as out of scope and Oracle will have no further obligation with respect to such EMM SR.

iii. Oracle shall assign an EMM SR Level, as defined below in Section 2.b to every active EMM SR based on the quantity of Changes.

iv. Oracle shall add the EMM SR to the work schedule. v. If there are multiple active EMM SRs, Oracle will use reasonable efforts, where possible, to allocate

the workflow according to Your stated preference; however, Oracle maintains sole discretion in determining ultimate workflow allocation;

vi. Oracle will work on an open EMM SR until one of the following occurs:

67

1. The agreed upon Changes have been applied and verified by You; 2. Oracle has determined that no further action will be taken on the EMM SR; or 3. Both You and Oracle agree to close the EMM SR.

b. EMM Service Request Levels. i. Service request levels and objectives are defined as follows (hereinafter, “EMM Service Request

Level(s)” and “EMM Service Request Level Objective(s)” respectively):

EMM Service Request

Level

Definition of EMM Service Request

Level

EMM Service

Request Level

Objectives *

Level 3 Change Up to 5 Changes comprising of up to 5

Simphony Sales Updates 5 Working Days

Level 4 Change Up to 10 total Changes comprising of

Simphony Menu Updates 2 Working Days

Level 5a Change Up to 500 Simphony Retail Price Updates 5 Working Days

* The EMM Service Request Level Objectives as set forth in this section are subject to

Section 2.h (defining “Service Hours”) and 2.j (defining “Working Day”) below and are targeted

goals only.

ii. The mix of EMM Service Request Levels for the Enterprise Application(s) hereunder shall not exceed the maximum number of EMM SRs allowed during the Service Period, as set out in the table below.

EMM Service Request Level Maximum Number of EMM SRs/Service Period

Level 3 Change 2 per Service Period


Level 5a Change 1 per Service Period


You acknowledge that Your timely provision of and access to assistance, cooperation, complete and accurate information

and data from Your officers, agents, and employees (collectively, “cooperation”) are essential to the performance of any

Services. Oracle will not be responsible for any deficiency in performing Services if such deficiency results from Your

failure to provide full cooperation.

You acknowledge that Oracle’s ability to perform the Services depends upon Your fulfillment of the following

obligations and the following project assumptions:

1. Your Obligations

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a. Obtain Cloud Services under separate contract prior to the commencement of Services under this exhibit and maintain such Cloud Services for the duration of the Services provided under this exhibit.

b. Provide Oracle with full access to relevant functional, technical and business resources with adequate skills and knowledge to support the performance of Services.

c. Provide any notices, and obtain any consents, required for Oracle to perform Services, including if relevant, those related to the collection, use, processing, transfer and disclosure of personal data.

d. Limit Oracle’s access to any production environments or shared development environments to the extent necessary for Oracle to perform Services.

e. 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.

f. Prior to commencement of Services, You will provide, in writing, a list of representatives authorized to submit EMM SRs, and You shall instruct each such representative that, prior to submitting each EMM SR, s/he must complete a EMM Service Request form with complete and accurate detail, including:

i. Indicating the date of requested deployment of Changes, ensuring it coincides with the targeted EMM Service Request Level Objectives; and

ii. Completing the EMM Service Request form(s) (i.e., provide Your configuration requirements), on the form provided to You by Oracle on a spreadsheet.

g. Assign appropriate technical resources for resolution of EMM SRs within the Enterprise Application(s). h. Provide the appropriate approvals/consents as required to support the performance of Services. i. Perform all respective testing of Changes to Your Enterprise Application related to the associated EMM

Service Request(s). j. Once Oracle provides You with notice that the Changes are ready to be made to the Enterprise Sites,

You shall have three (3) business days to review and test the Changes and provide Oracle with written notice of any deficiencies (“Acceptance Period”). If you do not provide such notice within the Acceptance Period, then Your approval to proceed with deployment of the Changes shall be deemed given at the end of the Acceptance Period and the associated EMM SR will be closed.

k. Any subsequent request by You to add to or in any way adjust a previously submitted EMM SR will be treated as a new EMM SR.

l. Perform software upgrades as required by Oracle to support the performance of Services. m. Update Your business data in the applications that interface with the Enterprise Application(s), as

requested by Oracle, to achieve closure of a EMM Service Request. n. Use reasonable efforts to notify Oracle’s project manager of a change in Your assigned team members

at least five (5) business days prior to the institution of the resource change. o. You agree that Oracle resources may access Your systems, throughout the performance of Services,

using an Oracle defined standard virtual private network (VPN) or Oracle Web Conference (OWC). If a network connection between Oracle and Your systems is required for Oracle resources to perform Services under this order, You will provide access to Oracle as follows:



69



2. Project Assumptions a. Project communication will be in English. b. Services will be performed remotely by Oracle. c. Oracle will provide the Services using Oracle tools and systems including tools for collecting, managing,

updating, and presenting information. d. “Changes” are defined as the addition or update to the configuration features identified in Section A

(Configuration of Your Enterprise Application(s)) above. The quantity of Changes that may be requested for each of the features is as defined in Section 2.b (Service Request Levels) above. As EMM SRs may contain any combination of Changes, Oracle will identify an appropriate EMM Service Level to be assigned to each EMM SR on submission.

e. “Enterprise Sites” are defined as the operational level locations as configured in the Enterprise Application(s).

f. You and Oracle each agree to designate a project manager who shall be responsible for coordinating its activities.

g. 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 the consultants.

h. EMM Service Requests will be processed in accordance with the primary service hours, which are Monday through Friday, 9:00am – 5:00pm EST excluding public holidays (“Service Hours”).

i. EMM Service Level Objectives set out in Section 2.b (Service Request Levels) above are measured during the Service Hours from the time the EMM SR has been assigned to an Oracle resource.

j. A “Working Day” for each EMM SR is defined as any business day during Service Hours when an Oracle resource has such EMM SR, provided that such EMM SR was first assigned to him/her prior to 10:00 am local time on that business day.

k. Oracle will use reasonable efforts to notify You of a change in an assigned Oracle team member at least five (5) business days prior to the institution of the resource change event.

l. The EMM Service Request Level Objectives described in Section 2.b (Service Request Levels) above are not applicable and will not serve as a guideline as indicated therein where the EMM SR or the delay, as applicable, has one or more of the following attributes, to the extent that such attribute materially affects Oracle’s ability to comply with such objectives:

i. The EMM SR is submitted by a contact not defined by You in the Work Plan; in such an event, the EMM SR will be rejected and referred back for authorization;

ii. The EMM SR is submitted in a format outside of the EMM Service Request Procedure as defined in Section 2.b (Enterprise Menu Management (“EMM”) Service Request Services) above;

iii. The EMM SR, or delay in meeting the EMM Service Request Level Objectives, results from something unrelated to any Services provided by Oracle (e.g. infrastructure You control);

iv. The EMM SR, or delay in meeting the EMM Service Request Level Objectives, results from a force majeure event;

v. The EMM SR, or delay in meeting the EMM Service Request Level Objectives, results from a network, power transmission, or telecommunications anomaly;

70

vi. The EMM SR, or delay in meeting the EMM Service Request Level Objectives, results from the failure of infrastructure not provided by, or within the sole control of, Oracle;

vii. The EMM SR, or delay in meeting the EMM Service Request Level Objectives, results from the action, or inaction, of a person or entity not involved with the delivery of Services;

viii. The EMM SR, or delay in meeting the EMM Service Request Level Objectives, results from Your failure to fulfill Your obligations as set out in Section 2.b (Your Obligations) above; and

ix. The delay in meeting the EMM Service Request Level Objectives, results from the total number of EMM SRs not being evenly reported throughout the Service Period.

m. On the date that You reach the Maximum Number of EMM SRs/Service Period for the specific EMM Service Request Level as set out in Section 2.b (Service Request Levels) above (“Ceiling Date”), between the Ceiling Date and the End Date, Oracle will stop processing any additional EMM SRs logged by You at the specific EMM Service Request Level. Contact Your Oracle sales representative to purchase additional Services, under a separate contract.

n. Anything not expressly listed in Section 1 (Description of Services) is not included in the scope of, or fees for, Services. Items identified as out of scope include, without limitation, the following; the following is not an exhaustive list: i. Custom report development.

ii. Installation of POS and/or dependent third party software; iii. Configuration of third party software; iv. Physical hardware installation and configuration; v. Network configuration changes;

vi. Services required to address changes in third party products; vii. Custom Report Development; and

viii. Application or staff training.

Unused Services

The Services will be made available to You beginning on i) the date of Your order if Your Oracle Simphony

deployment(s) are deployed (as determined by Oracle) as of the customer signature date of Your order, or ii) the

date of Your first EMM Service Request submission if Your Oracle Simphony deployments(s) are not deployed (as

determined by Oracle) as of the customer signature date of this order, and for twelve (12) months thereafter (the

“Service Period”). In the event the maximum number of EMM Service Requests have not been used within the

Service Period, such unused Requests will be automatically forfeited by You, with no further action required of either

party, and You shall not be entitled to any refund, or any credit towards additional or other Services, for any unused

portion of the EMM Service Requests. You may not use the EMM Service Requests for any Services other than

Services described herein for Your Enterprise Application(s).

71

Oracle Hospitality EMM Cloud Services for Simphony – Bronze

Part Number B90009




1. Configuration of Your Enterprise Application(s). a. Develop a Work Plan with You for the performance of the Services. b. Configure the following Simphony features:

i. Menu updates, which will consist of the following (collectively, “Simphony Menu Updates”): 1. Menu items; 2. Menu item prices; 3. Condiments; 4. Combo meals; 5. Combo meal side groups; 6. Conversational ordering module (“COM”) menu items; 7. Menu item classes; 8. Print classes; 9. Barcodes; and


2. Enterprise Menu Management (“EMM”) Service Request Services. a. Subject to Section 2.b below, Oracle will process service requests (individually, an “EMM Request”, or

“EMM Service Request” or “EMM SR”, and collectively “EMM Service Requests” or “EMM SRs”) to provide Changes (defined below) to the Enterprise Application(s) as set forth below:






vi. Oracle will work on an open EMM SR until one of the following occurs: 1. The agreed upon Changes have been applied and verified by You; 2. Oracle has determined that no further action will be taken on the EMM SR; or 3. Both You and Oracle agree to close the EMM SR.



EMM Service Request

Level

EMM Service

Request Level

Objectives *

72


Level





goals only.











1. Your Obligations a. Obtain Cloud Services under separate contract prior to the commencement of Services under this exhibit

and maintain such Cloud Services for the duration of the Services provided under this exhibit. b. Provide Oracle with full access to relevant functional, technical and business resources with adequate

skills and knowledge to support the performance of Services. c. Provide any notices, and obtain any consents, required for Oracle to perform Services, including if

relevant, those related to the collection, use, processing, transfer and disclosure of personal data. d. Limit Oracle’s access to any production environments or shared development environments to the

extent necessary for Oracle to perform Services. e. 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.




g. Assign appropriate technical resources for resolution of EMM SRs within the Enterprise Application(s).

73

h. Provide the appropriate approvals/consents as required to support the performance of Services. i. Perform all respective testing of Changes to Your Enterprise Application related to the associated EMM
















74
















ix. The delay in meeting the EMM Service Request Level Objectives, results from the total number of EMM SRs not being evenly reported throughout the Service Period.

m. On the date that You reach the Maximum Number of EMM SRs/Service Period for the specific EMM Service Request Level as set out in Section 2.b (Service Request Levels) above (“Ceiling Date”), between the Ceiling Date and the End Date, Oracle will stop processing any additional EMM SRs logged by You at the specific EMM Service Request Level. Contact Your Oracle sales representative to purchase additional Services, under a separate contract.

n. Anything not expressly listed in Section 1 (Description of Services) is not included in the scope of, or fees for, Services. Items identified as out of scope include, without limitation, the following; the following is not an exhaustive list: i. Custom report development.


vi. Services required to address changes in third party products; vii. Custom Report Development; and

viii. Application or staff training.

75

Unused Services




determined by Oracle) as of the customer signature date of this order, and for twelve (12) months thereafter (the






76

Oracle Hospitality EMM Cloud Services for Simphony – Introductory

Part Number B90010




1. Configuration of Your Enterprise Application(s). a. Develop a Work Plan with You for the performance of the Services. b. Configure the following Simphony features: i. Menu updates, which will consist of the following (collectively, “Simphony Menu Updates”):

1. Menu items; 2. Menu item prices; 3. Condiments; 4. Combo meals; 5. Combo meal side groups; 6. Conversational ordering module (“COM”) menu items; 7. Menu item classes; 8. Print classes; 9. Barcodes; and


2. Enterprise Menu Management (“EMM”) Service Request Services. a. Subject to Section 2.bbelow, Oracle will process service requests (individually, an “EMM Request”, or “EMM Service Request” or “EMM SR”, and collectively “EMM Service Requests” or “EMM SRs”) to provide Changes (defined below) to the Enterprise Application(s) as set forth below:






vi. Oracle will work on an open EMM SR until one of the following occurs: 1. The agreed upon Changes have been applied and verified by You; 2. Oracle has determined that no further action will be taken on the EMM SR; or 3. Both You and Oracle agree to close the EMM SR.



EMM Service Request

Level

EMM Service

Request Level

Objectives *

77


Level





goals only.











1. Your Obligations a. Obtain Cloud Services under separate contract prior to the commencement of Services under this exhibit

and maintain such Cloud Services for the duration of the Services provided under this exhibit. b. Provide Oracle with full access to relevant functional, technical and business resources with adequate

skills and knowledge to support the performance of Services. c. Provide any notices, and obtain any consents, required for Oracle to perform Services, including if

relevant, those related to the collection, use, processing, transfer and disclosure of personal data. d. Limit Oracle’s access to any production environments or shared development environments to the

extent necessary for Oracle to perform Services. e. 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.




78

g. Assign appropriate technical resources for resolution of EMM SRs within the Enterprise Application(s). h. Provide the appropriate approvals/consents as required to support the performance of Services. i. Perform all respective testing of Changes to Your Enterprise Application related to the associated EMM















79

















ix. The delay in meeting the EMM Service Request Level Objectives, results from the total number of EMM SRs not being evenly reported throughout the Service Period. a. On the date that You reach the Maximum Number of EMM SRs/Service Period for the specific EMM Service Request Level as set out in Section 2.b (Service Request Levels) above (“Ceiling Date”), between the Ceiling Date and the End Date, Oracle will stop processing any additional EMM SRs logged by You at the specific EMM Service Request Level. Contact Your Oracle sales representative to purchase additional Services, under a separate contract.

m. Anything not expressly listed in Section 1 (Description of Services) is not included in the scope of, or fees for, Services. Items identified as out of scope include, without limitation, the following; the following is not an exhaustive list: i. Custom report development.


vi. Services required to address changes in third party products;

80

vii. Custom Report Development; and viii. Application or staff training.

Unused Services




determined by Oracle) as of the customer signature date of this order, and for three (3) months thereafter (the






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