Oracle Corporation UK Limited

Oracle Cloud Service Units (CSUs)

Oracle Customer success Services offers a comprehensive set of services to support customers across all cloud deployment models. For additional service activities, customers can take advantage of Oracle Cloud Service Units (CSU). A CSU is a standard, minimum labor unit, which can be purchased in easy packages and consumed flexibly.

Features

• Minimum labour unit for services delivered by Advanced Customer Services
• Service activities for production and non-production Oracle Cloud environments
• Deployment coverage of Oracle Cloud Infrastructure and Cloud at
• Extensive catalog including backup, refresh, security risk assessments, data export/import
• Extensive catalog including log file administration, user management, CEMLI

Benefits

• Additional services for Advanced Customer Services Managed Cloud Services
• Fast and simplified contract process to consume desired add-on services
• Transparency through clear tracking and reporting on consumption
• Plan by selecting defined service units from a catalog
• Fast access to Advanced Customer Services expertise

£12,938.94 an instance a year

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Uk-publicsector_gb@oracle.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

784751744610236

Contact

Adrienne Belton
+44 (0) 7824 836641
Uk-publicsector_gb@oracle.com

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
• How the support service works: CSUs are available for Oracle environments supported by Advanced Customer Services on Oracle Cloud Infrastructure, Oracle Cloud Infrastructure Classic, and Oracle Cloud at Customer including:; • Production environments and production support environments ; • Managed Applications Unlimited. Each run and maintain service package includes initial allowance for CSUs, which can easily be extended; • Managed Database Cloud Service and Managed Java Cloud Service ; • Compute Cloud Service; • Managed Security Services; • Applications Unlimited non-production environments ; • Managed Cloud Help Desk for Applications Unlimited ; • Oracle Applications Cloud (SaaS) ; • Customer Success Management for Oracle Applications Cloud (SaaS) ; • Oracle Cloud Infrastructure (IaaS)

Service scope

• Service constraints: CSUs are available for flexible month-to-month consumption and will expire one year from the start of the Managed Cloud Services Period for such CSUs.; Minimum order is 100 CSU’s.; ; Please refer to the Service Description Document for further details.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Severity 1 = 30 minutes ; Severity 2 = 60 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Please refer to the Service Description Document.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: October 13, 2021
• What the ISO/IEC 27001 doesn’t cover: Limited to the information security management system (ISMS) supporting the Oracle Managed Cloud Services (OMCS) standardized services (those delivered using the current Oracle Statement of Work without modification) on Oracle Cloud Infrastructure (OCI), including infrastructure, information, systems, and personnel directly used to deliver these services to customers worldwide.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  We know that technology is critical in meeting the ambitious United Nations Sustainable Development Goals. At Oracle, all the data centres used in delivering G-Cloud contracts, including the dedicated private dual-region cloud for use by the UK public sector, operate an energy-efficient circular cloud and run entirely using 100% renewable energy.; ; We have programs in place to maximise the efficiency of our datacentres providing the services under this framework, including:; ; • Operating dense computing environments and attaining high utilisation rates; • Leveraging state-of-the-art intelligent energy management and cooling technologies; • Managing an elastic computing platform eliminating excess capacity builds; • Designing and deploying highly efficient servers and storage equipment.; ; Thanks to these initiatives, our data centres worldwide have achieved power usage effectiveness (PUE) as low as 1.15.; ; In 2019 we achieved the Energy Star® certification for our X7-2L and X8-2L series of engineered systems.; ; Colocation providers supporting Oracle’s Cloud Infrastructure are ISO14001, ISO9001 certified and complied with the EU Code of Conduct for Data Centres.; ; We track, calculate and report greenhouse gas emissions according to the Government’s updated Environmental Reporting Guidelines and publish a Carbon Reduction Plan (PDF).; We have publicly committed to being Net-Zero by 2050 with a 50% reduction by 2030, and our environmental goals include Carbon Neutrality for Scope 1 and Scope 2 emissions by 2025, a Net Zero Target including Scope 1, Scope 2 and Scope 3 emissions by 2050 and a 50% reduction in total emissions by 2030.; ; Oracle continues to invest in the Oracle Design for the Environment (DfE) program to achieve a more' circular' supply chain. This applies reverse logistics to recover and reuse hardware retired by customers and from Oracle’s cloud data centres. In 2020 we collected 1.1 million kilos of retired hardware assets, of which 99.6% were recycled.; ; Read more (https://www.oracle.com/uk/industries/government/climate-action/)

Pricing

• Price: £12,938.94 an instance a year
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Uk-publicsector_gb@oracle.com. Tell them what format you need. It will help if you say what assistive technology you use.