Oracle Corporation UK Limited

Eloqua Enterprise Additional 5 Environments Cloud Service (B76093)

Modern marketing and communications for the public sector. Deliver individualised experiences and drive communications across multiple channels. Oracle Eloqua helps ensure every component of communications works harder to drive revenue, create cost savings and promote better outcomes. Complete marketing automation solution for creating campaigns, engaging citizens, and measuring success.

Features

  • 5 additional sandbox test environments to your Eloqua Enterprise subscription.

Benefits

  • 5 Additional test environment for your marketing campaigns

Pricing

£46897 per unit per month

Service documents

G-Cloud 9

469186226772548

Oracle Corporation UK Limited

Adrienne Belton

+44 118 92 43257

Gcloud-enquiries_gb@oracle.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times based on severity of incident. Severity definitions available in section 5.3 http://www.oracle.com/us/corporate/contracts/ocloud-hosting-delivery-policies-3089853.pdf. Questions may also be asked via the online user communities.
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 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Oracle products are tested for accessibility using a variety of techniques including automated tools, expert heuristic review, visual inspection, manual operation, and testing with various AT by both disabled and non-disabled users. We report the outcome of that testing using the Voluntary Product Accessibility Template (VPAT). The VPAT was developed by ITI and GSA to assist Federal contracting officials and other buyers in making preliminary assessments regarding the availability of commercial ICT products and services with features that support accessibility. See Voluntary Product Accessibility Templates for an in-depth discussion of how we use the VPAT, and to locate the VPATs for Oracle products.
Onsite support No
Support levels Oracle provides enhanced electronic-based and telephone technical support to customers with a current technical support services agreement. Customers have access to the largest and most advanced support organization in the world, with more than 50,000 development engineers and customer support specialists, working in 29 languages from 28 global support centers across 145 countries.
Technical support services are available to resolve product issues quickly and accurately by providing answers to product questions that are general or routine in nature. This includes questions about product functionality, syntax, setup, and use. Technical support engineers will also work with customers to diagnose and troubleshoot errors, determine workarounds, and process enhancement requests.
Technical support is provided for issues (including problems created by the user) that are demonstrable, running unaltered, and on an appropriate hardware, database and operating system configuration, as specified in the customer order or program documentation.
In addition, working with the global support hubs, Oracle provides onsite hardware support for Oracle and Sun branded systems either directly, or in some countries through an extensive partner network. For further information please refer to Oracle Technical Support Policy documents provided at: http://www.oracle.com/us/support/policies/index.html.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Oracle provides onboarding services and expert services for our customers., Oracle provides onboarding services and expert services for our customers. Oracle also has select partners who will assist with the delivery and implementation. Services include, deployment, testing, training, integration, process mapping and support. , Oracle provides onboarding services, expert services, education and training for our customers. Oracle also has select partners who will assist with the delivery and implementation. Services include deployment, testing, training, and integration.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Oracle provides a range of documentation online and in PDF
End-of-contract data extraction For a period of no less than 60 days after the expiration of the Services, Oracle will make available production data via secured protocols, or keep the service system accessible, for the purpose of data retrieval by the customer
End-of-contract process After termination or expiration of the Services under Your order, or at Your request, Oracle will delete or otherwise render inaccessible the production Services, including Your Content residing therein, in a manner designed to ensure that they cannot reasonably be accessed or read, unless there is a legal obligation imposed on Oracle preventing it from deleting all or part of the service environment.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Oracle products are tested for accessibility using a variety of techniques including automated tools, expert heuristic review, visual inspection, manual operation, and testing with various AT by both disabled and non-disabled users. We report the outcome of that testing using the Voluntary Product Accessibility Template (VPAT). The VPAT was developed by ITI and GSA to assist Federal contracting officials and other buyers in making preliminary assessments regarding the availability of commercial ICT products and services with features that support accessibility. See Voluntary Product Accessibility Templates for an in-depth discussion of how we use the VPAT, and to locate the VPATs for Oracle products.
API Yes
What users can and can't do using the API .
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources Oracle Maketing Cloud applications scales both vertically and horizontally. Horizontally, Oracle Application Server can increase its throughput with Oracle Application Server Clusters, where several application server instances are grouped together to share a workload. Also, Oracle Application Server provides great vertical scalability, allowing you to start several virtual machines from the same configuration files inside a single operating environment (automatically configuring ports, applications and routing). This provides the advantage of vertical scaling based on multiple processes, but eliminates the overhead of administering several separate application server instances.

Analytics

Analytics
Service usage metrics Yes
Metrics types Oracle will provide the customer with access to a customer notifications portal. This portal will provide metrics on system availability for Cloud services purchased under the ordering document. If metrics for certain Cloud services are not available on the customer notifications portal, Oracle will provide metrics on system availability upon receipt of a service request submitted by the customer.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations No
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach Physical access to Oracle cages within data centres controlled via badge and biometric measures. Access Control Lists verified by Oracle support managers. Database encryption at rest option. Backup tapes encrypted.
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Oracle Eloqua provides Data Export Tool for exporting the data.The export is made available via a link to an Oracle Eloqua hosted URL. You can also upload the export file to a Secure File Transfer Protocol (SFTP) server.
Data export formats CSV
Data import formats Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks IPSec VPN available as an option
Data protection within supplier network Other
Other protection within supplier network Data-in-transit within Oracle internal network is unencrypted. However it is monitored by the McAfee Intrusion Detection System (IDS) for detection of anomalous and/or malicious activity.

Availability and resilience

Availability and resilience
Guaranteed availability Oracle works to meet the Target Service Availability Level, or Target Uptime, of 99.5% in accordance with the terms set forth in the Cloud Service Pillar documentation for the applicable Cloud Service.
Approach to resilience Redundancy is built in to all Oracle Systems. Each site in turn has its own redundancies built in with dual data feeds, backup power solutions and each operated in a N+1 configuration.
Outage reporting Outages originating from from Data Centre are initially reported to Oracle via email to nomiated support staff. Customers are alerted via emails from relevant Oracle service team to noiminated Customer administrators.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels The customer Admin User and the administrators they create are granted access to the My Oracle Support (MOS) channel. This enables them to raise Service Requests via the MOS Portal or via phone-call.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Schellman
ISO/IEC 27001 accreditation date 1/19/2017
What the ISO/IEC 27001 doesn’t cover Available on request
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations SOC1 and 2

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Information security policies and processes have been assessed as part of IOS 27001 certification.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The Cloud Change Management process manages the introduction of changes into any Cloud environment and is designed to ensure minimal disruption from planned outages and quick recovery from unplanned outages. Oracle Cloud Operations performs changes to cloud hardware infrastructure, operating software, product software, and supporting application software to maintain  operational stability, availability, security, performance, and currency of the Oracle Cloud.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Oracle Cloud follows a vulnerability management process and procedure that includes identification of vulnerabilities, ranking of vulnerabilities by severity, prioritization of vulnerability remediations by severity and re-testing.  All changes required by vulnerability remediations follow our standard change management processes
Protective monitoring type Supplier-defined controls
Protective monitoring approach Oracle have implemented protective monitoring controls in order to oversee how Cloud systems are used (or abused) and to assure user accountability for their use of these services. The controls include mechanisms for collecting log information and configuring logs in order to provide an audit trail of security relevant events of interest.
Incident management type Supplier-defined controls
Incident management approach "The Oracle Information Security Incident Reporting and Response Policy details the procedures that must be followed by all Oracle employees should an incident be identified. It includes:
·          Mandatory reporting of security events
·          Mandatory reporting of security weaknesses
·          Assessment and classification of security incidents
·          Incident classification and escalation
·          Preservation of evidence"

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £46897 per unit per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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