Oracle Corporation UK Limited

Social Engagement and Monitoring Cloud Service, Select Edition – (B75709) Production Environment

Oracle Social Engagement and Monitoring Cloud Service enables Government to discover, monitor and respond to social media conversations. Engage with and analyse over 40 million digital social media sources including social media networks, websites, blogs and news feeds to gain insight into your customers and the world they inhabit.

Features

  • Social media listening, social media monitoring.
  • Social media engagement, social media responses.
  • Find, listen and respond to relevant social conversations.
  • Monitor Facebook, Twitter, Instagram and over 40,000,000 social sources.
  • Filter out irrelevant conversations with industry-leading LSA+NLP+Boolean listening technology.
  • Create and reuse content to fine tune the right message.
  • Compare social effectiveness and share of voice with other organisations.
  • Advanced analytics for faster insights.

Benefits

  • Fast and easy to develop a meaningful social presence.
  • Catch up with the leaders quickly!
  • Capture deeper, more-actionable social insights.
  • Improve engagement, investigation and service delivery activities.
  • Reduce cost to serve by using the channel users prefer.
  • Concentrate on signal not noise: capture only the relevant conversations.
  • Create great content with right message to achieve goals quickly.
  • Measure effectiveness and return-on-investment.

Pricing

£1239.27 per unit

Service documents

G-Cloud 9

828290843860759

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 Please see http://www.oracle.com/us/products/system-requirements/overview/index.html for full system requirements
System requirements Please see http://www.oracle.com/us/products/system-requirements/overview/index.html

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 No
Onsite support No
Support levels Please see http://www.oracle.com/us/corporate/contracts/ocloud-hosting-delivery-policies-3089853.pdf for the levels of support provided by Oracle Cloud Services
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Oracle Consulting offers a range of packaged service options to help with the deployment and configuration of the solution. Oracle also has select partners who will assist with the delivery and implementation. Services include, deployment, testing, training, integration, process mapping and support.
Service documentation Yes
Documentation formats 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 Yes
Differences between the mobile and desktop service Mobile App Available
Accessibility standards None or don’t know
Description of accessibility Please see http://www.oracle.com/us/corporate/accessibility/policies/index.html for Oracle Accessibility Guidelines and Standards
Accessibility testing Oracle constantly evaluates its various product lines for conformance with the Oracle Accessibility Program policies, which combine provisions from Section 508 of the Rehabilitation Act as amended by the Workforce Investment Act of 1998 (codified at 36 CFR Part 1194), and the Web Content Accessibility Guidelines (WCAG) version 1.0 'AA' standards as produced by the Web Accessibility Initiative of the W3C.
API Yes
What users can and can't do using the API The RESTful API of Oracle Social Cloud Developer Platform allow admin users to access, respond to, update, and delete social network messages and access, create, update, anddelete posts to social networks. The REST API also includes advanced features, like accessing messages from non-social sites such as message boards, forums, blogs, review sites and more. Full documentation regarding the REST API for Oracle Social Cloud documentation is available
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
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 Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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. Databases encrypted at rest. 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 The user interface provides the ability to export the data , as per the nature of subscription, that allows standard or enterprise record to be exported.
Data export formats CSV
Data import formats CSV

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 nominated support staff. Customers are alerted via emails from relevant Oracle service team to nominated 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security No
Security governance accreditation No
Security governance approach Policies, processes and controls are aligned with those for Fusion SaaS, which has ISO 27001 certification.
Information security policies and processes Information security policies and processes are aligned with those for Fusion SaaS, which has ISO 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 £1239.27 per unit
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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