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Oracle Social Relationship Management Professional Services Descriptions

July 20, 2017

TABLE OF CONTENTS

ORACLE SOCIAL ENGAGEMENT & MONITORING: ONE-TIME SET-UP & TRAINING 3

SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE, LITE 3

SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE, LEAN 5

SOCIAL ENGAGEMENT AND MONITORING CONSULTING PACKAGE- ADVANCED DASHBOARD TRAINING 7

SOCIAL ENGAGEMENT AND MONITORING ADD-ON SERVICE PACK, BACK-SCORING SETUP 8

SOCIAL ENGAGEMENT AND MONITORING, CUSTOM INDICATOR 8

SOCIAL ENGAGEMENT AND MONITORING, CUSTOM TOPIC 9

ORACLE SOCIAL RELATIONSHIP MANAGEMENT: ANALYTICS BUNDLES 11

SOCIAL RELATIONSHIP MANAGEMENT CONTENT OPTIMIZATION PACKAGE 11

ORACLE SOCIAL ENGAGEMENT AND MONITORING: ANALYTICS BUNDLES 13

SOCIAL ENGAGEMENT AND MONITORING BRAND CONVERSATION LANDSCAPE PACKAGE 13

SOCIAL ENGAGEMENT AND MONITORING TOPIC CONVERSATION PACKAGE 14

SOCIAL ENGAGEMENT AND MONITORING CONTENT OPTIMIZATION PACKAGE 15

SOCIAL ENGAGEMENT AND MONITORING CAMPAIGN EVALUATION PACKAGE (POST- MORTEM) 17

APPENDIX (RETIRED OFFERINGS) 19

ORACLE SOCIAL MARKETING: ONE-TIME SET-UP & TRAINING 19

SOCIAL MARKETING CONSULTING PACKAGE, LITE – MID MARKET 19

SOCIAL MARKETING CONSULTING PACKAGE, LITE 20

SOCIAL MARKETING CONSULTING PACKAGE, LEAN 22

SOCIAL MARKETING TRAINING BUNDLE 24

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ORACLE SOCIAL RELATIONSHIP MANAGEMENT: CORE (ONGOING) SERVICES BUNDLES 25

SOCIAL RELATIONSHIP MANAGEMENT PLATFORM PLUS BUNDLE 25

SOCIAL RELATIONSHIP MANAGEMENT PLATFORM EXPERTISE BUNDLE 26

SOCIAL RELATIONSHIP MANAGEMENT STRATEGIC LEADERSHIP BUNDLE 27

ORACLE SOCIAL MARKETING: ANALYTICS BUNDLE 29

SOCIAL MARKETING MONTHLY ANALYTICS REPORTING BUNDLE 29

ORACLE SOCIAL MARKETING: IMPLEMENTATION SERVICES BUNDLES 30

SOCIAL MARKETING IMPLEMENTATION, BRONZE SERVICE PACKAGE 30

SOCIAL MARKETING IMPLEMENTATION, SILVER SERVICE PACKAGE 31

SOCIAL MARKETING IMPLEMENTATION, GOLD SERVICE PACKAGE 32

SOCIAL MARKETING IMPLEMENTATION, PLATINUM SERVICE PACKAGE 33

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Oracle Social Engagement & Monitoring: One-Time Set-Up & Training

Social Engagement and Monitoring Consulting Package, Lite

SKU Part #B69968 Oracle will provide to you up to fourteen (14) hours of remote assistance related to the Oracle Social

Engagement and Monitoring Program (“Program”), as set forth below (“Services”).

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you copies of the Topic Definition Form, Indicator Definition Form and Social Properties Form each to be completed by you and returned to Oracle’s project manager within one (1) month from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to thirty (30) minute telephone introduction conference call to do the following:

o Introduce your team to the Oracle resource and project manager who will be performing the Services;

o Discuss the Topics (as defined below); o Review the Topic Definition Form; o Discuss the Indicators (as defined below); o Review the Indicator Definition Form; o Discuss the Social Properties (as defined below); o Review the Social Properties Form; and o Schedule the first webinar training session described below

Provide up to thirteen and one-half (13.5) hours of assistance related to the Program during the Professional Services Period (as defined below). Services will include the services listed below (“Program Services”).

o Enter your password and user name for the Social Properties into the Program to receive data from the Social Properties.

o Provide up to six (6) hours of assistance to create up to three (3) Topics. o Provide up to four (4) hours of assistance to create one (1) Indicator. o At a time mutually agreed to by the project managers, conduct an up to sixty (60) minute

webinar training session for up to five (5) of your employees to review the processes of Topic creation and Indicator creation for, and dashboard functionality of, the Program including an overview of the primary features and additional administrative setup of the Program.

o At a time mutually agreed to by the project managers, conduct an up to thirty (30) minute telephone conference call for up to five (5) of your employees to answer follow-up questions (if any) regarding Topic creation, Indicator creation, and dashboard functionality addressed during the webinar training session described in the bullet immediately above.

o At a time mutually agreed to by the project managers, conduct an up to sixty (60) minute webinar training session for up to five (5) of your employees to present a functional overview of the Program including importing social media channels, creating new users, setting permissions, labels and other Program functionality.

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o At a time mutually agreed to by the project managers, conduct an up to thirty (30) minute telephone conference call for up to five (5) of your employees to answer follow-up questions (if any) regarding importing social media channels, creating new users, setting permissions, labels, and other Program functionality addressed during the webinar training session described in the bullet immediately above.

o Provide assistance to your project manager in accessing education webinars, training sessions and Oracle self-directed Program educational materials that may be generally available to Oracle customers for no additional cost.

You must choose up to three (3) Topics from the list of Topics set forth in the Topic Definition Form, and return the fully completed Topic Definition Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Topic Definition Form will represent the specific Topics for the Program Services described above and once received by Oracle, the Topics will be fixed for the Professional Services Period. A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns. You must choose one (1) Indicator from the list of Indicators set forth in the Indicator Definition Form, and return the fully completed Indicator Definition Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Indicator Definition Form will represent the specific Indicator for the Program Services described above and once received by Oracle, the Indicator will be fixed for the Professional Services Period. An “Indicator” is a specialized filter used to further categorize data into groups for analytics, as well as for auto-tagging to route follow-up opportunities to the appropriate business function. You must choose the Social Properties from the list of Social Properties set forth in the Social Properties Form, and return the fully completed Social Properties Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Social Properties Form will represent the specific Social Properties for the Program Services described above and once received by Oracle, the Social Properties will be fixed for the Professional Services Period. A “Social Property” is a social stream including but not limited to Facebook, Twitter, Google+, and other Oracle-supported Properties. The Program Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Topic Definition Form, Indicator Definition Form and Social Properties Form (“Program Services Start Date”) and must be used within twelve (12) months from the Program Services Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Topic Definition Form, Indicator Definition Form and Social Properties Form have not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

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Social Engagement and Monitoring Consulting Package, Lean

SKU Part #B69969 Oracle will provide to you up to twenty-four (24) hours of remote assistance related to the Oracle Social

Engagement and Monitoring Program (“Program”), as set forth below (“Services”).

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you copies of the Topic Definition Form, Indicator Definition Form, and Social Properties Form each to be completed by you and returned to Oracle’s project manager within one (1) month from your order’s signature date unless otherwise stated in your order (“Introductory Period”).



o Discuss the Topics (as defined below); o Review the Topic Definition Form; o Discuss the Indicators (as defined below); o Review the Indicator Definition Form; o Discuss the Social Properties (as defined below); o Review the Social Properties Form; and o Schedule the first webinar training session described below

Provide up to twenty-three and one-half (23.5) hours of assistance related to the Program during the Professional Services Period (as defined below). Services will include the services listed below (“Program Services”).


o Provide up to ten (10) hours of assistance to create up to five (5) Topics. o Provide up to ten (10) hours of assistance to create up to two (2) Indicators. o At a time mutually agreed to by the project managers, conduct an up to sixty (60) minute

webinar training session for up to five (5) of your employees to review the processes of Topic creation and Indicator creation for, and dashboard functionality of, the Program including an overview of the primary features and additional administrative setup of the Program.

o At a time mutually agreed to by the project managers, conduct an up to thirty (30) minute telephone conference call for up to five (5) of your employees to answer follow-up questions (if any) regarding Topic creation, Indicator creation, and dashboard functionality addressed during the webinar training session described in the bullet immediately above.


o At a time mutually agreed to by the project managers, conduct an up to thirty (30) minute telephone conference call for up to five (5) of your employees to answer follow-up questions (if any) regarding importing social media channels, creating new users, setting permissions, labels,

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and other Program functionality addressed during the webinar training session described in the bullet immediately above.


You must choose up to five (5) Topics from the list of Topics set forth in the Topic Definition Form, and return the fully completed Topic Definition Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Topic Definition Form will represent the specific Topics for the Program Services described above and once received by Oracle, the Topics will be fixed for the Professional Services Period. A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns. You must choose up to two (2) Indicators from the list of Indicators set forth in the Indicator Definition Form, and return the fully completed Indicator Definition Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Indicator Definition Form will represent the specific Indicator for the Program Services described above and once received by Oracle, the Indicator will be fixed for the Professional Services Period. An “Indicator” is a specialized filter used to further categorize data into groups for analytics, as well as for auto-tagging to route follow-up opportunities to the appropriate business function. You must choose the Social Properties from the list of Social Properties set forth in the Social Properties Form, and return the fully completed Social Properties Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Social Properties Form will represent the specific Social Properties for the Program Services described above and once received by Oracle, the Social Properties will be fixed for the Professional Services Period. A “Social Property” is a social stream including but not limited to Facebook, Twitter, Google+, and other Oracle-supported Properties. The Program Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Topic Definition Form, Indicator Definition Form and Social Properties Form (“Program Services Start Date”) and must be used within twelve (12) months from the Program Services Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Topic Definition Form, Indicator Definition Form and Social Properties Form have not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

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Social Engagement and Monitoring Consulting Package- Advanced Dashboard Training

SKU Part #B71060 Oracle will provide to you up to six (6) hours of remote assistance related to the Oracle Social Engagement and Monitoring Program (“Program”), as set forth below (“Services”). Topic and Indicator shall have the meaning ascribed to the terms below.

At a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone conference call (“Introductory Call”) with your project manager to do the following: o Introduce you to the Oracle resource who will be performing the Services; and o Discuss and identify the areas of Program functionality listed in the next bullet below in which you

would like training

Provide up to a total of four and one-half (4.5) hours of assistance, via webinar training session(s) for up to five (5) of your employees, for one or more of the following areas of Program functionality:

o Topic creation training; o Indicator creation training; and o Dashboard metrics and reporting training

Provide assistance to your project manager in accessing education webinars, training sessions and Oracle self-directed Program educational materials that may be generally available to Oracle customers for no additional cost.

A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns. An “Indicator” is a specialized filter used to further categorize data into groups for analytics, as well as for auto-tagging to route follow-up opportunities to the appropriate business function. The Services identified above must be used within twelve (12) months from your order’s signature date (“Professional Services Period”). Any Services not used within the Professional Services Period will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

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Social Engagement and Monitoring Add-On Service Pack, Back-Scoring Setup

SKU Part # B69977 Oracle will provide you with remote assistance for processing historical data from the time period prior to Topic creation for up to twenty-five (25) Topics. This data is limited to that which is available in Oracle archives for up to one (1) year prior to the date of Topic creation. Services do not include creation or modification of Topic(s). For purposes of this service the following definitions apply:

Topic: A filter created with specific query logic using keywords, semantic filters or both. The filter may be used to identify brands, categories, people issues, or campaigns.

Services will be performed by remote delivery resources. If your Cloud/Subscription has yet to be provisioned at the time of your order, these consulting services must be used within a ninety (90) day period beginning on the date of provisioning of your system. If your Cloud/Subscription had been provisioned prior to the date of your order for these consulting services, these consulting services must be used within a ninety (90) day period on the effective date of your order for such consulting services. Unused hours (if any) will be automatically forfeited by you after the ninety (90) day period.

Social Engagement and Monitoring, Custom Indicator

SKU Part # B74329

Oracle will provide to you up to eight (8) hours of remote assistance with the creation of one (1) custom

Indicator within the Oracle Social Engagement and Monitoring Program, as set forth below (“Services”).

Indicator shall have the meaning ascribed to the term below.

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you a copy of the Indicator Definition Form to be completed by you and returned to Oracle’s project manager within one (1) month from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to discuss Indicators, and to review the Indicator Definition Form.

Provide up to seven (7) hours of assistance during the Professional Services Period to create one (1) custom Indicator (“Indicator Services”).

You must identify the Indicator in a completed Indicator Definition Form returned to the Oracle project manager prior to the commencement of the Indicator Services described above. The completed Indicator Definition Form will represent the specific Indicator for the Indicator Services described above and once received by Oracle, the Indicator will be fixed for the Professional Services Period. An “Indicator” is a specialized filter used to further

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categorize data into groups for analytics, as well as for auto-tagging to route follow-up opportunities to the appropriate business function. The Indicator Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Indicator Definition Form (“Indicator Services Start Date”) and must be used within twelve (12) months from the Indicator Services Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Indicator Definition Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

Social Engagement and Monitoring, Custom Topic

SKU Part # B74330

Oracle will provide to you up to four and one-half (4.5) hours of remote assistance with the creation of one (1)

custom Topic within the Oracle Social Engagement and Monitoring Program, as set forth below (“Services”).

Topic shall have the meaning ascribed to the term below.

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you a copy of the Topic Definition Form to be completed by you and returned to Oracle’s project manager within one (1) month from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to discuss the Topics, and to review the Topic Definition Form.

Provide up to three and one-half (3.5) hours of assistance during the Professional Services Period to create one (1) custom Topic (“Topic Services”).

You must identify the Topic in a completed Topic Definition Form returned to the Oracle project manager prior to the commencement of the Topic Services described above. The completed Topic Definition Form will represent the specific Topic for the Topic Services described above and once received by Oracle, the Topic will be fixed for the Professional Services Period. A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns.

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The Topic Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Topic Definition Form (“Topic Services Start Date”) and must be used within twelve (12) months from the Topic Services Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Topic Definition Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

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Oracle Social Relationship Management: Analytics Bundles

Social Relationship Management Content Optimization Package

SKU Part # B73435

Oracle will provide to you up to five hundred forty (540) hours of remote assistance regarding content optimization assessment across one (1) main Topic (“Main Topic”), as well as up to five (5) additional Topics (“Additional Topics’) and two (2) Consumer Trends, excluding campaign topics, as set forth below (“Services”). Topic and Consumer Trend shall have the meaning ascribed to those terms below.

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you a copy of the Topic/Consumer Trends Definition Form to be completed by you and returned to Oracle’s project manager within three (3) months from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the Oracle project manager, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to discuss Topics and Consumer Trends and to review the Topic/Consumer Trends Definition Form.

Provide to you a report (“Report”) once a month during the Professional Services Period, as that term is defined below, that will include the following: o Social media conversation volume for the Main Topic; o Top four (4) themes of the Main Topic; o Brand demographic spotlight, which includes a choice of either gender or age analysis on the Main Topic

and each of the Additional Topics; o Top ten (10) positive terms for the Main Topic and each of the Additional Topics; o Top ten (10) negative terms for the Main Topic and each of the Additional Topics; o Activity analysis of Facebook mentions for the Main Topic; o Activity analysis of Twitter mentions for the Main Topic; o Top Facebook posts including post engagement totals; o Top tweets including re-tweet metrics; o Negative feedback associated with hide clicks and report spam clicks; o Top posts types performance for photo and status posts; o Facebook content analysis designed to determine what type of content (i.e., photo posts, link posts,

status posts, and video posts) result in the most consumer engagement; o Analysis of tag performance for the Main Topic and each of the Additional Topics; o Post time and day for Facebook; o Post time and day for Twitter; o Post frequency by Facebook and post frequency by hour for Facebook; o Facebook post life cycles illustrated in hours by day; o Facebook fan, reach, and engagement demographics; o Social media conversation volume for each Consumer Trend; o Theme analysis of the top three (3) themes for each Consumer Trend;

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o Conversation sentiment (neutral, negative or positive) analysis for each Consumer Trend; o Top ten (10) positive terms for the Report month and the previous month for each Consumer Trend; and o Top ten (10) negative terms for the Report month and the previous month for each Consumer Trend.

Provide to you a webinar once a month during the Professional Services Period, for up to sixty (60) minutes, at a time mutually agreed to by the project managers, to present the findings in the Report including key findings for the Main Topic, Additional Topics and Consumer Trends assessed as part of the Report Services described above.

The Main Topic, Additional Topics and Consumer Trends must be identified by you in a completed Topic/Consumer Trends Definition Form returned to the Oracle project manager prior to the commencement of the Report and webinar Services described above. The completed Topic/Consumer Trends Definition Form will represent the specific Main Topic, Additional Topics and Consumer Trends for the Report and webinar Services described above and once received by Oracle, the Main Topic, Additional Topics and Consumer Trends will be fixed for the Professional Services Period. A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns. A “Consumer Trend” is an issue or development that is important to your brand, business, or industry vertical. Social media sites reviewed as part of the Report Services described above will be determined by Oracle. The Report and webinar Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Topic/Consumer Trends Definition Form (“Reporting Start Date”) and must be used within twelve (12) months from the Reporting Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Topic/Consumer Trends Definition Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party's project manager to facilitate an efficient delivery of the Services.

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Oracle Social Engagement and Monitoring: Analytics Bundles

Social Engagement and Monitoring Brand Conversation Landscape Package

SKU Part # B73429

Oracle will provide to you up to three hundred thirty (330) hours of remote assistance regarding brand conversation landscape assessment of Topic performance across Indicators for up to five (5) Topics, excluding campaign topics, as set forth below (“Services”). Topic and Indicator shall have the meaning ascribed to those terms below.

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you a copy of the Topic/Indicator Definition Form to be completed by you and returned to Oracle’s project manager within three (3) months from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to discuss Topics and Indicators and to review the Topic/Indicator Definition Form.

Provide to you a report (“Report”) once a month during the Professional Services Period, as that term is defined below, that will include the following: o Social media conversation volume for each Topic; o Social media conversation share of voice across the Topics; o Social media Indicator analysis for up to four (4) Indicators; o Top ten (10) positive terms for each Topic; o Top ten (10) negative terms for each Topic; o Demographic analysis for each Topic; o Content type analysis for each Topic; and o Conversation sentiment (neutral, negative or positive) analysis for each Topic.

Provide to you a webinar once a month during the Professional Services Period, for up to sixty (60) minutes, at a time mutually agreed to by the project managers, to present the findings in the Report including key findings for the Topics and Indicators assessed as part of the Report Services described above.

Topics and Indicators must be identified by you in a completed Topic/Indicator Definition Form returned to the Oracle project manager prior to the commencement of the Report and webinar Services described above. The completed Topic/Indicator Definition Form will represent the specific Topics and Indicators for the Report and webinar Services described above and once received by Oracle, the Topics and Indicators will be fixed for the Professional Services Period. A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns. An “Indicator” is a specialized filter applied to Topics to further categorize data into appropriate groups for analytics, as well as for auto-tagging to

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route follow-up engagement opportunities to the appropriate business function. Social media sites reviewed as part of the Report Services described above will be determined by Oracle. The Report and webinar Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Topic/Indicator Definition Form (“Reporting Start Date”) and must be used within twelve (12) months from the Reporting Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Topic/Indicator Definition Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party's project manager to facilitate an efficient delivery of the Services.

Social Engagement and Monitoring Topic Conversation Package

SKU Part # B73430

Oracle will provide to you up to two hundred twenty-five (225) hours of remote assistance regarding topic conversation assessment of Topic performance across Indicators for one (1) Topic, excluding campaign topics, as set forth below (“Services”). Topic and Indicator shall have the meaning ascribed to the terms below.

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you a copy of the Topic/Indicator Definition Form to be completed by you and returned to Oracle’s project manager within three (3) months from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to discuss Topics and Indicators and to review the Topic/Indicator Definition Form.

Provide to you a report (“Report”) once a month during the Professional Services Period, as that term is defined below, that will include the following: o Social media conversation volume for the Topic; o Social media conversation share of voice across the Topic; o Social media Indicator analysis for up to four (4) Indicators; o Top ten (10) positive terms for the Topic; o Top ten (10) negative terms for the Topic; o Demographic analysis for the Topic; o Content type analysis for the Topic; and o Conversation sentiment (neutral, negative or positive) analysis for the Topic.

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Provide to you a webinar once a month during the Professional Services Period, for up to sixty (60) minutes, at a time mutually agreed to by the project managers, to present the findings in the Report including key findings for the Topic and Indicators assessed as part of the Report Services described above.

The Topic and Indicators must be identified by you in a completed Topic/Indicator Definition Form returned to the Oracle project manager prior to the commencement of the Report and webinar Services described above. The completed Topic/Indicator Definition Form will represent the specific Topic and Indicators for the Report and webinar Services described above and once received by Oracle, the Topic and Indicators will be fixed for the Professional Services Period. A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns. An “Indicator” is a specialized filter applied to Topics to further categorize data into appropriate groups for analytics, as well as for auto-tagging to route follow-up engagement opportunities to the appropriate business function. Social media sites reviewed as part of the Report Services described above will be determined by Oracle. The Report and webinar Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Topic/Indicator Definition Form (“Reporting Start Date”) and must be used within twelve (12) months from the Reporting Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Topic/Indicator Definition Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party's project manager to facilitate an efficient delivery of the Services.

Social Engagement and Monitoring Content Optimization Package

SKU Part # B73431

Oracle will provide to you up to three hundred fifty (350) hours of remote assistance regarding content optimization assessment across one (1) main Topic (“Main Topic”), as well as up to four (4) additional Topics (“Additional Topics”) and two (2) Consumer Trends, excluding campaign topics, as set forth below (“Services”). Topic and Consumer Trend shall have the meaning ascribed to those terms below.

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you a copy of the Topic/Consumer Trends Definition Form to be completed by you and returned to Oracle’s project manager within three (3) months from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

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Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to discuss Topics and Consumer Trends and to review the Topic/Consumer Trends Definition Form.

Provide to you a report (“Report”) once a month during the Professional Services Period, as that term is defined below, that will include the following: o Social media conversation volume for the Main Topic; o Top four (4) themes for the Main Topic; o Brand demographic spotlight, which includes a choice of either gender or age analysis, on the Main

Topic and each of the Additional Topics; o Top ten (10) positive terms for the Main Topic and each of the Additional Topics; o Top ten (10) negative terms for the Main Topic and each of the Additional Topics; o Activity analysis of Facebook mentions for the Main Topic; o Activity analysis of Twitter mentions for the Main Topic; o Social media conversation volume for each Consumer Trend; o Theme analysis of the top three (3) themes for each Consumer Trend; o Conversation sentiment (neutral, negative or positive) analysis for each Consumer Trend; o Top ten (10) positive terms for the month and the previous month for each Consumer Trend; and o Top ten (10) negative terms for the month and the previous month for each Consumer Trend.

Provide to you a webinar once a month during the Professional Services Period, for up to sixty (60) minutes, at a time mutually agreed to by the project managers, to present the findings in the Report including key findings for the Main Topic, Additional Topics and Consumer Trends assessed as part of the Report Services described above.

The Main Topic, Additional Topics and Consumer Trends must be identified by you in a completed Topic/Consumer Trends Definition Form returned to the Oracle project manager prior to the commencement of the Report and webinar Services described above. The completed Topic/Consumer Trends Definition Form will represent the specific Main Topic, Additional Topics and Consumer Trends for the Report and webinar Services described above and once received by Oracle, the Main Topic, Additional Topics and Consumer Trends will be fixed for the Professional Services Period. A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns. A “Consumer Trend” is an issue or development that is important to your brand, business, or industry vertical. Social media sites reviewed as part of the Report Services described above will be determined by Oracle. The Report and webinar Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Topic/Consumer Trends Definition Form (“Reporting Start Date”) and must be used within twelve (12) months from the Reporting Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Topic/Consumer Trends Definition Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any services other than the Services stated herein.

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You and Oracle further agree to each designate a project manager who shall work together with the other party's project manager to facilitate an efficient delivery of the Services.

Social Engagement and Monitoring Campaign Evaluation Package (Post- Mortem)

SKU Part # B73433

Oracle will provide to you up to one hundred seventy (170) hours of remote assistance regarding campaign evaluation assessment of Campaign Topic performance across up to four (4) Indicators for up to six (6) Campaign Topics as set forth below (“Services”). Campaign Topic and Indicator shall have the meaning ascribed to those terms below.

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you a copy of the Campaign Topic/Indicator Definition Form to be completed by you and returned to Oracle’s project manager within three (3) months from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to discuss the Campaign Topics and Indicators and to review the Campaign Topic/Indicator Definition Form.

Provide to you up to six (6) reports (“Report(s)”) during the Professional Services Period, as that term is defined below. Each Report will include the following for one (1) Campaign Topic over a twelve (12) consecutive calendar week period: o Social media conversation volume for the Campaign Topic; o Weekly conversation sentiment (neutral, negative or positive) roll-up charts and conversation sentiment

call-outs for the Campaign Topic; o Weekly source roll-up charts and source activity call-outs for the Campaign Topic; o Weekly Indicator analysis for up to four (4) Indicators for the Campaign Topic; and o Top term analysis of the top fifteen (15) positive and top fifteen (15) negative terms for the Campaign

Topic.

Provide to you a webinar for each Report provided during the Professional Services Period, for up to sixty (60) minutes, at a time mutually agreed to by the project managers, to present the findings in the Report including key findings for the Campaign Topics and Indicators assessed as part of the Report Services described above.

Campaign Topics and Indicators must be identified by you in a completed Campaign Topic/Indicator Definition Form returned to the Oracle project manager prior to the commencement of the Report and webinar Services described above. The completed Campaign Topic/Indicator Definition Form will represent the specific Campaign Topics and Indicators for the Report and webinar Services described above and once received by Oracle, the Campaign Topics and Indicators will be fixed for the Professional Services Period. A “Campaign Topic” is a filter created with specific query logic using keywords, semantic filters, or both. The filter may be used to identify

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campaigns. An “Indicator” is a specialized filter applied to Campaign Topics to further categorize data into appropriate groups for analytics, as well as for auto-tagging to route follow-up engagement opportunities to the appropriate business function. Social media sites reviewed as part of the Report Services described above will be determined by Oracle. The Report and webinar Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Campaign Topic/Indicator Definition Form (“Reporting Start Date”) and must be used within twelve (12) months from the Reporting Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Campaign Topic/Indicator Definition Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party's project manager to facilitate an efficient delivery of the Services.

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Appendix (Retired Offerings)

Oracle Social Marketing: One-Time Set-Up & Training

Social Marketing Consulting Package, Lite – Mid Market

SKU Part #B69923 Oracle will provide to you up to nine (9) hours of remote assistance related to the Oracle Social Marketing

Program (“Program”), as set forth below (“Services”).

On or before the telephone introduction call described in the next bullet below, the Oracle project manager

will provide to you a copy of the Social Properties Form to be completed by you and returned to Oracle’s

project manager within one (1) month from your order’s signature date unless otherwise stated in your

order (“Introductory Period”).



o Discuss the Social Properties (as defined below); o Review the Social Properties Form; and o Schedule the first webinar training session described below

Provide up to eight and one-half (8.5) hours of assistance related to the Program during the Professional Services Period (as defined below). Services will include the services listed below (“Program Services”).


o At a time mutually agreed to by the project managers, conduct an up to sixty (60) minute webinar training session for up to five (5) of your employees to review the primary features and additional administrative setup of the Program.

o At a time mutually agreed to by the project managers, conduct an up to thirty (30) minute telephone conference call for up to five (5) of your employees to answer follow-up questions (if any) regarding the primary features and administrative setup of the Program addressed during the webinar training session described in the bullet immediately above.


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o Provide up to four (4) hours of telephone or email assistance and guidance to your project manager to address any questions related to the Program.


You must choose the Social Properties from the list of Social Properties set forth in the Social Properties Form, and return the fully completed Social Properties Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Social Properties Form will represent the specific Social Properties for the Program Services described above and once received by Oracle, the Social Properties will be fixed for the Professional Services Period. A “Social Property” is a social stream including but not limited to Facebook, Twitter, Google+, and other Oracle-supported Properties. The Program Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Social Properties Form (“Program Services Start Date”) and must be used within three (3) months from the Program Services Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Social Properties Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

Social Marketing Consulting Package, Lite

SKU Part #B69924 Oracle will provide to you up to thirty (30) hours of remote assistance related to the Oracle Social Marketing






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o Discuss the Social Properties (as defined below); o Review the Social Properties Form; and o Schedule the first webinar training session described below

Provide up to twenty-nine and one-half (29.5) hours of assistance related to the Program during the Professional Services Period (as defined below). Services will include the services listed below (“Program Services”).






o At a time mutually agreed to by the project managers, the Oracle resource will conduct up to two (2) telephone conference calls for up to thirty (30) minutes each with your project manager to discuss your Program analytics dashboard results and trends.

o At a time mutually agreed to by the project managers, conduct an up to ninety (90) minute telephone conference call for up to five (5) of your employees to review advanced functionalities of the Program. Such advanced functionalities may include:

Brand wide Cascading Style Sheets (“CSS”) definition; Brand wide CSS and content editing; Managing of graphic assets; CSS ID list exploration; Module ID and name details; Firebug introduction; Customization of a Program view; Overview of using My Oracle Support; Brand template use cases; and Common module manipulation setup on the Program

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o Provide up to twenty-three (23) hours of telephone or email assistance and guidance to your project manager to address any questions related to the Program.



Social Marketing Consulting Package, Lean

SKU Part #B69925 Oracle will provide to you up to sixty (60) hours of remote assistance related to the Oracle Social Marketing








o Discuss the Social Properties (as defined below); o Review the Social Properties Form; and

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o Schedule the first webinar training session described below

Provide up to fifty-nine and one-half (59.5) hours of assistance related to the Program during the Professional Services Period (as defined below). Services will include the services listed below (“Program Services”).






o At a time mutually agreed to by the project managers, the Oracle resource will conduct up to two (2) telephone conference calls for up to thirty (30) minutes each with your project manager to discuss your Program analytics dashboard results and trends.

o Provide your project manager with one (1) standardized predefined analytics dashboard trend written summary.

o At a time mutually agreed to by the project managers, conduct an up to sixty (60) minute telephone conference call for up to five (5) of your employees to review the standardized predefined analytics dashboard written summary.

o At a time mutually agreed to by the project managers, conduct an up to ninety (90) minute telephone conference call for up to five (5) of your employees to review advanced functionalities of the Program. Such advanced functionalities may include:

Brand wide Cascading Style Sheets (“CSS”) definition; Brand wide CSS and content editing; Managing of graphic assets; CSS ID list exploration; Module ID and name details; Firebug introduction; Customization of a Program view; Overview of using My Oracle Support; Brand template use cases; and Common module manipulation setup on the Program

o Provide up to forty-eight (48) hours of telephone or email assistance and guidance to your project manager to address any questions related to the Program.

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Social Marketing Training Bundle

SKU Part #: B69929

Oracle will conduct up to (2) two private training webinars that run up to sixty (60) minutes each. Such webinars will be conducted by remote delivery. These webinars will be limited to ten (10) attendees per webinar. The Services identified above must be used within twelve (12) months from your order’s signature date (“Professional Services Period”). Any Services not used within the Professional Services Period will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

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Oracle Social Relationship Management: Core (Ongoing) Services

Bundles

Social Relationship Management Platform Plus Bundle

SKU Part # B74322

Oracle will provide to you up to one hundred eighty-one (181) hours of remote assistance related to the Oracle

Social Relationship Management Program (“Program”) as set forth below (“Services”).

At a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to do the following: o Discuss your current social marketing, listening, and engagement needs; and o Schedule the initial training session on the Program.

Provide up to fifteen (15) hours of assistance related to the Program each month for a period of up to twelve (12) consecutive months, commencing after the introductory call identified in bullet 1 above and during the Professional Services Period (as defined below). Services will include the services listed below (“Program Services”). The Program Services cannot commence until completion of the introductory call. o Assistance with account setup for the Program; o Training with respect to Program functionality; o Training with respect to Program recommended practices and use cases; and o Assistance with accessing self-directed educational materials.

The Services must be used within thirteen (13) months from your order’s signature date, unless otherwise stated in your order (“Professional Services Period”). Any Services not used within the Professional Services Period will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any services other than the Services stated herein.

You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

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Social Relationship Management Platform Expertise Bundle

SKU Part # B74323

Oracle will provide to you up to three hundred sixty-one (361) hours of remote assistance related to the Oracle

Social Relationship Management Program (“Program”) as set forth below (“Services”):

At a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to do the following: o Discuss your current social marketing, listening, and engagement needs; and o Schedule the initial training session regarding the Program.

Provide up to thirty (30) hours of assistance related to the Program each month for a period of up to twelve (12) consecutive months, commencing after the introductory call identified in bullet 1 above and during the Professional Services Period (as defined below). Services will include the services listed below (“Program Services”). The Program Services cannot commence until completion of the introductory call. o Assistance with account setup for the Program; o Training with respect to Program functionality; o Training with respect to Program recommended practices and use cases; o Assistance with accessing self-directed educational materials; and o Conduct an up to sixty (60) minute telephone conference call once a month, during the Professional

Services Period, at a time mutually agreed to by the project managers, to discuss your Program analytics and optimization recommendations.

The Services must be used within thirteen (13) months from your order’s signature date, unless otherwise stated in your order (“Professional Services Period”). Any Services not used within the Professional Services Period will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any services other than the Services stated herein.


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Social Relationship Management Strategic Leadership Bundle

SKU Part # B74324

Oracle will provide to you up to one thousand five hundred sixty-one (1,561) hours of remote assistance related

to the Oracle Social Relationship Management Program (“Program”) as set forth below (“Services”).

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you copies of the Report Selection Form, Indicator Definition Form, and Topic Definition Form each to be completed by you and returned to Oracle’s project manager within one (1) month from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to sixty (60) minute telephone introduction conference call to do the following: o Discuss the report options (as defined below); o Review the Report Selection Form; o Discuss the Topics (as defined below); o Review the Topic Definition Form; o Discuss the Indicators (as defined below); o Review the Indicator Definition Form; o Discuss your current social marketing, listening, and engagement needs; and o Schedule the initial training session on the Program.

Provide up to one hundred thirty (130) hours of assistance related to the Program each month for a period of up to twelve (12) consecutive months during the Professional Services Period (as defined below). Services will include the services listed below (“Program Services”). o Assistance with account setup for the Program; o Training with respect to Program functionality; o Training with respect to Program recommended practices and use cases; o Assistance with accessing self-directed educational materials; o Provide to you once a month during the Professional Services Period the Selected Report(s) (as defined

below); and o Input regarding industry trends and practices.

You must choose one (1) of the following report options (“Selected Report”) to be provided as part of the Program Services:

Oracle Social Engagement and Monitoring Topic Conversation Report AND Oracle Social Marketing Strategic Leadership Report. The Oracle Social Engagement and Monitoring Topic Conversation Report will evaluate one (1) Topic (campaigns excluded) within the Program for (i) its performance across up to six (6) Indicators identified by you in the Indicator Definition Form, and (ii) earned media from consumer responses via publicly available social media channels. The Oracle Social Marketing Strategic Leadership Report will evaluate your brand’s performance across your owned social media channels such as Facebook page(s), Twitter handle(s) and/or Google+ pages within the Program; OR

Oracle Social Relationship Management Brand Conversation Landscape Report. Such Report will evaluate six (6) Topics (campaigns excluded) within the Program, with a focus on brand health and competitive analysis,

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for (i) its performance across up to six (6) Indicators identified by you in the Indicator Definition Form, (ii) earned media from consumer responses via publicly available social media channels, and (iii) analysis of up to ten (10) owned social media channels such as Facebook page(s), Twitter handle(s) and/or Google+ pages; OR

Oracle Social Relationship Management Content Optimization Report. Such Report will evaluate six (6) Topics (campaigns excluded) within the Program, with a focus on published content and consumer engagement, for (i) its performance across up to six (6) Indicators identified by you in the Indicator Definition Form, (ii) earned media from consumer responses via publicly available social media channels, and (iii) their performance across your owned social media channels such as Facebook page(s), Twitter handle(s) and/or Google+ pages.

You must identify the Selected Report in a completed Report Selection Form returned to the Oracle project manager prior to the commencement of the Program Services described above. The completed Report Selection Form will represent the specific Selected Report for the Program Services described above and once received by Oracle, the Selected Report will be fixed for the Professional Services Period. You must choose the Topic(s) from the list of Topics set forth in the Topic Definition Form, and return the fully completed Topic Definition Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Topic Definition Form will represent the specific Topic(s) for the Selected Report for the Program Services described above and once received by Oracle, the Topic(s) will be fixed for the Professional Services Period. A “Topic” is defined as a filter setup designed to help identify text with a series of key words, semantic filter, or both. Topics are typically brand names such as Nike, Dell, and Modern Family, but may also involve other categories, people, issues, or advertising campaigns. You must choose the Indicators from the list of Indicators set forth in the Indicator Definition Form, and return the fully completed Indicator Definition Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Indicator Definition Form will represent the specific Indicators for the Selected Report for the Program Services described above and once received by Oracle, the Indicators will be fixed for the Professional Services Period. An “Indicator” is a specialized filter used to further categorize data into groups for analytics, as well as for auto-tagging to route follow-up opportunities to the appropriate business function. The Program Services identified above will commence upon the Oracle project manager’s receipt of the fully completed Report Selection Form, Indicator Definition Form and Topic Definition Form (“Program Services Start Date”) and must be used within twelve (12) months from the Program Services Start Date (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Report Selection Form, Indicator Definition Form and Topic Definition Form have not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

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Oracle Social Marketing: Analytics Bundle

Social Marketing Monthly Analytics Reporting Bundle

SKU Part # B70310

Each month during the term of this service, Oracle will provide you with one (1) standardized predefined report to be completed by remote delivery resources. Such report will be delivered to you on a date that you and Oracle pre-determine, which must be no earlier than the 10th day of the following month. You will select up to four (4) of the streams/data types listed below to be included in your monthly report. The streams/data types you select will be set for the duration of the Professional Services Period.

Facebook stream;

Twitter stream;

YouTube stream;

Google+ stream;

LinkedIn stream; or

Campaign Tags data

Each month during the term of this service, following the delivery of the monthly report, Oracle will conduct one (1) sixty (60) minute review to discuss content of the monthly report with you. The Services must be used within thirteen (13) months from your order’s signature date, unless otherwise stated in your order (“Professional Services Period”). Any Services not used within the Professional Services Period will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any services other than the Services stated herein.


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Oracle Social Marketing: Implementation Services Bundles

Social Marketing Implementation, Bronze Service Package

SKU Part # B69930

Oracle will provide you with up to ten (10) hours of remote assistance related to the Oracle Social Marketing Program (“Program”) in your Oracle services environment as set forth below (“Services”):

On or before the telephone introduction call described in the next bullet below, the Oracle project manager will provide to you a copy of the Program Services Form to be completed by you and returned to Oracle’s project manager within one (1) month from your order’s signature date unless otherwise stated in your order (“Introductory Period”).

Within the Introductory Period and at a time mutually agreed to by the project managers, Oracle will participate in an up to thirty (30) minute telephone introduction conference call to do the following: o Discuss the Program Services (as defined below); and o Review the Program Services Form.

Provide up to nine and one-half (9.5) hours of assistance during the Professional Services Period (as defined below) related to those Program Services selected by you in the completed Program Services Form. Such selected Program Services will include the design, creation or implementation of one or more of the following (“Program Services”): o Modifying the Content & Apps View(s) by using your creative assets provided by manipulating your

Cascading Style Sheets (“CSS”); o Module-specific CSS styling; o Modifying the Content & Apps View(s) using HTML and JavaScript code; o Development of a custom user experience; and/or o Technical training and responses to your questions on the use of the Program.

You must choose the Program Services to be provided hereunder from the list of Program Services set forth in the Program Services Form, and return the fully completed Program Services Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Program Services Form will represent the specific Program Services to be provided by Oracle hereunder and once received by Oracle, the Program Services will be fixed for the Professional Services Period. The Program Services selected by you will commence upon the Oracle project manager’s receipt of the fully completed Program Services Form (“Program Services Start Date”) and must be used (i) within twelve (12) months from the Program Services Start Date or (ii) prior to the expiration of your current Program subscription term, whichever occurs first (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Program Services Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will

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not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

Social Marketing Implementation, Silver Service Package

SKU Part # B69931 Oracle will provide you with up to twenty (20) hours of remote assistance related to the Oracle Social Marketing Program (“Program”) in your Oracle services environment as set forth below (“Services”):



Provide up to nineteen and one-half (19.5) hours of assistance during the Professional Services Period (as defined below) related to those Program Services selected by you in the completed Program Services Form. Such selected Program Services will include the design, creation or implementation of one or more of the following (“Program Services”): o Modifying the Content & Apps View(s) by using your creative assets provided by manipulating your


You must choose the Program Services to be provided hereunder from the list of Program Services set forth in the Program Services Form, and return the fully completed Program Services Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Program Services Form will represent the specific Program Services to be provided by Oracle hereunder and once received by Oracle, the Program Services will be fixed for the Professional Services Period. The Program Services selected by you will commence upon the Oracle project manager’s receipt of the fully completed Program Services Form (“Program Services Start Date”) and must be used (i) within twelve (12) months from the Program Services Start Date or (ii) prior to the expiration of your current Program subscription term, whichever occurs first (“Professional Services Period”). Notwithstanding anything to the contrary herein,

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in the event a fully completed Program Services Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

Social Marketing Implementation, Gold Service Package

SKU Part # B69932

Oracle will provide you with up to forty (40) hours of remote assistance related to the Oracle Social Marketing Program (“Program”) in your Oracle services environment as set forth below (“Services”):



Provide up to thirty nine and one-half (39.5) hours of assistance during the Professional Services Period (as defined below) related to those Program Services selected by you in the completed Program Services Form. Such selected Program Services will include the design, creation or implementation of one or more of the following (“Program Services”): o Modifying the Content & Apps View(s) by using your creative assets provided by manipulating your


You must choose the Program Services to be provided hereunder from the list of Program Services set forth in the Program Services Form, and return the fully completed Program Services Form to the Oracle project manager prior to the commencement of the Program Services described above. The completed Program Services Form will represent the specific Program Services to be provided by Oracle hereunder and once received by Oracle, the Program Services will be fixed for the Professional Services Period.

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The Program Services selected by you will commence upon the Oracle project manager’s receipt of the fully completed Program Services Form (“Program Services Start Date”) and must be used (i) within twelve (12) months from the Program Services Start Date or (ii) prior to the expiration of your current Program subscription term, whichever occurs first (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Program Services Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

.

Social Marketing Implementation, Platinum Service Package

SKU Part # B69933

Oracle will provide you with up to one hundred (100) hours of remote assistance related to the Oracle Social Marketing Program (“Program”) in your Oracle services environment as set forth below (“Services”):



Provide up to ninety nine and one-half (99.5) hours of assistance during the Professional Services Period (as defined below) related to those Program Services selected by you in the completed Program Services Form. Such selected Program Services will include the design, creation or implementation of one or more of the following (“Program Services”): o Modifying the Content & Apps View(s) by using your creative assets provided by manipulating your

Cascading Style Sheets (“CSS”); o Module-specific CSS styling; o Modifying the Content & Apps View(s) using HTML and JavaScript code; o Development of a custom user experience and/or o Technical training and responses to your questions on the use of the Program.

You must choose the Program Services to be provided hereunder from the list of Program Services set forth in the Program Services Form, and return the fully completed Program Services Form to the Oracle project

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manager prior to the commencement of the Program Services described above. The completed Program Services Form will represent the specific Program Services to be provided by Oracle hereunder and once received by Oracle, the Program Services will be fixed for the Professional Services Period. The Program Services selected by you will commence upon the Oracle project manager’s receipt of the fully completed Program Services Form (“Program Services Start Date”) and must be used (i) within twelve (12) months from the Program Services Start Date or (ii) prior to the expiration of your current Program subscription term, whichever occurs first (“Professional Services Period”). Notwithstanding anything to the contrary herein, in the event a fully completed Program Services Form has not been received by the Oracle project manager within the Introductory Period or all the Services have not been used within the Professional Services Period, the Services will be automatically forfeited by you, with no further action required of either party. As such, you will not be entitled to a refund, or any credit toward additional or other services, for any unused portion of the fees paid for any unused Services. You may not use the fees for any other services other than the Services stated herein. You and Oracle further agree to each designate a project manager who shall work together with the other party’s project manager to facilitate an efficient delivery of the Services.

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