CRM on Demand Architecture - McGuinness v03[1]

CRM OD Architecture

Copyright 2009, Oracle. All rights reserved. Oracle Confidential1In the notes page of each slide, you will find the following tags:

$FULL$-- Indicates this slide is shown in the full blown presentation$SHORT$-- Indicates this slide is shown in the short (45 minute) presentation

Slides can have both tagsCRM On Demand Architecture R19Charles McGuinnessSenior Solution SpecialistV24Copyright 2009, Oracle. All rights reserved. Oracle Confidential2$FULL$ $SHORT$ $INT$

6.2aSOA ArchCopyright 2009, Oracle. All rights reserved. Oracle Confidential3The Many Faces of CRM On DemandDelivering CRM Functionality When and Where the User Needs it

Copyright 2009, Oracle. All rights reserved. Oracle Confidential4$FULL$ $SHORT$ $INT$At a GlanceDelivered on smart phones, browser, desktop, iPadsFlexible interfaces to data and functionalityCRM-specific business processingMulti-tenant, meta-data drivenBoth transactional database and data warehouse

Copyright 2009, Oracle. All rights reserved. Oracle Confidential5$FULL$ $SHORT$ $INT$Datacenters Around the World

Copyright 2009, Oracle. All rights reserved. Oracle Confidential6.2bWeb SvcsCopyright 2009, Oracle. All rights reserved. Oracle Confidential7Integration Overview

Web ServerBusiness Logic LayerUser Interface Layer

OLTP

Copyright 2009, Oracle. All rights reserved. Oracle Confidential88NB: This page represents a general overview of integration capabilities in CRM On Demand. It does not represent all possible integrations, but the major ones.CRM On Demand Web ServicesStandards Based

Secure

Comprehensive

SOAPWSDLEarly BindingAlways authenticatedAlways over SSLAlways logs usageAccess to objectsAccess to meta-dataAccess to admin dataCopyright 2009, Oracle. All rights reserved. Oracle Confidential99$FULL$ $SHORT$ $INT$CRM On Demand Web Services Sample Code

Copyright 2009, Oracle. All rights reserved. Oracle Confidential6.3Host MdlsCopyright 2009, Oracle. All rights reserved. Oracle Confidential11Deployment DecisionsSingle Tenant vs. Multi-Tenant

Single Instance vs. Multi-Instance

Hybrid?Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialOnly Oracle Delivers A Wide Range of Deployment OptionsOne way to deployNo controlNo migrationNiche On Demand ServiceHybridAddress HQ and Satellite NeedsExtend on-premise deploymentsDeliver departmentally and company wideOracle technologyOracle managedSharedOn DemandMulti-Tenant EditionOracle technologyOracle managedDedicatedOn DemandSingleTenant

vs.Copyright 2009, Oracle. All rights reserved. Oracle Confidential13$FULL$ $SHORT$

Single Tenant Edition FeaturesSingle Tenant Standard and Enterprise Edition Features:Enterprise Disaster Recovery OptionAdaptive Enhanced PerformanceDedicated Hardware, Software, and Database InfrastructureUnlimited Custom ObjectsMonthly maintenance

Single Tenant Enterprise Edition Additional Features:Enhanced Risk Mitigation CapabilitiesFlexible Maintenance WindowsFlexible Upgrade and Patching ScheduleFlexible ETL Run Time2 Additional Ad Hoc Staging Refreshes Per Year

Copyright 2009, Oracle. All rights reserved. Oracle Confidential14Weve separated out the various features common to both types of single tenant deployments from those available only on the Enterprise edition. Again, this will help you more clearly and effectively communicate what these offerings are all about.

Adaptive Enhanced Performance the performance on single tenant may be enhanced because of the single customer implementation. It is adaptive since the performance enhancements result from how the system adapts to the customers data and usage. This will occur primarily with how data is cached - the cache will only contain data related to the single customer and that customers usage patterns. No impact from other customers data and usage patterns. In addition the following services will also be provided:Language optimizations. Resources are optimized for additional languages.Data loading performance enhancement. Can have indexes dropped for initial load to speed up loading.

Mutli-tenant maintenance is scheduled weekly. Single tenant maintenance is scheduled monthly.

Flexible ETL time is a one time setup in consultation with OperationsRequests for more that 40 custom objects must be approved in consultation with Oracle

Ad hoc refreshes require at least 30 days advance notice. Operations will then communicate back when they are able to execute. There is no guarantee that it will occur in 30 days but it is likely. To create an ad hoc refresh the customer should:1. Create an SRwith the title "Single Tenant Refresh Request"2. Specify the desired date of stage refresh in the SR

As far as process scheduling (such as ETL or even maintenance), they pick a window and then we follow that window consistently. Any changes here should be extremely rare. OPTIONSFACILITATESBENEFITSSINGLE GLOBAL INSTANCECentralized Business PracticesCentralized IT

Ease of Centralized Administration & Reporting Centralized IntegrationCentralized MaintenanceLowest Cost Instance AdministrationREGIONAL OR LINE OF BUSINESS INSTANCES

Decentralized Business Practices

Maintenance Windows aligned with Region or LOBMore Region or LOB Operational FlexibilityEasy to Maintain Region or LOB User ExperienceLOOSELY COUPLED INSTANCESDecentralized Business PracticesDecentralized IT

Instance AutonomyMaintenance Windows aligned with each specific instance

Global DeploymentCRM On Demand Instance Deployment OptionsCopyright 2009, Oracle. All rights reserved. Oracle Confidential15Introducing Hybrid CRM with CRM On Demand and Siebel CRMCRM On Demand quick start with migration to Siebel CRMCRM On Demand quick start with addition of Siebel CRMExpand Siebel CRM with addition of CRM On DemandSolutionsBenefitsFast time to business valueLowest / Slowest IT spendGreatest business agilityEfficient synchronization of data via Oracle AIAGives On Demand users autonomyStay ahead of changing business conditions with flexible (re-)deployment options

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Oracle Certified & Supported Integration Jump-start Projects, Reduce Risks, Lower CostsJump-startIntegration ProjectsReduce Integration RisksLower Integration CostsAIA Foundation PackCommon Business Objects & ServicesPre-Defined Reference Process ModelsDesign Patterns & Reference ArchitectureIntegration MethodologyIntegrated DevelopmentLifecycle ToolsDeveloper Utilities

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialKey Theme:So what exactly is AIA Foundation Pack?

Foundation Pack consists of a set of common integration artifacts; implementation independent business objects and services and reference business process models for more than a dozen common business processes. Further, there is a set of more than 30 design patterns to help overcome the most complex integration challenges you are likely to face in the context of SOA along with an integration methodology for how to choose what techniques and tools to apply given the specific integration requirements.

On top of that, Foundation Pack provides extended lifecycle tooling & utilities to address some of the challenges associated with large scale, distributed team development and integration with Oracle Enterprise Repository to further address communication, collaboration and drive better consistency of process across teams.

Ultimately, Foundation Pack helps to jump start your adoption of SOA, reduce the risk of your complex integration projects and bring the costs of both developing and maintaining these complex projects down.

Details:Why are common objects & services important?If you have ever tried to define a particular data entity that needed to be exchanged between two or more systems, you can appreciate the amount of effort that Oracle has made in defining more that 100 common business objects using UNCEFACT business data types and the OAGIS standards. Think of something simple like Person or Department, now try to get the various individuals within your organization to agree on the attribution that these entities should have AND share between them. Now, map these to the underlying systems. You should start to get the idea of the amount of work that goes into these definitions. This is not to suggest that there is NO work remaining to be done to define the object and services that you need to complete YOUR integration, but just that there is a library to start from which is significantly better than starting from a blank sheet of a paper and a room full of architects!

Why are design patterns important?In any technical project, there comes a point where some challenging technical hurdle appears. In many organizations, there exists a small group of talented experts who are asks to help develop a solution to the particular challenge. In the best case situation, those experts will quickly develop, test and validate the solution and allow the project to continuehowever if they do NOT document the solution, publish it for others to understand what was done and how it was done, this knowledge is essentially lost. As a result, when a future project encounters a similar problem, a similar team of experts will be assembled to help re-solve this problemif you are really fortunate, one or more of those original experts will be around to assist. But, luck shouldnt be a factor in your ability to consistently implement and deliver projects. Based on our own experiences in developing our pre-built integrations, Oracle has harvested more than 30 proven design patterns, documented how they work and what problems they solve. This provides a significant jump start and cost reduction for rapidly implementing complex SOA-based integrations AND eliminating costly trial and error by your most talent resources.

Why is the methodology important?Every organization has their own approach for executing projects. Whether you adopt a waterfall style or an agile means for defining and developing your integration projects, there are adjustments made to tailor these approaches to your organization. Foundation Pack supplies a methodology which is intended to supplement your existing methods and provide guidance and a clear path for executing a successful integration project within the context of SOA. Both our customers and our system integrator partners look to this supplemental information for guidance throughout projects where Foundation Pack is used.

17Enable Business Agility With AIA Foundation Pack

Business ProcessesOrchestrationApplicationsServicesWorks with Any ApplicationBusiness Process Driven ApproachLeverages best-in-class Oracle Fusion MiddlewareIncludes 1300+ Standardized ServicesKey BenefitsProvides Best Practices Methodology (Patterns...)Integrated Business Governance SolutionCRM On Demand

DB

ServicesERP Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialKey Theme:Taking a look at the integration architecture, weve highlighted where Foundation Pack applies to the various layers. Starting with the underlying applications and moving up the stack towards implementing end-to-end business processes, Foundation Pack offers significant benefits to address your complex integration requirements.

Note that Foundation Pack does NOT supply any out-of-the-box orchestration capabilities, but does specify how to leverage BPEL in the context of integration projects.

Of course, the technology aspects are only one part of the equation. Foundation Pack also attempts to take some of the organizational challenges around common methodologies and provides integration with Oracle Enterprise Repository to facilitate service sharing and end-to-end service lifecycle governance.

Details:Starting with the Application layer Foundation Pack is NOT and Oracle Only solution. Although the bulk of the common objects and services were originally derived from the Oracle application portfolio, we have a number of customers which leverage Foundation Pack to integrate non-Oracle applications into their business processes. The design patterns, commons objects and services are designed intentionally to be application agnostic.

Guidance is provided within the methodology about the selection of the various design patterns and how the tools within Fusion Middleware can be utilized to implement them. Whether this is a message exchange pattern using a common object format or a bulk load of relatively non-volatile data, the AIA methodology provides a tops-down approach starting from the definition of the integrated business process to be developed and guides you through the details.

Finally, the distributed nature of many organizations and the complex means available for collaboration and communication creates chaos in many environments. Oracle has attempted to address some of these challenges by integrating Foundation Pack with Oracle Enterprise Repository to deliver a consistent means for artifact sharing and re-use within the context of SOA and to deliver consistent lifecycle governance for all your SOA projects.

186.5aArch MiscCopyright 2009, Oracle. All rights reserved. Oracle Confidential19Oracle ConfidentialSystems Management ToolsAn integrated system to track incidents and outages was put in placeMonitoring and Management >> Oracle Enterprise ManagerCapacity Planning >> Oracle Enterprise ManagerPOD Health Monitoring >> Operations PortalIncident Tracking System >> CRM On Demand SaaSCAutomated management and monitoring of work queues >> SaaSCOutage Tracking >> SaaSCConfiguration Manager >> CRM On Demand Configuration Store

Monitoring and Alerts System LevelWeb TierApplication LevelDatabase LevelNetwork Level

Copyright 2009, Oracle. All rights reserved. Oracle Confidential20Oracle ConfidentialMonitoring and Alerts - ExamplesSystem Level CPU Utilization, File system space available, Memory, Swap, Disk I/OWeb TierHTTP Server, OC4J, Web CacheApplication LevelAllows Application internal monitoring including AnalyticsPerformance >> per POD, per component, per Tenant, and per operationsBeaconsRuns every 5 minChecks for external URL and other components availability Executed from US, UK and Japanese servers Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialOracle ConfidentialMonitoring and Alerts - ExamplesBusiness and Database TierProcess Time Usage (%) Media failure alert log error statusArchive area used (%)Archive hung alert log error statusData block corruption log error statusSegments not able to extend countGeneric log error statusSession terminated error log statusSession limit usage (%)Segments approaching maximum extent countBlocking sessions countWait time (%)Table space used (%)Dashboard / Reporting >> Ops PortalCopyright 2009, Oracle. All rights reserved. Oracle Confidential22Tuning for High VolumesInitial Data Load (pre-Deployment):Drop indices on databaseRebalance process / memory allocation to batch

Ongoing OperationsSizing analysis pre development to identify customers needs

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialCustomer Data Load VolumesOracle CRM On Demand has several customers with 1M to 3M records ongoing load requirementsThroughput scales proportionally as additional resources are addedOur customers with large volume requirements cross industry verticals. Some examples are:VerticalData VolumesFrequencyCustomer A Healthcare3 MillionMonthlyCustomer B - CPG2 MillionWeeklyCustomer C Retail Food and Beverage1 MillionWeeklyDue to NDA agreements customer names can not be disclosedCopyright 2009, Oracle. All rights reserved. Oracle ConfidentialQAS provide an On Demand server which hosts the Address Lookup functionality.

The QAS On Demand server also stores datasets, configuration screens and customer settings

QAS integrates with Oracle CRM OD via a buttons and a Web Tab

Address ValidationCopyright 2009, Oracle. All rights reserved. Oracle ConfidentialSlide Presenter Andrew Bain

6.5bOutboundCopyright 2009, Oracle. All rights reserved. Oracle Confidential26Requires exposing WebService, Middleware (e.g.,JMS), or SQL (e.g., JDBC) topublic internet

What to do with message if customerapplication unavailable?

Challenges in pushing data from CRM On Demand

Company NetworkCRM On Demand

OD

Insecure Hole in Firewall Required !

Exposes sensitive data to publicinternet, difficult and expensive tosecure service that all can callDatabase /ApplicationCopyright 2009, Oracle. All rights reserved. Oracle Confidential27$FULL$

CRM On Demand SecureOutbound Event NotificationWorkflow triggers rules on data changesPlaces messages in event queueCustomer Event Handler retrieves and processes messagesEvents remain on queue until received by external application no lost events if external application is downDoes not require customer to open hole in firewall for CRM On DemandDoes not require customer to purchase an SSL certificate

Copyright 2009, Oracle. All rights reserved. Oracle Confidential2828$FULL$ $INT$Note that the precise mechanism is that the customers application makes web services calls to CRM On Demand to pull events from the queue. This is superior to the approach that other take where they make web service calls to the customer, as it does not require the customer to expose a web service on the public internet.6.5cInboundCopyright 2009, Oracle. All rights reserved. Oracle Confidential29High Speed Data Loader for Batch UpdatesWeb ServerBusiness Logic LayerData Layer ServicesUser Interface Layer

OLTPCRM On DemandInternet

Data to be uploadedCRM On Demand Data LoaderData split into multiple, concurrentweb service sessions to maximizethroughput and overcome latencyData typically in CSV, XML formats or in SQL table(s)Copyright 2009, Oracle. All rights reserved. Oracle Confidential3030$FULL$ $SHORT$ $INT$

The driver program is supplied and customized by OCS.6.5dGUICopyright 2009, Oracle. All rights reserved. Oracle Confidential31Application ConfigurationUser Self-ConfigurationPage LayoutRSS Feeds

Administrator ConfigurationData Model ConfigurationUI ConfigurationWeb Pages & LinksThemesIntegration EventsSecurity SettingsWorkflowMigration

Copyright 2009, Oracle. All rights reserved. Oracle Confidential32$FULL$ $SHORT$

User Self-Configuration

CRM On Demandgives users the ability to personalizethe user interfacePage LayoutLeft-HandBarContentsTabsCopyright 2009, Oracle. All rights reserved. Oracle Confidential33$FULL$

Data Model ConfigurationEdit Existing Data ObjectsAdd / Delete / Edit fieldsRename Out-of-the-box Fields

Create / Edit Custom Data Objects

Define field types / validations

Picklists / Cascading Picklists

Copyright 2009, Oracle. All rights reserved. Oracle Confidential34$FULL$ $INT$

UI ConfigurationOverall Page LayoutDefine which sections are default and optional on each pageField LabelsCustom PagesLayout fields on pageDetermine which fields R/W or R/OShow information from related objectsAssign different pages to different usersAllows user / role-based UI

Copyright 2009, Oracle. All rights reserved. Oracle Confidential35$FULL$

Sample Object (Account) Customization

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialGlobally Required

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialRequired in a specific layout

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialRemoving a Field

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialWeb Tabs, Applets, Links, RSS FeedsWeb Tabs & AppletsView content from otherweb applications

Web LinksLink from On Demand toother applications

RSS FeedsBring in live content fromexternal sites

Copyright 2009, Oracle. All rights reserved. Oracle Confidential40$FULL$ $INT$

ThemesControls the color and logo of the UI

Instance wide and per user

Color settings

Logo images

Easy administration

Copyright 2009, Oracle. All rights reserved. Oracle Confidential416.5eInfraCopyright 2009, Oracle. All rights reserved. Oracle Confidential42Availability Monitoring & Service Schedules

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialUser AdoptionPerformance Tracking

Page LoadsReport PerformanceCopyright 2009, Oracle. All rights reserved. Oracle Confidential6.5fWorkflowCopyright 2009, Oracle. All rights reserved. Oracle Confidential45CRM On Demand WorkflowEvent Driven

Focused

Cross Object

FlexibleRecord Change EventsTime-based EventsPowerful Condition CheckingAccess to values in related objectsPass notification to external applicationAssign new team membersCreates tasksSend emailChange values

Copyright 2009, Oracle. All rights reserved. Oracle Confidential46$FULL$For more information, see CRM On Demand Architecture - Workflow Deep Dive vXX.pptWorkflow Example: Alerts

Copyright 2009, Oracle. All rights reserved. Oracle Confidential6.6SecurityCopyright 2009, Oracle. All rights reserved. Oracle Confidential48SecurityUser Management, & Single Sign-onAdministrator Control (Covered Earlier)Password PoliciesRestricted IP AddressesUser ManagementGeneral Application SecuritySingle Sign OnSecurity in a Multi-Tenant OperationPrivate Edition / On PremiseOracle Security Best Practices


General Application SecurityCommunicationsHTTPS / Secure Sockets Layer (SSL) encryption to the client browserMinimum 128-bit encryptionAuthenticationSign in requires username and password or SAML-based Single Sign-On (SSO)Company-specified password rulesExpiration, minimum lengths, lockout after a number of failed attempts, lockout duration, etc.User authentication to Oracle LDAP through the business tierUsers can be required to sign in from specific IP addressesSign In audit log, including failed attemptsNo database username/password is associated with a specific company


General Application Security (contd)AuthorizationRole-based access and visibility controlData visibility restricted to company, organizational hierarchy, team, group or owner, depending on roleApplication functionality controlled by role privilegesAll database access filtered through business tier serversServer-based Multi-Tenant Security FrameworkEnsures that companies only access their own dataWeb application security (See Web Services Section)Secure session cookiesDoes not store username/password on clientProtection against numerous Web attacksCross-Site Scripting, SQL injection, etc.Session timeoutsThird party application security engagementsIn-depth white box application security auditsArchitecture and application design security reviews and guidance

Copyright 2009, Oracle. All rights reserved. Oracle Confidential51$FULL$Notes about Multi-Tenant Security Framework:The Multi-Tenant Security Framework of the Siebel CRM On Demand service is used to increase data security and prevent data access by an unauthorized company. Multi-Tenant Security provides a logical layer above the visibility controls at the company, role, and personal levels; it provides the ability to restrict visibility to only data owned by the company to which users are assigned.Each individual Siebel CRM On Demand customer is assigned a unique organization code, using the Multi-Tenant Security Framework. The organization code is associated with every piece of data stored in the database for that customer, including the user records. The system ensures that every query and update performed by a customers users will only be applied to records with their companys unique organization code. Multi-tenant security mechanisms are applied to all data within Siebel CRM On Demand, including transaction data (for example, accounts, contacts, and opportunities), reference data (for example, customized picklist values), and run-time configuration data (for example, Assignment Manager Rules). As an additional security measure, the users organization code is matched to the corresponding value in the data at multiple tiers within the server environment. In addition to organization code checking, the Multi-Tenant Security Framework includes security measures involving tightly controlled restriction of access to the powerful services provided by the Siebel CRM Business servers, coupled with overlapping internal access controls that verify and assert security throughout the business processes.This approach to multi-tenancy is very well-tested. It is based on the Siebel CRM Enterprise architecture that has been successfully deployed by thousands of companies through over four major generations of that product. Siebel CRM On Demand uses the same underlying architecture to support thousands of existing users today.Inbound Single Sign-On (SSO)Uses SAML standardEncrypted with Secure Sockets Layer (SSL)SSO settings configurable on per user or company basisOnly SSO, SSO or UID/ Password, only UID/PasswordCan be specified for entire company, or per-userCan specify alternate sign out landing pageE.g. When user signs out, direct them back to the company SSO portal rather than default CRM On Demand Sign In page

Note that SSO is an Arms Length interaction and is not a federated identity management solution!Copyright 2009, Oracle. All rights reserved. Oracle Confidential52$FULL$

Private and Virtual Private Networks

No access from public InternetConnections only via VPN or private network linkEnsures no risk from public internetPrivate network ensures quality of service to Oracle Data Center

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialAuditingUser Logins / Outs + Failed AttemptsWeb Service AccessAudit Trail on DataUsage StatisticsCopyright 2009, Oracle. All rights reserved. Oracle ConfidentialUser Administration - TerminationUsers are not deleted from CRM On Demand, but marked Inactive:Preserves history of actions in systemInactive users dont count towards license usage

Copyright 2009, Oracle. All rights reserved. Oracle Confidential6.8cTestingCopyright 2009, Oracle. All rights reserved. Oracle Confidential56CRM On Demand SLAsGold Support: 99.7% UptimeOnline Support: 24/7Phone Support: 24/7

Normal Support:99.5% UptimeOnline Support: 24/7Phone Support:6am to 6pm Local Time, M-F


Standard Configuration in CRM On Demand

Developers build and test configurations on staging systemWhen ready for release, migration tool picks up changes and moves them to productionCan edit XML copy of meta data if neededMay make fit-and-finish updates in production if necessaryPeriodically, staging gets a fresh copy of production data and configuration123Copyright 2009, Oracle. All rights reserved. Oracle Confidential58Development, UAT, and Production ModelDevelopers build and test configurations on separate development systemConfiguration changes migrated to Staging for UATWhen UAT is passed, configuration changes migrated to productionPeriodically, staging gets a fresh copy of production data and configuration1234

Copyright 2009, Oracle. All rights reserved. Oracle Confidential596.8dGUICopyright 2009, Oracle. All rights reserved. Oracle Confidential60Activity Streams / Conversations

Copyright 2009, Oracle. All rights reserved. Oracle ConfidentialClient Side ExtensionsFully hosted by OracleSame security, reliability, and availability as CRM On DemandAllows for direct web service calls from RIAs into CRM On Demand (i.e., not X-Site)Works hand-in-glove with our Web Applets and Web TabsSupports anything from static HTML to Flex plug-ins to Java

Adobe Flex Based Graphical Hierarchy

HTML 5 Video CarouselCopyright 2009, Oracle. All rights reserved. Oracle Confidential6.9bSup/UpgdCopyright 2009, Oracle. All rights reserved. Oracle Confidential63CRM On Demand SLAsGold Support: 99.7% UptimeOnline Support: 24/7Phone Support: 24/7

Normal Support:99.5% UptimeOnline Support: 24/7Phone Support:6am to 6pm Local Time, M-F


Premium Disaster Recovery ServicesBackupData storage on NASDaily and weekly backups to disk and tapeTape storage in secure offsite storage vault facilityHotbackup used for DBDB, OS, File System backed up separately

Premium Disaster RecoveryPrimary and secondary sites 700 miles apartGeographically dispersed personnelIdentical infrastructure for consistent recoveryJoint annual testing with customer

RTO: 24 hoursRPO: 1 hourDataguardMaximum Availability OptionRTO: Recovery Time Objective (How long until its up again)RPO: Recovery Point Objective (Maximum amount of data thats lost)Copyright 2009, Oracle. All rights reserved. Oracle Confidential65$FULL$ $SHORT$

Upgrade Process OverviewProductionStagingProduction copied to Staging2. Staging is Upgraded3. Customer Validates Upgrade4. Production is Upgraded


Upgrade Process Timeline6 weeks out: Customers are given notice of their scheduled release testing and upgrade datesCustomers are sent customer validation guidelines, an Administrator Preview, and Release Notes 4 Weeks out:Customers production environment is copied onto staging which is then upgraded to new release 3 Weeks out:Start of two weeks of customer testingCustomers report issues found during testing via an SR to Customer Care.1 Week out:Last critical issues identified by customers fixed0 Weeks out:Production environment is upgradedCopyright 2009, Oracle. All rights reserved. Oracle Confidential67$FULL$Notices are sent to the Primary Contacts for each company via email.

If customer is not ready to deploy new functionality, we can temporarily turn off the new functionality after the upgrade to give them time to adapt. There are admin settings, as an example, to turn off inline editing in R14 for people who have upgraded from R12

CRM On DemandQ & ACopyright 2009, Oracle. All rights reserved. Oracle Confidential68$FULL$ $SHORT$


CRM on Demand Architecture - McGuinness v03[1]

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