Oracle Hospitality Hotel Cloud Services
Oracle Hospitality HotelCloud ServicesService Descriptions and MetricsEffective Date: 01-April-2022These service descriptions do not apply when Legacy Micros SKUs are ordered.Oracle Hospitality Hotel Cloud Service DescriptionsPage 1 of 131
TABLE OF CONTENTSMETRIC DEFINITIONS10,000 TransactionsBookingCustomerDeviceGuest RoomHosted Named UserInstanceInterfaceKitchen Display ClientNet BookingPropertyPOS ClientRevenue CenterTransaction Services ClientUpgrade RateUpgrade AmountVPN ARYChain CodeCheck InCommunication LineDatabase StorageFile StorageNon-Production Environment:Production EnvironmentProperty Level Interface101010101010101010ORACLE HOSPITALITY HOTEL CLOUD SERVICE DESCRIPTIONS11Oracle Hospitality Application Cloud Services11Oracle Hospitality OPERA Cloud Service, Property Management Professional Foundation – PerGuest Room11Oracle Hospitality OPERA Cloud Service, Property Management Professional Foundation withElite Support – Per Guest Room12Oracle Hospitality OPERA Cloud Service, Property Management Enterprise Foundation – PerGuest Room14Oracle Hospitality OPERA Cloud Service, Property Management Enterprise Foundation withElite Support – Per Guest Room16Oracle Hospitality Hotel Cloud Service DescriptionsPage 2 of 131
Oracle Hospitality OPERA Cloud Service, Property Management Enterprise Foundation withElite Plus Support– Per Guest Room18Oracle Hospitality OPERA Cloud Service, Property Management Standard Edition Add-On – PerGuest Room20Oracle Hospitality OPERA Cloud Service, Property Management Premium Edition Add-On – PerGuest Room21Oracle Hospitality Identity Management Cloud Service – Per Instance21Pre-requisites21Usage Limits22ORACLE HOSPITALITY OPERA CLOUD PROPERTY MANAGEMEMENT SERVICESOracle Hospitality OPERA Professional Premium Cloud Service – Per Guest RoomOracle Hospitality OPERA Professional Standard Cloud Service – Per Guest RoomOracle Hospitality OPERA Enterprise Premium Cloud Service – Per Guest RoomOracle Hospitality OPERA Enterprise Standard Cloud Service – Per Guest Room2323252729ORACLE HOSPITALITY OPERA CLOUD SALES AND EVENT SERVICES31Oracle Hospitality OPERA Professional Sales and Event Management Standard Cloud Service –Per Guest Room31Oracle Hospitality OPERA Enterprise Sales and Event Management Standard Cloud Service –Per Guest Room32Oracle Hospitality OPERA Cloud Service, Sales and Event Management Standard Edition – PerGuest Room34Oracle Hospitality OPERA Cloud Service, Sales and Event Management Premium Edition – PerGuest Room34Oracle Hospitality OPERA Cloud Service, Casino and Gaming Management Add-On – Per GuestRoom35Oracle Hospitality OPERA Cloud Service, Data Access Add-On36ORACLE HOSPITALITY OPERA PROPERTY MANAGEMENT SERVICESOracle Hospitality OPERA Property Premium Cloud Service – Per Guest RoomOracle Hospitality OPERA Property Standard Cloud Service – Per Guest RoomOracle Hospitality OPERA Property Lite Cloud Service – Per Guest Room37373840ORACLE HOSPITALITY OPERA SALES AND CATERING SERVICESOracle Hospitality OPERA Sales and Catering Premium Cloud Service – Per Guest RoomOracle Hospitality OPERA Sales and Catering Standard Cloud Service – Per Guest RoomOracle Hospitality OPERA Sales and Catering Lite Cloud Service – Per Guest RoomOracle Hospitality Venue Management Cloud Service – Per Hosted Named User4141424345ORACLE HOSPITALITY OPERA HOTEL CENTRAL SERVICESOracle Hospitality OPERA Room Reservations Cloud Service – Per Guest RoomOracle Hospitality OPERA Customer Loyalty Tracking Cloud Service – Per Guest RoomOracle Hospitality OPERA Central Sales Cloud Service – Per Hosted Named User47474849ORACLE HOSPITALITY OPERA HOTEL ADD-ONSOracle Hospitality OPERA Reporting and Analytics Cloud ServiceOracle Hospitality OPERA Hotel Mobile Cloud Service – Per Guest RoomOracle Hospitality OPERA Mobile Cloud Service – Per Guest Room50505152Oracle Hospitality Hotel Cloud Service DescriptionsPage 3 of 131
Oracle Hospitality OPERA Multi-property Cross Reservation Cloud Service – Per Guest Room 53Oracle Hospitality OPERA Multi-property Cross Postings Cloud Service – Per Guest Room53Oracle Hospitality OPERA Sales and Catering Multi-property Group Room Control and FunctionDiary Cloud Service – Per Guest Room54Oracle Hospitality OPERA Web Self-Service Cloud Service – Per Guest Room54Oracle Hospitality OPERA Sales and Catering Web Self-Service Cloud Service – Per Guest Room55Oracle Hospitality OPERA Vacation Ownership System Cloud Service – Per Guest Room56Oracle Hospitality OPERA Export Files Cloud Service – Per Guest Room56Oracle Hospitality OPERA Back Office Cloud Service – Per Guest Room57Oracle Hospitality OPERA EFT Dynamic Currency Conversion Cloud Service – Per Guest Room57Oracle Hospitality OPERA Electronic Signature Cloud Service for Orion Software – Per GuestRoom58Oracle Hospitality OPERA ID Document Scanning Cloud Service – Per Guest Room58Oracle Hospitality OPERA Electronic Commission Data Transfer Cloud Service – Guest Room59Oracle Hospitality OPERA Address Cleansing Vendor Integration Cloud Service – Per GuestRoom60Oracle Hospitality OPERA Virtual Room Numbers (Direct Inward Dialing) Cloud Service – PerGuest Room61Oracle Hospitality OPERA Comp Accounting Cloud Service – Per Guest Room61Oracle Hospitality OPERA Property Management Kiosk Interface Cloud Service – Per GuestRoom62ORACLE HOSPITALITY INTEGRATION CLOUD SERVICE – METERED64Oracle Hospitality Integration Cloud Service, Per 10,000 Transactions64Oracle Hospitality Integration Platform Add-On for OPERA Property Cloud Service, Per GuestRoom65ORACLE HOSPITALITY OPERA HOTEL GENERAL INTERFACESOracle Hospitality OPERA Business Events Interface Cloud ServiceOracle Hospitality OPERA Yield Interface Enhanced Cloud ServiceOracle Hospitality OPERA Yield Interface Basic Cloud ServiceOracle Hospitality OPERA Exchange Interface One-Way Cloud ServiceOracle Hospitality OPERA Exchange Interface Two-Way Cloud ServiceOracle Hospitality OPERA HTNG Interface Cloud ServiceOracle Hospitality OPERA Gaming Interface Cloud Service6565676869707273ORACLE HOSPITALITY OPERA HOTEL PROPETY LEVEL INTERACESOracle Hospitality OPERA Property Level Interface Cloud ServiceOracle Hospitality OPERA Electronic Funds Transfer Interface Cloud Service747475Oracle Hospitality OPERA Hotel Central System Interfaces77Oracle Hospitality OPERA Reservation System ADS Interface Cloud Service77Oracle Hospitality OPERA Reservation System GDS Interface Cloud Service78Oracle Hospitality OPERA Reservation System Exchange Interface Cloud Service – Per Interfaceon Central Level79Oracle Hospitality Web ApplicationsOracle Hospitality Hotel Cloud Service Descriptions80Page 4 of 131
Oracle Hospitality Web Booking Engine Cloud Service – Per Guest Room80Oracle Hospitality Distribution Connector to Third-Party Channel Managers Cloud Service – PerProperty80Oracle Hospitality Distribution Channels Consulting ServicesOracle Hospitality Distribution Channel Customer Services for GDS and HCD8181Oracle Hospitality Distribution Channels82Oracle Hospitality OPERA Cloud Service, Distribution Channel Connect for Switch82Oracle Hospitality OPERA Cloud Service, Distribution Channel Connect for Online Travel Agents82Oracle Hospitality OPERA Cloud Service, Distribution Channel Connect for Direct Reservations83Oracle Hospitality Distribution Cloud Service for Pegasus HCD – Per Booking84Oracle Hospitality Distribution Cloud Service for Sabre GDS – Per Booking84Oracle Hospitality Distribution Cloud Service for Travelport GDS – Per Booking85Oracle Hospitality Distribution Cloud Service for Amadeus GDS – Per Booking85Oracle Hospitality OPERA Cloud Service, Distribution Channel Connect for Central ReservationSystems85Oracle Hospitality Suite886Oracle Hospitality Suite8 webConnect Cloud Service (EMEA and APAC Regions) – Per Property86Oracle Hospitality OPERA Non-Production Environments87Oracle Hospitality OPERA Basic Non-Production Environment Cloud Service – Per Guest Room87Oracle Hospitality OPERA Advanced Non-Production Environment Cloud Service – Per GuestRoom88Oracle Hospitality OPERA Cloud Service, Non-Production Property – Per Guest Room88Oracle Hospitality OPERA Cloud Service, Non-Production Property for Educational Customersonly – Per Property89Oracle Hospitality OPERA Cloud Service, Non-Production Property for OPN Members Only – PerProperty90Oracle Hospitality VPN Cloud ServicesOracle Hospitality Cloud VPN Cloud Service – Per VPN Connection9090NOR1 CLOUD SERVICES - SERVICE DESCRIPTIONSOracle Hospitality Nor1 Cloud ServiceOracle Hospitality Nor1 Cloud Service, eStandby Room UpgradeOracle Hospitality Nor1 Cloud Service, Checkin Merchandising Room UpgradeOracle Hospitality Nor1 Cloud Service, eXpress Room UpgradeOracle Hospitality Nor1 Cloud Service, Non-Room Upgrade919191919191ADVANCED CUSTOMER SUPPORTOracle Functional Help Desk for Oracle Cloud Retail and Hospitality – SaaS9494RESTRICTED SERVICE DESCRIPTIONSMicros Communication Line Monthly Fee for EUNetworks – Per Communication LineMicros Communication Line Monthly Fee for GTS CE – Per Communication Line949494Oracle Hospitality Hotel Cloud Service DescriptionsPage 5 of 131
Micros Communication Line Monthly Fee for iBrowse – Per Communication LineMicros Communication Line Monthly Fee for KPN – Per Communication LineMicros Communication Line Monthly Fee for MDNX – Per Communication LineMicros Communication Line Monthly Fee for TDC – Per Communication LineMicros Communication Line Monthly Fee for TELE2 – Per Communication LineMicros Communication Line Monthly Fee for Versatel – Per Communication LineMicros Communication Line Monthly Fee for PlusLine – Per Communication LineRETIRED SKUSOracle Hospitality OPERA Hotel Property Level Interfaces – Retired SKUsOracle Hospitality Property Level Interface Cloud ServiceOracle Hospitality OPERA Building Management System Interface Cloud ServiceOracle Hospitality OPERA Call Accounting System Interface Cloud ServiceOracle Hospitality OPERA Key Services System Interface Cloud ServiceOracle Hospitality OPERA Minibar System Interface Cloud ServiceOracle Hospitality OPERA Voice Mail System Interface Cloud ServiceOracle Hospitality OPERA Telephony Management System Interface Cloud ServiceOracle Hospitality OPERA Video Services Interface Cloud ServiceOracle Hospitality OPERA Internet Posting System Interface Cloud ServiceOracle Hospitality OPERA Miscellaneous System Interface Cloud ServiceOracle Hospitality OPERA Pricing Interface Cloud Service for Google Hotel FinderOracle Hospitality OPERA Yield Interface Limited Cloud 109110111Oracle Hospitality Websuite8 – Retired SKUs112Oracle Hospitality WebSuite8 Property Standard Cloud Service (EMEA and APAC Regions) 112Oracle Hospitality WebSuite8 Property Interface Cloud Service (EMEA and APAC Regions) 113Oracle Hospitality WebSuite8 Back Office Interface Cloud Service (EMEA and APAC Regions)Cloud Service113Oracle Hospitality WebSuite8 Distribution Channel Manager Cloud Service for SmartHOTEL(EMEA Region)113Oracle Hospitality WebSuite8 webConnect Cloud Service (EMEA and APAC Regions)114Oracle Hospitality WebSuite8 Table Reservation Cloud Service (EMEA and APAC Regions) 114Oracle Hospitality Suite8 Distribution Channel Manager Cloud Service for SmartHOTEL (EMEARegion) – Per Property114Oracle Hospitality Distribution Channel Manager – Retired SKUs116Oracle Hospitality Distribution Channel Manager Cloud Service for SmartHOTEL – Per Property116Oracle Hospitality Distribution Channel Manager Cloud Service for SiteMinder – Per Property116Oracle Hospitality Reporting and Analytics – Retired Skus117Oracle Hospitality OPERA Advanced Reporting and Analytics Cloud Service – Per Guest Room117Oracle Hospitality OPERA Sales and Catering Reporting and Analytics Cloud Service – Per GuestRoom118Oracle Hospitality Advanced Monitoring and Alerting for OPERA Property Cloud Service – Setup Fee – Per Device119Oracle Hospitality Hotel Cloud Service DescriptionsPage 6 of 131
Oracle Hospitality Distribution Cloud Service – Retired SKUs120Oracle Hospitality Distribution Fax Delivery Cloud Service – Per Booking120Oracle Hospitality OPERA for Roomkey.com Online Travel Agency Interface Cloud Service – PerGuest Room120Oracle Hospitality Distribution Metasearch Connector Cloud Service for TripConnect – Per GuestRoom121Oracle Hospitality Distribution Metasearch Connector Cloud Service for Google Hotel Price Ads(HPA) – Per Guest Room121Oracle Hospitality Distribution Metasearch Connector Cloud Service for Trivago – Per GuestRoom122Oracle Hospitality Distribution Cloud Service for Travelsky via Derbysoft – Per Booking122Oracle Hospitality Distribution Cloud Service for OTAs via Derbysoft – Per Booking122Oracle Hospitality Distribution Cloud Service for Giata Hotel Leisure Connect – Per Guest Room123Oracle Hospitality Distribution Direct Connector to Online Travel Agency Cloud Service – PerGuest Room123Oracle Hospitality Hotel Service Descriptions – Other Retired SKUs124Oracle Hospitality Website, Hotel Edition Cloud Service – Per Guest Room124Oracle Hospitality Website and Booking Engine Cloud Service – Per Guest Room124Oracle Hospitality Web Proposal Cloud Service – Per Property125Oracle Hospitality OPERA Credit Card Encryption Rotation Cloud Service – Per Guest Room 125Oracle Hospitality Advanced Workstation Monitoring and Alerting for OPERA Property CloudService with Auto-remediation – Per Workstation126Oracle Hospitality Advanced Interface PC Monitoring and Alerting for OPERA Property CloudService with Auto-remediation – Per Device126ORACLE HOSPITALITY E-LEARNING – RETIRED SKUs127Oracle Hospitality E-Learning for OPERA Property Cloud Service (English) – Per Guest Room127Oracle Hospitality E-Learning for OPERA Property Cloud Service (Spanish) – Per Guest Room127Oracle Hospitality E-Learning for OPERA Cloud Service (Spanish) – Per Guest Room127Oracle Hospitality E-Learning for OPERA Cloud Service (French) – Per Guest Room128Oracle Hospitality E-Learning for OPERA Cloud Service (German) – Per Guest Room128Oracle Hospitality E-Learning for OPERA Cloud Service (Japanese) – Per Guest Room128Oracle Hospitality E-Learning for OPERA Property Cloud Service (Japanese) – Per Guest Room129Oracle Hospitality E-Learning for OPERA Sales and Catering Cloud Service (English) – Per GuestRoom129Oracle Hospitality E-Learning for OPERA Property Cloud Service – Education Edition (English) –Per Customer129Oracle Hospitality E-Learning for OPERA Property Cloud Service – Education Edition (Spanish)– Per Customer130Oracle Hospitality E-Learning for OPERA Property Cloud Service – Education Edition (Japanese)– Per Customer130Oracle Hospitality Hotel Cloud Service DescriptionsPage 7 of 131
Oracle Hospitality E-Learning for OPERA Sales and Catering Cloud Service – Education Edition(English) – Per Customer130Oracle Hospitality Hotel Cloud Service DescriptionsPage 8 of 131
METRIC DEFINITIONS10,000 Transactions is defined as ten thousand unique transactions processed through the Oracle CloudService. Transactions may describe various transaction types, including but not limited to sales, returns,exchanges, loyalty transactions, deal transactions, gift card transactions, inventory transactions, petty cashtransactions, and/or administrative transactions.For the purposes of Oracle Hospitality Integration Cloud Service, a transaction is defined as a paired message unitconsisting of a single request and a corresponding response, which can be initiated from either Oracle or theconnected external system. 10,000 transactions are measured on a monthly basis and may describe varioustransaction types, including but not limited to reservation, rate, availability, profile, membership, configuration,and/or administrative data.Booking is defined as a hotel reservation transaction booked through the Oracle Cloud Service for a room,regardless of the number of days and or/nights reserved, at any Property. A Booking includes any no-shows orcancellations made outside of the Oracle Cloud Service, but excludes duplications and cancellations processedthrough the Oracle Cloud Service prior to check in date.Customer is defined as the customer entity specified in Your order. The Oracle Cloud Service may not be used oraccessed for the business operations of any third-party, including but not limited to, other customers of Yours,Your partners, or Your affiliates.Device is defined as a network element that is modeled, discovered, or managed by the Oracle Cloud Service.Guest Room is defined as the number of Guest Rooms within the scope of the Oracle Cloud Service as specifiedin the ordering document.Hosted Named User is defined as an individual authorized by You to access the Oracle Cloud Service, regardlessof whether the individual is actively accessing the service at any given time.Instance is defined as a single deployment of an Oracle Cloud Service ordered by You.Interface is defined as a connector to enable You to connect an Oracle Cloud Service with a third-party product.A unique Interface license is required for each distinct third-party product with which the Oracle Cloud Service isrequired to interface.Kitchen Display Client is defined as a device that is used to display and monitor the status of ordered items. Ifmultiplexing hardware or software (e.g., a transaction processing monitor or a web server product) is used, thisnumber must be measured at the multiplexing front end.Net Booking is defined as any transaction for the Booking of a Single Inventory Unit of a room regardless of thenumber of nights reserved at any property booked through the Oracle Cloud Service, less any cancelled SingleInventory Units processed through the Oracle Cloud service, during a given billing period.A Single Inventory Unit is a reservation for a set time period for a guest stay, which may or may notinclude an overnight stay and could just be a time increment or day use of the space.Property is defined as a location with a single physical (postal) address. For the purposes of OPERA and relatedHotels licenses, a Property is a Hotel or Resort with Guest Rooms managed by the Oracle Cloud Service.POS Client is defined as a device that is used to record any part of a sales transaction or related end-userfunctionality such as a Workstation, reporting, cash management, engagement, table management, or manageroperations. If multiplexing hardware or software (e.g. a transaction processing monitor or a web server product)is used, this number must be measured at the multiplexing front end.Revenue Center is defined as a logical reporting and configuration entity with a Physical Location. For example,a restaurant that wants to keep its reports and configuration separate from its bar and its room service wouldOracle Hospitality Hotel Cloud Service DescriptionsPage 9 of 131
require three Revenue Centers within the Oracle Cloud Service (one each for the restaurant, the bar, and the roomservice).Transaction Services Client is defined as a device that is used to receive data from an external source to recorda sales transaction (e.g., a device in a coffee shop that is used by customers to enter their sandwich orders). Ifmultiplexing hardware or software (e.g., a transaction processing monitor or a web server product) is used, thisnumber must be measured at the multiplexing front end. For the purposes of the Oracle Hospitality SimphonyTransaction Services Cloud Service, devices that are used to send Property or Revenue Center configuration toan external source must be counted as Transaction Services Clients. For example, if a digital signage providerwants to display menu item information (e.g., price, name, etc.) on a menu board behind the counter and themenu board system requests that a device provides a list of the menu items and prices that are available forpurchase, then that device must be licensed as Transaction Services Client.Upgrade Rate is defined as the applicable percentage rate (expressed as a decimal), set forth in Your order, perdollar of the Upgrade Amount payable to Oracle for each product and service set forth in the order.Upgrade Amount is defined as the dollar value for upgrades attributable to Oracle Hospitality Nor1 products andservices. Oracle will calculate the fees due for the Oracle Hospitality Nor1 products and services set forth in Yourorder by applying the applicable Upgrade Rate for each applicable Oracle Hospitality Nor1 product and/or serviceset forth in Your order to the total monthly aggregated Upgrade Amounts generated through such OracleHospitality Nor1 products and/or services, billed in arrears.VPN Connection is defined as each Oracle Virtual Private Network (VPN) Connection installed between the Oracledata center and Your Physical Location.Workstation is defined as a client computer from which the Oracle Cloud Service is being accessed.GLOSSARYChain Code is defined as an identifier used to group a unique group of Properties for administrative purposes.Check In is defined as the procedure by which a hotel formally registers the arrival of a guest for a stay using theOracle Cloud Service.Communication Line is defined as a telecommunication line provided by a third-party telecommunicationscompany and used to establish connectivity between the Oracle Cloud Service and the Property.Customer-Owned Internal Applications is defined as applications which are systems of record or databaseswhose data is used exclusively for internal purposes and not for commercial purposes with third parties.Database Storage is defined as the total space allocated at the operating system level for database operations,not including database executables.File Storage is defined as the total space allocated for reporting and SFTP access.Non-Production Environment: The Non-Production Environment may be used to recreate events and duplicateissues occurring in the Production Environment for the purposes of troubleshooting and facilitating incidentresolution. The Non-Production Environment is not intended to be used for production operations involving livedata. Any service levels, performance targets, and disaster recovery described in the applicable Oracle CloudService are not applicable to Non-Production Environments. Unless otherwise specified, a single Non-ProductionEnvironment is provided for an Oracle Cloud Service.Production Environment is defined as the environment provided to You as part of the Oracle Cloud Service thatis designed for daily commercial use and production operations of live data. Unless otherwise specified, a singleProduction Environment is provided for an Oracle Cloud Service.Property Level Interface is defined as an interface which must be installed onsite and is sometimes referred toas a serial interface.Oracle Hospitality Hotel Cloud Service DescriptionsPage 10 of 131
ORACLE HOSPITALITY HOTEL CLOUD SERVICE DESCRIPTIONSORACLE HOSPITALITY APPLICATION CLOUD SERVICESOracle Hospitality OPERA Cloud Service, Property Management Professional Foundation – PerGuest RoomPart #: B92373Oracle Hospitality Professional Foundation Cloud Service is the basis of Oracle Hospitality Application Suiteenabled in a multi-tenant environment. Users are authorized to access all modules and features of the OracleCloud Service, including: Access to application suite enabling common property management featureso You may use or enable up to a maximum of 30 featuresAccess to standard reporting and integration platformsAccess to standard online learning material, including guides, videos, release notes, etc.Maximum of 3 Property Level Interfaces (IFC8)Interfaces to Customer-Owned Internal Applications connected through the Oracle HospitalityIntegration PlatformOPERA internal InterfacesOPERA Interfaces to Oracle Simphony Point of SaleOPERA Interfaces to Oracle Hospitality Nor1 Cloud ServiceThe configuration of the Property Level Interfaces requires installation of a software agent on hardware at Yoursite. It is Your responsibility to acquire the necessary hardware as specified in the Program Documentation andmaintain the software agent and hardware for these Interfaces. Additional services and fees may apply if Youchoose to change the Property Level Interfaces chosen.Limitations and RestrictionsThe following limitations apply to exports including country, membership, and back office exports as well asreporting: Exports and reports, if not manually downloaded, can be sent via email, or stored on a SFTP server orhttps destination provided by YouScheduling of exports and reports is limited to maximum once per hourExports and reports running beyond 3 minutes during peak hours are automatically disabled. Timedout exports and reports will not run again until they have been either edited, to make them run faster, orrescheduled to run during off-peak hoursThere is a 25 MB limitation on emails sent from Oracle Hospitality Application Suite. The size of an emailmessage includes the email headers, body, attachments, and encoding. As a result, an email with a 25MB attachment likely exceeds the 25 MB size limit for an email message after accounting for theheaders, body, and encodingUsage LimitsThe Oracle Hospitality OPERA Professional Foundation Cloud Service is subject to usage limits based on: a maximum number of Guest Rooms as defined in Your order Two (2) multi-tenant environments (separately configured): one (1) Production and one (1) NonProduction, provisioned by Oracle.The standard data retention allowance for this Oracle Cloud Service is as follows:Oracle Hospitality Hotel Cloud Service DescriptionsPage 11 of 131
36 months of data unless determined otherwise by applicable lawDisaster Recovery and Target Service Availability LevelAs described in the Oracle Global Business Unit Cloud Services Pillar document, this Oracle Cloud Service has thefollowing Recovery Time Objective (RTO), Recovery Point Objective (RPO), and Target Service Availability Levelfor the Production Environment:Recovery TimeObjective (RTO)Recovery PointObjective (RPO)4 hours1 hourTarget ServiceAvailability Level99.5%The RTO, RPO, and Target Service Availability Level do not apply to the Non-Production Environment(s). TheTarget Service Availability Level does not apply in the event of a declared disaster. The RTO and RPO do not applyto customizations or third-party software.Service Specific VariationsThe following service specific variations take precedence over any contrary terms in the applicable Oracle CloudPolicies, service specifications, and orders. The Oracle Payment Card Industry Compliance Services (“PCICompliance Services”) document applies to this Oracle Cloud Service. The PCI Compliance Services consist ofcertain controls to address the requirements of the Payment Card Industry (PCI) Data Security Standards fordesignated Oracle Cloud Services. The PCI Compliance Services supplement the Oracle Hospitality Cloud andOracle Retail Cloud Security Practices and are described in the PCI Compliance Services document available athttp://support.oracle.com using the following path: Search Knowledge Base 870963.5 (Software as a Service(SaaS) Documentation).Oracle Cloud Policies and Pillar DocumentationYour order for this Oracle Cloud Service is subject to the Oracle Cloud Hosting and Delivery Policies and GlobalBusiness Unit Cloud Services Pillar Document, which may be viewed at www.oracle.com/contracts.Oracle Hospitality OPERA Cloud Service, Property Management Professional Foundation withElite Support – Per Guest RoomPart #: B94278Oracle Hospitality OPERA Cloud Service, Property Management Professional Foundation with Elite Support isenabled in a multi-tenant environment as part of the Oracle Hospitality Application Suite. Users are authorized toaccess all modules and features of the Oracle Cloud Service, including: Access to application suite enabling common property management featureso You may use or enable up to a maximum of 30 featuresAccess to standard reporting and integration platformsAccess to standard online learning material, including guides, videos, release notes, etc.Maximum of 3 Property Level Interfaces (IFC8)Interfaces to Customer-Owned Internal Applications connected through the Oracle HospitalityIntegration PlatformOPERA internal InterfacesOPERA Interfaces to Oracle Simphony Point of SaleOPERA Interfaces to Oracle Hospitality Nor1 Cloud ServiceIn order for the Property Level Interfaces to be configured, You agree to install a software agent on hardware atYour site. You agree to acquire the necessary hardware as specified in the Program Documentation and maintainOracle Hospitality Hotel Cloud Service DescriptionsPage 12 of 131
the software agent and hardware for these Interfaces. Additional services and fees may apply if You elect tochange the Property Level Interfaces from what is initially selected.Users of the Oracle Hospitality OPERA Cloud Service, Property Management Professional Foundation with EliteSupport are provided access to the following support services (‘Elite Support Services”) in addition to the supportservices described in the Oracle Cloud Policies and Pillar Documentation referenced below, and this ServiceDescription shall supersede any inconsistent terms in such policies.A. Pooled Customer Advocacy ManagerOne (1) Customer Advocacy Manager (“CAM”) assigned to You, as a non-dedicated contact for the Elite SupportServices.B. Toll-Free Support NumberA dedicated toll-free support number for Your teams to call 24x7. Calls coming into the dedicated number will berouted to the Pooled Help Desk.C. Pooled Help DeskAssigned/pooled English language support team with the product skill coverage for the products in Yourproduction Cloud Services environment.Limitations and RestrictionsThe following limitations apply to exports including country, membership, and back office exports as well asreporting: Exports and reports, if not manually downloaded,
Oracle Hospitality Hotel Cloud Service Descriptions Page 1 of 131 Oracle Hospitality Hotel Cloud Services Service Descriptions and Metrics Effective Date: 01-April-2022 . Booking 9 Customer 9 Device 9 Guest Room 9 Hosted Named User 9 Instance 9 Interface 9 Kitchen Display Client 9 Net Booking 9 Property 9 POS Client 9 .
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