Oracle Cloud for Hub

Getting Started With Key Concepts

Doina Titei
Cloud SME, Global Customer Support Hub
December, 2021

1 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Scope

The purpose of this training is to provide:

1. An introduction to the Oracle Cloud Concepts

• Cloud Services/Products (SaaS, Cloud Infrastructure)
• Subscription Types, Payment Plans
• Billing Models Offered
• Free Tier Overview
• Workflow to Provision Oracle Cloud Applications
• Cloud Account Admin, Service Admin versus My Oracle Support Admin (CUA)
2. An overview of Hub Cloud processes
3. A guide on how to approach a Cloud Non-Technical SR
4. An overview of available Cloud Tools
5. A list of other Teams that Hub collaborates with
6. Cloud FAQs

2 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

 ORACLE CLOUD More than 30,000 organizations of all sizes rely on Oracle Cloud
Applications to run their most important front- and back-office
Applications business operations. Each suite of applications is designed to work
Click to add image together to help eliminate IT complexity and maximize the benefits
of data. Built and run on Oracle Cloud Infrastructure, the
applications deliver the scalability, security, and performance
today’s businesses demand.

Fusion Applications Suite

NetSuite Applications
Industry-Specific Applications
Advertising (Data Cloud)

3 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

What is SaaS (Software as a Service)?

Software as a service (SaaS) allows users to subscribe to and use application software in the cloud. A modern
cloud provides complete software for your entire business so that you can subscribe to certain SaaS applications
as needed, such as accounting, HR, marketing, project management, sales management, service,
manufacturing, and supply chain.

The cloud provider develops and maintains cloud application software, provides automatic software
updates, and makes software available to its customers.

4 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

SaaS Products

Enterprise Resources Planning Sales Marketing

Discover how enterprise resource planning (ERP) Discover how Oracle Sales solutions go beyond Discover how digital marketing solutions support
cloud solutions can future-proof your business sales force automation to optimize your sales B2B and B2C marketers' omnichannel experiences
across accounting, analytics, consolidation, engagements through a comprehensive set of to drive sales, brand, and customer loyalty. Oracle
planning, procurement, projects, and reporting. capabilities that bolster customer relationships and Marketing supports marketing automation for
Explore Enterprise Resources Planning drive business growth. cross-channel orchestration.
What is ERP? Explore Sales Explore Marketing
What is SaaS ERP?

Human Capital Management Service

Supply Chain Management & Manufacturing
Discover how HR leaders are making faster, smarter Discover how Oracle Service solutions help to
Discover how Oracle’s Supply Chain Management & decisions with Oracle's human resources solutions differentiate your brand by providing automated,
Manufacturing (SCM) solutions help drive to drive engagement, productivity, and business personalized, omnichannel, and knowledge-driven
innovation and turn traditional supply chains into value for organizations and the people within them. interactions and customer service.
agile and integrated value chains. Explore HCM Explore Service
Explore SCM What is HCM?
What is SCM?

5 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

 Oracle Cloud Infrastructure offers autonomous operations,
ORACLE CLOUD
integrated security, and truly elastic, serverless services in our
Infrastructure global public cloud regions or within your data center.
Run crucial enterprise applications with high performance, scale,
Click to add image and availability while lowering your costs.

Autonomous Database Machine Learning and AI Storage

Cloud@Customer Big Data OCI Solutions
Database Services Integration Security, Identity, and
Database Management Tools Application Development Compliance

Analytics Compute

6
What is IaaS (Infrastructure as a Service)?

Oracle Cloud Infrastructure is a set of complementary cloud services that enable you to build and run a wide range
of applications and services in a highly available hosted environment.

7 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Oracle Cloud Infrastructure Services

Analytics Cloud Application Performance Monitoring Blockchain Platform

Analytics Cloud empowers business analysts and Application Performance Monitoring provides a Blockchain Platform Cloud enables creation of
consumers with modern, AI-powered, self-service comprehensive set of features to monitor managed, permissioned-blockchain networks for
analytics capabilities for data preparation, applications and diagnose performance issues. secure, real-time data sharing and trusted
visualization, enterprise reporting, augmented transactions among business partners.
Archive Storage
analysis, and natural language processing.
Classic Migration
Archive Storage helps you store data that is
Announcements
accessed infrequently and requires long retention Classic Migration simplifies the migration of
The Announcements service informs you about periods. applications from Oracle Cloud Infrastructure
operational incidents impacting your environment. Classic to Oracle Cloud Infrastructure.
Artifact Registry
Anomaly Detection Certificates
Artifact Registry is a repository service for storing,
Anomaly Detection helps you to identify anomalies sharing, and managing software development Certificates lets you create and manage certificate
in a multivariate dataset by taking advantage of the packages. authorities and certificates.
interrelationship among signals.
Audit Cloud Advisor
API Gateway
The Audit service helps you track activity in your Cloud Advisor finds potential inefficiencies in your
The API Gateway service enables you to create environment. tenancy and offers guided solutions that explain
governed HTTP/S interfaces for other services, how to address them. The recommendations help
Bastion
including Oracle Functions, Container Engine for you maximize cost savings and improve the security
Kubernetes, and Container Registry. API Gateway The Bastion service provides secured, session- of your tenancy.
also provides policy enforcement such as based access to resources without public endpoints.
authentication and rate-limiting to HTTP/S Big Data
endpoints.
The Oracle Big Data service provides enterprise- Learn more
Block Volume
grade Hadoop as a service, with end-to-end
Block Volume helps you dynamically provision and security, high performance, and ease of
manage block storage volumes. management and upgradeability.

8 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Overview of Oracle Cloud Subscriptions
Oracle offers Cloud services at several pricing and service levels to suit the needs and budget.

Universal Credit Services Metered Services, Prepaid Nonmetered Services

These are bundled Oracle Infrastructure as a With the metered service offerings, you’re billed With the nonmetered service offerings, you pay
Service (Oracle IaaS) and Oracle Platform as a in arrears based on your actual usage. The for a set amount of users over the course of the
Service (Oracle PaaS) cloud services and offer metered offerings apply to Oracle Infrastructure service period. You’re billed up front based on
unlimited access to all the services in these as a Service (Oracle IaaS) and Oracle Platform that committed quantity. The nonmetered
categories. as a Service (Oracle PaaS) Cloud services. You offerings can be applied to Oracle IaaS, Oracle
can purchase our metered Cloud services from PaaS, and Oracle Software as a Service (Oracle
See Universal Credits in Oracle Cloud
Oracle Store or by contacting Oracle Sales. SaaS) Cloud services (as well as a handful of
Infrastructure documentation.
other offerings). These offerings are sold via a
See Buy a Prepaid Metered Subscription to an
usage-based metric, such as Hosted Named
Oracle Cloud Service.
User or Hosted Environment. For example,
Bring Your Own License (BYOL) Government subscriptions are nonmetered
Allows you to use any pre-existing Oracle services and their usage is drawn down from
software licenses that you may have when the committed amount.
buying new subscriptions on Oracle Cloud. For
example, if you have purchased a perpetual
license for Oracle Database Standard Edition See Buy a Nonmetered Subscription to an
earlier, then you can use the same when you Oracle Cloud Service.
buy Database Standard Package with BYOL
pricing. See About Bring Your Own License
Subscriptions in Oracle Cloud Infrastructure
documentation.
Learn more

9 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Billing Models Offered
Oracle offers the following types of billing or subscription models:

Annual Universal Credits Monthly Universal Credit (subject to Oracle Bring Your Own License (BYOL)
• You commit to an annual pool of funds. approval) Oracle offers BYOL as a billing option for some Oracle
• You commit to a monthly credit pool of funds. PaaS services, which enables you to leverage your
• You are billed in advance with a 12-month minimum
existing Oracle software licenses on Oracle Cloud.
and debited monthly based on your actual usage. • You are billed in advance for the committed amount
based on the payment terms of your contract. You continue your existing Oracle license support and
• Offers flexibility of starting and stopping services
contract for the cloud services as well. With BYOL, you
based on your requirements, similar to an on- • The subscription term is for 12 months. The 12- can move to Oracle Cloud at a lower cost.
demand/pay-as-you-go model. month period begins on the day that you receive your
welcome or activation email, unless otherwise See About Bring Your Own License Subscriptions in
• Any services used after the entire amount is
specified in your order. Oracle Cloud Infrastructure documentation.
consumed are charged based on your contractual
service price. See Oracle Universal Credit Pricing. • Any services used after the entire amount is
consumed are charged based on either the list price or
the rate card price, whichever is lower. See Oracle Oracle Cloud at Customer
Government Subscriptions Universal Credit Pricing.
A subscription to Oracle Cloud at Customer consists of
both a hardware subscription and a software
Oracle offers the Government purchase model, designed
subscription. Both are required to run Oracle Cloud in
specifically for government customers. This purchase
model allows government customers to buy resources for
Universal Credits, Pay As You Go your data center.
each service separately and access only those services • Pay for only what you use. You can use all the eligible • The Cloud at Customer hardware subscription consists
they’ve purchased. A monthly amount (in USD or Oracle IaaS/PaaS offerings. of: The hardware required to run the Oracle Cloud
equivalent in local currency) is committed for each control plane, which is the base software stack
purchased service and the service usage is drawn down • There are no up-front fees. required to run Oracle Cloud
from that committed amount. The committed amount • All charges are based on metered usage and • The optional hardware required for additional
can’t be transferred between services. Refer to the calculated as per Oracle’s list price or rate card, compute nodes, object storage, or block storage
service-specific details at Oracle Government Tech Cloud whichever is lower.
Service Descriptions. • Optional hardware required if you are subscribing to
• Usage billed monthly in arrears is based on the Exadata Cloud at Customer or Big Data Cloud at
payment terms in the agreement. Customer

10 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

 Oracle Cloud Free Tier

Oracle Cloud Free Tier allows you to sign up for an Oracle Cloud account which provides a number of Always Free services and a Free
Trial with US$300 of free credit to use on all eligible Oracle Cloud Infrastructure services for up to 30 days. The Always Free services are
available for an unlimited period of time. The Free Trial services may be used until your US$300 of free credits are consumed or the 30
days has expired, whichever comes first.

For registration issues the

customer should reach Cloud
Support Chat

Oracle Cloud Free Tier FAQs

11 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Workflow to Provision Oracle Cloud Applications

If the customer subscribes to Oracle Cloud Applications or has those entitlements in his account, then he can provision these
services from the Applications Console dashboard before his users can start using them.
Learn more
A typical provisioning workflow includes:

1. Customer purchases Oracle Cloud Applications through Oracle Sales. See Order Oracle Cloud Applications.
2. The administrator receives welcome email to log in to the Applications Console dashboard. See Sign In to Oracle Cloud For the First Time.
3. The administrator completes all the tasks in the Service Administrator Action List. See Service Administrator Action List.
4. After logging in, the administrator sees the services on the dashboard. If the services are not visible on the dashboard, they can customize the
dashboard to view their services. See View Your Services on the Dashboard.
5. A message on the Applications Console dashboard indicates that there are Oracle Cloud Application environments that need to be provisioned. To
provision these services, see Create an Instance.
6. (Optional.) Create an additional test instance. See Create an Additional Test Environment.
7. After submitting the provisioning request, the customer receives e-mail notifications when the production and stage instances of their service are
provisioned. They must ensure that they can access these instances. See Access Your Service Instance.
8. The Service Admin is auto-provisioned as CUA in My Oracle Support portal (Make sure the customer has an account in MOS)

12 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Types of Administrator Roles – Cloud versus MOS

Cloud Account Administrator Service Administrator Customer User Administrator (CUA)

Portal: Infrastructure Classic Console or Portal: Infrastructure Classic Console or Portal: My Oracle Support portal
Applications Console. See more Using the Applications Console. See more Using the https://support.oracle.com/portal
Console Console
Definition CUA provides one or more users
Definition: Person who can be authorized to be Definition: Person who can be authorized to be from your business the ability to manage the
a buyer but primarily responsible to manage an account administrator but primarily is My Oracle Support users from your business
account. responsible for managing service operations. without having to contact Oracle Support.
Manages administrative functions related to Privileges
Oracle Cloud services within an identity
Privileges
domain. • You are able to manage all of your users
• Actions are performed in Infrastructure without Oracle intervention.
A service administrator uses the username and
Classic Console or Applications Console.
password defined by My Services to sign in to • You have the ability to set the level of access
• View and monitor service details the application. to Oracle Support information and services
on an individual-user basis.
• Manage your accounts and subscriptions Privileges
• Greater visibility and awareness of those
• Add and manage users • Configure Service from your company who are using My Oracle
• Upgrade or terminate subscriptions • Service specific administrative activities Support
• Perform service-specific maintenance and • Monitor utilization, over the limit usage, • Tighter security over who has My Oracle
administration tasks service availability, scheduled notifications Support access
• More details • Service Lockout • CUA FAQ

KM Article: How to report issues with the My Services, My Account (CloudPortal) access, User/Password, Locked Accounts? (Doc ID 2717425.1)

13 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

 Click to add image
An overview of Hub Cloud
processes

Handling Cloud Services Issues : GCSGCH (Doc ID 1803780.1)

Cloud Services Billing Reference Guide : GCSCLD, GCSGCH (Doc ID 1803978.1)

14 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Handling Cloud Services Issues (Doc ID 1803780.1)
Make sure to check the process regularly as it is subjected to changes.

Type of Issue Cloud Service Type Resolution

Review the
OCI/IaaS/PaaS Go to task 13
following table to Cloud Admin Issues
SaaS Go to task 15
see if the issue Terminations OCI/IaaS/PaaS/SaaS Go to task 19
matches customer's Billing Issues OCI/IaaS/PaaS/SaaS Go to task 19
issue: Usage Report/Issue OCI/IaaS/PaaS Go to task 13

Entitlement Issues OCI/IaaS/PaaS/SaaS Go to task 27

OCI/IaaS/PaaS Go to task 13
Service Credits
SaaS Go to task 25
Missing Environments or Services in MOS OCI/IaaS/PaaS/SaaS Go to task 27
OCI/IaaS/PaaS Go to task 13
Welcome Letter Issues
SaaS Go to task 37
OCI/IaaS/PaaS Go to task 13
My Services Issues
SaaS Go to task 14
Support Contract Issues OCI/IaaS/PaaS/SaaS Go to task 18
Cloud patches Exadata Cloud at Customer customers (ExaCC) and
Cloud patches Go to task 27.1
Exadata Cloud Services customers (ExaCS)

15 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Quick Start Guide for your Cloud SR

1st Step 2nd Step 3rd Step 4th Step

Read carefully the Open the process: Verify and record the Go through the
issue description following, in your scenarios from the
Research: process*
Handling Cloud
Services Issues : • Type of the customer
GCSGCH (Doc (Paid Account / Free
1803780.1) Tier Account)
• Type of the service
(SaaS, PaaS/IaaS)
• Status of the contract
(lines): Active, Expired,
Terminated*

* Be careful that
sometimes the SI shows
Technical SRs Enabled, but
the lines are Expired or
Terminated)
An overview of available Cloud Tools
For entitlement research

ISP UOT *SPM *Cloud Provisioning Portal

(Internal Support portal) (Universal Order Tracker) (Subscription Plan Management)
Check: Cloud Provisioning Portal provides
SPM is the system where cloud
UOT provides status of an order. status of provisioning.
• Type of the customer (Paid contracts are recorded. Contracts
Account / Free Tier Account) What services where purchased for all recent and new cloud
• Type of the service (SaaS, Provisioning status acquisitions are now recorded in Link: https://cloud-
PaaS/IaaS) this system, not in Install Base. provisioning.custhelp.com/app/por
Tool Link:
tal
• Status of the contract (lines): https://mystore.oraclecorp.com/ap Many other cloud contracts are also
Active, Expired, Terminated* p/udb/?appId=12#/ordertracker
recorded in this system (sometimes
* Be careful that sometimes the SI referred to as 'cloudified').
shows Technical SRs Enabled, but Instructions: Verifying Cloud Order
the lines are Expired or Terminated) in Universal Order Tracker (UOT) Future plans include moving all
(Doc ID 2732072.1) cloud contracts into this system.
• If the customer has MOS account
in Admin section

* Access restricted to only Cloud Triage Team members

17 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Teams that Hub collaborates with

Cloud Triage CSM/Sales Cloud Assist (PaaS/IaaS) Cloud Central (SaaS)

• Entitlement Issues • Support contract issues Slack: #sup-cloud-assist Slack: #sup-fa-cloudcentral
• Missing Environments • Cloud Admin Issues • Cloud Admin Issues
or Services in MOS • Terminations • Terminations
• Usage Report/Issue • Welcome Email Issues
• Welcome Email Issues • My Services/ My
• My Services/ My Account Issues (cloud
Account Issues (cloud portal)
portal)
• Any billing related
questions or issues

Engagement model: Engagement model: Engagement model: Engagement model:

Collaboration CUA Refer to: Whom To Technical SR Technical SR
Triage SR (Step 27) Contact For Licensing MOS PLA Manager MOS PLA Manager
Queries? (Doc ID
1391957.1)
Cloud FAQs

Q Who handles SaaS Cloud Admin Q Which team handles Cloud

issues/questions? Account termination issues?
A Cloud Central: How to report issues A Cloud Services Billing Reference
with the My Services, My Account Guide : GCSCLD, GCSGCH (Doc ID
(CloudPortal) access, User/Password, 1803978.1)
Locked Accounts? (Doc ID 2717425.1)

Q Which process would you consult, if Q Which team can assist with a
you receive a credit card change SaaS Cloud welcome e-mail
request NTSR, for a Cloud customer? resend?
A Cloud Services Billing Reference A Cloud Central: How to report issues
Guide : GCSCLD, GCSGCH (Doc ID with the My Services, My Account
1803978.1) (CloudPortal) access, User/Password,
Locked Accounts? (Doc ID 2717425.1)

19 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

Cloud FAQs (2)

Q Is Cloud instance termination Q Who can assist you with Cloud

the same issue as account missing service in MOS?
termination? Which team resolves A Cloud Triage team: Handling Cloud
instance termination issues? Services Issues : GCSGCH (Doc ID
A No. The product support team 1803780.1)
handles the instance termination
questions via Tech SR.

Q How can a general Hub analyst Q Who handles registration issues

locate and check a Cloud order status for Free-Tier Cloud?
and details?
A Cloud Support Chat team:
A UOT - Verifying Cloud Order in https://www.oracle.com/cloud/free/faq.html
Universal Order Tracker (UOT) (Doc ID
2732072.1)

20 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]

 Hub Cloud Repository
The single-source Cloud
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repository you have been
looking for!

Start exploring the KM resources, the Cloud Tips

videos, access links to useful tools and much more.
Welcome

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Thank you

22 Copyright © 2021, Oracle | Confidential: Internal [December, 2021]