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Technical FAQ on Oracle SaaS

Contents

SaaS Architecture .......................................................................................................................................... 2
Logical View .................................................................................................................................................. 3
Technical View .............................................................................................................................................. 4
Security ......................................................................................................................................................... 5
Flexibility ....................................................................................................................................................... 7
Configurability ............................................................................................................................................... 8
Infrastructure ................................................................................................................................................ 9
Scalability .................................................................................................................................................... 10
Mobility ....................................................................................................................................................... 12









SaaS Architecture











Logical View










Technical View


Deployment Topology


Security

Q: How secure is the Oracle SaaS platform?
Oracle SaaS keeps your data completely isolated from that of other companies. Oracle SaaS services also
offer market-leading security features including encryption, virus scan and whitelist support. Oracle
SaaS data centers offer embassy-grade physical and logical security. The services employ management
controls, operational controls, and technical controls and are aligned with the security framework of ISO
(International Organization for Standardization) and IEC (International Electrotechnical Commission),
specifically ISO/IEC 27002:2005, Code of Practice for Information Security Management and ISO/IEC
27001:2005 standards.
Q: How does SaaS platform ensure regulatory compliance?
The Oracle SaaS services are aligned with ISO (International Organization for Standardization)
27001:2013 security controls. The ISO security framework includes a comprehensive set of security
controls that are used as a baseline for the operational and security controls utilized to manage Oracle
SaaS Service.
The internal controls of Oracle SaaS Services are subject to periodic testing by independent third party
audit organizations. The audits may be based on the Statement on Standards for Attestation
Engagements (SSAE) No. 16, Reporting on Controls at a Service Organization (SSAE 16), the
International Standard on Assurance Engagements (ISAE) No. 3402, Assurance Reports on Controls at a
Service Organization (ISAE 3402), or such other third party auditing standard or procedure applicable
to the specific Oracle SaaS Service. Oracles third party auditors periodically publish audit reports of
Oracle SaaS Services. Customer may request to receive a copy of the current published audit report
available for a particular Oracle SaaS Service.
Q: Can user access other user data in a SaaS application?
User can access data of other users with in an organization depending upon how the company would
like to configure their SaaS system instance. For example, in LS companies DM should have the ability to
see the Sales Representative data. User can only access the data based on their role defined in the
security set up.
Q: How data is protected in the Oracle SaaS?
Oracle SaaS offers several standard encryptions technologies and options to protect data while in transit
or at rest. Oracle advanced security Transparent Data Encryption (TDE) provides the ability to encrypt
sensitive application data on storage media completely transparent to the application itself. TDE
addresses encryption requirements associated with public and private privacy and security mandates
such as PCI and California SB1386. SFTP or WebDAV over SSL used for file transfer. Oracle offers security
and encryption at every layer of the tech stack, utilizing the latest physical and logical data security and
protection solutions.
Q: How data will be disposed in case of termination of services?
Upon termination of services (as described in the Oracle SaaS Suspension and Termination Policy) or at
Customer's request, Oracle will delete environments or data residing therein in a manner designed to
ensure that they cannot reasonably be accessed or read, unless there is a legal obligation imposed on
Oracle preventing it from deleting all or part of the environments or data.
Q: How system access control and password management handled?
Restricting access to only authorized personnel controls access to Oracle SaaS systems. Strong
passwords or multi-factor authentication are used throughout the infrastructure to reduce the risk of
intruders gaining access through exploitation of user accounts.
System access controls include system authentication, authorization, access approval, provisioning, and
revocation for employees and any other Oracle-defined 'users'.
Flexibility

Q: Is Oracle SaaS flexible and on contemporary architecture?
Oracle provides most comprehensive cloud computing portfolio in the industry, with a complete suite of
enterprise-grade applications on a common platform, all enhanced with the latest social, business
intelligence, and mobile technologies.

Q: Does Oracle SaaS support multiple languages?
Yes. Oracle SaaS environment supports globalization and multiple languages.
Q: Can SaaS environment be personalized, customized?
Oracle SaaS environment can be personalized and customized based on the client needs. Both can be
user specific. For example: Themes, Colors, Icons etc.
Q: Can Oracle SaaS be Extened to meet client specific requirements?
Oracle recognized this need and architected Oracle Sales Cloud from the bottom up, enabling changes
by each customer. Oracle classifies these modifications as Extensibility. Modifications can take the form
of:
a) Changing existing fields, screens, processes, etc.
b) Adding new features and or functionality to existing screens, processes, etc.
c) Adding new modules to provide unique capabilities.
All three of these changes are easily completed and incorporated into Oracle Sales Clouds architectural
framework that allows for seamless software upgrades.

Q: How does SaaS environment can be integrated?
Oracle supports variety of methods to integrate with the client environment and provide various tools
for the integration. The most common method is SOA and has well supported industry standard
middleware APIs to allow for integration
Over 37 cross-channel integrations developed and supported
Integrations to 120+ Application Marketplace partners
Configurability

Q: To what extent Oracle SaaS can be configured?
It is pretty much configurable. It includes:
a) Enterprise Structures can be setup for any type of Organization
b) It supports multiple currencies
c) Complex life science incentive comp plans can be configured. These compensation plans can be
weekly, quarterly, half yearly & yearly. For example: Compensation Plans can be on Market
share, Commission based, MBO based plans etc.
Q: What kind of reporting can be configured?
OBIEE (Oracle Business Intelligence Enterprise Edition) is embedded with the SaaS environment. It is a
real time reporting tool. Complex reports and dashboards can be built leveraging many different tools
with the SaaS environment like BI publishers etc. Also, supports ad-hoc reporting for the power users.
Oracle also provides capabilities like:
OTBI: This capability was expressly development for Fusion Applications, providing raw data from the
live transactional tables for use with complex analysis tools previously dependent on a OLAP/Warehouse
data store (i.e. time-lagged by an ETL process).
OBIA: Oracle Business Intelligence Analytics. Many organizations with to go beyond the standard Oracle
Application reports and analysis shipped with the product, and as such there is an advanced suite of
analysis-based solutions that can be implemented. For Fusion Applications these are already included
and deployed as standard in the BI Catalog.
Also supports complex enterprise level reporting.

Q: Does the SaaS environment support multiple files formats for data uploads?
Yes. For example: CSV, XML etc. Oracle also provides ODI and web service methods to consume data
real-time.
Q: Does Oracle SaaS integrated with Outlook?
It has a fully integrated solution that enables reps to create and edit records from within Outlook
without ever leaving the application. Reps can update records when disconnected and synchronize later.
Q: How customer data managed in the Oracle SaaS?
It provides a fully integrated front office to back office customer data management solution that
includes duplicate record detection, prevention and remediation in addition to data enrichment and
validation.
Infrastructure

Q: is the SaaS environment available 24*7*365?
Yes, Oracle works to meet a Target System Availability Level of 99.5% of the production service, for the
measurement period of one calendar month, commencing at Oracles activation of the production
environment.
Q: Are Oracle SaaS Services available globally?
Oracle SaaS Services are available globally and are hosted at multiple data centers around the globe.
Oracle also respects the Safe Harbour client will be provisioned in the US center if they need to meet
this requirements.
Q: How Oracle measure availability SaaS environment?
Following the end of each calendar month of the Services Period under an ordering document, Oracle
measures the System Availability Level over the immediately preceding month. Oracle measures the
System Availability Level by dividing the difference between the total number of minutes in the monthly
measurement period and any Unplanned Downtime by the total number of minutes in the
measurement period, and multiplying the result by 100 to reach a percent figure.
Q: Does Oracle SaaS support high availability?
Oracle SaaS Services maintain a redundant and resilient infrastructure in order to maintain high levels of
availability and to recover services in the event of a significant disaster or disruption. Oracle has
designed its cloud services using principles of redundancy and fault-tolerance.
Oracle SaaS Services provide an infrastructure that incorporates a comprehensive backup strategy. The
Oracle SaaS includes redundant capabilities such as power sources, cooling systems,
telecommunications services, networking, application domains, data storage, physical and virtual
servers, and databases. Customer data is replicated in physically separate facilities in order to restore
full services in the event of a disaster at a primary site. Backup tapes/media are encrypted.
Oracle has established alternate processing sites to accommodate full operating capability in the event
of loss of service at a primary facility. For each Cloud Service, Oracle maintains separate Disaster
Recovery Plans that describe detailed recovery procedures.
Q: What is SaaS environment Disaster Recovery Plan?
The following are the objectives of Oracles Disaster Recovery Plan for Oracle SaaS Services:
In an emergency, Oracles top priority and objective is human health and safety.
Maximize the effectiveness of contingency operations through the established Disaster
Recovery Plan that consists of the following phases:
o Phase 1 - Disaster Recovery Launch Authorization phase - to detect service disruption or
outage at the primary site, determine the extent of the damage and activate the plan.
o Phase 2 - Recovery phase - to restore temporary IT operations at the secondary site.
o Phase 3 - Reconstitution phase - to restore processing capabilities and resume
operations at the primary site.
Identify the activities, resources, and procedures to carry out-processing requirements during
prolonged interruptions.
Assign responsibilities to designated personnel and provide guidance for recovery, during
prolonged periods of interruption.
Ensure coordination with other personnel responsible for disaster recovery planning strategies.
Ensure coordination with external points of contact and vendors and execution of this plan.

Q: How Oracle SaaS new releases are evaluated?
Customer may evaluate new releases of the most recent generally available version of Oracle SaaS
Services via a self-service portal or via an incident process through My Oracle Support. Customer
initiates the evaluation process by submitting a request for new version evaluation in My Oracle
Support. Upon receiving the Service Request (SR), Oracle sends an acknowledgement to the Customer
contact(s) responsible to receive upgrade related communications. Oracle prepares an evaluation
environment by upgrading Customers staging environment to the latest version of the Cloud product.
Scalability

Q: Can Oracle SaaS handle volume and scale required in the large scale enterprise?
Yes. As the largest enterprise software company, Oracle has extensive experience handling many of the
world's largest enterprise systems. Oracle SaaS Services are architected from the ground up to serve the
needs of large enterprises. Oracles SaaS elastic cloud architecture supports independent scaling at each
of the three tiers: Web, Application, and Database. Oracle SaaS environment is provisioned with load
balancing processes dynamically adjusts computing capacity based on current and anticipated usage.
Because Oracle owns all elements of the hardware and software stack that powers the cloud, we are
also uniquely able to scale our cloud solutions.
Q: How Oracle advise customers to switch to Oracle SaaS?
Below are the advisable factors:
Marketplace + SaaS Start with what the applications provide you and supplement with
marketplace apps
Extend Configure each CX Application using provided configuration tools
Compose Change UI, data, workflow and reports Embed UIs and logic in the apps
Create Code everything else Oracle Cloud Platform
Q: What are the features of Oracle SaaS?
Oracle SaaS can be leveraged for many different purposes. Customers can use Oracle SaaS to:
Plan effectively and streamline their enterprise business processes
Empower people and realize the power of their employees
Boost sales, maximize revenues and engage customers
Support customers and inspire great customer experiences
Get social and collaborate seamlessly and securely
Build and rapidly deploy applications
Q: How does Oracle SaaS fit into Oracle's overall Cloud Computing Strategy?
Oracle SaaS is a strategic offering within Oracle's comprehensive cloud services portfolio. Customers are
adopting cloud computing in many different ways. Oracle's strategy is to offer them choice and flexibility
with the broadest, most complete portfolio of cloud services and products that enable the cloud.
Oracle's cloud offerings span public and private clouds and its entire product portfolio - applications,
middleware, database, servers, storage, networking, and associated OS and virtualization software.
Q: What is unique about Oracle SaaS?
Oracle SaaS delivers a broad set of industry-standards based, integrated services that provide customers
with subscription-based access to Oracle Platform Services, Application Services, and Social Services, all
completely managed, hosted and supported by Oracle.
Offering a wide range of business applications and platform services, the Oracle SaaS is the only cloud to
enable customers to avoid the data and business process fragmentation that occurs when using
multiple, siloed public clouds.
Oracle SaaS is powered by leading enterprise-grade infrastructure, including Oracle Exa-data and Oracle
Exa-logic, providing customers and partners with a high-performance, reliable, and secure infrastructure
for running critical business applications.
Oracle SaaS enables easy self-service for both business users and developers. Business users can order,
configure, extend, and monitor their applications. Developers and administrators can easily develop,
deploy, monitor and manage their applications.
Q: Can applications be moved from Oracle SaaS to on premise or third party service providers?
One of the advantages of the Oracle SaaS is that applications, middleware and database services are
based on industry standards, enabling customers to deploy their applications in the Oracle SaaS, a third
party cloud or on-premise.
Q: Can you retrieve your artifacts and data if you cancel Oracle SaaS Service?
Oracle recognizes that customer data remains the property of the customer and provides appropriate
means for customers to take possession of their data within a specified period after service cancelation.
Mobility

Q: Can you use Oracle SaaS applications from mobile devices?
Oracle SaaS applications include native applications for popular mobile devices such as iPhone, iPad, and
Android. Users get the powerful functionality and insight, optimized for their specific device.
Q: Does it support offline reporting?
Yes, if user is not connected with Internet, still user can see downloaded report(s) interactively.