FedEx - AM Support 2017-2019

FedEx (Client) utilizes an Oracle Access Management (OAM) infrastructure and requires services to support said infrastructure. This Access Management system controls authentication and authorization of all internal applications for Client, deployed in a high availability, multi-data center configuration. Fully encrypted networking (supporting SHA256 and TLS 1.2) among all servers, where appropriate, and supported by Oracle.

HCM MSS will be responsible for supporting the following Client platforms:

• Oracle OAM 11g R2 PS3

• Web Gate 11.1.x.x

Tier 3 Managed Support Services provides:

• For Production, L2, L3, L4 Incident and Service Call support and resolution for Severity 3 Incidents

• For Production Outage Severity 1 and 2 break / fix resolution (Resolution is defined as reasonable workaround, short-term fix or detailed plan for long-term solution)

• For L2, L3, L4, Severity 2 break / fix resolution (Resolution is defined as reasonable workaround, short-term fix or detailed plan for long-term solution)

• For Production, L2, L3, L4, Identify and remediate repetitive, ongoing maintenance issues (i.e. Log file monitoring) as approved by Client

• For Production, L2, L3, L4, perform in scope Oracle System Quarterly Security and Bundle Patches as mutually agreed to by Client and HCM, in accordance with section 1.6.3.

• For Production, L2, L3, L4, Scheduled system restart monitoring and support

• For Production, L2, L3, L4, Scheduled mutually agreed upon Health Checks and standard HCM Health Check automation functions

• For Production Support Metrics Reporting (monthly)

• For Production, L2, L3, L4, Actively open, manage, track and support Oracle Service Requests (SR) from inception to resolution, providing regular reporting of status and implementation

• Daily Team Huddle Meetings (Business Weekdays) not to exceed one (1) hour for one (1) MSS Engineer and one (1) Manager