Table of Contents
1. Introduction----------------------------------------------------------------------------------
2. Huawei Business Requirements For Configuration Platform Project------------------
3. Oracle Profile--------------------------------------------------------------------------------
Oracle Profile--------------------------------------------------------------------
Oracle Successful Cases------------------------------------------------------
4. Proposed Solution For Huawei------------------------------------------------------
Proposed Application---------------------------------------------------------
Project Scope--------------------------------------------------------------
Integration and Interface-----------------------------------------------
Oracle Configuration Product Roadmap---------------------------------
Hardware and Network Requirements----------------------------------
5. Oracle SellingPoint Implementation Plan-----------------------------------------
6. Proposed Training and Knowledge Transfer-------------------------------------------
Oracle Education Service-------------------------------------------------------
Training Draft---------------------------------------------------------------------
7. Proposed Support and Maintenance Program----------------------------------------
Objectives-----------------------------------------------------------------------------
Process of Oracle Support--------------------------------------------------------
Technical Support-------------------------------------------------------------------
Organization of Oracle World Wide Support------------------------------
Overview of Oracle China’s Support-----------------------------------------
How to Get Oracle’s Support--------------------------------------------------
Oracle Software Support Service----------------------------------------------
8. Quotation-------------------------------------------------------------------------------------
Appendix
Appendix A Oracle SellingPoint: Generating Top_Line Results from Your
Oracle Applications Investment ()
Appendix B Datasheet on Oracle SellingPoint ()
Appendix C Datasheet on Oracle SellingPoint Developer ()
Appendix D Datasheet on Oracle SellingPoint Internet ()
Appendix E Oracle SellingPoint Customers Rave (osp_raves)
Appendix F Oracle SellingPoint Configurator Deployment Methodology
(ospc deployment )
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1 INTRODUCTION
Huawei [HUAWEI] has invited a number of firms to propose for the implementation of
HUAWEI’s Configuration Platform Project. Oracle is truly appreciative of being selected as one
of the firms asked to propose.
Our main proposal sets out in detail our response to HUAWEI’s Request for Quotation (RFQ).
Partnering with Oracle, HUAWEI is assured the best possible success for the Configuration
Platform project in terms of technology, applications, business and process know-how, and
delivery of results.
An integrated and functionally rich configuration solution, as is detailed in our proposal, will
allow HUAWEI to analyze and prioritize its investment in products and services that add value to
HUAWEI.
HUAWEI is looking for a long term relationship with a partner to work toward its business
objectives and goals. This partner must:
Possess strong local implementation and support team.
Possess significant experience within the Telecom industry.
Have expertise and experience in successful large-scale turnkey systems implementations.
Have a proven track record as a world class systems implementor, specifically with respect to
project management, applications integration, and enabling infrastructure.
We feel confident that we can demonstrate to HUAWEI that Oracle has the experience, skills, and
solutions to assist HUAWEI in meeting its business objectives and goals.
Oracle is truly delighted to be able to present this proposal to HUAWEI.
2 HUAWEI Business Requirements
Huawei Company Overview
Established in 1988, Huawei is a company that specializes in research and development of telecom
products as well as their production and marketing. With a total sale of billion US dollars in
1998, Huawei ranked first in China's market share. Its access network secured seventy percent
market share. Among its over 11,000 staff members, of whom eighty-five percent are university
graduates, forty percent are engaged in R&D and thirty-five percent in marketing and after-sales
services. Huawei has set up representative offices and customer service centers in the large cities
across 33 provinces or municipalities domestically. It also has two subsidiary institutions in
Beijing and Shanghai. Besides a joint venture in Russia, the company has established
representative offices in Hong Kong, Russia, the United States, the Middle East, African, South
Asian and South American countries as well. Its products have been sold in more than 11
countries or regions. Research and Development (R&D) is very important to any hi-tech company.
Huawei allocates no less than ten percent of its sales income into R&D each year. In 1998, its
R&D fund totaled 106 million US dollars and is estimated to be 180 million US dollars in 1999.
Now there are over 4,000 experts and technicians devoted to R&D in Huawei, of whom seventy
percent are master or doctor graduates or postdoctoral researchers. The self-developed products of
Huawei can be divided into four categories: wired, wireless, data communications and power
supply products - ranging from switching, transmission, mobile communications, intelligent
network, supporting network, data communications, ATM and terminal products to other key
telecom technology fields. With its independently developed core technology, Huawei has become
an all-round supplier of digital telecom equipment. The most important of all is that Huawei
products are based on its independently designed IC chips. Its ASIC designing capability
has enabled Huawei to become one of the most advanced in this field in the world. China is the
second largest telecom market in the world. The investment in telecom infrastructure values
billion US dollars. China's telecom equipment market is also the most competitive one open to the
whole world in which Lucent, Siemens, Ericsson, NEC, Motorola, Alcatel and NorTel joined
successively. In this fierce competition environment, Huawei's major products have taken between
twenty to thirty percent market share. For some products, the market share is even as high as
seventy percent. Besides, its switching equipment, supporting network and intelligent network
have become more and more widely used in high-level networks.
In the international market, Huawei products have entered the telecom networks of more than 11
countries or regions such as USA, Brazil, Russia, Lithuania, Uzbekistan, Bulgaria, Kenya and
Hong Kong, etc. In addition to this, Huawei is currently operating representative offices in more
than 30 countries or regions in the world.
This is an amazing story of progress of a Chinese hi-tech company. The longest journey to success
has just been started with an aim to become a world class professional telecom equipment
manufacturer. We, at Huawei, are working to fulfill that desire. On the basis of the latest statistics,
the annual revenue in 1999 has been ensured to reached to billion US dollars.
HUAWEI Business Requirements
Currently Huawei has a large amount of configuration business to deal with every day, these
configuration business typically includes the following phases:
(1) collect telecom user’s order requirements by Sales Representatives on the spot of sales;
(2) User order requirement analyzing;
(3) Generation of configuration design for telecom equipment or solutions;
(4) Generation of commercial quote(in format of Lotus 1-2-3, Lotus WordPro, Lotus Freelance
and Microsoft Word, Excel, PowerPoint) based on configuration solutions and prices of
components involved in the configuration design;
(5) Generation of commercial bid(in format of Lotus 1-2-3, Lotus WordPro, Lotus Freelance
and Microsoft Word, Excel, PowerPoint) which includes configuration design and
commercial quote;
(6) Examination of the generated configuration design;
(7) Examination of the signed commercial contract;
Project Objective:
The objective of this “Configuration Platform” project is to:
(1) Re-engineering the process and operational mode of the current sales chain;
(2) Standardize the current legacy systems to the most advanced sales chain software suite within
the scope of telecom industry;
(3) Support several other parallel enterprise systems like: IPD(Integrated Product Development)
and ISC(Integrated Supplying Chain);
Project Scope:
(1) Business Scope:
The project will overlap a series Huawei’s current selling chain business domains and will
make a far-reaching influence and revolutionary transformation to current business operation
mode of these business domains, these business domains are listed below:
a. collection of telecom user’s order requirements;
b. user requirement analysis;
c. configuration design of total solutions including product and service;
d. commercial quote based on configuration design and price of the components
involved in the configuration design;
e. formal commercial bid of the total solutions including quotes and configuration
design;
f. examination of the total solutions before formally submitting to final user;
g. examination of final contract signed between Huawei and the final user;
(1) User Scope:
This project will bring a profound influence to a broad user scope which contains almost all
of Huawei’s sales relevant staffs involved in selling chain business, this user scope includes
direct sales force which contains sales representatives who works on the sales spot and face
direct to final users; sales support force who work in sub sales offices, overseas sales agencies,
etc; system maintenance engineers whose responsibilities are ensure the system to operate
normally and smoothly by the means of technique.
(2) Geography Scope:
This “Configuration Platform” project will take a active role and make a far-reaching
influence within a broad geography scope including all huawei’s sales bureaus, sales sub
offices and overseas agencies. The 2 figures listed below demonstrate the geography scope
of this project:
Figure 1: Domestic Sales Network System of Huawei
Technologies
Global World Sales Network System of Huawei Technologies
Application Scale
(1) Present:
Total 2300-2400 sales relevant staffs will be involved by this “Configuration Platform”
Project including 2000 direct sales force and 300-400 sales support force.
(2) In future( 3-5 years ):
According to enterprise regulation for 3-5 years in future, the application scale will expand to
total 5500 sales relevant staffs including about 5000 direct sales force and 500 sales support
force.
Current IT backbone/legacy:
(1) IT backbone:
Business Platform: Oracle Application is currently used as Huawei’s
standard ERP system
Office Platform: Lotus Notes/Domino and SmartSuite are currently adopted as
Huawei’s standard Office system
Network Protocol: TCP/IP
Russian-based Beto-Huawei JV
Huawei （America） Co., Ltd.
(in the Silicon Valley)
Brazil
Hong Kong
Singapore
South Africa
KenyaNigeria
Bangladesh
Algeria
Egypt
Saudi Arabia
Ukraine
Iraq
Iran
Uzbekistan
Sri Lanka
India
Pakistan
Nepal
Thailand
Colombia
Huawei Technologies
(Headquarters)
Zimbabwe
Angola
Geneva
Russia
Peru
Kirghiztan
Kazakhstan
Network Type: WAN for Intranet with DDN as the standard connection media
between headquarter(in Shenzhen) and branch
offices(Domestic)
Enterprise Server Type: Huawei adopts server of SUN as the standard enterprise
Server
Database: Oracle is currently used by Huawei’s ERP system and Oracles 8I
will be hopeful upgrade objective, besides Oracle, supplier can choose
MS SQL as the candidate database
Operating System: Huawei recommend supplier to choose MS Windows NT
as the system OS
Technical architecture: 3 layers Client / Server architecture is currently adopted
by Huawei’s Intranet system, including:
DB Server as
the layer1, several App servers as the
layer2 and
numerous clients as the layer3
(2) Legacy:
Huawei has currently 2 legacy systems “Netstar” and “ASMS”. “Netstar” supports the
business of configuration design for total solutions provided to final users and automatic
generation of business quote included in total solutions for Huawei’s; while “ASMS” supports
business of examination of solutions generated before submit to final users.
Existing weekness of legacy systems: both “Netstar” and “ASMS” have the obvious weekness,
they are:
a. Currently support only 2 kinds of telecom products of Huawei’s total 15 kinds of
products, “Switching System” and “Access Network”;
b. Lack necessary interfaces with ERP system and future PDM system, therefore these 2
legacy systems exits like information “islands” in fact;
3 Oracle Profile
Oracle Profile
Oracle Corporation, a $ billion company with headquarters in Redwood Shores, California,
USA, was founded in 1977 and is the world’s leading supplier of information management
software. It is the world’s largest supplier of software company. Oracle has over 30,000
employees in 145 countries . In 1999, Oracle has over billion revenue with 26% growth
rate and Application is accounted over billion and is growing up with 45%. Oracle headquarter
phone is 650/506-700, the web address is .
Oracle began with a vision of finding faster, easier, less expensive and more powerful ways to
manage and access information, and for nearly two decades Oracle has rigorously pursued that
vision. Oracle built the first commercial relational database system. Oracle core product is the
Oracle8 database, a powerful data warehouse system capable of supporting nearly every major
computer language as well as text, images, audio and video. In addition to the Oracle 8 database,
Oracle offers tools, applications, education and consulting services. Oracle’s tools provide forms
generation, sophisticated reporting and graphics, comprehensive data communications, and
intelligent text management. The company’s growing line of applications for industry and
government include packages for financial management, manufacturing and human resources.
Moreover, Oracle supports complex decision support systems (DSS) as well as rigorous on-line
transaction processing applications (OLTP), even applications that require simultaneous DSS and
OLTP access to the same critical data.
With nearly about 5,000 customers worldwide, Oracle Applications include more than 30
integrated modules for financial management , supply chain management, manufacturing,
project systems, sales force automation and human resources management , and won
Datamation’s Product of the Year for Packaged Applications for 1997.
Best known for its database technology and ERP applications, Oracle has moved rapidly into the
expanding CONFIGURATION PLATFORM market during the past few years. With the release
of Oracle CONFIGURATION PLATFORM version in 1998, and a subsequent release (3i) in
mid-1999, Oracle brings a mature CONFIGURATION PLATFORM solution to the market. The
company currently has more than 800 customers who have implemented or are currently
implementing one of these two versions. Current customers include American Electric Power,
American Management Association, Ameritech, British Telecom, Motorola, Nokia, Beneficial
Life, Principal Financial Group, TRM, and Shop@Home.
In summing up, Oracle is the only one to provide application, database, development tools and
services in “One Stop” and is the leader in above area.
Or acl e i sOr acl e i s ....
of DATABASE vendorof DATABASE vendor
of Tools providerof Tools provider
of Appl i cai t on vendorof Appl i cai t on vendor
of OLAP providerof OLAP provider
11##
22##
11##
## 11
55## of Consu l t i ng Com panyof Consu l t i ng Com pany
Oracle System China Inc. , entering the China’s market in 1985 , is formally established in 1989.
In China, Oracle employed approximately 300 people and is represented in Beijing (Head Office,
phone number 62181155, fax number 62184299/78893), Shanghai ( phone number 63859931, fax
number 63850210/11), GuangZhou (phone number 87780378, fax number 87754786), ChengDu
(phone number 6662222, fax number 6661893). In 1994, Oracle grouped China, Hong Kong and
Taiwan into Greater China Region, which empower the cooperation of Chinese. Now,
Oracle worldwide is as “ One Firm” to fully utilize the global resources to provide higher quality
for our customers.
Figures on Oracle.
Number of company employees (total) for each of the last five (5) years.
Full time employees - Current - ~41,000
1998 - 36,802
1997 - 29,431
1996 - 23,113
1995 - 16,882
Number of company employees (development engineers only) for each of the last five
(5) years.
Development - Current - ~6,000
1998 - 4,826
1997 - 3,970
1996 - 3,125
1995 - 2,348
Note - Oracle’s CRM development organization has grown to >800 in the past 12 months (from
<100).
Oracle Successful Cases
Overseas SellingPoint Clients reference
Nokia
Nokia Finland Oulu are Oracle SellingPoint customer. The division is Base Stations. Nokia
are using release SellingPoint. They have deployed this as Mobile users . They have over
200 users in 23 different countries servicing 5 different Factories. This application has been
live for over 2 years and is a great success for Nokia.
Customer contact: Jukka Kukkonen
Email:@
Mobile +358 40 546 7258.
Please refer to Appendix E: Oracle SellingPoint Customers Rave for more SellingPoint
solution references.
Oracle ERP Client reference in China.
Oracle has had many successful cases in China, three of which are CAAC, Motorola and China
Telecom. The success demonstrates Oracle China possess solid expertise to implement huge
and complex projects.
China Civil Aviation
CAAC Finance Information Management System is a comprehensive project on the threshold of
the new millennium. It drives all for- and not-for-profit organizations of CAAC to a new stage on
business accounting, financial management, information utilization and centralized management.
On June 5, 1998, Oracle (China) Co., Ltd. signed with China Civil Aviation General Bureau the
contract of “CAAC Finance Information Management System ” in Beijing. Oracle would be
responsible for implementing “Oracle Finance Management System” in all sub-organizations of
CAAC (including 40 airlines, 136 airports, and all civil aviation administration bureaus), the
financial department of Civil Aviation General Bureau and administrative setups on various levels.
A panel of 30 experts from Civil Aviation, airports, airlines and local administrative bureaus
evaluated various solutions, and finally Oracle won the favor of the experts by its complete
solution scheme, robust local support and rich industry knowledge. Its competitors include
SAP/Lufthansa、IBM/JDEdward，SSA/Arthur Andersen. China Civil Aviation Bureau selected 11
modules from “Oracle Finance Management System” to be the decision-support tools in the
financial system of the whole CAAC. These modules include general ledger, receivables,
payables, fixed assets, inventory management, alert system and OLAP.
CAAC is an important legal entity in the People’s Republic of China. It takes charge of the
planning of the nation’s civil aviation industry as a whole and its development. Since the reform
and opening policy of China, CAAC has developed on a fast route. Civil aviation is an industry
with complicated business, developing fast, and requiring advanced technology, intensive
investment of capital, and strict standards on safety and service. Financial management is an
important component of business administration, and plays a critical role in improving CAAC’s
profitability. Though in the recent years, CAAC has been following the principle of “safety,
quality and profit”, and able to achieve sustained, fast, and healthy development, it is fully
conscious of the distance between Chinese air transportation enterprises and its advanced
counterparts in the world. Financial management, though the key of business management, lags
behind. Management measures are out of date, and the financial information used for decisions in
enterprises and macro-control of General Bureau cannot keep up with business development. The
application of modern information technologies is far from sophisticated. In order to change such
a situation and make accounting and financial management modern, scientific and standard, the
financial sector of CAAC began preliminary preparations from 1995. It finishes the system
requirement analysis, at the same time standardizing the industry’s accounting and financial
management. In November, 1997, China Civil Aviation General Bureau approved the construction
of the system, and in 1998 more than 20 world famous software, hardware and network companies
provided solutions to the project. The project office invited experts on finance and information
technology from outside and inside the industry to seriously and objectively evaluate the solutions
of each provider. The evaluation covered system integration, industry experience, performance of
application software, technical platform, strength of tenderer, project risk and investment risk.
Head of Finance Department of CAAC commented: “Oracle is a leading software company in the
world. Its finance application software has been adopted by many airlines and airports in the
world, thus is less risky. Besides, Oracle has many experts in the field of civil aviation, so it can
help improve our management. Oracle is able to provide an integrated solution for civil aviation
industry. Its advanced and adaptable technology can support most update information technology,
and save capital. Therefore, we choose Oracle to be our partner in constructing financial
management information system of CAAC.
Finance Information Management System of CAAC was begun at October 1998. First stage has
been finished successfully at June 1999. At now, Eastern Airline, Southern Airline, Capital
Airport, BaiYun Airport have used the new system, and the second stage has been started.
Motorola China
A super multinational group, Motorola is one of the Fortune 500. It is a first class producer of
wireless communication products, semiconductor devices and electric equipment in the world. Its
business reaches the globe. In China, Motorola owns a venture exclusively with its own
investment and a holding company with 7 joint ventures. Motorola (China), as a venture invested
by a world-famous communication producer, needs to introduce an ERP project so as to enhance
the efficiency of the enterprise as a whole, realize paperless office and fully utilize its resources.
The ERP project should possess complete and perfect functions and be easily implemented.
Motorola set up an ERP implementation project, which consisted of experts and personnel from
the company’s financial, manufacturing and marketing departments.
This ERP project adopts IMBR5/6000 for hardware and Oracle for database. However, it really
made efforts on the selection of key application software. Through several rounds of
demonstration and comparing of ERP providers’ software programs, Oracle application software
came out. Implementation cycle is short for Oracle’s ERP product. Links among different modules
are easy and fulfilled automatically. It closely connects the “material flows” and “capital flows” of
a company, and can track and control them. Therefore it typically fits into the company’s
management model and its manufacturing and business size. Fact shows that the project achieves
success in implementation.
Oracle application system consists of 11 modules, which are inventory (INV), purchase order
(PO), material requirement plan (MRP), work in process (WIP), general ledger (GL), account
receivable (AR), bill of material (BOM), order of sales (OE), cost (COST), account payable (AP),
and fixed assets (FA)
Recently, Motorola will establish its North Asia Center in China, which will be in charge of the
business of Great China area (including China, Hongkong, Taiwan and Maucau). The center will
also become the financial control pivot of the whole North Asia area. Oracle, with its advanced
internet computing ability, will help Motorola North Asia Center fulfil its strategic adjustment of
“Accounting Factory”.
The fast development of market offers opportunities to enterprises. How to grasp the opportunities
to survive and develop in fierce competition is a common problem faced by every enterprise. The
cooperation between Motorola and Oracle in ERP system brings efficient modern information
management. Huge capital investment enjoys high return. It fully demonstrates Motorola’s
foresight and sagacity.
China Telecom
China Telecom (CTHK) is the major tele-communicator in China. Its typical character is to
operate the fast developing telecommunication in China’s fast developing economy. When such a
company considers purchasing and installing an integrated enterprise solution, many related
questions must be cared about in the process of installing and executing. These questions have
many sides. For example, in current work flows, manual operation and small software prevail, so
employers can hardly recognize computer and large application software. Data structures in
current system are not integrated, and many current systems are not run on the basis of integration.
What is more, work flows and related business programs will greatly change with changes in
places. Every question will challenge the timely and smooth implementation of the new system
acceptable to endusers.
CTHK project has been started. It is cover extensive region, and take long time. The scope of
implementation are follows:
CTHK Headquarter
The center of supporting and developing
Three units of province level headquarter
units of city and county level
modules of Oracle Financial and Supply Chain
Enable For DDS
Stages of Implementation 30 months Scheduling ( 6，6，6 ，12）
Others Join-Venture Reference Site in china
MOTOROLA
SONY
NIKE
GE
SEAGATE
EATON
JOHNSON & JOHNSON
LOGETICH
ARCO
FLOAT GLASS
BABYCARE
MAKRO
MICROTEK
PRICE WATERHOUSE COOPERS
SAITEK ELECTRONICS
APL
HYUNDAI ELECTRONIC
SUZHOU PAPYRUS PAPER
TRANE
HILTI
HITACH
KVAERNER POWER EQUIPMENT
ARHOLD SUPERMARKET
THE BANK OF EAST ASIA
4 Proposed Solution
Proposed Application
Project Scope
The proposed Oracle products for HUAWEI is as below:
Oracle SellingPoint Version (Internet Computing Architecture)
Application
====================
Oracle SellingPoint
Modules
=================
Oracle SellingPoint
Oracle SellingPoint Internet Edition
Oracle SellingPoint Developer Edition
Oracle SellingPoint is Oracle's new sales configuration solution that improves both top- and
bottom-line sales results by increasing sales effectiveness and eliminating order errors.
Oracle SellingPoint brings interactive needs assessment, product and pricing information,
configuration, quote, proposal and order submission to Oracle Order Entry from the point of
sale. Relying on a single datastore for configuration models, Oracle SellingPoint facilitates
sales configuration for all channels - field sales, inside sales, customer service and
e-commerce - significantly reducing the cost of application development, deployment and
maintenance. Enterprise data from Oracle Applications enhanced with marketing and
configuration rules allows Oracle SellingPoint to map customer's needs to the optimal
solution, turning sales opportunities into orders.
The Oracle SellingPoint Configurator family includes:
Oracle SellingPoint - the end user, run-time environment for client/s
erver or
mobile deployments.
Oracle SellingPoint Engineering Edition - advanced configuration ext
ensions
that enable validation, auto-configuration and visual outputs such as
drawings,
schematics and solid models for selling more complex products such
as
industrial equipment and networked systems.
Oracle SellingPoint Internet Edition - a server-based licensing versio
n of
Oracle SellingPoint configuration engine for deploying configuration
models
over the internet to support e-commerce.
Oracle SellingPoint Studio - the rapid development environment desi
gned to
allow business users, such as product managers, to build and mainta
in Oracle
SellingPoint applications.
Detail functionalities are shown as Appendix B- Datasheet on Oracle SellingPoint.
Appendix C- Datashe
et on Oracle SellingPoint Developer
Appendix D- Datashe
et on Oracle SellingPoint Internet
Oracle Corporation has company vision of offering the suite of products that will manage the
customer fulfillment process from initial contact to long time serviceability of the account.
Below is a high level view of the Oracle vision of the managing the customer ordering
experience.
第 2 章 Integration and Interface
Oracle SellingPoint currently supports integration with Oracle OE and through the
use of Interface Tables.
Oracle SellingPoint supports a fully functional API that gives developers full access to the
configuration system.
Order Entry Integration
Overview
SellingPoint will configure customer orders. All configured orders will be imported into Oracle
Order Entry via the OrderImport Interface. Oracle Order Entry will complete the order fulfillment
process, including order changes, deletions and cancellations to existing orders.
Oracle Order Entry is the source for all customer and pricing information used by the SellingPoint
application. Since the application runs in both tethered and untethered mode, the latter will require
data/table replication onto the platform running the SellingPoint application; since there will be no
connection to the Oracle Manufacturing Application server.
Shared Data
As briefly stated previously, it is expected that Oracle will supply the SellingPoint application
with inventory item information; item cost information; BOM model information; price lists, list
prices, and multi-level pricing information; discounts and volume discounting information,
customer information, such as Ship-to and Bill-to address information; and agreement
information.
Transactions
Oracle Order Entry will manage all sales transactions. The SellingPoint application will manage
product configuration, orders/quotes, order configuration and order pricing.
Once an order has been imported into Oracle Order Entry, the SellingPoint version of the order
will not be automatically updated if the order is modified in Oracle Order Entry. However, there
will be a mechanism to allow for a new SellingPoint order to be constructed from existing order
information in Oracle Order Entry.
User Functionality
The user will be able to import orders to Oracle Order Entry after the product and order have both
been appropriately configured. After importing, the user can complete the order administration
and fulfillment processes. These capabilities are available with both tethered and untethered
modes of operation, with the difference being one of timing.
When operating in tethered mode, the user is able to customize the on-line sharing of information
between Oracle and SellingPoint. Also, the SellingPoint application offers the Order Entry ATP
functionality as feedback information that the user can request after entering quotes/orders. This
allows the user to obtain promise ship dates for configurations based on the availability of a subset
of components identified as supply constrained.
In untethered mode operation, the user will have to actuate customer and pricing information
sharing on a user definable frequency basis. In other words, the data replication necessary to
support untethered mode operation, and the frequency of, and procedures for, updating it is to be
defined by the application developer.
Changes to custom configuration details and option quantities on sales orders after booking the
order is allowed. These include order line modifications or cancellations for a custom
configurations.
Using native SellingPoint functionality, application developers are capable of viewing previously
configured products, and of reviewing previous order configuration. As stated above, when an
existing order configuration is acceptable, it can be resubmitted, with modifications, as a new
order.
Oracle Inventory Integration
Oracle Inventory serves as the ultimate source of product and item information. Through queries
to Oracle Inventory, or by replication of some of its contents, SellingPoint will obtain any
item-specific information needed for its modeling function.
The SellingPoint model may enhance the significance of certain aspects of an item’s information.
This enhancement, however, will be for modeling purposes, and will not be reflected back into the
inventory tables.
Shared Data
Oracle Inventory supplies SellingPoint with item, item attributes, UOM and Availability to
Promise (ATP) information. ATP will be made available through the Oracle Open Inventory
interface.
Transactions
Oracle Inventory owns and performs all inventory transactions. Item reservations come from
Order Entry through internal calls to Oracle Inventory. Product issues are handled through the
Open Inventory Transactions Interface after shipment confirmation. Note that this process is done
entirely in Oracle.
User Functionality
The application developer must maintain and synchronize the data shared between Oracle
Inventory and the SellingPoint application.
In untethered mode, the export of supply related information like on-hand balances is carried on a
user-definable frequency basis which could be part of the data replication requirements discussed
briefly above.
Tethered mode operation will not require replication or export, as the data will be accessible from
the Oracle Applications directly.
Oracle SellingPoint API
ISpCIO - The Configuration Interface Object, or CIO, is the interface to the running configuration
model.
* CloseTraceFile - Closes the current trace file and stop tracing.
* Colonel - Database connection. Must be set before creating, saving, restoring or deleting.
* CreateConfiguration - Creates a new configuration instance of the specified component.
* DeleteConfiguration - Releases memory associated with the given configuration.
* DeleteEventHandler - Deletes a handler based on its handler ID.
* GetCompNode - Each runtime component and component set gets a unique runtime ID. This
method maps a runtime ID to its associated component or component set.
* OpenTraceFile - Opens a trace file of the given name. Interaction with the underlying model will
be recorded in the file.
* RegisterEventHandler - Registers your implementation of ISpCompEventHandler with the CIO
so that you can be notified of interesting events (like component creation and deletion, logical
contradictions, etc.). You get a handler ID back.
* RestoreConfiguration - Restores a configuration from the database, based on project,
configuration header ID, and revision number. Returns the restored configuration.
* SaveConfiguration - Saves the configuration into the database. The configuration header record
identified by the configuration header ID and configuration revision number, must already exist in
the database.
* TraceFileWrite - Writes a message to the trace file.
ISpCollection object is an ordered set of items that can be referred to as a unit.
* Add - Adds an item to the collection object.
* Copy - Returns a new collection object which contains a copy of all items from the original
collection object.
* Count - Returns the number of items in the collection.
* Item - Returns the item with the specified position.
* IsEmpty - Returns true if there no items in the collection object.
* Remove - Removes the item with the specified position from the collection object.
* RemoveAll - Removes all items from the collection object
* Sort - Sorts the items in the collection by the specified spec.
IspCompEventHandler: Clients of the CIO can create an object that implements this interface and
register that object with the CIO. The CIO will call the appropriate method when the given event
occurs.
* ComponentCreationEvent - Called when a new component is added to the model. If a subtree of
components are added, this method is only called for the root of the subtree.
* ComponentDeletionEvent - Called when a component subtree is deleted.
* LogicFailureEvent - Called when a logical failure occurs.
* ValidationFailureEvent - Called when a validation failure occurs.
IspCompNode: A node in the component tree. This can either be a multi-configured set of
components (that implements ISpCompSet), or a single component (that implements
ISpRuntimeComponent).
* Children - The children of the node. Each child could either be a set, or a single component.
* NodeType - Is this a single component, or a set?
* Parent - The parent of the node. This could either be a component (if the node is a set or an
instance) or a set (if the nodes is an instance).
* ParentComponent - Returns the parent component, whether or not the actual parent is a
component, or component set.
IspCompSet - A set of multi-configured components of the same type.
* ActualCount - The actual number of components in the set.
* Add - Creates a new instance in the set.
* CanAddComponent - Returns whether an additional component can be added to the set.
* CanDeleteComponent - Returns whether a component can be deleted from the set.
* CompName - The internal name.
* Delete - Deletes an instance with the given key.
* Id - The database ID.
* MaxCount - The maximum number of components allowed without having a validation failure.
* MinCount - The minimum number of components allowed without having a validation failure.
* Name - The name the user gave to the component in the development environment.
* RuntimeId - A unique runtime ID for this set
IspConfiguration - This interface represents a complete configuration.
* Cio - A reference to the CIO.
* MDAConfigObject - Additional property of the configuration to save a back reference to the
MDA configuration object.
* ProjectId - The project ID of the project that contains the description of this configuration.
* RootComponent - The root component of the configuration.
* ValidationFailures - This is the list of all validation failures.
IspLogicFailure - This object represents a failure which could be a logical contradiction.
* Component - The component through which the failure was
* FailureReasons - A collection of reasons for the failure.
* FailureType - The type of the failure.
* Id - The internal name of the item that caused the failure.
* SpLogicFailureType - The state that could not be obtained for the given item
IspRuntimeComponent - This interface describes how to communicate with a component in the
running configuration.
* BOMItemIsSatisfied - Returns true if a particular BOM item is satisfied with respect to selected
options.
* Companions - Returns a list of the functional companions hooked to this component which are
defined as -able.
* CompName - The internal name of the component.
* Configuration - A reference to the configuration to which this component belongs.
* CreationNumber - If the component belongs to a set, this property contains the order in which it
was created with respect to other components in the set. If the component does not belong to a set,
this is 0.
* ExecuteCompanion - Executes a specific functional companion's <companion_type> method().
* FeatureIsSatisfied - Returns true if a particular feature is satisfied with respect to selected
options.
* GetBOMCount - Gets the current count of a BOM item.
* GetBOMState - Gets the current state of a BOM item.
* GetInternalName - Given the developer-specified name, returns the internal name for a feature,
total, resource, that can be used in calls to SetLogicState, GetObjectCount, etc.
* GetInternalOptionName - Given the developer-specified name of a feature and one of its
options, returns the internal name for can be used in calls to SetLogicState, GetObjectCount, etc.
* GetLogicState - Gets the current state of a logical item.
* GetNumericValue - Gets the current numeric value of a total or resource.
* GetObjectCount - Gets the current count of a logical item.
* GetSelected - Gets all selected items in a logical group.
* GetTextValue - Gets the current string value of a text feature.
* IsSatisfied - Returns true if the component, and its children, are fully satisfied with respect to
specifying all required items and features.
* Key - The key used to identify the component in its parent's children collection.
* Name - The name of the component as specified by the developer.
* RuntimeId - A unique runtime ID for this component for this configuration session.
* SetBOMCount - Sets the count of a BOM item. Returns True on success, False on failure.
* SetBOMState - Sets the state of a BOM item. Returns True on success, False on failure.
* SetLogicState - Sets the state of a logic item. Returns True on success, False on failure.
* SetNumericValue - Sets the numeric value of a total or resource. Returns True on success, False
on failure.
* SetObjectCount - Sets the count of a logical item. Returns True on success, False on failure.
* SetTextValue - Sets the string value of a text feature. Returns True on success, False on failure.
* SpLogicState - The available states for a logical item.
* SpPriority - The possible priorities for a logical request.
* UndoBOMSet - Undoes the effect of a call to a state setting method (like SetBOMState).
* UndoSet - Undoes the effect of a call to a state setting method (like SetLogicState).
ISpValidationFailure - This object represents a validation failure.
* Component - The runtime component in which the failure occurred.
* ComponentRuntimeId - The runtimeID of the runtime component.
* DbId - The database ID of the item that caused the failure.
* InternalName - The LCE (logic engine) name of the item.
* Key - The key of the validation failure. Should always be unique.
Name - The name of the item as it appears in Oracle SellingPoint Studio .
第 3 章 ORACLE SellingPoint Products
Roadmap
Oracle's plan for SellingPoint has two key dimensions. First, the technology will be
integrated with all other relevant Oracle Applications Modules over the next 12 months.
This integration will be at both the data levels (no redundant data) and at the application level
(a single environment for specifying product structure, rules, pricing, etc). The second
dimension is the continual addition of enhanced configuration abstractions based on usage.
For example, pricing specific rules, package generation rules). In addition to these engine
enhancements, key process indicators will be defined to provide data mining opportunities for
Marketing and Engineering based on accumulated configuration results. This data includes
needs assessment and user requirements as well as specific product sales.
Planned Future Release Schedule
Fall 99 SellingPoint Release (includes enhanced Studio and HTML/Java CIO)
Spring 00 Apps Release 11i
Summer 00 Apps Release 11i+
Oracle Hardware and Network Recommendation
To deliver on the promise of low-cost, global deployment for enterprise applications, Oracle
Applications with the Internet Computing Architecture support the following architecture
goals:
* Centralized application software administration
* Universal access from zero-administration desktop clients
* Efficient operation on a global wide area network(WAN)
Building on Oracle Developer/2000, an internet computing compliant tool, application logic
can be installed and maintained on a middle tier of application servers. End users located
anywhere in the world can access Oracle Applications from Java-enabled desktops. These
desktops need not have any application software installed on them. Application software is
installed only on application servers resident in centralized data centre.
第 4 章 Architecture for accessing
SellingPoint application
For user type of HUAWEI's internal staffs, we have two access architecture:
1) HUAWEI staffs who are remote from HUAWEI headquarter access SellingPoint
application through access server,deployed after firewall. The traffic is transported via
PSTN/DDN network, and routed to SellingPoint application thereafter.
2) HUAWEI staffs who are locally attached to HUAWEI's intranet can access
CONFIGURATION PLATFORM application directly.
Connect style Standard Speed expense
DDN or ISDN 128K or 64K Rapid expensive
Dial to SGM Dial-up server medium medium
Internet normal low
Internal user directly access 10M Very Fast LAN
第 5 章 Hardware Sizing/Software
Requirements
Oracle SellingPoint
Mobile Enterprise Data Server
Processor: Pentium 200Mhz or equivalent
Memory: 48Mb minimum
64Mb or higher recommended
Disk Space: 40MB Free
OS: Windows 95/98, Windows NT 4
DBMS: Oracle Lite
Replication: Oracle Replication Client
Document: MS Word
Oracle8 Enterprise Edition
Network Enterprise Data Server
Processor: Pentium 200Mhz or equivalent
Memory: 48Mb minimum
64Mb or higher recommended
Disk Space: 40MB Free
OS: Windows 95/98, Windows NT 4
DBMS: Oracle Client
Document: MS Word
Oracle8 Enterprise Edition
Web Web Server
Browser:
Internet Explorer 4 or higher
Netscape 3 or higher
Application Server
Processor: Pentium II 300Mhz +
Memory: 128Mb minimum
Disk Space: 1GB or higher
OS: NT Server 4
Internet Server
Any server supporting ASP (MS IIS recommended)
Data Server
DBMS: Oracle8 Enterprise
Oracle SellingPoint Studio Development Enterprise Data Server
Processor: Pentium 200Mhz or equivalent
Memory: 64Mb minimum
96Mb or higher recommended
Disk Space 40MB Free
OS Windows 95/98, Windows NT 4
DBMS Oracle Client
Oracle8 Enterprise
6 Proposed Training and Technology Transfer
第 6 章 Oracle Education Services
The targets of Oracle Education Services:
Oracle Global Training Center is the largest IT training organization in the world.
Oracle Education and Training Center (China) is backed up by the technology of Oracle Global
Training Center, provides globally standardized courses to local customers and ensure all training
tasks of HUAWEI Configuration Platform system to go smoothly.
Oracle training department is the authoritative training organization of Oracle products and
technologies. It possesses a batch of experienced training consultants. We can ensure the training
quality of HUAWEI Configuration Platform system with confidence and our technical strength.
Oracle training department is able to provide quality education and training service, helping
customers implement project smoothly, familiarizing themselves with new business system as
soon as possible, upgrading business ability and professionalism in technology, playing an
important role in technology transfer and helping HUAWEI obtain successes and development.
Oracle will provide a set of multilevel, multiphase education and training service plan particularly
for HUAWEI. For example, in the early stage of implementation, there will be a course of general
introduction to application products; in the middle of implementation, there will courses on the
standard functions of application products; in the late of implementation, there will be courses on
database administration technology training.
We will provide courses targeted at personnel with different responsibilities. For example, for high
level managers, there is a course of general introduction to application products; for administrators
of particular business, there are courses on standard functions of application products; for
computer personnel, there are courses on database and development technology training; for end
users, there are courses on operation training.
For transfer of technology, Oracle will develop the education programs for
“Train-the-Trainer”(TTT). The TTT programs will enable HUAWEI’s key users to deliver the
end-users training in other sites roll-out. In addition, Oracle can provide services to prepare
key-users and end-user training manual during the implementation.
Objective of Training
Oracle China can offer training plan tailored to HUAWEI.
The training plan, including the courses of Oracle Database Administrator, Oracle Application
Administrator, Oracle Application Developer, Oracle System Designer, OLAP Administrator,
Data Warehousing Administrator, and Oracle Applications, is the successful key factor of
Configuration Platform implementation. In addition to proper training, the background of
trainees is also play key parts. With the confidence that comes from learning by doing,
HUAWEI’s people will return to their jobs ready to perform effectively, alone and as part of a
team.
As Oracle, we believe that education provides a key which unlocks one of the major barriers to
effective use of information technology. Skills and expertise are essential, in order to make
proper use of new technologies available. Oracle are committed to helping HUAWEI ensure the
successful implementation of new technologies for Configuration Platform project.
Benefits of Oracle Training
Enhance application hands-on experiences and in-depth business knowledge for HUAWEI’s
Configuration Platform staff
Streamline design and development, as well as flatten your learning curve
Effective assessment of lowering implementation risks
Highlight the effectiveness of Oracle products
Improve implementation quality of Configuration Platform project
Increase staff retention
Provide continuous supports during implementing Configuration Platform project
Training Type
On-Site Training
On-site training is the most cost-effective way for HUAWEI Configuration Platform. Oracle
education can deliver training nearby the headquarters of HUAWEI by centralizing all
Configuration Platform project members of pilot sites simultaneously. Moreover, Oracle can
send instructors to each pilot sites for training if the training infrastructure of HUAWEI are
available. This allows us to develop a curriculum that reflects HUAWEI’s dynamic business
processes, selecting content to address the different perspectives of project team members, ex:
using actual data from HUAWEI for workshop examples.
In-House Training
While training at the classroom of Oracle China education center offers conveniences of location
and economies of scale to ensures that HUAWEI is well prepared for each phase of Oracle
Applications implementation process.
Overseas Training
In order for you to keep up with the most updated technology, we will send you abroad so that you
will understand the most advanced technologies and applications when receiving training. At the
same time we will arrange visits for you, which include trips to Oracle’s headquarter or meeting
with foreign customers to exchange experience.
Note: To attend overseas training, there should be at least 6 persons per class. If the trainees are
less than 6, they can join the overseas training team, which is organized by Oracle training
department. Lectures of all overseas training programs will be given in Chinese.
Training via Media
Training via media will enable you to learn what you need in Oracle and relevant technical and
product information at your own convenience. It is closely related to our classroom training.
Before attending class, you could master certain technical information of Oracle by self-education
via media. It will help your classroom training a lot in that you will learn Oracle’s technology
more quickly. After classroom training, you still can consolidate what has been learned by
self-education via media. Training via media will turn your computer into an online teacher! With
the interactive program, emulation scheme and reference materials, you can control the time and
mode of study.
Tutor Training
Oracle Tutor integrates work flows and Oracle application products training materials. Through
the connection between the information contained in the base and different job responsibilities,
Tutor can help end users grasp how to use Oracle application products independently in their jobs
as well as the training on characteristics and functions of Oracle application products. In other
words, Tutor can arrange training in compliance with work flows and job responsibilities, and
employers in the company can learn the related functions of application programs according to the
requirements of practice. Oracle tutor is an efficient way and tool for technical transfer.
Education Organization in Oracle China
Oracle China operates education centers in Beijing and Shanghai. To ensure the success of
HUAWEI Configuration Platform, Oracle China provide rich-experienced instructors with both
technical background and working knowledge of the specific Oracle products, as well as course
materials.
Oracle China Education developed an array of training methods to meet the needs of HUAWEI’s
various audience, such as on-site training, Oracle classroom training, workshop training and
overseas training. In addition to the instructor-led training, media-based training can also be
accessible to a wider audience than HUAWEI might be able to send to class.
第 7 章 Training Draft
This plan is particularly designed for HUAWEI in the purpose of establishing a systematic and
efficient training scheme, and strictly checking training quality. Personnel will be trained on the
basis of responsibilities and phases, so that they may be cultivated into the backbones in HUAWEI
in the field of Oracle technology. Finally they should become experts in Oracle and consultants
within HUAWEI’s Configuration Platform system for Oracle technology and training.
Flexible way of thinking and wide-range of background knowledge taught.
Business requirements and product performance organically connected together.
Maximum return on investment obtained through most efficient training scheme.
Training scheme worked out in a most acceptable way on the basis of different roles and
phases.
Teachers in the Training Program
A team of high quality, experienced professional training teachers work for Oracle in China. They
all possess more than 2 years’ training experience and several years’ experience in ERP projects. 9
of them come from Beijing, and 2 from Shanghai. Furthermore, Oracle will appoint some foreign
experts to train and instruct. They will bring with them advanced technology and management
skills.
Method of Training
Training scheme formulated on the basis of trainees’ responsibilities
Oracle has formulated for HUAWEI a training scheme based on different responsibilities taken by
trainees. It aims to make people with different work tasks enjoy different training programs.
Therefore, customers can choose proper schemes according to their own work requirements. Such
a method for training could serve everyday work most efficiently and directly.
Training on the basis of phases
Oracle, at the same time, divides for HUAWEI the provided training programs into different
phases. Training programs will be tailored to customers’ conditions and demands. Therefore,
customers will master well what has been learned before attending more advanced lectures.
Trainees’ Responsibilities and Training Scheme
Trainees’ Responsibilities
Heads of the company
Understand and formulate project’s strategic objectives
Learn and master the functions of decision support system
Promote reforms on business plans and control methods executed on the management level, and
guide the work of mid-level cadres
Mid-level cadres
Learn and master the functions of information analysis and decision support system
Understand the requirements and flows of the company’s business
Grasp the functions and characteristics of related application modules
Configuration Platform system implementation team
Understand the requirements and flows of the company’s business
Grasp the business handling processes of Oracle’s application systems
Grasp the functions and characteristics of every Configuration Platform application modules
Understand Oracle’s project management
Understand how to solve common problems
Guide business backbones and operators to perform their jobs
Business key person
Understand the requirements and flows of the company’s business
Understand and master the functions and characteristics of related Oracle’s application modules
Guide operators to perform their jobs
Operators
Efficiently and adroitly use the related functions of Oracle Configuration Platform system
Database administrator
Grasp how to obtain and operate data
Grasp how to establish and maintain database
Grasp how to open and close database
Grasp how to backup and restore data
Grasp how to monitor and debug data
Assure the integrity of data
System administrator and developer
Become end users’ first source of support
Assure the system to run safely
Solve technical problems
Adroitly use Oracle products in developing applications
Training Plan
Heads of the company
Receive training abroad, visit our foreign customers for experience, or receive advice or
instruction from foreign experts appointed by Oracle
Training program: Introduction to Oracle Configuration Platform and its management idea
Mid-level cadres
Receive training abroad, visit our foreign customers for experience, or receive advice or
instruction from foreign experts appointed by Oracle
Training program: Introduction to Oracle Configuration Platform and its management idea.
Participate lectures on modules related to their job responsibilities
Configuration Platform system implementation team
Configuration Platform implementation team is the first batch of experts fulfilling technology
transfer. They need to participate most of the training on application system, as well as training via
media.
Training program: Introduction to Oracle Configuration Platform, system management.
Business key person
In practical operation, business backbones are the key forces on different posts in HUAWEI. They
shall participate the training on related application system, as well as training via media.
Training program: Introduction to Oracle Configuration Platform, system management.
Operators
Operators are the basic users of Oracle Configuration Platform system. They can receive training
via media under the guidance of Shenzhen HUAWEI Configuration Platform implementation
team and business backbones.
Training program: Introduction to Oracle Configuration Platform, system management.
Database administrator
Database administrators maintain and use Oracle Configuration Platform system from the
viewpoint of database. They shall participate training on database knowledge and skill, as well as
training via media.
Training program: Lectures on database and network, such as how to use Oracle SQL and PL/SQL,
Oracle database management, Oracle database backup and restore, introduction to Oracle
application products, and introduction to Configuration Platform system such as system
management
System administrator and developers
As the first source of help and application developers for Configuration Platform, system
administrators and developers shall attend training on database and tool products, as well as
training via media.
Training program: Lectures on database and network, such as how to use Oracle SQL and PL/SQL,
Oracle database management, Oracle database backup and restore, lectures on OLAP series and
tool products such as Developer 2000/Reports, and introduction to Oracle application products,
system management and introduction to Configuration Platform system.
Technology Transfer
HUAWEI Configuration Platform is not only to build up a new Configuration Platform system but
also a transition process of Oracle technology and know-how. HUAWEI can gain Oracle the most
update technology, industry know-how and implementation experiences throughout the system
development and application implementation process. By working closely with HUAWEI’s staff,
Oracle is able not only to execute an project, but to also facilitate the process such that the
HUAWEI’s staff are able to learn and adopt new skills and approaches for future system
maintenance and development.
The ways of technology transfer:
Training
Project implementation
On-site supports
The contents of skills transfer:
Oracle know-how in Configuration Platform
Oracle global-view Configuration Platform concepts and experiences embedded in products
Oracle Application Implementation Methodology (AIM)
Oracle Database core technology
Oracle Development tools core technology
Training Schedule
WHAT -
TRAINING COURSES
WHEN WHO -
AUDIENCE
DAYS
Introduction to Oracle: SQL and
PL/SQL Using Procedure Builder
Before
implementation
5 days
Oracle Database Administration 5 days
Developer 2000/Reports
HUAWEI’s DBA and
some implementation
staff
4 days
Introduction to Oracle
SellingPoint
4 day
Oracle Sellingpoint developer
Before and during
implementation
HUAWEI’s
implementation staff and
key business persons
5 days
Oracle Sellingpoint Internet
Edition
2 days
Oracle8 Backup and Recovery
Workshop
Latest phase of
implementation
HUAWEI’s DBA 3 days
End-User Operation Latest phase of
implementation
HUAWEI end-users 5 days
Summing-up of Training Plan
Through various kinds of training on Oracle Configuration Platform system, Oracle finally fulfills
technique transfer in an efficient way, helps personnel of different hierarchies in HUAWEI
understand and master relevant knowledge and technique, introduces advanced management into
HUAWEI and assists HUAWEI to establish a team of capable Configuration Platform project
experts and business backbones.
7. Proposed Support and Maintenance Program
Objective of Support and Maintenance
According to HUAWEI Configuration Platform System and business requirement, in this
proposal Oracle briefly introduces the responsibilities and running of its technical support
department and describes solutions to various factors listed in the maintenance and support of
project implementation and operation.
Oracle aims to ensure HUAWEI Configuration Platform System to be smoothly implemented
through the service and technical support it provides.
Oracle aims to help HUAWEI cultivate a batch of system maintenance personnel into the
system administrators of HUAWEI Configuration Platform System.
Oracle aims to help HUAWEI system administrators reasonably arrange system resources to
optimize system operation through the service and technical support it provides.
Oracle aims to shorten system paralysis in HUAWEI due to problems through its timely service
and technical support.
Process of Oracle Support
The proposed support and maintenance program for HUAWEI are followings：
1. Implementation Phase
Urgent Issues: As urgent issues encountered, the HUAWEI Configuration Platform project
support team is responsible for problem diagnosis and identification. If it is hardware or network
issue, support team will contact the hardware or network provider to solve it. If it is software issue,
Oracle China support team or Oracle worldwide support centers will provide HUAWEI with
solutions on site or by telephone.
Normal Maintenance: Oracle support consultant will be responsible for system administration
during HUAWEI Configuration Platform implementation.
2. Production Phase
Urgent Issues: As urgent issues encountered, the HUAWEI’s Configuration Platform staff can try
to find and solve problems first. If they can’t resolve it, HUAWEI Configuration Platform support
tram will take over for problem diagnosis and identification. If it is hardware or network issue,
support team will contact the hardware or network provider to solve it. If it is software issue,
Oracle China support team or Oracle worldwide support centers will provide HUAWEI with
prompt solutions on-site or by telephone.
Normal Maintenance: Oracle support team will provide the procedures for daily maintenance after
HUAWEI Configuration Platform go-live. HUAWEI’s system administrators are responsible for
routine system maintenance ( ex: daily back-up) in accordance with Oracle suggestion. In
addition, Oracle support hot-line or consultants will assist to solve issues if HUAWEI got any
problems for Oracle products.
Release Updates: Oracle will provide product version updates, maintenance releases and patches.
Moreover, Oracle Support can provide assistance for extended maintenance and upgrade if
HUAWEI needed.
Technical Support
Oracle is not only responsible for pilot sites of HUAWEI’s Configuration Platform, but also
provide supports for rolling out it to other sites within HUAWEI group. Oracle technology support
will cover the HUAWEI Configuration Platform pilot project and roll-out sites. Oracle support
services is described as below:
Experimental Phase:
Train HUAWEI’s staff by on-site support.
Assist HUAWEI’s staff to build up technology support resources database by collecting problem
log and related solutions for further references and application by all HUAWEI sites.
Assist HUAWEI to establish its supporting network to provide the effective and efficient services
among your business group.
Assist HUAWEI to set up internal channel for experience sharing, . technology seminar and
newsletter.
Access to a vast repository of technical and related Oracle information, including technical tips,
new product release schedules, and software product usage, to enhance technical ability of
HUAWEI Configuration Platform personnel to meet HUAWEI ongoing business requirements.
Spread Phase:
Requests by HUAWEI.
Organization of Oracle Worldwide Customer Support
(WWCS)
Support - Follow the Sun
Oracle Support provides several electronic options that offer up-to-data information, 24 hours a
day, and the services provided for HUAWEI is as below:
HUAWEI’s staff can place a call to Oracle hot-line supports for their questions, including
application, database, and tools, whenever on demand during implementation or production.
Oracle can offer comprehensive on-site services or direct access to HUAWEI Configuration
Platform server by modem to resolve problems for either pre-planned or emergency activities.
Oracle global support centers provide continuous time zone coverage, following the sun around
the world. They are located in Redwood Shores, California; Bracknell, England; and Melbourne,
Australia. The global centers also provide infrastructure support for more than 90 local support
centers in Colorado Springs, Colorado and Orlando, Florida, which have extended support
capabilities - operating in countries where Oracle does business. Such kind services can ensure
the highest possible availability for HUAWEI Configuration Platform to get a rapid, effective
response and a complete solution.
As HUAWEI business grows, Oracle Support can protect its initial investment in Oracle software
(including application, database, development tools products) with extended services as
following: New version upgrade; Maintenance releases and patches; Performance tuning.
Australia
Melbourne
110 staff
England
Bracknell - 140 staff
Florida, USA
California
Colorado, USA
Orlando- 125 staff
Redwood Shores
400 staff
Europe/EMEA 16:00 - 23:00
USA 23:00 - 06:00
Asia Pacific 06:00 - 16:00
Overview of Oracle China’s Software Support
Oracle's Software Support Services are currently amongst the most comprehensive available in the
software industry. There are a number of different levels of services available enabling you to
choose the service or services best suited to your needs.
Oracle Corporation has developed a support network that extends from existing Super centers in
Redwood Shores, California USA, to Bracknell UK, through the Super center established in
Melbourne Australia, to the local Support Center in China. Having such an extensive network of
highly skilled Oracle technical people combined with a network of high technology tools enables
us to help you achieve the most productive use of Oracle's products.
Our China Support Center provides telephone assistance on Oracle products via a team of
dedicated Technical Analysts who have extensive knowledge and experience of both Oracle
products and industry operating environments. The Support Center also manages and
administers our Software Update Services, and the editing and distribution of various technical
publications like the Support Newsletter.
Our Technical Analysts are available on-site assistance if necessary; for example, during the initial
installation of new Oracle products, the installation of upgrades or patches and to gather additional
information required for the resolution of a problem where the usual telephone interface has been
unsuccessful.
At present full-time technicians that provide support to Configuration Platform solution in
Oracle China Support Center are distributed as follows:
Worldwide Support Infrastructure
Global Inf rastructureGlobal Inf rastructure
Asia Pacif ic
Supercenter
Americas
Supercenter
Europe/M E/A
Supercenter
Austral ia Redwood
Shores
Orlando
UK
CUSTOM ERCUSTOM ER
Local SupportLocal Support
Subs/DistributorsSubs/Distributors
Voice Electronic
Oracle DevelopmentOracle Development
Colorado
Springs
Beijing 24; Shanghai, 10; Guangzhou 5; Chengdu: 3. These experts possess more than three year’s
experience in technical support.
Installation Assistance
Each Oracle software product is accompanied by the relevant Installation and User’s Guide.
Installation procedure is either menu driven or command driven. With the help of the Installation
Guide, you will be able to install the products.
The installation of Oracle software product, software updates or patches is the responsibility of the
Customer. Should you need an Oracle Technical Analyst to assist in a first time installation, we
shall be pleased to discuss the arrangement with you. However it is mandatory that you assign
your technical contact to participate in the installation activities and become familiar with the
installation procedure.
If you need our assistance to re-install Oracle software due to reasons not caused by Oracle, our
Technical Analyst may provide such services at a rate which our Customer Service Manager shall
discuss with you on a case by case basis.
Support Registration
Our Support Hotline is restricted to privileged Customers like you. We would like to provide
quality support to you.
We therefore would like you to help us by registering you and your staff who will need to make
use of our Support Hotline. Please complete a Support Registration Form (a copy is included in
Appendix A) and fax or send back to us for registration.
We would appreciate it if you could also use the Support Registration Form to inform us of any of
your staff changes as soon as it happens.
Upon receipt of your Support Registration Form, we will record the registration so as to provide
you quality service.
Other Oracle Services
In addition to the support services detailed in this guide, Oracle has a range of other services that
are available to our customers to assist in the effective and productive implementation of their
Oracle products. These additional services include:
Consulting Services
If you require assistance with enterprise modeling, database design, application development and
implementation, as well as performance tuning and systems maintenance, then these special
consulting services may be purchased from our Consulting Services Group.
Education Services
At Oracle, we recognize that training is critical to your effective use of our products. So we
provide a comprehensive education program developed by an international team of experts. As
Oracle's product range is extensive, so is our range of courses. We offer classes tailored to your
user's various experience levels and job functions - from the casual user with no previous
experience to highly technical Application Developers, System Designers and Database
Administrators. Systems Analysts and Project Managers are also catered for with a number of
specialized courses.
In addition to our schedule of public training courses, it is always possible to arrange for
additional courses to be run solely for your company, either at your premises or at our Education
Center. These specially scheduled courses can have the same content as standard courses or they
may be tailored or completely designed to meet your specific needs.
What to do if you need assistance with Oracle product
The Support Center will be most able to provide you with assistance if you are using the most
current versions of your Oracle products and if you take some time to prepare the information we
will need to assist you.
We recommend that you maintain your software at currently supported release levels and we
strongly recommend that you always maintain regular back-ups of critical files, data and
programs.
Preparation required
Whenever you have a problem or a question, your first step should be to consult the appropriate
documentation: the Oracle Error Messages and Code Manuals, the Oracle Installation and User
Guide, product manuals and product release notes or system release bulletins, as well as any
relevant operating system documentation.
If you cannot resolve your problem and find it necessary to call the Support Center, then carefully
record the symptoms and the circumstances under which the problem appears.
Our Support Hotline is manned by Technical Analysts throughout normal office hours .
- . from Monday to Friday. If there is any need to extend the service hours, please call
Support Manager or Sales Representatives. We should be able to arrange it at an additional charge.
Incoming telephone calls are received by the Technical Analyst on Support Hotline duty, who will
note your Company Name, the Oracle product you are using, your full name and contact telephone
number.
The Technical Analyst you speak to will then retrieve all the details about the Oracle license for
which you are seeking assistance. Your call will be entered into our Customer Support System as a
Tar (Technical assistance request) and we will begin to resolve your Tar with you.
In the event that your Tar cannot be resolved on-line, the Technical Analyst will give you a Tar
Number as reference, and will indicate to you the anticipated call-back date/time.
If your call is a follow-up of an existing Tar, please quote the Tar Number and the person to whom
you wish to speak, and your call will be transferred.
CSI Number
In order to ensure that the Tars are logged and followed up correctly in our Tar tracking system,
we need to uniquely identify your site and licenses. We use CSI (Customer support identification)
number for identifying our valuable customers and log correct license details. We also use this
global CSI numbers to route the Tars to our super centers if you have signed for Oracle SIVER
support. CSI number will be provided to customers who are on maintenance with us.
When you call our support hotline, you will be asked/prompted for CSI number. Providing
correct CSI number will ensure that our support consultant enter the license details without
repeating questions to you every time you call the hotline.
With CSI numbers we will be able to transfer the Tars from local support center in China to our
global super centers in our support network easily.
The CSI number will be a 10 digit number which is structured as follows:
The first 7 digits would be unique for your company and license.
The last 3 digits is fixed, which is 390 for all Oracle customers in China.
While keying-in the CSI number, it would be sufficient for you to key-in only the first 7 digits.
Tar Severity
When you first place a Tar with the Support Center, the Technical Analyst will gather and record
all the relevant information about your query, and will establish a severity for your Tar. All Tars
are assigned a severity level (from 1 to 4) which is agreed upon by the Technical Analyst and the
Customer according to the impact on your business and is based on the following guidelines:
Severity 1 - Critical Business Impact
The customer’s work, regardless of the environment of product usage, has complete loss of service
or resources and work cannot reasonably continue. For example, production system can not
continue because database corrupted.
Severity 2 - Serious Business Impact
The customer’s work, regardless of the environment or product usage, has significant or degraded
loss of service or resources. For example, some tables has been corrupted that causes important
business can not function properly.
Severity 3 - Minor Business Impact
The customer’s work, regardless of the environment or product usage, has minor loss of services
or resources.
Severity 4 - No Business Impact
The customer is in full working mode; there is no work being impeded at the time. Information
is requested or reported. For example, query product information.
Although we would prefer to treat all Tars with equal (high) priority, the reality is that some Tars
are extremely urgent and require assistance quickly, whilst other Tars are information related and
the caller is not usually inconvenienced if the resolution takes longer. By determining the
severity of a Tar, we can ensure that critical Tars gain our immediate attention and resources, thus
ensuring that the impact upon our Customer's use of the Oracle product is minimized. It is
therefore very important when you log a Tar, that you know and agree with the severity that has
been allocated to your Tar.
In order to log a high severity Tar, you must ensure that you will be available to work with us
uninterrupted until the problem is resolved. This will ensure that your Tar can be resolved in the
shortest possible time. Please ensure that you confirm that we have the correct contact details
when logging the Tar.
Real-Time Resolution
It is our goal to resolve as many Tars as possible in real-time. This means that we endeavor
to resolve your technical assistance request during your initial telephone call to the Support Center.
During this real-time process, the severity of the Tar is not as relevant. However, if the nature of
the Tar is such that we cannot resolve it in real-time and further testing, research or consideration
is required, then allocating an appropriate severity is important.
Resolution Times
For those Tars that are not resolved in real-time, we aim to provide you with a resolution to your
Tar within the following targets:
Severity 1 within 12 hours, we will continue to work around the clock with you to resolve the
Tar, as long as useful progress is being made.
Severity 2 within 3 working days
Severity 3 within 5 working days
Severity 4 within 10 working days
In this case, resolution means that we have closed the Tar to your (the Customer's) satisfaction or
we have provided a mutually acceptable workaround. These resolution times are targets that we
aim to exceed, and are included here to give you an understanding of what to expect.
Supplying Software Patches
Sometimes the resolution of your Tar will identify a software defect (bug) and a patch will be
required to correct this defect.
If your Tar was classified as Severity 1, and our resolution analysis has identified a new defect,
then we may provide what we refer to as an "emergency patch". An emergency patch is one that
has been developed as quickly as possible and has therefore undergone minimal testing.
Typically, we are able to provide emergency patches within 24 hours of providing a reproducible
test case to the appropriate development group. Since this patch has not gone through our
standard Quality Assurance and Integration process (which can take two to three weeks), we
strongly recommend that you apply the patch to a test system to confirm that it corrects the
reported defect, and that it does not generate any other defects, before applying the patch to the
production system.
Closing Tars
A customer's Tar is considered closed only when we - that is, the Customer and Oracle - agree that
a suitable answer, response, solution or workaround has been provided. If for any reason, you are
not satisfied to close your Tar, you may request the Technical Analyst to continue working on the
Tar. When you agree to close a Tar, we will retain the Tar in its entirety on our system with the
appropriate closed status. Since all closed Tars are available to us on-line, it is very easy for us to
refer back to a closed Tar if you should report a similar problem in the future. It would be very
helpful therefore if you could keep a careful record of your logged Tars.
We will mail all the closed Tar reports and also a summary report of all open and closed Tars on
the requests of customers.
Within the Support Center, we classify two stages of partially closed Tars, and you may hear these
terms and be unsure as to what we mean. You may, for example, be advised that your Tar is
de-activated and this simply means that we have suggested a solution that we believe is correct
and will resolve your query, but we will not fully close the Tar until you have confirmed our
suggestion and you have agreed that the Tar can now be closed.
We will then expect you to confirm that the suggested solution has been successful. If the query
has been resolved, or the defect has not recurred, the Technical Analyst will request to close the
Tar.
The other term you may hear is bugged and this means that we have been able to identify or log a
software defect. Once a patch has been shipped to you, we will then de-activate the Tar until you
confirm that the patch accurately corrects the reported software defect. If the patch is successful,
your Tar will then be closed, and if the patch is not successful, we will change the status of the Tar
and continue the resolution process.
If a software defect is found to be fixed in a future release, the analyst will request to close the Tar
and supply you with a Product Change Request (PCR) number. This number is your record of a
commitment to fix a software defect.
Escalation of a Tar
What can you do if we fail to meet these targets, or you feel that we are not providing quality
service on a Tar ?
All you need to do is escalate the Tar. This customer driven escalation enables you to call
immediate Oracle management attention to your problem.
You may use these escalation procedures when we fail to resolve your problem as stated. We
intend to keep you well informed of our progress throughout the resolution process.
The Customer Support Manager will be automatically notified and kept informed of the progress
of any escalated Tars. Similarly, you may initiate this escalation process by calling the Customer
Support Manager and highlighting the impact that the unresolved Tar is having upon your
business or project.
The following procedures exist for special situations requiring more direct and immediate
involvement from Oracle Management and should be reserved specifically for those
occasions.
The levels of escalation are :
Branch Technical Supervisor Escalation Special Attention
Hotline Manager Escalation Serious
Service Director / Managing Director Escalation Critical
Branch Technical Supervisor Escalation
You may initiate a Branch Technical Supervisor Escalation when you find that your problem is
not resolved within the guidelines. Call the Support Center and ask to speak to the Branch
Technical Supervisor, and initiate a Branch Technical Supervisor Escalation. The Branch
Technical Supervisor then takes responsibility for the resolution of the Tar until it is resolved and
keeps you notified of its progress on an agreed basis.
Hotline Manager Escalation
You may initiate a Hotline Manager (Serious) Escalation when you encounter one of the following
situations:
1) Multiple problems which are seriously impairing your business operation
2) Dissatisfaction with our Branch Technical Supervisor Escalation process.
Simply telephone the Oracle support hotline and request to speak to the Customer Service
Manager. The Customer Service Manager will then take responsibility for the resolution of the
Tar, and will keep you notified of progress on an agreed basis.
Service Director / Managing Director Escalation
You may initiate a Service Director / Managing Director (Critical) Escalation only in the most
extreme circumstances. You may initiate a Service Director / Managing Director Escalation if
you perceive that our business relationship is deteriorating due to persistent problems with our
products or services, and previous levels of escalation have failed to remedy the situation.
You may telephone the Oracle office and request to speak to the Service Director or Managing
Director. The Service Director or Managing Director will then take responsibility for the
resolution of the Tar and will ensure that a suitable action plan is developed and communicated to
you and that you are kept appraised of the progress on a regular basis until it is resolved.
Supported Versions
Supported versions are limited to the most current production version and the most recently
superseded production version for a maximum of (18) months.
Support is provided only for the most current maintenance release level of the currently supported
production versions of our software.
By supported we mean that we will provide patches for any severity 1 and 2 bugs that are
reported during the supported period. However, once we have designated a product as no
longer supported, we will continue to assist you with the effective use of that product, but if
you encounter any problems with the product usage, we may require you to upgrade to the
currently supported release before we can provide you with any bug fixes.
Software Support Services
Oracle China's Software Support Services are currently available in different levels. These
different levels have been developed to meet the varying needs of our customers. The following
information is intended to define the scope of each service and should enable you to select the
service or services that best suit your needs.
Oracle China’s most common level of support - called Bronze Support (Standard Support) -
provides a comprehensive array of services and includes telephone assistance during normal
business hours. This service is available for all of Oracle’s current software products.
The second level of support - called Silver support (7x24 Support) - is designed for those
customers who needs support beyond the normal office hours support. This would typically be for
business critical applications where down time of the application would be severely impact the
organization. The support will be provided around the clock (24 x 7) for 7 days in a week.
Bronze Support (Standard Support)
Oracle Bronze customers receive telephone technical assistance during working days between
. and . To stay current on our latest program updates Bronze customers can
request a product update whenever it becomes available. Notification on general maintenance
releases and Updates to our comprehensive product documentation will be indicated either
directly to you or in our quarterly newsletter. Bronze customers apart from calling our support
hotline, can access us through Email or Fax.
Oracle Bronze customers will receive our quarterly Support Newsletter, which contains
information on new products and support features. The subscription is automatic with your
purchase of Oracle Bronze support.
Oracle Bronze customers will also receive a subscription to Support Notes, Oracle’s quarterly
electronic support information library. Support Notes is delivered on a CD-ROM (ISO 9660
format) and is based on Oracle Book technology. It runs in the Windows environment and on
Sun workstations, although its content is not platform dependent. Each issue of Support Notes will
include:
- Technical bulletins
- Support News newsletter
- The Oracle Problem/Fix Database
- Product availability information
- Error messages and coded associated with a wide variety of Oracle products
In case you are not already an Oracle Book user, the CD will also contain a run-time copy of this
software so you can read your Support Notes.
OracleMetalink is a powerful, web-based electronic support service, which is provided at no
charge to existing Oracle metals customers .OracleMetalink offers 24-hours-a-day,365-day-a-year
access to Oracle analysts and repositories of technical information, including troubleshooting
systems, problem-tracking systems, shipping systems, technical libraries, and more.
OracleMetalink gives you access to:
-Hot Topics
-Installation Assistance Area
-Technical Support Knowledge Base
-Product Reference Area
-Technical Forum
Silver Support (7x24 Support)
In addition to the services provided under Oracle Bronze support, Oracle Silver support customers
will receive around-the-clock, seven-day-a-week telephone technical assistance. Whenever you
need to, dial our hotline number and you will be connected to either our local support center or to
one of our Worldwide super centers depending on the time of your call. If your call is routing to
Worldwide super centers, the services will be provided via English-speaking Technical Support
Analyst.
Modem Access - Remote support
If you have Bronze or Silver Support and want to take advantage of our Remote Support option,
you must have a modem available to our Technical Support Analyst to dial into your machine, if
necessary.
We will only access your system with your approval and knowledge. We appreciate the need to
maintain absolute security of your system and integrity of your data. We will ensure that our
actions don’t compromise or infringe on your security requirements.
In order to protect both parties, we recommend that you maintain an account specifically for the
use of Oracle Support. The account should be password protected. We prefer that the password is
issued for each specific issue and reset when no longer required. You may be asked to provide us
the dial-in information whenever we need to access your system.
Documentation Update Service
As new version of manuals and other documentation become available, they will be automatically
shipped to the appropriate customers. This will ensure that you have access to the latest
documentation as well as the latest software.
Generally, major changes to manuals only occur when there is a new version of the software
released, for example V7 to V8. However, between version releases there may be minor changes
to existing manuals and these will be forwarded to you as they become available. These minor
changes to manuals do not necessarily coincide with maintenance releases and hence, when you
receive a maintenance release update, do not be concerned if you do not receive any new manuals.
Maintenance Renewals
Oracle Software maintenance contracts are for twelve month's duration and are payable in advance.
Around 60 days prior to the renewal date of your current maintenance agreement, you will receive
a renewal letter about the maintenance renewal. You need to sign and return the letter to us before
the due date of the maintenance contract. You will then receive an invoice for the next twelve
months maintenance, prior to the expire date of the current agreement.
If during the current agreement you have added new products or upgraded some of your existing
products, we can adjust the renewal dates of all of your agreements to coincide at a particular date,
if you require.
If you do not have a current maintenance agreement for an Oracle product, and you would like to
obtain the latest release of that product, or you would like to resume maintenance, then you are
required to pay for same level of Software Support for the non-maintenance period. The new
Software Maintenance Agreement can then commence and you will then begin to receive the
Oracle Upgrades. For details, please contact Oracle Service Sales Representatives or Customer
Service Department.
Support Newsletter
Support Newsletter is a quarterly publication from Oracle China Customer Service Department
that contains a number of technical articles, extracts from Technical Alert Bulletins, tips, questions
and answers and news on Oracle Support. Most of the technical articles are written by Oracle
Development and Support Specialists and contains information that we believe is of value to our
customers.
Software Media Warranty
Oracle warrants that CD-ROM, tapes, diskettes, cartridges or other media will be free of defects in
materials or workmanship during normal use for ninety (90) days from the date of shipment. If
you receive media that is faulty, please telephone the Support Center and we will arrange for the
faulty media to be replaced.
Site-Specific Modifications
In general, Oracle software support only covers Oracle products in their standard (that is,
unmodified) form. The only software that is available to the Support Center against which
problem can be tested and reproduced and the only software that the Oracle developers can correct
faults in, is the standard software as it is shipped from Oracle.
Where Oracle Applications software has been modified either by the customer or by Oracle staff
or a third party, to include site-specific modifications, Oracle software support is limited to
correcting problems that occur in the unmodified code or module that can be shown to also exist in
the standard Oracle module. This means if Oracle support, during the process of solving a
customer reported problem, suspects that the problem is located in a modified module, then either
the customer will be requested to replace that module with the standard Oracle module to
determine if the problem persists, or an attempt will be made to reproduce the problem on an
equivalent environment at Oracle. If this process demonstrates that the problem is unique to the
modified module, the customer will be advised by Oracle to contact the originator of the
modification to effect a fix. If the originator of the modifications is Oracle Professional Services,
the Support Center will liaise with the appropriate consultant to contact the customer and
implement the necessary changes. Oracle will continue to advise the customer to assist in the
resolution of the problem; however, this advice will be naturally limited to our knowledge of the
standard product. Although we will make every effort to resolve the problem, we cannot
guarantee a solution for modified Oracle software.
It is important that our customers understand this exclusion and that the customer accepts
responsibility for the modified code or modules, even if Oracle staff developed the modification.
It is also important that the customer understands that we will support all other unmodified
Oracle code, and that we will not ignore the modified modules, but will, within the limitations of
our knowledge of the modifications, assist the customer to resolve the problem.
8 Quotation
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