Oracle
Dear Customer,
Oracle Hospitality would like to inform our valued customers of an upcoming change to our authorized sales and support coverage capabilities in China, effective June 1, 2020.

It is with sincere regret that we wish to advise you that despite our efforts, Beijing Shiji Information Technology (“Shiji”) has declined our proposal for a transitional contract extension period that we believe would offer the most seamless transition for our customers. Effective June 1, 2020, all sales of Oracle Hotel and Food & Beverage software, hardware and Cloud Services in China shall occur through one of our other authorized China resellers, Hangzhou GreenCloud Software Co Ltd (“GreenCloud”) or Ai Wei Information Technology (Shanghai) Co. Ltd (“Hospitality and Retail Systems China”).
What Does This Mean for Customers?
• Customers are suggested to continue to deploy and use their procured Oracle products and services with the confidence that Oracle is fully committed to supporting the legitimately distributed and/or licensed Oracle products and services following the aforementioned expiration of Oracle-Shiji distribution agreements.

• As of June 1, 2020, our solutions will no longer be available for purchase or renewal of license and/or support contracts from Shiji. As we approach June 1, 2020, our plan is to offer choices for our customers. Customers may purchase Oracle Hospitality Property Management and Point of Sale solutions from one of our other authorized resellers in China, namely Hangzhou GreenCloud Software Co Ltd (“GreenCloud”) or Ai Wei Information Technology (Shanghai) Co. Ltd (“HRS”).

• We encourage customers with new openings scheduled from June 1, 2020 onward to work with one of Oracle’s authorized resellers. However, if you do have a signed contract with Shiji for an opening between June 1, 2020 and August 30, 2020, in order to facilitate the transition for you, Shiji may place your order for Oracle license and/or support with Oracle provided such an order is received by Oracle no later than May 15, 2020 and is booked or on or before May 31, 2020.

• Customers with valid support contracts renewed and reported to Oracle by Shiji prior to May 31, 2020 will continue to be supported by Shiji for the duration of these contracts, with full support to Shiji from Oracle. At next renewal, these customers will need to select an Oracle authorized support provider for the ordering and delivery of their support. More information regarding support from an Oracle authorized support provider or Oracle will be communicated to customers within ninety (90) days prior to their support contract renewal date.

• We fully appreciate the importance of the China localizations and fiscal solutions that our customers are currently using and are pleased to be able to offer alternative solutions through partners that are compliant with Oracle software usage standards and that have been tested and validated by Oracle.

• Ensuring a seamless transition for our customers is of the utmost importance for Oracle Hospitality. Your Oracle Hospitality account manager will work with you to plan for the transition of each of your properties in China, for the purpose of ensuring all are legitimately licensed and supported throughout the transition period. To help you prepare for this transition, attached are answers to your frequently asked questions regarding the transition.

China Customer Transition 
Frequently Asked Questions

Purchase of Oracle Hospitality Solutions

Q: For how long may I continue to purchase software, services and support from Shiji?
A: Customers who have contracted with Shiji for new openings or additional licenses for existing properties occurring prior to May 31, 2020 (“the Transition Date”) should continue to work with Shiji through the Transition Date with the confidence that Oracle is fully committed to supporting Shiji’s ability to sell, service and support our solutions for customers in China. As we approach the Transition Date, our plan is to offer choices for our customers.

Effective June 1, 2020, all sales of Oracle Hotel and Food & Beverage software, hardware and Cloud Services in China shall occur through one of our other authorized China resellers, Hangzhou GreenCloud Software Co Ltd (“GreenCloud”) or Ai Wei Information Technology (Shanghai) Co. Ltd (“Hospitality and Retail Systems China”).

Q: I have a new opening contracted with Shiji after the June 1, 2020 transition date. How should I plan for this?
A: For chains with new openings scheduled from June 1, 2020 onward, we encourage you to consider working with one of our other authorized resellers. However, we are committed to ensuring a seamless transition for you. If you do have a signed contract with Shiji for an opening between June 1, 2020 and August 30, 2020, Shiji may place that order for license and support with Oracle provided it is received by Oracle no later than May 15, 2020 and booked by May 31, 2020.

Q: How is Oracle going to help me transition away from my long-term solution provider to a new provider in the coming months?
A: Ensuring a smooth transition for you is our utmost priority. Your Oracle account management team will work hand in hand with you to help you prepare for the seamless transition of each of your properties to the new authorized Oracle reseller of your choice and to ensure that all planned openings occur on schedule through this transitional period.
Oracle is deeply committed to ensuring our partners in China are fully equipped and prepared to provide superior coverage for our valued customers. We are working with each partner to implement a customized readiness plan that includes transition planning and resourcing sessions, operational trainings, localization development and testing and account-specific certifications, where needed.
Oracle Hospitality senior leadership will be closely involved over the coming weeks to ensure enablement and readiness for both customers and partners.

Customer Rights to Use Oracle Solutions
Q: I previously purchased MICROS and/or Oracle Hospitality solutions from Shiji. Do my rights to use these solutions continue after I’m no longer supported by Shiji?
A: Yes absolutely.

• Oracle Software. Customer rights to use perpetual Oracle or MICROS licenses purchased from Shiji continue without disruption according to the terms of the customer’s valid Oracle or former MICROS license agreement. Oracle Hospitality will work with you and Shiji between now and the Transition Date to ensure that all software is correctly licensed and supported according to Oracle terms and conditions.

• Oracle Hardware. Customer rights to use Oracle MICROS hardware purchased from Shiji continue unchanged.

• Oracle Cloud Services. Customer rights to use Oracle Hospitality Cloud Services purchased from Shiji, hosted in an Oracle data center, continue for the validity of the paid subscription term at which point they will be eligible for renewal with another authorized reseller.

Support Contracts and Access to Updates, Enhancements, Patches and Fixes
Q: For how long may I receive support from Shiji? What happens to my support contract with Shiji when it comes due for renewal?
A: Shiji will continue to renew their annual maintenance contracts for twelve month terms with customers up to the Transition Date and will deliver on those contracts through the end of the then current terms with full support to Shiji from Oracle. Within 90 days of the expiration of the Shiji support contract, customers will receive a communication from Oracle to remind them of the options for support through other authorized Oracle Field Delivery Support Provider (FDSP) Partners.

As a reminder, product updates, enhancements, patches and fixes are only available to customers who have a valid support contract either directly with Oracle or with an authorized Oracle Field Delivery Support Partner.

• Support Contracts Expiring Prior to May 31, 2020. For customers with Shiji support contracts renewing between now and May 31, 2020, renewals will occur for an additional twelve months through Shiji as usual. Shiji will continue to deliver on these contracts with full support from Oracle through the duration of the contracts.

• Support Contracts Expiring After May 31, 2020. Customers with Shiji support contracts renewing after May 31, 2020, will need to purchase their support contract from an Oracle Field Delivery Support Provider Partner authorized to provide help desk and field repair services in China. Oracle will communicate with you 90 days prior to your contract renewal date with guidance on how to transition your support contract.

• For more information on Oracle's support policies, please refer to the Oracle Software Technical Support Policies and the Oracle Hardware and Systems Support Policies on www.oracle.com/support.

Implementation and Other Consulting Services Delivery
Q: Can Shiji still perform professional services for our properties after the May 31, 2020 Transition Date?
A: Customers are free to work with the professional services provider of their choice to implement Oracle Hospitality solutions, however Oracle’s technical support services policies and Oracle Hardware Warranty do not cover problems associated with improper installations by unauthorized third parties.

In the event of an issue associated with professional services delivered by a third party, the customer should work with their third party services provider for resolution; alternatively they may work with Oracle Hospitality Consulting to identify and resolve the problem at standard rates and lead times but must be on active Premier Support as a prerequisite.

We strongly recommend that customers only work with Oracle PartnerNetwork members, who have ongoing access to the latest Oracle solution enablement, demonstration and integration licenses and partner support tools from Oracle.

China Localizations and Fiscal Solutions
Q: What happens to my fiscal solutions and other integrated local solutions which I purchased from Shiji that I need to effectively operate in China?
A: We fully appreciate the importance of the China localizations and fiscal solutions that our customers are currently using and are pleased to be able to offer alternatives from our authorized China reseller that are compliant with Oracle software usage standards and have been tested and validated by Oracle.


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