The contractor shares certain rights with the integration coordination team of the client (application password, etc.). Database copies, migrations, patching and changes, etc., are only performed on behalf of the customer. The contractor regularly advises on the level of patch required for support and security. At the contractor, the guarantee of continuity is found in the fact that an operator is always waiting for the support service within the deadlines from 7:00 to 18:00. 5 6 4. Description of services 4.1. Service Objectives and Critical Success Factors The services provided are intended to support the production environment and other environments of the Oracle e-business suite as well as the Data Warehouse and OBIEE environments and to perform the resulting technical management work. The goal is not to disrupt production and not delay partial implementations by avoiding technical problems at an early stage. The following areas are important: Memory space management Network management and storage server Operating system management (file system, kernels, printing, email traffic) FallBack database management (Backup, Restore, Fallback) Oracle EBS, BI and OBIEE management (database copies, migrations, patches, etc.) 4.2. Notification system and contract deliverables The Contractor shall make available an electronic notification system in which the procuring entity may record notifications (such as questions, incidents and amendments) and see the status and progress of the Contractor`s activities on the relevant report.