Louise Wiles Snr Director Oracle Customer Services Oracle

Louise Wiles Snr Director, Oracle Customer Services Oracle Corporation © 2008 Oracle Corporation – Proprietary and Confidential 1

Oracle Services Transforming Your Business with Measurable Results Personalized, Proactive Support Optimized Performance and Value of your Oracle Solutions Accelerate Time to Value of your Oracle Environments Superior Oracle Product Knowledge © 2008 Oracle Corporation – Proprietary and Confidential 2

Oracle Premier Support World class support with a singular focus: Customer Success Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support © 2008 Oracle Corporation – Proprietary and Confidential 3

Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support © 2008 Oracle Corporation – Proprietary and Confidential 4

Product Enhancements and Updates Rights to future product releases (including Oracle Fusion), product upgrades, and patches and fixes—as well as tax, legal, and regulatory updates. • Covers the full software stack: Database, Middleware & Applications • Applications Unlimited • Major Upgrades and Architectural Shifts at no extra cost © 2008 Oracle Corporation – Proprietary and Confidential 5

Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support © 2008 Oracle Corporation – Proprietary and Confidential 6

Oracle Services: Unparalleled Scale • Deep Expertise: • 14, 000+ Service Professionals with 6+ years average tenure • 20, 000+ Developers • Complete Coverage: • Total IT Lifecycle • Entire Software Stack • 2000+ Products • Global Presence: • 145 Countries • 27 languages © 2008 Oracle Corporation – Proprietary and Confidential 7

Global Customer Care Dedicated to your success • Your link to Real-time Support Information • A unique service offered as part of your annual Support contract • Provides support on non-technical issues, or when you don’t know whom to contact or where to get the information you need • Global Customer Care lets you speak to an experienced professional with extensive knowledge of the Oracle organisation • We will help you locate the information you need to be successful, or learn the most effective uses of our self-service tools © 2008 Oracle Corporation – Proprietary and Confidential 8

Oracle Communities • Oracle Meta. Link forums: 10, 000+ distinct users (does not include employees) • OTN: 6 million+ members • Discussion forums: 600, 000+ registered users • Oracle Wikis: 5, 000+ registered users • Oracle Mix: 7, 000+ registered users • User reputation model: Oracle Ace and Oracle Ace Director • 57 Oracle Ace Director’s + 117 Oracle Ace’s • Peer nomination based, Oracle Committee selection process Discussion Forums Blogs Wikis Product/Service Requirements & Ideas Rating User Reputation Best Practice Document Exchange Oracle Metalink OTN, OPN, Oracle Wiki, Oracle Mix, Oracle Blog, etc. Complete Offering © 2008 Oracle Corporation – Proprietary and Confidential Partial Offering Not Offered 9

Oracle Support – Vision for Communities Web-Based Community Support Trusted Service Network • Oracle-to-customer support model • Peer-to-Peer support model • Resource network support model • 1: many ratio (Problem: Oracle resource) • 1: many ratio (Problem: Oracle + customer resources + 3 rd party) • Oracle generated knowledge • Oracle + customer submitted + dynamic content generation + 3 rd party -> Extensive collective intelligence • Customer transactions • Customer interactions • Customer driven • One-size fits all portal • Personalized + Dynamic portal • 80/20 “Push/Pull” • 50/50 “Push/Pull” system • 20/80 “Push/Pull” system • Base customer intelligence • Customer intelligence increases • Expansive customer intelligence Results: • Exceed customer ROI expectations • Faster Time-to-Value-Added Support Realization Note: Term “customer” includes partners © 2008 Oracle Corporation – Proprietary and Confidential 10

Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support © 2008 Oracle Corporation – Proprietary and Confidential 11

Collaborative Self-Correcting Preventive Personalized Proactive Automated Reactive Customer Experience How We Deliver Customer Success Service Capabilities © 2008 Oracle Corporation – Proprietary and Confidential 12

Oracle Support – Transformation in Action It’s a journey… Reactive Proactive Predictive • System goes down • You call Support • You wait for Support to call back • Support calls you back • You download and install a patch • System is eventually recovered © 2008 Oracle Corporation – Proprietary and Confidential 13

Oracle Support – Transformation in Action It’s a journey… Reactive Proactive • System goes down • Support notifies you of the latest patches • You call Support • You wait for Support to call back • Support calls you back • You download and install a patch • System is eventually recovered Predictive • You figure out which patches apply to your system • You download the new patches • You install the new patches • System outage is averted some of the time © 2008 Oracle Corporation – Proprietary and Confidential 14

Oracle Support – Transformation in Action It’s a journey… Reactive Proactive • System goes down • You call Support • You wait for Support to call back • Support calls you back • You download and install a patch • System is eventually recovered Predictive • Support notifies you of the latest patches • Specific software defect is identified • You figure out which patches apply to your system • You are automatically notified of the potential problem & impact • You download the new patches • You’re offered a remedy • You install the new patches • You implement the recommended remedy • System outage is averted some of the time • System outage is averted most of the time © 2008 Oracle Corporation – Proprietary and Confidential 15

Proactive, Preventative Support Collaborative support to proactively prevent problems and to accelerate problem resolution using process best practices and advanced support technologies. • Configuration Manager • Health. Checks • Configuration-Specific Product and Security Alerts • Maintenance Wizard • Automated Testing and Assessments © 2008 Oracle Corporation – Proprietary and Confidential 16

Proactive, Automated Support • Maintenance Wizard • Oracle Diagnostics Test Setups • • Change Assistant Change Impact Analyzer Visual CompareMerge Performance Monitor • Upgrade Wizard • Application Deployment Manager • Script Checker Utility • Change Assistant • Support Assistant • Net Change Analyzer © 2008 Oracle Corporation – Proprietary and Confidential 17

Customer Success Configuration Manager Reduces Direct Operational Costs v 30% Reduction in Service Request Log Time v 20% Faster Response to Service Requests v 40% Faster Issue Resolution Reduces Indirect Costs + v Health. Check & Patch Advice leveraging Oracle Best Practices v 25% Proactive Problem Avoidance with Alerts and Health. Checks v Reduces Unplanned Downtime © 2008 Oracle Corporation – Proprietary and Confidential Customer Success v Greater value from Oracle Investments = v Reduced Total Cost of Ownership v Superior Ownership Experience 18

Introducing: My Oracle Support Webstar Service Excellence Award 2003 through 2007 + Next Generation Support • Embedded Configuration Management • Extensive Knowledge Base & Communities • Personalized & Proactive Service Outcome: Customer Success • 25% problems avoided • 40% faster problem resolution SSPA Best Embedded Product Support 2008 © 2008 Oracle Corporation – Proprietary and Confidential • 30% faster service request creation • 97% of problems resolved quicker with targeted knowledge 19

My Oracle Support Engage Best Practices via Collaborative Support Environment Graphical View of System Health and Critical Patches Based on Your Environment Graphical View of Inventory and Usage Quick Access to Tips and Tricks. Many Customizable Drop In Regions Latest Breaking News © 2008 Oracle Corporation – Proprietary and Confidential Page and Regions Refreshed Dynamically Real. Time Personalized View Of Your Service Requests Based On What You Need To Do Today Systems Are Prioritized Based On Which System Configurations Have Critical Issues Needing Attention Targeted Knowledge Based On Your Specific System Configurations Manage Your Projects At A Glance 20

Future Enhancements & Functionality Service Development Customer Benefit Collector Mass Deployment Accelerate Adoption Improve Proactive Advice Eliminate Points of Failure Configurable Alerts Reduce Complexity Role Based Personalization Improve Lifecycle Management Advanced Analytics & Reporting Drive better business results Integrate Configuration & Diagnostics Expand Service Capabilities Extend Product Coverage Improve Systems Management © 2008 Oracle Corporation – Proprietary and Confidential 21

Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support © 2008 Oracle Corporation – Proprietary and Confidential 22

Lifetime Support Simple and predictable, our support policy covers your Oracle technology environment, from database to middleware to applications for the Lifetime of your software investment. • Continuous Applications innovation through Updates and Upgrades • Supports You at Every Stage of the Applications Lifecycle • Lifetime Support Policy • Applications Unlimited • Business drives the Upgrade © 2008 Oracle Corporation – Proprietary and Confidential 23

Lifetime Support Your Investment Protected For Life Premier Support Extended Support Sustaining Support Unlimited 0 1 2 3 4 5 6 7 8 9 10 FROM 5 YEARS TO FOREVER © 2008 Oracle Corporation – Proprietary and Confidential 24

Lifetime Support Across Product Lines Oracle E-Business Suite People. Soft Enterprise JD Edwards Enterprise. One Siebel Lifetime Support Oracle Database JD Edwards World Oracle Middleware Oracle Retail FEATURE • Lifetime Support Policy • Applications Unlimited • Support for your entire Oracle technology stack • Protection of your Oracle investments • Support for 5 years to forever VALUE • Continuous Applications innovation through Updates and Upgrades • Supports You at Every Stage of the technology investment Lifecycle • Business drives the Upgrade © 2008 Oracle Corporation – Proprietary and Confidential 25

Oracle Premier Support Product Enhancements and Updates Global Support Infrastructure Proactive, Automated Support Lifetime Support Ecosystem Support © 2008 Oracle Corporation – Proprietary and Confidential 26

Ecosystem Support A history of technology innovation and cooperation with partners to support standards-based software and emerging technologies, ensuring quality support for all Oracle-based solutions. • Joint Escalation Teams (JETs) with Infrastructure Partners • Linux Support / Open Source Commitment • One Stop Support for ISVs © 2008 Oracle Corporation – Proprietary and Confidential 27

Support for the Complete Oracle Technology Stack and Ecosystem Most comprehensive in the industry– breadth and depth Oracle Consulting Oracle, People. Soft, JD Edwards, Siebel, Retek Oracle Tools / J 2 EE Fusion Middleware Database 10 g, Times. Ten IMDB, Berkeley DB Enterprise Linux Complete Technology Stack • Only Oracle provides support for the complete technology stack • Single point of contact and support for applications, middleware, database and Linux support Ecosystem Support • Infrastructure and strategic partners • Industry standard technology stacks and emerging technologies • Multiple database and middleware platforms • One Stop Support for Independent Software Vendors (ISVs) Oracle goes beyond the Oracle footprint to support our customers entire ecosystem –Only Oracle © 2008 Oracle Corporation – Proprietary and Confidential 28

Oracle Unbreakable Linux Support • Linux support available to any customer • Dedicated development, test, and delivery teams • Validated Linux configurations • Backed by world’s largest software support team • Ready 24 x 7 in 145 countries and 27 languages © 2008 Oracle Corporation – Proprietary and Confidential 29