Louise Wiles

© 2008 Oracle Corporation – Proprietary and Confidential 1

Louise WilesSnr Director, Oracle Customer Services

Oracle Corporation


Oracle Services

Personalized, Proactive SupportPersonalized, Proactive Support

Optimized Performance and Value ofyour Oracle SolutionsOptimized Performance and Value ofyour Oracle Solutions

Accelerate Time to Value of yourOracle EnvironmentsAccelerate Time to Value of yourOracle Environments

Superior Oracle Product KnowledgeSuperior Oracle Product Knowledge

Transforming Your Business withMeasurable ResultsTransforming Your Business withMeasurable Results


Oracle Premier SupportWorld class support with a singular focus: Customer Success

Product Enhancements and Updates

Global Support Infrastructure

Proactive, Automated Support

Lifetime Support

Ecosystem Support


Oracle Premier Support




Lifetime Support

Ecosystem Support



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






Lifetime Support

Ecosystem Support


• 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

Oracle Services: Unparalleled Scale


Global Customer CareDedicated 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


Oracle Communities

Discussion Forums

Blogs WikisProduct/Service

Requirements & Ideas Rating

User ReputationBest Practice

Document Exchange

Oracle

Metalink

OTN, OPN, Oracle Wiki, Oracle Mix, Oracle Blog,

etc.

Complete Offering Partial Offering Not Offered

• Oracle MetaLink 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


Web-Based

Support

Oracle Support – Vision for Communities

•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)

•1:many ratio (Problem: Oracle + customer resources + 3rd party)

•Oracle generated knowledge

•Oracle + customer submitted knowledge

•Oracle + customer submitted + dynamic content generation + 3rd party -> Extensive collective intelligence

•Customer transactions •Customer interactions •Customer driven

•One-size fits all portal •Personalized 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

Community

Support

Trusted Service

Network

Note: Term “customer” includes partners

Value-Added Support Realization

Results:•Exceed customer ROI expectations•Faster Time-to-Value






Lifetime Support

Ecosystem Support


AutomatedAutomated

PersonalizedPersonalized

How We Deliver Customer Success

CollaborativeCollaborative

Re

act

ive

Re

act

ive

Pro

act

ive

Pro

act

ive

Pre

ven

tive

Pre

ven

tive

Se

lf-C

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ect

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Se

lf-C

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Cu

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mer

Exp

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nce

Service Capabilities


• 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

Reactive

Oracle Support – Transformation in ActionIt’s a journey…

Proactive

Predictive








Reactive


Proactive

Predictive

• Support notifies you of the latest patches

• 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








Reactive


Proactive

Predictive

• Support notifies you of the latest patches

• 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

• Specific software defect is identified

• You are automatically notified of the potential problem & impact

• You’re offered a remedy

• You implement the recommended remedy

• System outage is averted most of the time


Proactive, Preventative Support

Collaborative support to proactively prevent problems and to accelerate problem resolution using process best practices and advanced support technologies.

• Configuration Manager

• HealthChecks

• Configuration-Specific Product and Security Alerts

• Maintenance Wizard

• Automated Testing and Assessments


• Change Assistant• Support Assistant

• Upgrade Wizard• Application Deployment Manager• Script Checker Utility

• Support Assistant• Net Change Analyzer

• Change Assistant• Change Impact Analyzer• Visual Compare\Merge• Performance Monitor

• Maintenance Wizard• Oracle Diagnostics Test Setups



+ =

Reduces Direct Operational Costs

Reduces Indirect Costs

Customer Success

Greater value from Oracle Investments

Reduced Total Cost of Ownership

Superior Ownership Experience

30% Reduction in Service Request Log Time

20% Faster Response to Service Requests

40% Faster Issue Resolution

HealthCheck & Patch Advice leveraging Oracle Best Practices

25% Proactive Problem Avoidance with Alerts and HealthChecks

Reduces Unplanned Downtime

Customer Success

Configuration Manager


Next Generation Support

• Embedded Configuration Management

• Extensive Knowledge Base & Communities

• Personalized & Proactive Service

Outcome: Customer Success

• 25% problems avoided

• 40% faster problem resolution

• 30% faster service request creation

• 97% of problems resolved quicker with targeted knowledge

Webstar Service Excellence Award 2003 through 2007

Introducing: My Oracle Support

SSPABest Embedded Product Support

2008

+


My Oracle Support

Graphical View ofSystem

Health andCritical Patches

Based onYour

Environment

Graphical View of

Inventory and Usage

Quick Access to Tips and

Tricks. Many Customizable

Drop In Regions

Latest Breaking

News

Systems Are PrioritizedBased On Which System ConfigurationsHave Critical Issues Needing Attention

Page and RegionsRefreshedDynamically Real-Time

Personalized View Of Your Service Requests Based On What You Need To Do Today

Targeted Knowledge Based On Your Specific System Configurations

Manage Your Projects At A Glance

Engage Best Practices via Collaborative Support Environment


Improve Proactive Advice

Role Based Personalization

Service Development Customer Benefit

Collector Mass Deployment

Integrate Configuration & Diagnostics

Extend Product Coverage

Advanced Analytics & Reporting

Configurable Alerts

Accelerate Adoption

Eliminate Points of Failure

Improve Lifecycle Management

Expand Service Capabilities

Improve Systems Management

Drive better business results

Reduce Complexity

Future Enhancements & Functionality






Lifetime Support

Ecosystem Support


Lifetime Support

• 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

Simple and predictable, our support policy covers your Oracle technology environment, from database to middleware to applications for the Lifetime of your software investment.


Your Investment Protected For Life

FROM 5 YEARS TO FOREVER

0 1 2 3 4 5 6 7 8 9 10

SustainingSupport

ExtendedSupport

PremierSupport

Lifetime Support

Unlimited


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

Lifetime SupportAcross Product Lines

Lifetime Support

Oracle Retail

SiebelSiebel

Oracle Database

JD EdwardsJD EdwardsWorldWorld

JD EdwardsJD EdwardsEnterpriseOneEnterpriseOne

OracleMiddleware

PeopleSoftEnterprise

Oracle E-Business

Suite






Lifetime Support

Ecosystem Support


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


Support for the Complete Oracle Technology Stack and Ecosystem

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)

Most comprehensive in the industry– breadth and depth

Enterprise Linux

Database 10g,TimesTen IMDB,

Berkeley DB

FusionMiddleware

Oracle Tools / J2EE

Oracle, PeopleSoft,JD Edwards, Siebel,

Retek

Oracle Consulting

Oracle goes beyond the Oracle footprint to support our customers entire ecosystem –Only Oracle


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 24x7 in 145 countries and 27 languages

Documents

Louise Wiles