2. <Insert Picture Here>
Customer Support Update
Aug 16, 2011: 11.30am
Oracle Customer Support Update
– Investing in a Better Support Experience
(and getting the MOST from your My Oracle Support!)
Andrew Pogonoski – Senior Director, Oracle Software Support

3. Agenda
• Oracle Premier Support <Insert Picture Here>
• Industry Context
• Oracle Proactive Support Capabilities
• The Value of Proactive Support

4. Oracle Premier Support
Essential Support & Proactive Services for Oracle Products
PREMIER SUPPORT PREMIER SUPPORT COMPLETE
FOR SOFTWARE FOR SYSTEMS SOLUTION SUPPORT

5. Oracle Premier Support
Comprehensive Coverage
Service and Tools and Product
Support Resources Innovation
Quickly diagnose Get the most of your Keep pace with
and resolve issues Oracle products with change and capitalize
proactive services on new opportunities
ü Expert technical support
ü Rapid-response field ü Oracle knowledgebase ü Updates
service ü Product health checks ü New releases
ü Lifetime Support ü My Oracle Support ü Tools to assist with
patching and upgrades

6. Next Generation Customer Services
Defining the standard for future success
Business
Impact
“Customer Services 2.0”
• Success oriented
• Personalized
• Proactive
Traditional • Preventative
Break-Fix • Business process,
knowledge and
• Generic relationship driven
• Reactive • Collaborative and
• Problem oriented community based
• Technology driven
Service Maturity
6

7. Improving Quality Of Support
It’s a Start…
• Escalation response directives
• You told us we weren’t meeting your expectations
• Ensuring that initial escalation is addressed effectively by
• Increasing number of available escalation resources
• Putting processes in place to track response times
• Getting back to basics
• Making it easier to contact your support engineer
• Returning to traditional support practices
• Getting engineers back on the phones
• Putting the power in customer hands

8. Improving Quality Of Support
What’s Next…
• Responsiveness to Issues
• Again, you told us we weren’t meeting your expectations
• Backlog management efforts
• Ensure SR is regularly updated with a valuable contribution
• Not use “I am looking into it”, and reduce SR tennis
• Again, putting the power into your hands
• Solving the Priority issue
• Getting back to proper prioritisation / industry standards
• Education of customers
• And we need to prove ourselves….

9. Agenda
• Oracle Premier Support <Insert Picture Here>
• Industry Context
• Oracle Proactive Support Capabilities
• The Value of Proactive Support

10. “Proactive”?
Adjective … creating or controlling a
situation by causing something to happen
rather than responding to it after it has happened” *
Ask yourself - which is best?
¨ Going to the doctor with a health problem?
¨ Having a medical check up?
þ Living a healthy lifestyle?
Do you want…?
¨ Faster responses to problems, higher service levels
¨ Regular IT patches and system tuning
þ To prevent problems from occurring – keep IT running?
* New Oxford American Dictionary 2nd edition © 2005 by Oxford University Press, Inc

11. What CIOs Are Saying
• Need to protect and unlock the value of
technology investments across the
IT lifecycle.
• See value in the latest service innovations
• Demanding more proactive support
• Benefits of integrated support
• Alleviate cost and complexity
• Reduce total cost of ownership of IT solutions.
IDG Research Services "The Future of IT Services and Support.”
Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010.

12. IT Priorities Are To Provide Business Success
Higher Lower Cost
of Reduced
Business
Ownership Risk
Value
92% of respondents rate 81% of respondents rate 77% of respondents rate
“Improving the overall business “Reducing Total Cost of “Minimizing risk” among their top
value of IT” among their top five Ownership of IT Solutions” five IT priorities
IT priorities among their top five IT priorities
Reduced IT
Accelerated new complexity and
product and 82% system integration 80% Enhanced Security 83%
technology adoption cost
Improved mission-
Proactive and critical system
Enhanced speed and uptime and 80%
agility 81 % preventive systems
maintenance
76% availability
IDG Research Services "The Future of IT Services and Support.”
Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010.

13. Agenda
• Oracle Premier Support <Insert Picture Here>
• Industry Context
• Oracle Proactive Support Capabilities
• The Value of Proactive Support

14. Delivering Value: Oracle Proactive Support
Higher Business Lower Cost of
Reduced Risk
Value Ownership
Knowledge Guided Problem Problem
Sharing Lifecycle Advice Prevention Resolution
Oracle Integrated Technology Platform

15. Creating Customer Value

16. Proactive Support at Herbalife
Delivering Operational Improvements Now
1. Avoiding Problems with Proactive Monitoring Maintaining
Business Result: Global view and disciplined health consistency across
assessment of systems helps us plan maintenance Oracle systems
and avoid problems.
2. Accelerating Problem Resolution
Business Result: Simplified service request creation Controlling IT costs
and priority handling gets us to root cause analysis and improving
faster. Estimated reduction in time required to resolve productivity
issues by 50%.
3. Personalized Information with Unified Dashboard
Controlling IT costs
Business Result: 100 users directly submit service and improving
requests without requiring assistance from technical
productivity
staff. Technical staff available to focus on more
strategic activities.

17. Knowledge Sharing
Exploit Best Practices and Expertise
My Oracle Support Community
230,000 members
185 communities
Best practices
Trusted peers & Industry professionals
Webcasts and white papers
Knowledge Guided Lifecycle Problem Problem
Sharing Advice Prevention Resolution

18. Join The Success
“The real value in My Oracle Support Community is that many of
the participants in the community discussion are talking from a
business results perspective, not just the IT technical point of view.
The solutions offered are not only technically feasible, they work in
the real business world. The answers to business process
questions are high quality, relevant and immediately useful. With
My Oracle Support Community I stay personally engaged with what
is going on in the business process areas I care about, on a
schedule of my choosing”
Mike George, Consulting Director, Fujitsu America
Podcast, 15min mp3

19. Guided Lifecycle Advice
Rapidly Deploy New Products & Technology
Upgrade Advisors
Best practices for upgrades
Step by step instructions
Organized by Phase
Multimedia
Knowledge Guided Lifecycle Problem Problem
Sharing Advice Prevention Resolution

20. My Oracle Support – Upgrade Advisor
“The Upgrade Advisor is a great proactive tool to help us
reduce risk. It ensured we didn't miss anything during
upgrade. It also had a direct effect on the number of SRs
opened and the time and ease of creating SRs, resulting in a
50% reduction in resolution time. Most importantly, downtime
during and after the upgrade was minimal.”
April Sims - Database Administrator, Southern Utah University

21. Problem Prevention
Maintain System Health & Availability
Oracle Configuration Manager
Reactive & Proactive capabilities
Health Checks
Patch Advice
Integration - Oracle Enterprise Manager
Knowledge Guided Lifecycle Problem Problem
Sharing Advice Prevention Resolution

22. Join The Success
“The greatest benefit we get from My Oracle Support is to forewarn BT
of any potential issues, and avoid expensive and untimely system
outages in the future. We have constantly provided Oracle with the
latest configuration that we are running internally for them to assess
and inform BT of potential issues. My Oracle Support has significantly
improved in our problem resolution and reduced IT risk. It took the
initial 36 hours of trying to understand what the configuration was out
of the equation completely.”
Paul Mardle - HQ SD/EMP Delivery Director, British Telecommunications

23. Problem Resolution
Solve Problems & Optimize Performance
Auto Service Request for Sun Systems
Detects hardware problems
Secure transmission
Customer-installable
Improved availability
Less time spent with Service Requests
Knowledge Guided Lifecycle Problem Problem
Sharing Advice Prevention Resolution

24. Join The Success
"One of the best parts about the serviceability from Oracle Support is
Oracle Auto Service Request. Auto Service Request has simplified and
streamlined how we work in as much as we no longer have to self
diagnose. A lot of specific hardware faults are now diagnosed
for us at a much deeper level than we can
necessarily look at ourselves."
Jake Carroll - Information Technology Manager The Queensland Brain Institute,
The University of Queensland, Australia
Oracle Internal© 2010 Oracle Corporation
only

25. My Oracle Support
The Integrated Technology Platform
• Portal used by 300,000+ customers
• Service Request (SR) processing
• Knowledge Base
• Software patches and updates
• System health checks and diagnostic tools
• Check certified platforms and software obsolescence
• Integrated with Oracle Enterprise Manager
Feature Customer Benefit
Personalized Knowledge Management 25% problems avoided
Simplified Incident (SR) Management 30% faster Service request creation
Proactive Problem Management 40% faster problem resolution

26. Agenda
• Oracle Premier Support <Insert Picture Here>
• Industry Context
• Oracle Proactive Support Capabilities
• The Value of Proactive Support

27. Perceived Value of Proactive Services
Nine out of ten (93%) respondents worldwide agree it is important for IT providers to invest in product and service Innovation.
IDG Research Services "The Future of IT Services and Support.”
Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010.

28. Oracle Proactive Support
Delivering the capabilities required by CIOs
Area (Software) +
• Communities (185+) • Communities (25+ Sun-specific)
• Knowledge Management • Knowledge Management
Knowledge Share • Improved Search Capabilities • Improved Search Capabilities
• Improved Interface • Improved Interface
• Updates and Patches, available for • Sun Updates and Patches available
download from My Oracle Support for download from My Oracle Support
Guided Lifecycle • Upgrade Advisors
Advisor • Upgrade Planners
• Integrated with Oracle
Configuration Manager (OCM)
• Security & Product Alerts • Proactive analysis of Hardware
• Patch Advice & Recommendations Systems
Problem • Patch Planning • Automated Alerts & Patch
Prevention • Configuration History Recommendations
• New Health Check capabilities
• Embedded, automated • Automated Service Requests,
Configuration Management Integrated My Oracle Support
Problem • Online Service Request Creation & • Warm Transfer of Service Requests
Resolution Tracking
• Enables Prioritized Service
Requests (SRs)

29. <Insert Picture Here>
Adopt Oracle Proactive Support
Benefit from health services, intelligent fault
management and timely, personalized advice
All part of your Oracle Premier Support service
Get started at: www.oracle.com/goto/proactivesupport

30. <Insert Picture Here>
Thank you!

31. The preceding is intended to outline our general
product direction. It is intended for information
purposes only, and may not be incorporated into any
contract. It is not a commitment to deliver any
material, code, or functionality, and should not be
relied upon in making purchasing decisions.
The development, release, and timing of any
features or functionality described for Oracle’s
products remains at the sole discretion of Oracle.