2. Making the most of Oracle Services
Slavko Rožič
Director, Oracle Customer Services

3. Oracle Support Services
Oracle Premier Support Advanced Customer
Global
Services
Support Solution
Priority
Infrastructure Support
Service
Center
Proactive, Advanced
Automated Assessments
Support
Product Support & Testing
Assistance
Enhancements
Business
and Updates Assisted
Lifetime Critical
Services
Support Assistance
Ecosystem Technical
Expert
Support Account
Services
Management
Customer/Partner Engagement
Customer/Partner Premier Support
OnDemand
Management Renewals

4. Our Mission
Customer Success
Lower Total Cost of Minimize Business Higher Business
Ownership Risk Value
• Better systems • Eliminate business • Better software
management disruption and single utilization
• Less complexity points of failure
+ • Accelerate new
+
• Clear accountability • Enhance security product and
and governance technology adoption
• Leverage industry
and Oracle best • Enhance speed and
practices agility

5. How We Deliver Customer Success
Customer Experience
Automated
Self-Healing
Healing
Preventive
Proactive
Personalized
Reactive
Collaborative
Service Capabilities

6. Context Based Support
IF WE KNOW WE CAN DELIVER
Customer identification Break/Fix
Willingness to use MOS Knowledge Transfer
Customer configuration Analysis and Prevention
IT task being performed Lifecycle Management

7. Oracle Premier Support – Innovation
Unlimited Subscription To Future Product And Support Innovations
Features Proven Benefits
• More than U.S.$3 billion invested • More value for existing
software investments
annually in organic R&D
• 6,000+ product enhancements • Investment protection
for Oracle product
provided annually, so you don’t have
to customize the software • Embedded support
• Evolutionary path for all products to • Cost reduction through
Oracle Fusion Applications economies of scale
• Supportability designed into the
product DNA

8. Oracle Premier Support – Global
Unmatched Global Scale
The Challenge The Opportunity TheThe Value
Opportunity
Rapid Problem
Resolution • 24/7 Mission Critical Support
• 145 Countries, 29 Local
Need for Higher Languages
System Availability • 18 Support Hubs, 8,000
Support Professionals
• Knowledgebase contains over
Higher quality 800,000+ solutions for 3,000
support Largest Global Support
products
Infrastructure in the Industry
Optimize all
resource
capabilities

9. Oracle Premier Support - Global
Unmatched Global Scale
Features Proven Benefits
Global Support Infrastructure Award Winning • 145 Countries, 29 Local
• Largest 24/7 Mission Critical Languages
Support Infrastructure in the Industry Firsts
Industry • 2008 – Embedded Product • 18 Support Hubs, 8,000
• Multi-vendor Support Support Support Professionals
• 2007 – Services Industry
Collaborative Support Leader • Knowledgebase contains
• Direct Connection via the Web • 2006 – J.D. Power and over 800,000+ solutions for
to Oracle Support Engineers Associates
3,000 products
Global Customer Care Service Excellence Awards
• Link to real-time nontechnical • 2008- Service Innovation • 97% of issues resolved
business issue support Award through the knowledgebase
• 2008- Black Book Top 50
Knowledge Management Best • Up to 30% faster problem
• Guided Search – Increased • 2007 – Best Value Added diagnosis and resolution
Search precision for faster Support with Collaborative Support
problem based searches • 2007 – Best Knowledge
• Guided Resolution – Solution Management • First Enterprise Software
recommendation through • 2006 – Multi-Vendor Support
diagnostic collection and
provider to receive global
analysis certification under J.D.
Powers and Associates

10. Oracle Premier Support - Proactive
Next Generation Support Platform Provides Simplified Support
The Challenge The Opportunity TheThe Value
Opportunity
Controlling IT costs My Oracle Support • Highly personalized support
and improving experience with My Oracle
productivity Support configuration
management
Lowering risk and • Web 2.0 Support communities
meeting SLAs • Advisor Webcasts
• 500+ support tools to address
Managing product the solutions lifecycle
alerts, patches, and
enhancements
Maintaining • Personalized
consistency across • Proactive
Oracle systems • Collaborative

11. Oracle Premier Support - Proactive
Next Generation Support Platform Provides Simplified Support
Features Proven Benefits
Next Gen Support Change Management
• My Oracle Support Portal • Change Assistant (PSFT/JDE)
• Security & Product Alerts • Change Impact Analyzer
• Healthchecks (PSFT) • Reduced time to apply
• Oracle Configuration Manager • Setup Manager (PSFT)
• Application Deployment Mgr CPU by 80%
Web 2.0 (Siebel)
• Support Communities
• 40% faster service
• OTN Forums Performance Management request resolution
• Oracle Mix • BEA Guardian
• AskTom • Database Performance ( • 30% faster service
• OracleCommunity.net LTOM, OSW, HangFG) request creation
• UserGroups • SQL Tuning Scripts (PL/SQL
Profiler, TRCANALYZER, • 25% problem avoidance
Embedded Diagnostics for DB SQLTXPLAIN)
• 11g Database Control • Performance Monitor • 25% productivity
• 11g Health Monitor (PSFT/JDE) increase in IT staff
• 11g Fault Diagnosability • Remote Diagnostics Agent
• 500+ tools on One
Oracle EBS Diagnostics Upgrade Management
• Application Setup Integrated Support
• 10g and 11g Upgrade
• Application Activity Companion Platform
• Application Data Collection • Maintenance Wizard (EBS)
• R12 Resource Center
• Upgrade Wizard (Siebel)

12. Oracle Premier Support – Lifetime
Upgrades always included at no extra cost
Features Proven Benefits
Lifetime Support Applications Unlimited
• Most Comprehensive Support • Oracle’s commitment to
Policy in the Industry. protect, extend, evolve existing
• Business Strategy Drives applications
• Upgrades, including major
Upgrade Strategy • Continue to derive value from architectural shift, always
• No Forced Upgrades your existing Oracle included at no extra cost
• Simple and Predictable investments and applications.
• Benefit from world-class • Sustaining Support is Forever
Premier Support Stage support, research and and Included at no extra cost
• Provides support for Oracle development
Database, Middleware, • Tax, legal, and regulatory
Applications for 5 years from their
general availability date. Fusion Applications
updates included
Years 1-5. • Upgrade rights include Oracle • Platform certification of new
Fusion Applications for licensed
Extended Support Stage customers product enhancements
• Provides an extra 3 years of • Will combine best-of-business
support for specific Oracle capabilities from all Oracle
releases for an additional fee. Applications into a complete
Years 6-9. suite
• Delivered on Oracle’s open
Sustaining Support Stage technology
• Provides support for as long as
you license your Oracle products.
Years 10 – forever.

13. Oracle Premier Support- Complete
Support For The Complete Oracle Stack Across The Solution Lifecycle
The Challenge The Opportunity TheThe Value
Opportunity
Work cooperatively • Oracle Premier Support
across more than 70
across several IT
acquisitions
vendors
• Coverage for complete Oracle
technology stack
Manage IT across • Integrated support across the
the globe solution lifecycle
• Enterprise-level Linux support
• Joint Escalation Teams with
IT partners
Rising cost of multi-
• Oracle VM support
vendor support Integrated support from
infrastructure to apps
across the lifecycle

14. Value
Oracle Premier Support features
Lower Cost, Minimize Risk, Drive Value

15. Leverage Oracle Support Investments Today
Tools and utilities designed to help isolate and resolve customer
problems quickly
• Support Portal
– My Oracle Support
• Support Tools
– Tools, Diagnostics, Scripts
• Support Resources
– Web 2.0 technologies
– Plug-Ins and Add-ons
• Support Education
• Support Advanced Customer Services
• Support Best Practices

16. Are You Getting Full Value From Oracle Premier
Support?
Yes No
Have you used diagnostic framework?
Do you upload your configurations?
Do you use My Oracle Support?
Do you use healthchecks, patch advice or
knowledge base?
Do you use the enhanced SR workflow?
Are you using powerview to drive a more
personalized, relevant experience?
Are you using Oracle support communities to
quickly find information?
Are you using the supportability tools to
troubleshoot or test systems proactively?
Do you participate in Advisor Webcasts, hosted
by Oracle Support and product experts?

17. Oracle
Customer
Success
Assessment

18. New: Oracle Customer Success Assessment
Get more value from your Oracle investment with Customer Services
• 15min Online Survey on 5 Domains
– Strategy
– Process
Oracle Customer Success Assessment
– Technology
– People
– Governance
• Personalized Benchmark Study
– Compare your results to peers
– Advice on 25 good practice areas
– Recommended actions to take
– Oracle services to assist in practice
improvements
• Navigate Oracle’s service catalog
– Complete portfolio of services across
the solution lifecycle (ITIL) on
oracle.com
Start Now: www.oracle.com/goto/customersuccess

19. Oracle Customer Success Assessment
Personalized Report
•Detailed Recommendations:
• Good Practice
• Personalized Next Steps
•Comparison with your peers
•Premier Support Features and
other customers services
•Customer Success Stories

20. Oracle Support Services
Oracle Premier Support Advanced Customer
Global
Services
Support Solution
Priority
Infrastructure Support
Service
Center
Proactive, Advanced
Automated Assessments
Support
Product Support & Testing
Assistance
Enhancements
Business
and Updates Assisted
Lifetime Critical
Services
Support Assistance
Ecosystem Technical
Expert
Support Account
Services
Management
Customer/Partner Engagement
Customer/Partner Premier Support
OnDemand
Management Renewals

21. Advanced Customer Services - ACS
dedicated to the
continual operational improvement
of Oracle environments.
• Database (incl SAP vers.) • End users
• Middleware (incl BEA) • OCS
Every product • Applications Every partner
• System Integrators
• Industry specific (Portal…) • Outsourcers
• Telecommunications
Every Industry • Financial Services
• Public Sector Every geography• Global but geographically
structured
• Others
• 700 experts in EMEA (about 140 in • 800+ customers in EMEA (100+ in EE&CIS)
EE&CIS) with access to 14,000 service
• Doubled in size in 2 years
professionals and 20,000 developers

22. ACS contribute to Customer Success
1. ACS help reducing customers costs
• Proactive issue avoidance • Maximum system
and faster time to resolution availability
• Productivity improvements • Reduced risk and
• Optimized system complexity of change
performance
Athens International Airport Increases System Performance by 800%
and Cuts Support Costs by 30%
“Oracle Advanced Customer Services’ predictable, flexible roadmap
significantly cut our risk for migrating to a virtualized, high-performance
environment that will underpin our growth as a world-class international
airport.”
Nikolaos Palavos,
Head of IT Systems and Operations, Athens International Airport

23. ACS contribute to Customer Success
2. ACS customers have less product issues
– Proactive activities Out of 159 Critical Accounts in CY08:
– Reactive activities • 92% didn’t have ACS covering their
products
• the remaining 8% that had an ACS contract
appreciated a 37% shorter resolution time
Achievements: “Oracle Advanced Customer Services has enabled us
• Improved overall system stability and performance by to build a change-focused, user-centric infrastructure
30% that delivers the highest availability, security, and
• Centralized and automated monitoring of IT performance for the business-critical processes that
infrastructure and processes onto a single console drive our competitive advantage.”
• Provided optimal support and stability for critical Amir Salihovic, IT Manager
business processes

24. ACS contribute to Customer Success
3. ACS contribute to accelerate IT efficiency and competitiveness
of our customers
• Helping them to move safely and quickly to new product
versions and use all the product features
• Supplying the best operational expertise
• Giving access to Oracle IP by a direct link with GCS and
Development
“ACS recommended us to upgrade our Siebel implementation to the latest version
but this recommendation was met with strong objections from Accenture on the
grounds of risk. ACS successfully convinced us to upgrade and by doing so,
reduced the cost and time to market of the new release’s functionality.”
James Harkin, Vodafone UK

25. ACS contribute to Customer Success
1. ACS help reducing customers costs
2. ACS customers have less product issues (and
there’s someone other than you working on them)
3. ACS customers are the most satisfied Oracle
customers
4. ACS accelerate IT efficiency and competitiveness
of our customers
5. ACS build a reliable and long lasting relationship
with customers