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Driving Industry Leadership in Customer Support Catherine JensenVice President, Oracle Global Customer Support

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Per Sarbanes-Oxley Sec. 404, the following 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 decision. The development,

release, and timing of any features or functionality described for Oracle’s products remains at the sole

discretion of Oracle.

Safe Harbor Statement

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What Sets Oracle Apart

Award-Winning Support

Proactive, Automated Support

Full Technology Stack Support

Lifetime Support

Ecosystem Support

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Oracle Premier Support

ProductEnhancements

and Updates

Advanced Customer Services

SolutionSupportCenter

Assessments& Testing

PriorityService

BusinessCritical

Assistance

AssistedServices

Advanced Support

Assistance

GlobalSupport

Infrastructure

Proactive,Automated

Support

Ecosystem

Support

Lifetime Support

Oracle Support Services Portfolio

Expert Services

Technical Account

Management

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Flexible Support OfferingsApplications Unlimited and Lifetime Support

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TAILORED FOR INDUSTRY, PROCESSES AND GEOGRAPHY

Applications Unlimited

ORACLE — SIEBEL — PEOPLESOFT — JD EDWARDS

• Continued Product Releases

• Customer Driven Product Roadmaps

• Dedicated Development Teams

• No Forced Upgrades

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Applications UnlimitedBest of Both Worlds

Unlimited

Unlimited

Unlimited

Unlimited

Version 9Version 9Version 8.9Version 8.9

Version 8.12Version 8.12Version 8.11Version 8.11

Version 12Version 12Version 11i.10Version 11i.10

Version A9Version A9Version A7.3 & A8.1

Version A7.3 & A8.1

UnlimitedVersion 8Version 8Version 7.8Version 7.8

FUSIONUnlimited

Latest ReleaseLatest Release Next ReleaseNext Release

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Bottom Line

Continued Product Releases• More Choice

Customer Driven Product Roadmaps• More Visibility

Dedicated Development Teams• More Value

No Forced Upgrades• More Time

For more informaton about your specific product release, visit Oracle.com:• oracle.com/applications/applications-unlimited.html

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Lifetime Support

• Applications Unlimited

• Lifetime Support Policy

• Business Drives Upgrade, Not Development

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

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Lifetime Support Policy

0 1 2 3 4 5 6 7 8 9 10

SustainingSupport

ExtendedSupport

PremierSupport

Unlimited

FROM 5 YEARS TO FOREVER

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FeatureFeature PremierPremierSupportSupport

ExtendedExtendedSupportSupport

SustainingSustainingSupportSupport

Major Product and Technology Releases

Technical Support

Access to Knowledge Base(MetaLink/SupportWeb)

Updates, Fixes and Security Alerts

Pre-existing Only

Tax, Legal and Regulatory Updates

No

Upgrade Scripts No

Certification with existing Third Party Products/Versions

No

Certification with New Third Party Products/Versions

No No

Certification with new Oracle Products

No

Lifetime Support Policy Deliverables

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Support Vision

Oracle Support Is Changing

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What’s Driving Our Change?

• Oracle’s focus on acquisition, industry consolidation and building the customer base.• Support is now a key strategic factor for the business • Requires a new focus on the customer experience• Customer satisfaction is a key measure• The support model and tools must be flexible• Must be able to assimilate new companies, products and

people quickly

• Acquired companies have brought additional best practices and support leadership to help drive the new corporate focus.

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Vision

In support of our corporate goal to become the Number One Software Company in the world, our support vision is to become a :

- Customer centric,value added support for customers that is the envy of the industry and maximizes customer ROI

- Efficient and effective support delivery that leverages the best technology, people and processes to exceed customer expectations while giving us the flexibility to adapt to various customer market segments

- A business that attracts, retains and grows the best support people in the industry

Pers

on

alize

d S

erv

ice G

lob

ally

Con

necte

d

Global Support

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Our Strategy – Stakeholder Value

Support Vision:

- Customer centric,value added support for customers that is the envy of the industry and maximizes customer ROI

- Efficient and effective support delivery that leverages the best technology, people and processes to exceed customer expectations while giving us the flexibility to adapt to various customer market segments

- A business that attracts, retains and grows the best support people in the industry

Strategy:

For our customers- Reduce the total cost of ownership- Enable competitive advantage leading to growth, profit

and long term success

For our business- Enable Oracle to become #1 software company in the

world- Maintain our industry leading support position

For our employees- Personal & professional growth- Fun, passion and pride- Quality of life- Market competitive compensation

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Industry Leadership

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Publications• Fortune• Business Week• Forbes• Information Week• eWeek

• Wall Street Journal (EMEA/APAC)

• Economist (EMEA/APAC)

23 Total Inserts

“An Outstanding Customer Service Experience”J.D. Power & Associates Certified Global Technology Service & Support

Oracle Support is Outstanding

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Why Certify?

• Enhances consistency in our service delivery across all our products and centers

• Provides the foundation for continuous best-practice process improvement

• Demonstrate Oracle’s commitment to service & support excellence

• Send a strong message of a new support culture• Create a rally point for all support employees• Recognition from the world’s most recognized

authority on customer satisfaction (JD Power and Associates)

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Customer Benefits

• New culture is customer-focused• Focus on metrics that benefit customers• Best in class technology• Improve and standardize the customer experience• Improve the value of Oracle support services

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Delivering a Superior Ownership Experience

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Oracle Customer Service Evolution

• Reactive• 517k calls/quarter• Inefficient

Call Center Internet Content Center

• 20M self-service searches/quarter

• 66k phone calls/quarter

• 90% online Service Requests

• Skills-based routing

Relationship Center

• Oracle CRM• 360 view

• Continuous Connection

• Online Collaboration

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Superior Ownership ExperienceIt pays to deliver …

Cost &Maintenance

Quality &Roadmap

RelationshipManagement

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CIO Advisory Board

Customer Surveys

Customer Care Services

User Groups

CAB’s

Fusion Strategy Council

Customer Events

Executive Sponsors

Product Quality & Roadmap

Cost & Maintenance

Relationship Management

Superior Ownership Experience

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It’s all about the Customer Relationship

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Customer Expectations of the Relationship

• High systems availability• Optimal systems performance• Easy installation and upgrade• Lower total cost of ownership• Faster problem resolution• Personalization• Proactive solutions

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Transactions vs. Interactions

Transaction — To drive through, carry through, accomplish, transact

• Knowledge base search• Log service request

Interaction — A mutual or reciprocal action or influence

• Collaborative support• Real-time response to service

request

Interactions engage the customer and evoke “conversations”

Value

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Changing the Conversation

Operational Efficiency

Transactions

Internal View

Anticipating Needs

Value Driven Interactions

Customer View

Relationships

Reaction

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Industry Shifts Driving Changing Relationships

Software as a ServiceConventional Software

ServicesProducts

Extended EnterpriseIn-House

Open SourceProprietary

Industry ConsolidationProliferation

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Direct Feedback to Development

• Provide customer feedback to development• Participate in development staff meetings• Collaborating on design for supportability

• 11g Diagnosabiity Infrastructure

• Customer satisfaction tracking

Customer Support Development Product

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FY 07 GCS Key Focus Areas

• Superior Ownership Experience / Customer Satisfaction

• Extending Knowledge Management• Consolidated Infrastructure • Employee Engagement• Resource Optimization

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Moving Forward

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Superior Ownership Experience Desired End State

From… To…

Transaction Focus Relationship Focus

Limited Development Engagement

Extensive Development Partnership

Product Problem Centric Service & Solution Centric

Individualistic, Linear Process

Collective Collaborative Process

Remote Support Virtual Proximity, Communities

Many Businesses & Different Experience

One Business with Consistent Customer Experience

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Extending Knowledge Management Desired End State

From… To…

Separate Knowledge bases (KB) uneven effectiveness

Integrated KB’s with High Yield & effectiveness

Aging KB Current, Relevant, Quality KB

Basic Self Service Usability Improved self service

usability

Limited Participation By Customers & Partners

Increased Participation By

customers & partners

Basic Personalization & Preventative Services

Established integration of

CSM configurations &

diagnostics with KM

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Consolidated Infrastructure Desired End State

From… To…

Multiple Web, Workflow systems

Single, State of the Art System

Multiple Reporting Systems Single Reporting System

Aggregated Businesses, different process models, internally focused

Single, Simplified process model, customer focused

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Employee Engagement Desired End State

From… To…

Informal development & career options

Clear Career Progression, focused investment

Inconsistent Reward & Recognition

Rewards match Expectations, Consistent and Timely recognition

Informal employee feedback Formal employee satisfaction and feedback program

Limited M&A involvement Direct involvement in M&A activities and best practices

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Resource Optimization Desired End State

From… To…

Multiple support organizations in different stages of globalization

Uniform globalization

Imbalance in resource & work distribution

More uniform match by SR type, affinity, resource skills

Established Expansion Centers

Optimization of Expansion Centers

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