Oracle Platinum Services: Roadmap & Latest Developments NEXT 15-MINUTE BRIEFING Oracle Platinum Services: Roadmap & Latest Developments

OpenWorld 2018 Oracle Platinum Services Roadmap & Latest Developments Christiana Gwin Product Manager, Premier Support Oracle Platinum Services October 25, 2018

Safe Harbor Statement 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 decisions. The development, release, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.

Program Agenda 1 Platinum Services Direction Oracle Platinum Services Roadmap How Are We Doing? Q & A 2 3 4

Program Agenda 1 Platinum Services Direction Oracle Platinum Services Roadmap How Are We Doing? Q & A 2 3 4

Oracle Platinum Services Platinum Services Direction Oracle Platinum Services is in its 6th year Our install base has thousands of systems and continues to grow yearly Our ongoing focus improving the consistency, quality, and efficiency of the service evolving the security model to address the increasingly complex needs of the market supporting customers’ changing compliance requirements

Program Agenda 1 Platinum Services Direction Oracle Platinum Services Roadmap How Are We Doing? Q & A 2 3 4

Implementation Netcheck Gateway Activation Automated Self Installation Recent Enhancements Netcheck Checks SSL VPN endpoints beyond basic connectivity Connected GWs enhanced to check newly updated SSL VPN IPs Gateway Activation improved UI interactive messaging Automated Self Installation Auto create PISR Improved customer/engineer interaction Future Enhancements Gateway Activation Add probes for GW create & SIW Enhance automation for GW build & SIW activation Automated Self Installation Enhance and improve password collection methods Introduce Bi-directional Netcheck, after password collection Add capability to edit CSV file during PISR creation

Monitoring and Resolution Recent Enhancements Gateway Health check Email notifications of failed checks, health check history, error definition Multiple Services on Gateway multiple services co-exist seamlessly improved event validation (EM12ASR) OEM 13c Integration Available on GW9 and beyond Auto SR Creation for Agent down Detect downed agents. In EA phase Future Enhancements Diagnostic data upload Node Eviction Monitoring Oracle Auto SR for SW v2 Proactive Health check Gateway Backups ASR for Service Health Gateway in the Cloud Notification center

Patching Patch Scheduling Pre-patch Automation Recent Enhancements Patch Scheduling For Exadata only, via customer portal; auto run Exachk; create patch SR Pre-patch Automation Enhanced UI, auto gen assessments & plans Patching Resource Module Can deploy multiple patches in parallel Patch Execution Auto CM ticket; new roles & deployment plans Future Enhancements Patch Automation Extend OEM deployment procs to Exalogic and SuperCluster; enhance parallel patching Patch Scheduling Tool Add functionality for other systems and for IPSEC customers; split patching support Patching Resource Module Enhance roles and functionality

Security, Certifications & Other Recent Enhancements Customer Password Management Credential management and optimized password grouping Customer Experience Dashboard Gateway version from customer portal Certified Platforms Certified new versions of Exadata, ZDLRA and SuperCluster Audits and Assessments Renewed (ISO, SSAE, HIPAA) as required to keep current. Future Enhancements Customer Password Management Bulk create credentials Two Factor Authentication Enable for Oracle employee GW access Safeguarding Platinum Operations Improve security of performed tasks Certifications, Audits/Assessments New platform versions: ZFS, Exadata Address any assessment gaps

Program Agenda 1 Platinum Services Direction Oracle Platinum Services Roadmap How Are We Doing? Q & A 2 3 4

How Are We Doing? Implementation Consistent drive toward automation and self-service Health check & Netcheck Increasingly interactive process (SIW, auto created implementation SRs) Interactive password management via customer portal Monitoring and Resolution Enhancing auto service request for SW for all supported systems Optimizing our categorized fault list to include node evictions and agent unreachable errors Enhancing our management of diagnostic file uploads

How Are We Doing? Patching 1500+ patching events per quarter CSAT for FY18 was 83% and we have recorded 82% for Q1FY19 Steady improvement in patching success rate 96.88% for Q1FY19, up from <94% during Q1FY18 Security & Certifications Worked to certify Privileged Session Mgt (Balabit); In EA phase Plans to review other auditing options for compatibility with our processes Continue to certify new platforms to expand our supported product family

Platinum Services Delivers Results More than 1,900 customers have adopted Platinum Services Maximize Availability & Performance Reduce Support Complexity Decrease IT Resource Requirements Proactive, integrated approach to sustaining system health Best practice configurations and patching Critical issue prevention 69% fewer bugs encountered 65% fewer sev 1 service requests 48% faster issue resolution time Single-vendor access to engineering expertise for complete Oracle stack Service Requests (SRs) opened automatically through monitoring Oracle performs patching when it’s best for your business 83% of SRs opened by Oracle Oracle experts perform support and maintenance services on your behalf at no extra cost 64% fewer escalations Note: Metrics cited are comparison of all Platinum systems compared to all non-Platinum ES; based on 6 month rolling average between Mar ‘18 and Aug ‘18 Note: All Bugged SRs are counted as Bugged only if SR has been ever put to "Development working" sub status and not as Bugged SR just because of bug is linked to it. “Oracle Platinum Services is very proactive, we love that it creates automatic service requests—support from other vendors doesn’t come close to our experience with Oracle Platinum Services.” Optimized IT support during and after migration by using Oracle Platinum Services and My Oracle Support, and minimized service request response times thanks to a single-vendor solution for hardware and software. “Oracle Platinum Services gives us seamless support. With their patching and monitoring our systems are more stable and secure. We no longer need a full team dedicated to monitoring. We reduced our costs and can now spend our time on innovation and achieving our business objectives.”

Program Agenda 1 Platinum Services direction Oracle Platinum Services Roadmap How are we doing? Q & A 2 3 4

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