Jack Malloch Product Service Advisor Global Support Services

Oracle Support Services Evolution Reactive 2M New Calls (SRs)  5% Online SRs Call Center Internet Content Center Self-Service 225K New Calls 95% New SRs Online 30% Fewer total SRs 100M web knowledge Interactions Customer Centric Svcs Proactive Problem avoidance through Healthchecks & Diagnostics Closed loop feedback to engineer better products Increased Cust Sat

What Sets Oracle Apart Award-Winning Support Global Reach and Size – Scale Matters in the Support Business Technology Leadership Advanced Support Technologies Support of Full Technology Stack Lifetime Support Policy – Comprehensive, Simple and Predictable

Introducing Oracle Premier Support

Rights to Fusion Applications Global Reach Advanced Support Technologies Award-winning, world-class support Continuous Product Enhancements Global Support for Rapid Resolution Key Elements of Premier Support The largest, most advanced support organization in the world.

Product Service Advisors  Continuously improve the relationship between Global Product Support and our customers.  Work to effectively prepare our internal and external customers with education, knowledge, tools and resources.  Ensure rapid, effective adoption and execution of the support programs designed to ensure customer success.

 New MetaLink UI – Features  Oracle Security Patch Updates  Finding critical and recommended Patches  “Maintenance Wizard” (Upgrade Assistance for )  Escalation Process Resources, Tools, And Best Practices

New and Improved MetaLink User Interface

New User Interface - Features  Login/Logout capability  Tab/Subtab Hierarchy Improved and simplified navigation More “real estate” for viewing articles  Improved “Quick Search” capabilities

New User Interface

New Quick Search Capability  Value to you: Get the exact answers you need Save time  Search in all categories (like original “Basic” search)  Or search in specific categories Knowledge Base Bug Database Technical Forums  Or by a specific ID # Knowledge Base Document ID # Service Request # Error Code Patch #

New Quick Search Capability

Quick References for MetaLink Basics Revised On Demand Seminars – due in Feb ’06 In MetaLink, first click “Help” Next click “Global Help”

Upcoming Internet Seminars  24-Jan Working Effectively with Support  25-Jan Support Diagnostic for E-Business Suite 11i - Basic (3 time slots available)  26-Jan Introduction to MetaLink  01-Feb-2006 – MetaLink My Configs & Projects  07-Feb Introduction to MetaLink  08-Feb Support Diagnostic for E-Business Suite 11i - Advanced (3 time slots available)  09-Feb Working Effectively with Support  15-Feb Advanced MetaLink

Oracle Security Patch Updates

Critical Patch Update for Jan ‘06  See News & Notes in MetaLink “My Headlines”  Look for announcements as well  Overview and FAQ documents Note: Oracle Critical Patch Update January 2006 Advisory Note Critical Patch Update - January 2006 FAQ Note Critical Patch Update Program General FAQ Note Security Alerts and Critical Patch Updates FAQ

Critical Patch Update Documentation Documents related to CPUJan for all the key info and details  Note : Documentation Map  Note : Oracle CPUJan2006 Pre-Installation for Oracle Application Server  Note : Oracle CPUJan2006 Pre-Installation for Oracle Collaboration Suite  Note : Oracle CPUJan2006 Pre-Installation for Oracle Database  Note : Oracle CPUJan2006 Pre-Installation for Oracle E-Business Suite  Note : Oracle CPUJan2006 Pre-Installation for Oracle Enterprise Manager Grid Control  Note : Oracle CPUJan2006 FAQ

Finding Critical and Recommended Patches

Searching for Patches

Finding Recommended Patches

Cursor over Product Opens detail links

Maintenance Wizard For Upgrade Assistance

Benefits:  Guides you through the maintenance and upgrade processes  Identifies prerequisite tasks, preventing any “out of order” possibilities  Critical patch identification to prevent accidental omission  Automatically installs many required patches  Presents maintenance and upgrades as step by step processes Steps can be automated Steps are customizable based on Customer Instance or criteria Steps can be copied from one project to another Validates and tracks completion of each step Maintains a log and status  Provides a user responsibility model with assignment of tasks  Confirmation and documentation of your successful upgrade The Maintenance Wizard

Features:  Oracle Application Upgrade 10.7, , 11i to  Oracle Database Upgrade to , 9.0.1, to 10.1  Multi-Tier-Platform capability Sun Solaris, HP, AIX, Linux, TRU-64  Secured Remote Access - Remote Shell (RSH), Secured Shell (SSH)  Define roles, assign tasks – Sysadmin, Project Admin, Engineer  Live Progress Reports, Historical Data, Timing Reports, Downtime requirement Reports  Patch analysis; live updates from MetaLink; refresh an instance from another instance The Maintenance Wizard

Maintenance Wizard for Upgrades More info and links to download the Maintenance Wizard Tool

Maintenance Wizard for Upgrades Also can be found in the Knowledge Browser

Maintenance Wizard for Upgrades This FAQ is frequently updated

Maintenance Wizard for Upgrades Frequently updated

Maintenance Wizard for Upgrades Note contains links to reference documents and instructional videos

Maintenance Wizard for Upgrades The demos will walk you through each step in using the Maintenance Wizard for upgrades

Maintenance Wizard for Upgrades This report tracks every step of the upgrade from start to finish Tracks roles assigned, actions completed, time taken, etc. for each step

Reference: To download the latest version of the Maintenance Wizard from MetaLink, see Master Reference ListMaintenance Wizard  MetaLink Note To review Frequently Asked Questions:  MetaLink Note The Maintenance Wizard

Escalations Bringing Management Attention to your Service Request

Escalation Process Support Representative Manager / Escalation Manager Senior Manager or Director V.P. or Executive Customer Call US: Other Global Support Hot Lines:

Escalation Process Note

Summary  Access MetaLink  Use My Headlines to keep up to date  Check out the latest Security Patch Updates  Use the tools in Patches & Updates to find critical and recommended patches  Take advantage of the Maintenance Wizard tool for Applications upgrades  Implement the Escalation Process when necessary  Provide feedback to help us keep improving MetaLink

Quick Reference  MetaLink: WEWS User Guide – Doc ID: RDA Info – Doc ID: Diagnostic Tests Catalog Escalation Process – Doc ID:  Severity Definitions and Support Policies:  OWC Website: conference.oracle.com conference.oracle.com Quick Tutorial – located in the Quicklinks box on the right

41 Oracle Support Services oracle.com/support

A Q & Q U E S T I O N S A N S W E R S