Advanced Support Services: Maximizing the Performance and Health of Your Systems Juan Jones Vice President Global Support Services Oracle Corporation Session id: 40138

Oracle Support Services Evolution Reactive 2M Calls  5% Online SRs Call Center Internet Content Center Self-Service 225k Calls 90% Online SRs 30% Fewer SRs 80M Interactions Resolution time reduced 41% Customer Centric Svs Proactive Reduce SR backlog 40% reduction Avoid problems Prod Assessments Healthchecks Build better products

Service Request Diagnosis For All Customers Knowledge Base Addresses 59% of Incoming Queries System Parameter, Software Maintenance & Data Issues (10%) Patch Downloads (58%) Usage 28% Configuration 68% Defects 5% Proactive Problem Avoidance Usability & Documentation Defect Analysis

Service Request Diagnosis Resolved in Knowledge Base 63.5% UsageConfigurationDefects 30%67%2% Usability Patch Downloads (33%) and System, Parameter, Defect Documentation Software Maintenance Analysis and Data Issues (34%) Proactive Problem Avoidance EXAMPLE

Instrumentation  RDA (Remote Diagnostic Agent)  Gathers detailed information about Oracle environment  Faster, better problem routing  Problem solving agents embedded in software  Context sensitive problem determination and analysis  Access databases for answers  Capture environment that triggered issue  10% of Services Requests via RDA

 Faster Resolution Time – On Demand Connection – Online Collaboration – Customer access to scripts, tools and instruments  Proactive Service – Persistent Connection – System monitoring and maintenance  6,000 ODC connections/month  40% faster resolution of Service Requests Oracle DirectConnect™ ( ODC )

Lifecycle Management  Software sale  Initialization - standardize – Predictable outcome  Implementation  Transition - standardize – Supportable application  Production  Upgrades/New Modules  3 escalated EBSO customers out of 168 in production

Change Management Program  Best practices from Outsourcing operations  Combination of business flow capture and technical assessments  Increase testing yield and systems availability for non-Outsourced customers  Leverage investment by staying current with Oracle product releases  81% of all issues identified in current testing program are classified as having “Significant Customer Production Impact”

Improved Customer Satisfaction  91% of customers rate Oracle Product Services as average to excellent*  Over 85% of customers would consider being a reference for Oracle Product Services** * Source: Morgan Stanley/IOUG Survey, April 2002; 502 respondents ** Source: Oracle survey, December 2002, 5,000 global respondants

Industry Recognition  WebStar Service Award, Software Service Professionals Association (SSPA), April, 2003  Innovative Support, Software Service Professionals Association (SSPA), September 2002  2002 Supplier Award, Boeing Corporation

“Giga applauds the thinking that has gone into the “new and improved” Oracle Support Services. Oracle has adopted a philosophy of service and support that is much more customer-centric than it was before.” New Oracle Support: Reengineering the Process Byron Miller, Giga Information Group, October 2002 Industry Recognition

“The most significant change seems to be in culture...According to a few large customers, the result has been that “development is much more responsive” and Oracle is putting major effort into quality, usability, and maintainability issues.” Can the Internet Change Everything for Oracle Support? Bill Swanton, AMR Research, October 2002 Industry Recognition

“… Forrester's take? Given that Oracle has grown its customer base during that period, it's a testimony to how seriously Oracle has heard its customers' concerns.” The Organic IT Voyage: Forrester Grapevine Laurie Orlov, Forrester Research, October, 2002 Industry Recognition

Summary  Oracle Support Services is automating, standardizing and using proactive services to better support today’s complex environments  Oracle experts are sharing responsibility for customer software environments  Oracle uses customer knowledge to build and deliver better products and services.

Next Steps….  See Your Business in Our Software – Visit the DEMOgrounds to see Support tools in action  OracleMetaLink/ODC  Diagnostic tools  Healthchecks – Ask Oracle in the DEMOgrounds  Staffed by Support and Consulting experts  Learn how to fully leverage your Oracle Support service by attending our Internet Seminars: –

Reminder – please complete the OracleWorld online session survey Thank you.