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Oracle Premier Support – It’s all about Customer Value

To hear the audio portion of the meeting you must dial in to:

1-866-682-4770 (US and Canada)

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The conference code is 0413225,

and the passcode is 909090.

Voice/Web Streaming is not available.

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, and timing of any

features or functionality described for Oracle’s

products remains at the sole discretion of Oracle.

Agenda

• Transforming Oracle Support

• Maintaining System Stability

• My Oracle Support Portal

• My Oracle Support Configuration Manager

• My Oracle Support Community

• Support and Diagnostic Tools

• Lifetime Support

• Support Resources

• Q &A

Oracle Support Priorities

• Minimize system disruption through:

• Problem Avoidance

• resolving configuration and data issues that would

cause processes to fail

• Self Service Resolution

• resolving problems without the need to contact Oracle

Support

• Reduction in Resolution Time

• minimizing the time spent to resolve an issue

• System goes down

• You call Support

• You wait for Support to call

back

• Support calls you back

• You download and install a

patch

• System is eventually

recovered

Reactive

Proactive

Predictive

• Support notifies you of the

latest patches

• You figure out which

patches apply to your

system

• You download the new

patches

• You install the new patches

• System outage is averted

some of the time

• Specific software defect is

identified

• You are automatically

notified of the potential

problem & impact

• You’re offered a remedy

• You implement the

recommended remedy

• System outage is averted

most of the time

Support Maturity Model

Simplifying Complexity

Transforming the User Experience

6

Next Generation

Support Platform

Support

Communities

Configuration

Management

Support Innovations – My Oracle Support

Integration (AIA)

Personalized Knowledge

Easy to Navigate

Faster and More Efficient

Predictive/Proactive Support Advice

Faster Problem Resolution

Improved Systems Stability

Real-Time Collaboration

Web 2.0 Technologies

Extensive Expert Network

My Oracle Support

(https://support.oracle.com/)

Main Dashboard – Region Personalization & Options

Setting Region Display Attributes The pencil icon (available on most regions) allows you to specify what content is displayed in a region. For instance, in the Service Request region, you can modify the title,

number of items displayed, filter by created by me, and filter by

support identifier.

Edit

• Minimize or Maximize regions

• Expand Region to full screen

Displaying tabular information, you can sort information by any column, as well as change the width of columns. Some regions

also provide the option of selecting which columns are displayed as well as allowing you to copy the content of a region to the

system clipboard.

Drag and Drop

My Oracle Support Configuration Manager

A Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of issues that our customers might encounter. My Oracle Support utilizes core configuration management capabilities available from Oracle Enterprise Manager and provides:

• The ability to define configurations and organize projects

• A view of System details and changes

• Create, track, and status Service Requests

• Advanced Knowledge Management capabilities

• Proactive problem avoidance with HealthChecks

• Proactive Product and Security Alerts

Getting the most out of My Oracle Support

Getting Started

Quick access to Tips and Tricks. Many customizable

drop-in regions

Monitor System Health

Graphical view of system health & critical patches

based on your environment Graphical view of system health & critical patches

based on your environment

Manage System Inventory

Graphical view of system inventory.

Review System Information

Systems prioritized based on which system

configurations have critical issues needing attention

Personalized Knowledge

Targeted knowledge based on your specific system

configurations

Latest Information

Latest breaking news

Manage Service Requests

Personalized view of your service requests based on

what you need to do today

Monitor Projects

Manage your projects at a glance

Patch Planning

Identify and review patches specific to your

environment

Explore Available Knowledge

See document id 603505.1 for additional information on Knowledge Home and Searching

My Oracle Support Community

Engage Best Practices via collaborative support

environment

My Oracle Support Community

Recent content (discussions, documents, etc.)

Can be accessed via the Community Tab or directly through http://communities.oracle.com

Support Tools

• Change Assistant

• Support Assistant

• Performance Monitor

• Upgrade Wizard

• Application Deployment Manager

• Script Checker Utility

• Support Assistant

• Net Change Analyzer

• Change Assistant

• Change Impact Analyzer

• Performance Monitor

• EBusiness Diagnostic Support Pack

• Maintenance Wizard

• Patch Wizard

• Remote Diagnostic Agent (RDA)

• 300+ DBA Script Library

• ORA-600/7445 Lookup Tool

• Performance Tuning Tools (Linux and Unix only)

• SQL Tuning Scripts

Oracle’s Lifetime Support Policy Your Investment Protected For Life

FROM 5 YEARS TO FOREVER

0 1 2 3 4 5 6 7 8 9 10

Sustaining Support

Extended Support

Premier Support

Unlimited

Lifetime Support Policy Deliverables

Feature Premier

Support

Extended

Support

Sustaining

Support

Major Product and Technology Releases

Technical Support

Access to Knowledge Base

Updates, Fixes, Security Alerts and Critical Patch

Updates 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

http://www.oracle.com/support/lifetime-support-policy.html

Lifecycle Advisors

Lifecycle Advisors

Upgrade Advisors

Patch Advisors

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Additional Support Resources

Product Information Centers

• One Stop Shop for specific

Release information

• Upgrade Tools and Tips

• Critical Patch Updates

• Announcements

• Localizations

• E-Business Suite

• PeopleSoft

• JD Edwards

• Siebel

• Fusion Middleware

• Database

Customer Success Self-Assessment Get more value out of your Oracle investment

• 10-15min Complementary Online Survey on 5 Domains

• Strategy

• Process

• Technology

• People

• Governance

• Receive Personalized Benchmark Study

• Compares results to peers

• Provides advice on 25 good practice areas

• Recommends actions to improve practices

• Highlights Oracle services to assist in practice

improvements

• Navigate Oracle’s Customer Services

Catalog

• Complete portfolio of services across the

solution lifecycle (ITIL) on oracle.com

Oracle Customer Success Assessment

www.oracle.com/goto/customersuccess

Oracle Customer Services Catalog Complete portfolio of services covering the entire solution lifecycle

• Developed to assist customers in:

• Reducing total cost of ownership

• Lowering risk

• Improving business value

• Dynamic filtering and navigation to your required services:

• ITIL Phase

• Oracle Line of Business

• Alphabetical

• Summary descriptions of all support services:

• Click through to further detail

www.oracle.com/goto/servicescatalog

Transfer of Information (TOIs)

• TOI New Features online Training

• Available to Oracle Supported customers at product release.

• These online courses provide release-specific product knowledge that enables your functional and technical teams to plan, implement/upgrade and support Oracle Applications and Technology products effectively and efficiently.

• Available for: • Agile, Application Integration Architecture

(AIA), CRM On Demand, Demantra, Hyperion Performance Management, JD Edwards EnterpriseOne, JD Edwards World, Oracle E-Business Suite, Oracle Healthcare, Oracle Life Sciences, Oracle Retail, Oracle Transportation Management (OTM), Oracle Workforce Scheduling, PeopleSoft Enterprise, Social CRM, and Siebel.

• Document id 605155.1

Community Resources in Web 2.0 Connecting People to People not just People to a Portal

• My Oracle Support, Communities

• OTN Forums (http://forums.oracle.com/main.jspa?categoryID=84)

• Oracle Wiki (http://wiki.oracle.com)

• Oracle Blogs (http://blogs.oracle.com)

• Oracle Podcasts (http://www.oracle.com/podcasts/index.html)

• Oracle Newsletters (http://www.oracle.com/newsletters/index.html)

• Oracle Mix (https://mix.oracle.com/)

• AskTom (http://asktom.oracle.com)

• OracleCommunity.net (http://www.oraclecommunity.net/)

• User Groups (http://www.oracle.com/technology/community/user_groups/index.htm)

• Knowledge Base, Conf. Paper Archives, Forums, WebEvents, CABs, SIG’s, RUG’s and ER Voting System

Support Newsletters

• Support Newsletters enhance the

service experience with Oracle

Support by proactively providing

valuable information.

• News

• Technical Content

• Technical Updates

• Focuses on specific product areas

• View current newsletters through

document id 222.1

• (http://www.oracle.com/newsletters

/index.html)

• Subscriptions can be received via

email, subscribe through

www.oracle.com/goto/subscribe

Customer Education

• Oracle University (http://education.oracle.com/)

• Oracle By Example (http://www.oracle.com/technology/obe/start/index.html)

• Hundreds of step-by-step Tutorials

• Server Tech and BI only*

• Oracle Events (http://events.oracle.com/)

• Regional

• Webcasts – all archived and downloadable

• Advisor Webcasts (document id 875942.1)

• My Oracle Support schedule, recorded or archived for replay

• Process And Tools Webcasts

• Technical Webcasts

Oracle Support Services

http://www.oracle.com/support

Summary

• Get the most from My Oracle Support by using the Configuration

Manager and taking advantage of it’s proactive features including

healthchecks, alerts, patch advice, targeted knowledge, and

priority handling of your Service Request when you do experience

an issue.

• Customize your dashboard in the My Oracle Support portal to

view the information of most interest you every time you log in.

• Become involved in the My Oracle Support Community

• Explore the many Support Resources available today, including

the Support and Diagnostic Tools we reviewed today.

• Understand how the information in the Knowledge Base is

organized in order to find what you need more quickly and easily.

• Take advantage of both the Technical and Process and Tools

Advisor Webcasts.

Thank You !