Transcription

1

2

3

4

5

6

7

8

9

10 Oracle Premier Support Capabilities Next Gen Support My Oracle Support Portal Security & Product Alerts Healthchecks Oracle Configuration Manager Web 2.0 Support Communities OTN Forums Oracle Mix AskTom OracleCommunity.net UserGroups Embedded Diagnostics for DB 11g Database Control 11g Health Monitor 11g Fault Diagnosability Oracle EBS Diagnostics Application Setup Application Activity Application Data Collection Change Management Change Assistant (PSFT/JDE) Change Impact Analyzer (PSFT) Setup Manager (PSFT) Application Deployment Mgr (Siebel) Performance Management BEA Guardian Database Performance ( LTOM, OSW, HangFG) SQL Tuning Scripts (PL/SQL Profiler, TRCANALYZER, SQLTXPLAIN) Performance Monitor (PSFT/ JDE) Remote Diagnostics Agent Upgrade Management 10g and 11g Upgrade Companion Maintenance Wizard (EBS) R12 Resource Center Upgrade Wizard Benefits 80% more efficient patch management 40% faster service request resolution 30% faster service request creation 25% problem avoidance 25% productivity increase in IT staff 97% of problems resolved quicker with targeted knowledge 500+ tools on One Integrated Support Platform

11 Oracle Premier Support Resources World-wide Capital and Telecommunications Infrastructure More than 3,000 products covered in a support knowledgebase of more than 900,000 solutions, including more than 100,000 Oracle Sun support articles and documents Global Coverage that features 27 languages in 145 countries, with more than 15,500 combined Oracle and Sun service delivery experts. More than 80,000 My Oracle Support users with whom to exchange information and solutions Overall customer satisfaction has increased 10-15% for each Oracle acquisition* More than 140 online Oracle Support communities, including 13 new Oracle Sun product communities * Source: Oracle Global Relationship Survey and Oracle Support Transaction Survey

12 Support Innovations My Oracle Support Providing an Automated Support Experience Next Generation Support Platform Configuration Management Support Communities Personalized Knowledge Easy to Navigate Faster and More Efficient Predictive/Proactive Support Advice Faster Problem Resolution Improved Integration Systems (AIA) Stability Real-Time Collaboration Web 2.0 Technologies Extensive Expert Network

13 Oracle Transforming the Hardware Support Experience Immediate Improvement in Service Level for all Customers Focus on Oracle/Sun Technology Simplified Offerings Improved Web Interface with My Oracle Support Globally Standardized Processes and Systems Hiring of Thousands of Engineers to Deliver Highest Level of Service

14 Oracle Support Roadmap Insight, relationship, history, customer skill level, lifecycle Customer context Zero rediscovery Proactive and pre-emptive resolution Transform the Customer Experience Create and access relevant IP Consumable knowledge Collaboration Leverage skills in ecosystem to resolve complex issues

15 Business Model Over Time Updates & Support Grow as a % of Revenue 48% 31% 23% 19% 82% 18% = 22/122 52% 69% 77% 81% Cumulative Customer Investment in Oracle Over Time Above example reflects hypothetical new license sale with full adoption and renewal of support over a period of 20 years.

16 Advanced Customer Services Helping You Achieve the Highest Level of Operational Excellence Personalized, annualized support services for complex, mission critical IT environments Customized IT lifecycle solutions to solve unique challenges Operations management to efficiently manage your IT infrastructure Proven best practices and flexible approach Companies that rely on Oracle Advanced Customer Services include: 94% of the S&P Global 100 companies 94% of the Dow Jones STOXX 50* 78% of the global Fortune 100 companies 5 of the top 5 telecommunications companies 9 of the top 10 global banks 4 of the top 5 aerospace and defense companies And hundreds of small and mid size companies around the world * Europe's leading Blue-chip index for the Eurozone

17

18 Exadata Operations Management Customer Data Center 1 Flash card alert within Exadata storage cell 0 sec ACS Portal 2 Monitoring Alert & Auto SR generated instantly < 1 sec Customer Field Engineer ACS Engineer 3 4 ACS Engineer validates Exadata database is operating normally using Enterprise Manager ACS Engineer updates the SR and notifies the customer of incident < 5 min < 15 min ACS Control Tower Result = Zero unplanned downtime My Oracle Support Portal Premier Support Engineer Replacement card dispatched ACS Engineer coordinates with Field Engineer on card replacement ACS Engineer performs remote diagnostics, verification of card & closes SR < 30 min < 2 hr < 2.5 hr

19 Oracle University Classroom Training Customized Training Virtual Classroom Training Self-Study Online Training Real-time Hands-on Team/job-role focused Versatile Online Real-time Self-paced Ongoing reference Collaborative Interactive Save travel time, costs Save travel time, costs Traditional instructorled public or private training. Oracle User Adoption Services tailors content to match your business needs with the structure, schedule, and location or your choice. Same high quality as classroom training with the same expert instructors, content, and hands-on labs. With Self-Study CD-ROMs and the Knowledge Center, you can learn on your own. 4,000+ Course Titles, 24 languages 100+ Certification Programs 70+ Countries 500+ Global Education Partnerships Customized Learning Paths Job-Role Training

20 Oracle On Demand Why Oracle On Demand: Over 4.5 million users 90% of customers are on current releases 15,500 Oracle experts around the world World s largest Oracle cloud Ranked #2 in the Top 50 Best Managed Outsourcing Companies Ranked #3 overall in the Black Book Top 50 Green Outsourcing Vendors Received Outsourcing Center Excellence Award 2010

21 Customer Satisfaction Overall Support Services

22 Services Industry Leader Industry Firsts Best Embedded Product Support 2008 Services Industry Leader 2007 J.D. Power and Associates 2006 Service Excellence Awards Service Excellence in Mission Critical Support (SSPA) 2008 Best Value-Added Support 2007 Best Knowledge Management 2007 Service Innovation 2007 Multi-Vendor Support 2006 Support Hall of Fame 2005 Innovative Support 4 years 2002, WebStar 4 years AFCOM Best Data Center of the Year in 2005

23

24