2011 Oracle Corporation Proprietary and Confidential

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 Oracles products remains at the sole discretion of Oracle.

2011 Oracle Corporation Proprietary and Confidential

<Insert Picture Here>

Partner Support Overview for Partners

Customer Support Services Global Partner Operations March 16, 2011

Agenda

The Oracle Support Advantage Oracle Partner Support Business Guidelines Point of System Sale Attach Support Delivery My Oracle Support (MOS) Advanced Customer Services (ACS) Basic Hardware Services FAQs

<Insert Picture Here>

2011 Oracle Corporation Proprietary and Confidential

Oracle Customer Services

Enabling the success of your Oracle software and system investments through a
LIFECYCLE OF SERVICES

covering the complete

Oracle stack

2011 Oracle Corporation Proprietary and Confidential

Oracle Premier Support

Essential Support Services for Oracle Products

SOFTWARE

SYSTEMS

COMPLETE STACK SOLUTIONS

2011 Oracle Corporation Proprietary and Confidential

Integrated Support with a Single Point of Accountability

Consistent service across the Oracle solution stack, backed by a single level of 24/7 support covering all hardware and software elements Integrated support and updates through one service organization and one online support interface: My Oracle Support Accountability for the complete Oracle solution, combining the benefits of vendor-direct service with a single point of contact

2011 Oracle Corporation Proprietary and Confidential

Unparalleled Innovation for Long-term Business Success

Product enhancements fueled by over $4B per year in R&D investment and 29,000 Oracle product development engineers New software releases included in standard support coverage Lifetime Support to enable you to upgrade on your schedule Applications Unlimited and nextgeneration Fusion Applications Services innovation to maximize the value of your Oracle investment over time

2011 Oracle Corporation Proprietary and Confidential

Oracle Premier Support

Covered Components

For Servers and Storage Systems Hardware Firmware OS (Oracle Solaris and/or Oracle Linux) Oracle VM Operating Systems (any/all of the following) Oracle Solaris Oracle Linux Oracle VM Software (available for all Oracle software) Database Middleware Applications
2011 Oracle Corporation Proprietary and Confidential

Note: Support for additional, separately licensed software 9 is priced separately

 The Oracle Support Advantage Oracle Partner Support Business Guidelines Point of System Sale Attach Support Delivery My Oracle Support (MOS) Advanced Customer Services (ACS) Basic Hardware Services FAQs

<Insert Picture Here>

2011 Oracle Corporation Proprietary and Confidential

10

Partner Business Guidelines Resell Partner

Support Partner Pricing Quoting First Year Support

Support Partner Type

OPN FUDA Partners

Price % of Net
22% 12% 8%

Service Part to be utilized within the Oracle Partner Store and for Offline support Orders
A97163 SULS B58121 OPSS B58123 OPSOS

2nd Year Support Fee Calculation for Software and Hardware

Required on order submission Price to End customer - Net VAR Support x 10% uplift (VAD differs)

Partners can configure Hardware and 1 year Premier Support in Oracle Partner Store All other Support offerings must be taken through the offline support process:
http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html

Second year support must be quoted to the end customer by the VAR and submitted to Oracle on the Orderings docs by the VAD/VAR
Easiest way to calculate is by using the Support Calculator located on the OPN: http://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.html

Renewal is managed by Oracle to the end customer

2011 Oracle Corporation Proprietary and Confidential

11

<Insert Picture Here> The Oracle Support Advantage Oracle Support Offerings Oracle Partners Selling Oracle Support Point of System Sale Attach Support Delivery My Oracle Support (MOS) Advanced Customer Services (ACS) Basic Hardware Services FAQs

2011 Oracle Corporation Proprietary and Confidential

12

Point of Sale Support Attach

Make it Easier Attach Support automatically and seamless with every Hardware and Software Order
Configure, quote and order through the Oracle Partner Store 1 year Oracle Premier Support

Attach Support to Hardware manually with every Hardware and Software Order
Configure, quote and order Hardware and Software through the Oracle Partner Store Multiyear, Federal, Non-standard Support can be quoted, and ordered via the manual offline process: http://www.oracle.com/partners/secure/sales/partner-orderingportal/oracle-partner-store-194347.html 1 Purchase Order or 2 Purchase Orders are accepted to accommodate customer needs

Attach Support after the Hardware Order is placed but within 30 Days of ship date
No penalties Serial numbers are available Submit via offline order process

2011 Oracle Corporation Proprietary and Confidential

13

<Insert Picture Here> The Oracle Support Advantage Oracle Support Offerings Oracle Partners Selling Oracle Support Oracle Partner Support Business Guidelines Point of System Sale Attach Support Delivery My Oracle Support (MOS) Advanced Customer Services (ACS) Basic Hardware Services FAQs

2011 Oracle Corporation Proprietary and Confidential

14

My Oracle Support (MOS): Introduction

Oracle Support Portal used by 300,000 customers
Service Request (SR) processing Search for tips and techniques Download software patches and updates Use general system health checks and diagnostic tools Check certified platforms and software obsolescence Get answers through customer support forums Integrated with Enterprise Manager

Feature
Personalized Knowledge Management

Customer Benefit
25% problems avoided

Simplified Incident (SR) Management

30% faster Service request creation 40% faster problem resolution

Proactive Problem Management

2011 Oracle Corporation Proprietary and Confidential

15

Support Welcome Letter

Dear [Customer Contact] We would like to thank you for your purchase of Oracle products and services and assure you that Oracle Support Services is committed to protecting the investment you have made. If you are new to Oracle Support Services, please visit our website at http://www.oracle.com/support where you will find information to assist you, including service descriptions, technical support policies, support news and events, and internet seminars. To register for My Oracle Support, please use your Customer Support Identifier (CSI) number xxxxxxxx. If you are already a registered user, please add the CSI number(s) above to your existing My Oracle Support user profile (click on 'Profile' then add the CSI under Support Identifiers and Privileges). As the technical contact for [Customer Name], you are the person designated within your organization who may contact Oracle Support Services to resolve technical issues. If your order with Oracle allows international deployment of licenses to your subsidiaries and related companies outside the ordering country please communicate the relevant CSI number(s) above to persons in those countries who will be technical contacts with Oracle. Please record your assigned Customer Support Identification (CSI) number. Your CSI number identifies your organization, product information, and service level to Oracle Support Services.

2011 Oracle Corporation Proprietary and Confidential

16

<Insert Picture Here> The Oracle Support Advantage Oracle Support Offerings Oracle Partners Selling Oracle Support Oracle Partner Support Business Guidelines Point of System Sale Attach Support Delivery My Oracle Support (MOS) Advanced Customer Services (ACS) Basic Hardware Services FAQs

2011 Oracle Corporation Proprietary and Confidential

17

Advanced Customer Services

Hardware Installations Oracle Standard Installation (OSI)

Solution Description: Oracle Service experts deliver comprehensive installation, configuration and testing services to shorten time to deployment and enhance new server and storage stability and performance. Oracle Standard Installation, or OSI, replaces Suns legacy Enterprise Installation Services, or EIS Current Ordering Process: Manual workaround via ACS in place http://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htm

Coming Soon! OSI will be added to the Configurator and OPS in Q4. Detailed information and training will be coming in the following weeks
Key Points about OSI Service Offering:
OSI parts are available for hardware systems and options New parts being released to allow Upgrades via OSI services Software services are currently managed as T&M only through ACS

2011 Oracle Corporation Proprietary and Confidential

18

Advanced Customer Services

Onsite Spares

Solution Description: Running mission critical applications requires world-class, proactive service and support options to help drive the highest system availability. Oracle Advanced Customer Services Onsite Spares is a secure, up-to-date spare parts program tailored to customer-specific system configurations and optimized to meet critical business requirements Ordering Process: Onsite Spares is ordered via ACS Sales by contacting acsdirect_us@oracle.com Key Points about Onsite Spares: Oracle engineers perform a periodic cycle count and inventory purge process, so all parts kits remain current. Oracle Onsite Spares customers also receive automatic notification of Field Change Orders (FCOs) and documentation of actions taken Spare parts are the property of Oracle and only the service fee is budgeted by the client. As the data center is refreshed the spare part inventory can be refreshed through the Onsite Spares service Onsite Spares is an addition to Premier Support and is co-terminous with the support agreement for the system(s)
2011 Oracle Corporation Proprietary and Confidential
19

Advanced Customer Services

Customer Replaceable Unit (CRU) Installation Services

Solution Description: Access to the right skills and parts is essential during a system outage or when faced with defective devices in the data center. Get the technical expertise you need whether it is for server, storage, or network devices. Oracle Customer Replaceable Unit Service provides a qualified system expert on site to replace defective units and assess, test, document, and handover the repaired item with newly installed parts. Ordering Process: CRU Installation Services are ordered via ACS Sales by
contacting acsdirect_us@oracle.com

Key Points about CRU Installation Services:

One time CRU installation Bundle of CRU installation hours

2011 Oracle Corporation Proprietary and Confidential

20

Advanced Customer Services

Premier Support Qualification Service (PSQS)

Solution Description: Its not uncommon for IT departments to merge, for server and storage systems to relocate, and for equipment on lease from other departments or even an acquisition to show up in the datacenter. To get the most business value and avoid introducing risk into the IT environment, these systems need to be serviced and supported. Oracle Premier Support Qualification investigates system reliability and qualifies systems to be covered under an Oracle support agreement. Ordering Process: PSQS is ordered via ACS Sales by contacting acsdirect_us@oracle.com Key Points about PSQS:
Standardized pricing based on hardware system Service deliverable includes certificate of Pass or Fail for Premier Support Failed Certificate will include detail on what actions need to be taken to bring the system into compliance and current support levels

2011 Oracle Corporation Proprietary and Confidential

21

 The Oracle Support Advantage Oracle Partner Support Business Guidelines Point of System Sale Attach Support Delivery My Oracle Support (MOS) Advanced Customer Services (ACS) Basic Hardware Services FAQs

<Insert Picture Here>

2011 Oracle Corporation Proprietary and Confidential

22

FAQs
General How does a Partner become a Support or Renewal Partner?
Oracle's business strategy is to sell and deliver support services directly to end users. Oracle may determine in some situations that for business reasons that it is necessary to engage with a support partner to sell and/or deliver support services directly to end users. In those situations Oracle will identify the partner(s) that are available to provide support services for Oracle products

Can a VAR or VAD issue a support Purchase Order without serial numbers for first year support?
Yes. Via the offline support process. Once the hardware ships and serial numbers known the CQT will author the support contract and send to the customer for signature. Process training is available: http://www.oracle.com/partners/secure/sales/partnerordering-portal/oracle-partner-store-194347.html

Can a single Purchase Order for support and product be issued at the same time for first year support?
Yes. A single or separate Purchase Order can be issued

2011 Oracle Corporation Proprietary and Confidential

23

FAQs
Point of Sale Attach What are the benefits of attaching support at point of sale?
Attaching services at point of sale is important for: Ensuring that our customers always have the right level of support from Oracle Guaranteeing that the customer has ongoing support, as well as any Advanced Customer Services Allowing Oracle and the OPN PartnerNetwork to focus on the customer to manage their Oracle stack proactively, and be a key advisor to customers for future growth

What are the possible consequences of failing to attach a Support contract at point of sale?
A customer may incur reinstatement fees, back support fees, and possibly requalification fees. This may vary by situation

What is Oracle's policy on re-certification?

In the event that technical support lapses for more than 90 days or was not purchased at the time of hardware sale, or if technical support was never acquired, then a customers hardware system must be qualified as service-ready before technical support can be reinstated. Please refer to the Oracle Hardware and Systems Support Policy for more information

2011 Oracle Corporation Proprietary and Confidential

24

FAQs
Partner Installation Services What are some of the key benefits in Partners performing hardware installations using Oracle's Enterprise Installation Standards (EIS) methodology?
Whether delivered by Oracle directly or by a qualified Partner, a high-quality system installation using standardized best practices benefits the customer by reducing cost and time to deployment and providing the foundation for enhanced stability and performance. Oracle does not collect any direct revenue from Partners when they perform an installation according to EIS methodology, though the indirect benefits from a support and customer experience standpoint remain. Likewise, the ability to sell and provide system installations using Enterprise Installation Standards methodology is a significant part of the Partner value proposition as well

Where can I get more information on partner installation services under OPN?
For more information on Oracle PartnerNetwork Specialization, please visit: http://www.oracle.com/partners/en/opn-program/specialize/index.html

2011 Oracle Corporation Proprietary and Confidential

25

FAQs
Exadata How do we handle Exadata/Exalogic deals which are partner sold in the indirect countries where Oracle cannot provide on-site field services and the Partner is contracting directly with the end user?
Although the Exadata/Exalogic support and contracting model is primarily direct, we do have a number of cases where partners in indirect countries are priming these types of deals. Although no formal model has been put in place yet, the Field Delivery model for indirect countries is being used by the Regions with a few modifications: Partner contracts with the end user customer Partner signs backline Premier Support contract with Oracle Spare parts are purchased by the Partner as per the Field Delivery Addendum Partner engineers are required to attend the appropriate training End User customer contacts the Exadata Enterprise Support Team (EEST) with technical issues. EEST performs triage and if required a Partner engineer is dispatched for on-site interventions Customer Services VP Approval of specific deal and model required Note: In a direct country Exadata support is direct with Oracle

2011 Oracle Corporation Proprietary and Confidential

26

Resources
Oracle PartnerNetwork (OPN): http://www.oracle.com/partners/index.html OPN Specialized Training Modules: http://www.oracle.com/partners/en/most-popular-resources/specialized-training034839.htm Oracle Partner Store (OPS): http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partnerstore-194347.html 2nd Year Support Calculator: http://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator196404.html My Oracle Support (MOS): http://www.oracle.com/us/support/index.html http://www.oracle.com/us/support/software/premier/my-oracle-support-068523.html MOS Welcome Center: http://www.oracle.com/us/support/044752.html

Support Partner Questions: Support-Partner-Questions_ww@oracle.com

Installation Quote to Order Questions: OSI_Partner_Support_ww@oracle.com

2011 Oracle Corporation Proprietary and Confidential

27

Q&A

Questions? Support-Partner-Questions_ww@oracle.com

2011 Oracle Corporation Proprietary and Confidential

28

 2011 Oracle Corporation Proprietary and Confidential

29

oracle.com/support

2011 Oracle Corporation Proprietary and Confidential

30