<Insert Picture Here>

Eastern States OAUGNorth Caroline HUG

July 31, 2009

RDU International Airport

My Oracle Support Unified Support Platform nearing completion – are you ready?

Joanne Nolan

Regional Support Advocate

Joanne.Nolan@Oracle.com

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 decision. The

Safe Harbor Statement

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relied upon in making purchasing decision. The

development, release, and timing of any features

or functionality described for Oracle’s products

remains at the sole discretion of Oracle.

APPLICATIONS TECHNOLOGYEnterprise

Deals

Legislated &

Regulated

Industries

Project-intensive

Industries

Insurance

Industry

Retail

Industry

Enterprise

Deals

Performance

Management

Identity

Management

(pending)

(pending)

Oracle’s Strategy: Continue to Invest in Customer Choice

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Industry

Comms

Industry

Banking

Industry

Utilities

Industry

Manufacturing

Industries

Content

Management

Middleware

Management

Database

Systems

Management

Improve Business

ValueReduce Cost

Customer Success

Minimize Risk

Oracle Customer Services – Our Mission

� Drive better business results

through better software

utilization

� Accelerate new product and

� Reduce IT project failure rate

� Eliminate business disruption

and single points of failure

� Improve change management

� Drive down labor costs

through better systems

management and

maintenance across the

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+ +

� Accelerate new product and

technology adoption

� Drive competitiveness

through better productivity

� Improve ease of doing

business with relationship

focus and sound processes

� Enhance speed and agility

� Improve change management

� Enhance security

� Leverage industry and Oracle

best practices to optimize

results

� Offer extensive technical and

end-user training

entire IT solution lifecycle

� Reduce IT asset cost through better utilization

� Eliminate complexity via horizontal and vertical integration

� Provide clear accountability and governance

My Oracle Support - The Journey

SupportWeb

eSupport

Customer Connection

eBiz

Clarify

Customer 1

Unified Support Platform

Next Generation Support Platform

• Personalized & Proactive Services

• Embedded Configuration Management

• Extensive Knowledge Base &

Communities

5

MetaLink

e-Support

Other Legacy Support Platforms

Customer 1

ITS

Siebel Call Centre

Outcome: Customer Success

• 25% problems avoided

• 40% faster problem resolution

• 30% faster service request creation

• 97% of problems resolved quicker with

targeted knowledge

Next Generation Support Platform

KnowledgeManagement

GuidedSearch

Customer

Communities

My Oracle Support User

6

Support Engineer

Configurations

Healthchecks

System View

Projects ReportingService Request

Classic MetaLink (to be retired)

My Oracle Support

MetaLink Infrastructure (to be retired)

Ph

ase

2

Cimmetry

Customer Migration Plan

We are here as

Legacy

Systems

Retire

7

My Oracle Support

My Oracle Support Infrastructure

MetaLink 3

Timeline set

Timeline to be confirmed

We are here as of Jan 1, 2009

Upgrade to My Oracle Support

Final Customer Migration

BenefitsSupport Experience

• Faster problem resolution

• Simplified support experience

Next Generation Support Platform

• Avoid known problems

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• Avoid known problems

• Improve system stability

• Real-time collaboration

• Connect with Oracle experts

My Oracle Support

Graphical

View of

System

Health and

Critical

Patches

Based on

Your

Environment

Graphical

View of

Inventory

and Usage

Systems Are

Prioritized

Based On Which

System

Configurations

Page and Regions

Refreshed

Dynamically Real-

Time

Personalized View Of

Your Service

Requests

Based On What You

Need To Do Today

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and Usage

Quick Access

to Tips and

Tricks. Many

Customizable

Drop In

Regions

Latest

Breaking

News

Configurations

Have Critical Issues

Needing Attention

Targeted

Knowledge

Based On Your

Specific System

Configurations

Manage Your

Projects At A

Glance

Planned Enhancements

• Next generation user interface

• Extended content subscription – Hot Topics

• Knowledge filtering and browsing improvements

• Search result refinements

• Configuration driven product alerts

If you are coming from MetaLink 3 (Siebel, Hyperion, PeopleSoft, JD Edwards)If you are coming from MetaLink 3 (Siebel, Hyperion, PeopleSoft, JD Edwards)

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• Configuration driven product alerts

• Configuration inventory reports

• Disconnected mode configuration upload

• Multi-language user interface

• Targeted knowledge during service request creation

Planned Changes & Enhancements

• Login and Registration change to Oracle SSO

• Product Certification redesign

• Healthcheck and Patch Advice enhancements

• Sub-Accounts retire

• Classic MetaLink retires

If you are coming from Classic MetaLink or current My Oracle SupportIf you are coming from Classic MetaLink or current My Oracle Support

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• Classic MetaLink retires

• SR history and numbering change

• SR header and status change with new back end

• Download covers patching for all product families

Oracle Community at large– Power in Numbers

10+ Million strong and growing

Communities

OracleUser

Groups

My Oracle Support Community

Oracle Community –Expansive Membership

More Channels = More Knowledge

Moderated by Oracle Support

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Customer &

Partners

Groups

OraclePartner Network

Oracle Mix

Oracle Blogs

Oracle Wiki

Oracle Technology Network (OTN) /

OSpace

Oracle Customers and Partners are

encouraged to be members of multiple Oracle CommunitiesCustomer and Partner Driven

– Participate in the Community Evolution

My Oracle Support CommunityContinue to Expand Product Coverage

Oracle Database

Oracle MiddlewareOracle

13

February May - SeptemberMarch April

Oracle E-Business Suite

Oracle Middleware Apps

2009

Getting Prepared

• Test your Flash readiness

• Adobe Flash checker page

• Download latest Flash version if needed

• Look for and read upcoming announcements

• E-mails

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• E-mails

• MetaLink 3 News and Notes

• Classic MetaLink Headlines

• Participate in My Oracle Support training

Training

• Classic MetaLink or current My Oracle Support users

• Live training for Classic MetaLink users is available today.

See Note ID 418295.1 for schedule.

• Recorded training is available on My Oracle Support in the

Video Training section of Help

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• MetaLink 3 users

• Multiple live training sessions and recorded training will be

available two weeks prior to the upgrade of MetaLink 3

Getting Customers Started…key links

Customers who are blocked from using Flash Player

• Request network administrator to allow content from *.oracle.com

Customers with Flash Player security concerns

• http://www.adobe.com/products/flashplayer/security/

Customers who need newer version of Flash Player

• www.adobe.com/go/getflashplayer

More information on Flash Player administration

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More information on Flash Player administration

• http://www.adobe.com/devnet/flashplayer/articles/flash_player_admin_guide.html

• http://www.adobe.com/products/flashplayer/

Getting Customers Started…key links

MetaLink 3 Upgrade to My Oracle Support

• MetaLink 3 Upgrade to My Oracle Support Information Page (DocID 789174.1)

• MetaLink 3 Upgrade to My Oracle Support FAQ (DocID 789879.1)

Classic MetaLink Retirement

• Classic MetaLink and My Oracle Support Transition Information Page (DocID841061.1)

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• Classic MetaLink and My Oracle Support Transition FAQ (DocID 841055.1)

Getting Customers Started

My company does not allow a Flash plug-in, what should I do?• Some employers prohibit Flash out of fear that it will be used for video (consuming excessive bandwidth)

or games (consuming work time). If you want Flash to access My Oracle Support, you may find that your company will grant an exception for this business use. For example, a firewall blocking all Flash could be configured to allow Flash from Oracle. To allow My Oracle Support content, ask your administrator to allow *.swf from *.oracle.com domains.

• If you're restricted from installing software on your computer, then contact your system administrator and request an installation or upgrade. Most organizations need some lead-time to schedule installs as part of their regular update services.

My company policy doesn’t allow Flash based upon our current security policies, what can I do?

• Your network administrators and security teams may need to review the latest information about Flash player security from Adobe. This page has links to help your administrators control security and privacy controls in the player. This includes setting the flash player to only work with trusted locations and

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controls in the player. This includes setting the flash player to only work with trusted locations and applications. This can be set to restrict access to *.oracle.com. Your company’s administrators can provide specific restrictions that should comply with the security policies your company wishes to enforce.

• In addition, Adobe posts updates and bulletins for its products to address specific security concerns or vulnerabilities.

What about Oracle’s security practices?• Oracle posts its Technical Support Policies, which includes links to Oracle’s Privacy Policy and Global

Customer Support Security Practices. All can be found www.oracle.com and http://www.oracle.com/support/policies.html.

I have other questions about Flash and My Oracle Support. Where can I get more information?

• The login page has a link to our FAQ, which provide answers to most questions about Flash, as well as providing information for registering new users and accessibility..

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