<Insert Picture Here>

Oracle Premier Support Services

Jafar Alomari

Services Sales Director,

Oracle Middle East & Africa

Copyright© 2009, Oracle. All rights reserved.

Agenda

• Global Customer Service Delivery Channels

• Oracle Support Portfolio

• Support Contract

• Renewal Team Activity Timeline

• Lifetime Support Policy?

• Pricing of Extended Support and Sustaining Support

• Fee Waivers and Exceptions for Several Products

• Informational Resources for Lifetime Support Policy

• Q&A

Global Customer Service Delivery Channels

OracleUniversity

AdvancedCustomerServices

On DemandOracle

Support

Service Capabilities

Providing High Value Service Solutions

Oracle Services Delivery Channels

Oracle Customers

Service Engineering, Biz Ops & All Other Cross LOB Functions

Oracle Premier Support

ProductEnhancements

and Updates

Advanced Customer Services

GlobalSupport

Infrastructure

Proactive,Automated

Support

Ecosystem

Support

Lifetime Support

Oracle Support Portfolio

SolutionSupportCenter

Assessments& Testing

PriorityService

BusinessCritical

Assistance

AssistedServices

Advanced Support

Assistance

Technical Account

Management

Expert Services(Siebel)

The Customer’s Support Investment at

Work - Software

• Software Update Licenses and Product

Support

• Unlimited product updates & upgrades

• Complete Product Support

• World-Class KnowledgeBase

• Personalized Problem Resolution

• 24x7 Software Management Assistance

• Upgrade Assistance

• Proactive Advice

Software Updates

Product Support

22% of Net License

Premier Support - SYSTEMS

Offerings Description

Premier Support for

Operating

Systems

8% of net hardware transaction• Covers Solaris, Oracle Enterprise Linux, and Oracle VM on Sun

hardware

• 1 hour remote response 24x7

Premier Support for

Systems

12% of net hardware transaction• Covers a complete Sun System including Hardware, Solaris,

Oracle Enterprise Linux, and Oracle VM)

• 2 hour onsite response 24x7 for P1 issues.*

* Available for locations within 25 miles of a Systems Service Center. View eSource for specific locations.

Onsite Response Time Details - Systems

• Timeframe begins once issue has been diagnosed and Oracle

has determined onsite response is required

• Priority 3 Response

• NBD from the close of local business hours or at a later mutually

convenient time (such as a scheduled maintenance window)

Service Center

25 Miles: 2 hours

26-49 Miles: 4 hours

>50 Miles: Next Day

Priority 1 Response

Service Center

25 Miles: 4 hours

26-49 Miles: Within Same Business Day

>50 Miles: Next Business Day

Priority 2 Response

The Support Contract

(1st Year)

• New License + 1st Year

• OLSA

• Support Levels

• Premier Support

• Relation to Net License

• 0%

• 22%

• Start date is license order date

• Products

• Effective Dates

The Support Contract

(Renewing through Oracle Partner OR Direct)

• Same Price

• Service always from

Oracle

• 1st year vs 2nd year

• Not linked to

implementations

Renewal Team Activity Timeline

Before

90

days

- 90

days

- 60

days

- 45

days

- 30

days

- 10

days

0

days+20

days

Contact checking & Contract pricing

R90/Send Quotes R60 R30 R0 Cancel. Notice sent

MSL check

Contact the customer

Contact the customer

Most Important Terms Of Support

Policy

• Oracle Annual Uplift for Support Contracts is 3%

• After Contract Expire Date, Support service is down

• After Contract Expire Date, Reinstatement fees will be applied equivalent

to 150% per day

• Start date for SW is license order date not the implementation date, or

Ship date for HW

• Renewal is done Direct with Oracle or Through Oracle Authorized Partner

Copyright© 2009, Oracle. All rights reserved.

Lifetime Support Policy -

What is it?

AS LONG AS you license your Oracle

products, Lifetime Support Policy

provides access to technical experts

INDEFINITELY for

ALL Oracle Products

Copyright© 2009, Oracle. All rights reserved.

Benefits of Lifetime Support Policy

Control of Your Upgrade Strategy

Indefinite Technical Support

Protecting

and

Maximizing

Your

Investment

1

2

Our Commitment Benefits for Customers

Copyright© 2009, Oracle. All rights reserved.

1 Control of Your Upgrade Strategy

- Premier Support 5 Years

- Extended Support 3 Years

- Sustaining Support Indefinite

Freedom to Upgrade on Your Timetable and Business Strategy

1

Predictable Support Stages

Predictable at GA timing

Copyright© 2009, Oracle. All rights reserved.

Example:

Oracle Database Releases

Release GAPremier Support

Ends

Extended

Support

Ends

Sustaining

Support

Ends

DB 9.2 Jul 2002 Jul 2007 Jul 2010 Indefinite

DB 10.1 Jan 2004 Jan 2009 Jan 2012 Indefinite

DB 10.2 Jul 2005 Jul 2010 Jul 2013 Indefinite

DB 11.1 Aug 2007 Aug 2012 Aug 2015 Indefinite

Copyright© 2009, Oracle. All rights reserved.

Example:

Oracle E-Business Suite Releases

Release GAPremier Support

Ends

Extended Support

Ends

Sustaining Support

Ends

11i7May

20022007/ 5 Not Available Indefinite

11i8 Nov 2002 2007/11 Not Available Indefinite

11i9 Jun 2003 2008/ 6 Not Available Indefinite

11i10 Nov 2004 2010/11 Nov 2013 Indefinite

12 Jan 2007 2012/ 1 Jan 2015 Indefinite

Copyright© 2009, Oracle. All rights reserved.

2 Indefinite Technical Support

t

Years from General Availability(GA)

2

Extended Support is offered for the terminal patch set release of SPECIFIC product releases.

Sustaining Support is offered for ALL releases.

5 Years

Extended Support

Premier SupportSustaining Support

Indefinite

3 Years

General

Availability(GA)

Tow Choices:

1. Extended Support (if offered)

2. Sustaining Support

Sustaining Support

Continues Indefinitely

0 5 8

Copyright© 2009, Oracle. All rights reserved.

Deliverables of Indefinite Lifetime Support

* New Updates and Fixes created during Extended Support are made downloadable only for the customers with valid Extended Support.

** Pre-existing: Any Updates, Fixes, Upgrade Scripts, Security Alerts, and Critical Patch Updates created during Premier Support.

Key FeaturesPremier

Support

Extended

Support

Sustaining

Support

Major Product and Technology Releases • • •

Technical Support • • •

Access to Support Portal • • •

Updates and Fixes • •* Pre-existing**

Security Alerts • • Pre-existing**

Critical Patch Updates(CPU) • •

Tax, Legal, and Regulatory Updates • •

Upgrade Scripts • • Pre-existing**

Certification with Existing third-party

Products/versions• •

Certification with most new

third-party products/versions•

Certification with most new Oracle products • •

Copyright© 2009, Oracle. All rights reserved.

<Insert Picture Here>

Pricing of

Extended Support

and Sustaining Support

Copyright© 2009, Oracle. All rights reserved.

Extended Support: Pricing and Example

e.g. Your current Premier Support fee is $100

1. Year 1(=Year 6 since GA) of Extended Support ⇒ $110

2. Year 2 & 3 (=Year 7&8 since GA) of Extended Support ⇒ $120

Extended

Support

3 Years

Based on your current Premier Support fee:

100% +10% = 110% （Year 1 of Extended Support）

100% +20% = 120% （ Year 2 & 3 of Extended Support）

Current

Premier

Support

fee

Copyright© 2009, Oracle. All rights reserved.

Sustaining Support: Pricing and Example

Equal to your current Premier Support fee（No Uplift）

e.g. Your current Premier Support fee is $100

1. Year 1(=Year 6 since GA) of Extended Support ⇒ $110

2. Year 2 & 3 (=Year 7&8 since GA) of Extended Support ⇒ $120

3. Any Year of Sustaining Support ⇒ $100

Sustaining

Support

Indefinitely

Copyright© 2009, Oracle. All rights reserved.

<Insert Picture Here>

Fee Waivers and

Exceptions for

Several Major Oracle

Product Lines

Copyright© 2009, Oracle. All rights reserved.

Extended Support Fee Waivers

• Waive Fee for First Year of Extended Support

Product Line End Date Premier

Support

Period Of Extended

Support Fee Waiver

Oracle EBS 11i 10 Nov 2010 Dec 2010 – Nov 2011

JD Edwards

EnterpriseOne 8.11

Dec 2009 Jan 2010 – Dec 2010

Siebel CRM 7.8 May 2010 June 2010 – May 2011

Oracle Database 10g R2 Jul 2010 Aug 2010 – Jul 2011

Product Line End Date Premier

Support

Period Of Extended

Support Fee Waiver

PeopleSoft Enterprise 8.9 Jun 2009 thru Feb

2011

Jul 2009 thru Jun 2011

• Waive Extended Support Fee through June 2011

Copyright© 2009, Oracle. All rights reserved.

Single Source of Information - Brochures

• Oracle Software Technical Support Policies

http://www.oracle.com/us/support/library/057419.pdf

• Please Visit Lifetime Support Portalhttp://www.oracle.com/support/lifetime-support-policy.html

• Lifetime Support Policy Brochures and FAQs --- Latest and Complete source of information for specific products and releases:

• Lifetime Support Policy: Oracle Technology Products (PDF)http://www.oracle.com/support/library/brochure/lifetime-support-technology.pdf

• Lifetime Support Policy: Oracle Applications (PDF)http://www.oracle.com/support/library/brochure/lifetime-support-applications.pdf

• Oracle Premier Support and Oracle Lifetime Support Policy Frequently Asked Questions (PDF)http://www.oracle.com/support/library/oracle-lifetime-support-policy-faq.pdf

Questions and Answers