Oracle Premier Support Services

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1 Oracle Premier Services <Insert Picture Here> Jafar Alomari Services Sales Director, Oracle Middle East & Africa

2 Agenda Global Customer Service Delivery Channels Oracle Portfolio Contract Renewal Team Activity Timeline Lifetime Policy? Pricing of Extended and Sustaining Fee Waivers and Exceptions for Several Products Informational Resources for Lifetime Policy Q&A

3 Global Customer Service Delivery Channels Oracle Customers Providing High Value Service Solutions Oracle Services Delivery Channels Oracle University Oracle Advanced Customer Services On Demand Service Engineering, Biz Ops & All Other Cross LOB Functions Service Capabilities

Oracle University Oracle Advanced Customer Services On Demand

4 Oracle Portfolio Oracle Premier Advanced Customer Services Product Enhancements and Updates Global Infrastructure Proactive, Automated Lifetime Priority Service Assessments & Testing Business Critical Assistance Solution Center Advanced Assistance Assisted Services Ecosystem Technical Account Management Expert Services (Siebel)

Assessments & Testing Business Critical Assistance Solution Center Advanced

5 The Customer s Investment at Work Software Update Licenses and Product Unlimited product updates & upgrades Complete Product World-Class KnowledgeBase Personalized Problem Resolution 24x7 Software Management Assistance Upgrade Assistance Proactive Advice Software Updates Product 22% of Net License

KnowledgeBase Personalized Problem Resolution 24x7 Software Management

6 The Contract (1 st Year) New License + 1 st Year OLSA Levels Premier Relation to Net License 0% 22% Start date is license order date Products Effective Dates

7 The Contract (Renewing through Oracle Partner OR Direct) Same Price Service always from Oracle 1 st year vs 2 nd year Not linked to Not linked to implementations

8 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. Contact Contact Notice sent the the customer customer MSL check

checking & Contract pricing R90/Send Quotes R60 R30 R0 Cancel.

9 Most Important Terms Of Policy Oracle Annual Uplift for Contracts is 3% After Contract Expire Date, service is down After Contract Expire Date, Reinstatement fees will be applied equivalent to 150% per day Start date is license order date not the implementation date Renewal is done Direct with Oracle or Through Oracle Authorized Partner

will be applied equivalent to 150% per day Start date is license order date not the

10 Lifetime Policy - What is it? AS LONG AS you license your Oracle products, Lifetime Policy provides access to technical experts INDEFINITELY for ALL Oracle Products

11 Benefits of Lifetime Policy Our Commitment Benefits for Customers Protecting and Maximizing 1 Your 2 Investment Control of Your Upgrade Strategy Indefinite Technical

12 1 Control of Your Upgrade Strategy 1 Predictable Stages Predictable at GA timing - Premier 5 Years - Extended 3 Years - Sustaining Indefinite Freedom to Upgrade on Your Timetable and Business Strategy

13 Example: Oracle Database Releases Release GA Premier Ends Extended Ends Sustaining 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

14 Example: Oracle E-Business Suite Releases Release GA Premier Ends Extended Ends Sustaining Ends 11i7 May / 5 Not Available Indefinite 11i8 Nov /11 Not Available Indefinite 11i9 Jun / 6 Not Available Indefinite 11i10 Nov /11 Nov 2013 Indefinite 12 Jan / 1 Jan 2015 Indefinite

2007/11 Not Available Indefinite 11i9 Jun 2003 2008/ 6 Not Available Indefinite

15 2 Indefinite Technical 2 Tow Choices: 1. Extended (if offered) 2. Sustaining General Availability(GA) 5 Years Extended 3 Years Sustaining Continues Indefinitely Indefinite Premier Sustaining Years from General Availability(GA) t Extended is offered for the terminal patch set release of SPECIFIC product releases. Sustaining is offered for ALL releases.

Indefinitely Indefinite Premier Sustaining 0 5 8 Years from General Availability(GA) t

16 Deliverables of Indefinite Lifetime Key Features Premier Extended Sustaining Major Product and Technology Releases Technical Access to 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 * New Updates and Fixes created during Extended are made downloadable only for the customers with valid Extended. ** Pre-existing: Any Updates, Fixes, Upgrade Scripts, Security Alerts, and Critical Patch Updates created during Premier.

third-party Products/versions Certification with most new third-party products/versions Certification with most new Oracle products * New Updates and Fixes created during

17 <Insert Picture Here> Pricing of Extended and Sustaining

18 Extended : Pricing and Example Based on your current Premier fee: Current Premier fee 100% +10% = 110% (Year 1 of Extended ) 100% +20% = 120% ( Year 2 & 3 of Extended ) e.g. Your current Premier fee is $ Year 1(=Year 6 since GA) of Extended $ Year 2 & 3 (=Year 7&8 since GA) of Extended $120 Extended 3 Years

3 of Extended ) e.g. Your current Premier fee is $100 1.

19 Sustaining : Pricing and Example Equal to your current Premier fee(no Uplift) e.g. Your current Premier fee is $ Year 1(=Year 6 since GA) of Extended $ Year 2 & 3 (=Year 7&8 since GA) of Extended $ Any Year of Sustaining $100 Sustaining Indefinitely

Year 1(=Year 6 since GA) of Extended $110 2.

20 <Insert Picture Here> Fee Waivers and Exceptions for Several Major Oracle Product Lines

21 Extended Fee Waivers Waive Fee for First Year of Extended Product Line End Date Premier Period Of Extended 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 Waive Extended Fee through June 2011 Product Line PeopleSoft Enterprise 8.9 End Date Premier Jun 2009 thru Feb 2011 Period Of Extended Fee Waiver Jul 2009 thru Jun 2011

22 Single Source of Information - Brochures Oracle Software Technical Policies Please Visit Lifetime Portal Lifetime Policy Brochures and FAQs --- Latest and Complete source of information for specific products and releases: Lifetime Policy: Oracle Technology Products (PDF) Lifetime Policy: Oracle Applications (PDF) Oracle Premier and Oracle Lifetime Policy Frequently Asked Questions (PDF)

23 Questions and Answers 23

Customer Support & Service Review Premier, Lifetime and Extended Support April 12, 2011

Customer Support & Service Review Premier, Lifetime and Extended Support April 12, 2011 Patricia Woodruff Customer Services Director for DOE Agenda Oracle Premier Support Lifetime