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

Transcription

1 <Insert Picture Here> Customer Support & Service Review Premier, Lifetime and Extended Support April 12, 2011 Patricia Woodruff Customer Services Director for DOE

2 Agenda Oracle Premier Support Lifetime Support Policy Deliverables Pricing Extended Support Waivers & Dates Tax Updates via ACS Upgrade & Support Documentation Q & A

3 Oracle Premier Support Innovation Unlimited subscription to future product and support innovations: Global Unmatched global scale Proactive Next Gen support platform provides simplified support Lifetime Upgrades always included at no extra cost: Complete Support for the complete Oracle tech stack across the solution lifecycle

4 Oracle Premier Support Lifetime Major upgrades always included at no extra cost Features Proven Benefits Lifetime Support Policy Most Comprehensive Support Policy in the Industry. Business Strategy Drives Upgrade Strategy No Forced Upgrades Simple and Predictable Premier Support Stage Provides support for Oracle Database, Middleware, Applications for 5 years from their general availability date. Years 1-5. Extended Support Stage Provides an extra 3 years of support for specific Oracle releases for an additional fee. Years 6-9. Sustaining Support Stage Provides support for as long as you license your Oracle products. Years 10 forever. Applications Unlimited Oracle s commitment to protect, extend, evolve existing applications Continue to derive value from your existing Oracle investments and applications. Benefit from world-class support, research and development Fusion Applications Upgrade rights include Oracle Fusion Applications for licensed customers Will combine best-of-business capabilities from all Oracle Applications into a complete suite Delivered on Oracle s open technology Upgrades, including major architectural shift, always included at no extra cost Sustaining Support is Forever and Included at no extra cost Support for the Complete Oracle Tech Stack Lifetime Support 5-3-FOREVER (vs. 7-2-END from SAP)

5 Lifetime Support Policy Choices: 1. Extended Support (if offered) 2. Sustaining Support General Availability(GA) 5 Years Extended 3 Years Support Sustaining Support Continues Indefinitely Indefinite Premier Support Sustaining Support Years from General Availability(GA) From 5 years to Forever t Extended Support is offered for the terminal patch set release of SPECIFIC product releases. Sustaining Support is offered for ALL releases. Copyright 2009, Oracle. All rights reserved.

6 Lifetime Support Policy Deliverables Premier Support Extended Support Sustaining Support Major Product and Technology Releases Technical Support Access to Knowledge Base through Customer Portal, My Oracle Support Updates, Fixes, Security Alerts, and Critical Patch Updates Tax, Legal, and Regulatory Updates (6 years for PeopleSoft & JD Edwards products) Pre-existing Only Pre-existing Only Upgrade Scripts Pre-existing Only Certification with most existing Third Party Products/Versions Certification with most new Third Party Products/Versions No Certification with most new Oracle Products No Certification with most existing Oracle Products No No No No

7 Lifetime Support Pricing Year Service Pricing 1-5 Premier 22% of license fees (new customer) Current Support fee (existing customer) 6-8 Extended Support Year 6: 10% uplift over current Premier Support fee Year 7 & 8: 20% uplift over current Premier Support fee 9+ Sustaining Support Same as Premier Support Fee For releases that do not have an Extended Support stage, Sustaining Support would be in effect in year 6, and the fee would be equal to your Premier Support fee. Extended Support pricing will conform to any existing contract limitations ( by license set) For Pricing Estimates Kathy Murray Support Renewals Rep ; kathy.murray@oracle.com. Provide CSI # and specific products needing extended support NOTE: Sustaining Support will be available for as long as you license your Oracle products

8 Extended Support Waivers Extended Support Waive Fee for First Year of Extended Support End Date Premier Support Period Of Extended Support Waiver Oracle EBS 11i10 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 10gR2 Jul 2010 Aug 2010 Jul 2011 PeopleSoft Enterprise 9.0 Apr 2011 Dec 2013 May 2011 Jan 2014 * Waive Extended Support Fee through June 2011 End Date Premier Support Period Of Extended Support Waiver PeopleSoft Enterprise 8.9 Jun 2009 thru Feb 2011 Jul 2009 thru Jun 2011 * The waiver only applies to the first year of Extended Support for any given PeopleSoft product

9 Extended Support Waivers (con t) PeopleSoft Enterprise HRMS 8.8: Extended Support has been extended one year from Dec 2010 to Dec 2011 Ebus 11i9: The third year Sustaining Support (through June 2011) includes S1 production fixes (but no US Tax Form 1099 or other updates) Oracle9i Database 9.2: Extended Support (S1 only without CPU's) is available through July 2012 for Solaris and various third-party platforms. See TSP for latest details. Fusion Middleware 10gR2 or 10gR3 embedded in E-Business Suite 12 will remain supported for the duration of the E-bus 12 support period. Database 10grR2: For Extended Support, will be supported with new fixes for 1 year after the terminal patch set is released. For platform release dates, see: Database 10gR2 on IBM Linux on System Z, IBM Linux on POWER Systems, HP OpenVMS Itanium, and Windows Itanium: Extended Support Fee Waiver Period has been extended for one year (fee waived from August 2010 July 2012) Database 10gR2 on Linux Itanium: Extended Support fee will be waived for three years (from August 2010 July 2013)

10 Key Support Dates for DOE Applications Brochure Release GA Premier Ends Tax & Legal Extended Ends Sustaining PS HCM 8.9 DEC 2004 DEC 2009 DEC 2010 DEC 2012 INDEFINITE PS FIN 8.9 AUG 2005 AUG 2010 AUG 2011 AUG 2013 INDEFINITE PS SCM 8.9 AUG 2005 INDEFINITE PS HCM 9.1 SEPT 2009 SEPT 2014 SEPT 2015 SEPT 2017 INDEFINITE PS FIN 9.1 NOV 2009 NOV 2014 NOV 2015 NOV 2017 INDEFINITE PS SCM 9.1 NOV 2009 INDEFINITE NOV 2004 NOV 2010 NA NOV 2013 INDEFINITE R12 JAN 2007 JAN 2012 NA JAN 2015 INDEFINITE R12.1 MAY 2009 MAY 2014 NA MAY 2017 INDEFINITE

11 Tax Updates - PeopleSoft ACS Service Offering Issue: Sustaining Support does not include tax updates Option: North American Payroll Tax Update (NAPTU) Service is a fee- based ACS offering for PSFT HRMS 8 SP1, 8.3 SP1, and 8.8 SP1 (post Dec 2011) A fully outsourced patch creation process that follows the same schedule and Oracle Customer Connect delivery as for Premier and Extended Support customers, NAPTU provides a seamless transition to Sustaining Support for tax regulatory updates The service will include upgrade scripts and if there is a bug associated with either the patch or the upgrade script, Oracle will issue another patch NAPTU is a Fixed-Price, Packaged Service for an annual term priced at $50K annually Extended Support must be expired to qualify for this service, and the customer must be current on support for the terminal release Note: Tax year 2011 will be the last year for versions 8 SP1 and 8.3 SP1

12 Upgrade & Support Documentation Oracle Support Upgrade Advisors Document (EBS & DB) Minimum Baseline Patch Requirements for Extended Support on Oracle E- Business Suite (Doc ID ) Critical E-Business Suite11i ( ) Extended Support Information on Minimum Baseline Patch Requirements (Doc ID ) Extended Support Patch Level Verification in Oracle E-Business Suite Release (Doc ID ) [Patch: can be downloaded to assist customers in determining the list of patches needed for the minimum baseline level as indicated in Document ] Extended Support Support Fee Waivers documented within Oracle Technical Support Policies found at: Oracle Extends Support Value for Customers documented at: FAQ Extended Support & Waivers found at:

13 Support Resources Lifetime Support Policy (LSP) brochures: html Applications LSP brochure: LSP FAQs Unlimited subscription to future product and support innovations: pdf Premier Support Brochure - Upgrades always included at no extra cost (i.e., lifetime support): Technical Support Policy (TSP) documents:

14 Support Webinars Working Effectively with Support (WEWS) Upgrade EBS from to 12i E-Business Suite R12 Best Practices E-Business Suite R12 Support Diagnostics Tools My Oracle Support Communities My Oracle Support Upgrade Advisors ACS Overview

15 Q U E S T I O N S A N S W E R S 2008 Oracle Corporation Proprietary and Confidential 15

16 Support - Where to Start Lifetime Support Datasheets Updated monthly to provide you with all of the up-to-date support timeframe information: & Oracle Corporation Proprietary and Confidential 16

17 Lifetime Support Alerts Customers and Partners can set up Alerts in My Oracle Support via their Settings > Hot Topics Oracle Corporation Proprietary and Confidential 17

18 Lifetime Support Pricing FAQs available The Oracle Premier Support and Oracle Lifetime Support Policy Frequently Asked Questions document is customer facing on Oracle.com. Section I: Oracle Premier Support Program Section II: General Lifetime Support Section III: Extended Support & Pricing Extended Support is optional and Applied only to the Oracle programs that have migrated to Extended Support. Customers who choose not to purchase Extended Support, or customers running versions for which ES is not offered, will move directly to Sustaining Support Oracle Corporation Proprietary and Confidential 18

19 Extended Support Pricing Example The Extended Support uplift is based upon the year that the ES is offered, not purchased. For example, if ES is offered from January December 2013: The 10% uplift is applicable to ES for the period of January December The 20% uplift is applicable for ES for the period of January December If the customer decided to purchase ES in June 2011, then they would pay the 10% uplift for the period of June December 2011 and 20% uplift for the period of January 2012 June If the customer decided to purchase ES in June 2012, then they would pay the 20% uplift since the ES offering would be in it s second year Oracle Corporation Proprietary and Confidential 19

20 Lifetime Support PeopleSoft Enterprise If a release has an Extended Support stage, in the first year of Extended Support customers can receive an additional year (year 6) of Tax, Legal, and Regulatory support for their Premier Support fee. Customers do not have to purchase the first year of Extended Support if they would only like to receive Tax Updates in that first year. If a customer would also like to receive new Fixes, new Upgrade Scripts, etc., they would need to purchase Extended Support. Once the additional year of Tax Update support expires, customers who would like to continue to receive Tax Updates will need to purchase the 2nd and 3rd years of Extended Support, priced applicably Oracle Corporation Proprietary and Confidential 20

21 APPENDIX - CSD ROLE 2008 Oracle Corporation Proprietary and Confidential 21

22 DOE Account Coverage Model DOE Applications Leads Management - Heidi Buffington App Lead/West Scott Schmitt App Lead/East Banh Voung App Lead/Central Banh Voung CRM Frank Jones?? Primavera Chris Sala DOE West Sales Leads Tech Lead Rob Jett Tech SC John Hax Tech MW Josh Norton Tech BI Tim Ehrsam Tech ID New Tech OD Casey Sisson DOE Support & Services X USA CSD Patricia Woodruff OCS Reggie Bowers ACS Bill McDonald Contracts Kathy Ann Murray DOE East Sales Leads Tech Lead David Robinson Tech SC Tech Josh Norton DB Jerry Weismann OD Kevin Frye Education Kimberly Bensimon DOE SUN Team SAM Barry Lawson West Jean Villamarin West Jennifer Jacobson Mid Atlantic Jim Lukawski Oracle Corporation Proprietary and Confidential 22

23 CSD Program/Role Highlights Goal - Increase DOE s Customer Satisfaction Ensure Customer Success with Oracle Products and Services Mission - Understand the DOE s business priorities / drivers and maximize the value of Oracle investment Enterprise Support Program Customer Management Service Management Situation Management Product Lifecycle Management Oracle Corporation Proprietary and Confidential 23

24 Customer Services Director Role Strategic Focus Problem Avoidance (>80%) Serve as primary management point of contact within Oracle Support Understand DOE s Business Needs and IT Strategies Support Labs (as a Trusted Advisor ) to leverage the investment made in Oracle solutions (short term & long term) Increase/sustain overall customer satisfaction Collaborate on Roadmap/Migration Planning for ongoing supportability Deployment (ROI Achievement) Upgrades (Map to Oracle Lifetime Support model) Share best practices for improved supportability and adoption of Oracle support tools, technologies and processes Risk/problem avoidance Continuous Improvement via Customer Success Program framework Quarterly reviews to measure/analyze support metrics and determine if any actions are needed Oracle Corporation Proprietary and Confidential 24

25 Customer Services Director Role Tactical Focus Problem Resolution (<20%) Facilitate and coordinate the delivery of Oracle Support services to meet the needs of DOE Educate Customer on effectively using Oracle Support standard processes and tools Support Webinars, Tools & Technologies Escalation Process Assist DOE in evaluating other optional value-added support offerings. Onsite Support from Advanced Customer Services - ACS or OCS Training Plans & Education via Oracle University Serve as primary management escalation path for critical issues that require focused effort by Oracle and DOE Escalated Issue management oversight for specific matters, CSD role does not provide issue management for all customer s service requests (SR/Bug). Renewals Contract Q&A Oracle Corporation Proprietary and Confidential 25