1. Driving Industry Leadership in Customer Support Catherine Jensen Vice President, Oracle Global Customer Support

2. 2 Per Sarbanes-Oxley Sec. 404, 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 development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. Safe Harbor Statement

3. 3 What Sets Oracle Apart Award-Winning Support Proactive, Automated Support Full Technology Stack Support Lifetime Support Ecosystem Support

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

5. Flexible Support Offerings Applications Unlimited and Lifetime Support

6. 6 TAILORED FOR INDUSTRY, PROCESSES AND GEOGRAPHY Applications Unlimited ORACLE — SIEBEL — PEOPLESOFT — JD EDWARDS Continued Product Releases Customer Driven Product Roadmaps Dedicated Development Teams No Forced Upgrades

7. 7 Applications Unlimited Best of Both Worlds Unlimited Version 9 Version 8.9 Version 8.12 Version 8.11 Version 12 Version 11i.10 Version A9 Version A7.3 & A8.1 Unlimited Version 8 Version 7.8 FUSION Unlimited Latest Release Next Release

8. 8 Bottom Line Continued Product Releases More Choice Customer Driven Product Roadmaps More Visibility Dedicated Development Teams More Value No Forced Upgrades More Time For more informaton about your specific product release, visit Oracle.com: oracle.com/applications/applications-unlimited.html

9. 9 Lifetime Support Applications Unlimited Lifetime Support Policy Business Drives Upgrade, Not Development Simple and predictable, our support policy covers your entire technology environment, from database to middleware to applications for the Lifetime of your software investment.

10. 10 Lifetime Support Policy 012345678910 Sustaining Support Extended Support Premier Support Unlimited FROM 5 YEARS TO FOREVER

11. 11 Feature Premier Support Extended Support Sustaining Support Major Product and Technology Releases Technical Support Access to Knowledge Base (MetaLink/SupportWeb) Updates, Fixes and Security Alerts Pre-existing Only Tax, Legal and Regulatory Updates No Upgrade Scripts No Certification with existing Third Party Products/Versions No Certification with New Third Party Products/Versions No Certification with new Oracle Products No Lifetime Support Policy Deliverables

12. Support Vision Oracle Support Is Changing

13. 13 What’s Driving Our Change? Oracle’s focus on acquisition, industry consolidation and building the customer base. Support is now a key strategic factor for the business Requires a new focus on the customer experience Customer satisfaction is a key measure The support model and tools must be flexible Must be able to assimilate new companies, products and people quickly Acquired companies have brought additional best practices and support leadership to help drive the new corporate focus.

14. 14 Vision In support of our corporate goal to become the Number One Software Company in the world, our support vision is to become a : -Customer centric,value added support for customers that is the envy of the industry and maximizes customer ROI - Efficient and effective support delivery that leverages the best technology, people and processes to exceed customer expectations while giving us the flexibility to adapt to various customer market segments - A business that attracts, retains and grows the best support people in the industry Personalized Service Globally Connected Global Support

15. 15 Our Strategy – Stakeholder Value Support Vision: -Customer centric,value added support for customers that is the envy of the industry and maximizes customer ROI -Efficient and effective support delivery that leverages the best technology, people and processes to exceed customer expectations while giving us the flexibility to adapt to various customer market segments -A business that attracts, retains and grows the best support people in the industry Strategy: For our customers - Reduce the total cost of ownership - Enable competitive advantage leading to growth, profit and long term success For our business - Enable Oracle to become #1 software company in the world - Maintain our industry leading support position For our employees - Personal & professional growth - Fun, passion and pride - Quality of life - Market competitive compensation

16. Industry Leadership

17. 17 Publications Fortune Business Week Forbes Information Week eWeek Wall Street Journal (EMEA/APAC) Economist (EMEA/APAC) 23 Total Inserts “An Outstanding Customer Service Experience” J.D. Power & Associates Certified Global Technology Service & Support Oracle Support is Outstanding

18. 18 Why Certify? Enhances consistency in our service delivery across all our products and centers Provides the foundation for continuous best-practice process improvement Demonstrate Oracle’s commitment to service & support excellence Send a strong message of a new support culture Create a rally point for all support employees Recognition from the world’s most recognized authority on customer satisfaction (JD Power and Associates)

19. 19 Customer Benefits New culture is customer-focused Focus on metrics that benefit customers Best in class technology Improve and standardize the customer experience Improve the value of Oracle support services

20. Delivering a Superior Ownership Experience

21. 21 Oracle Customer Service Evolution Reactive 517k calls/quarter Inefficient Call Center Internet Content Center 20M self-service searches/quarter 66k phone calls/quarter 90% online Service Requests Skills-based routing Relationship Center Oracle CRM 360 view Continuous Connection Online Collaboration

22. 22 Superior Ownership Experience It pays to deliver … Cost & Maintenance Quality & Roadmap Relationship Management

23. 23 CIO Advisory Board Customer Surveys Customer Care Services User Groups CAB’s Fusion Strategy Council Customer Events Executive Sponsors Product Quality & Roadmap Cost & Maintenance Relationship Management Superior Ownership Experience

24. 24 It’s all about the Customer Relationship

25. 25 Customer Expectations of the Relationship High systems availability Optimal systems performance Easy installation and upgrade Lower total cost of ownership Faster problem resolution Personalization Proactive solutions

26. 26 Transactions vs. Interactions Transaction — To drive through, carry through, accomplish, transact Knowledge base search Log service request Interaction — A mutual or reciprocal action or influence Collaborative support Real-time response to service request Interactions engage the customer and evoke “conversations” Value

27. 27 Changing the Conversation Operational Efficiency Transactions Internal View Anticipating Needs Value Driven Interactions Customer View Relationships Reaction

28. 28 Industry Shifts Driving Changing Relationships Software as a ServiceConventional Software ServicesProducts Extended EnterpriseIn-House Open SourceProprietary Industry ConsolidationProliferation

29. 29 Direct Feedback to Development Provide customer feedback to development Participate in development staff meetings Collaborating on design for supportability 11g Diagnosabiity Infrastructure Customer satisfaction tracking CustomerSupportDevelopment Product

30. 30 FY 07 GCS Key Focus Areas Superior Ownership Experience / Customer Satisfaction Extending Knowledge Management Consolidated Infrastructure Employee Engagement Resource Optimization

31. Moving Forward

32. 32 Superior Ownership Experience Desired End State From…To… Transaction FocusRelationship Focus Limited Development Engagement Extensive Development Partnership Product Problem CentricService & Solution Centric Individualistic, Linear Process Collective Collaborative Process Remote SupportVirtual Proximity, Communities Many Businesses & Different Experience One Business with Consistent Customer Experience

33. 33 Extending Knowledge Management Desired End State From…To… Separate Knowledge bases (KB) uneven effectiveness Integrated KB’s with High Yield & effectiveness Aging KB Current, Relevant, Quality KB Basic Self Service Usability Improved self service usability Limited Participation By Customers & Partners Increased Participation By customers & partners Basic Personalization & Preventative Services Established integration of CSM configurations & diagnostics with KM

34. 34 Consolidated Infrastructure Desired End State From…To… Multiple Web, Workflow systems Single, State of the Art System Multiple Reporting SystemsSingle Reporting System Aggregated Businesses, different process models, internally focused Single, Simplified process model, customer focused

35. 35 Employee Engagement Desired End State From…To… Informal development & career options Clear Career Progression, focused investment Inconsistent Reward & Recognition Rewards match Expectations, Consistent and Timely recognition Informal employee feedbackFormal employee satisfaction and feedback program Limited M&A involvementDirect involvement in M&A activities and best practices

36. 36 Resource Optimization Desired End State From…To… Multiple support organizations in different stages of globalization Uniform globalization Imbalance in resource & work distribution More uniform match by SR type, affinity, resource skills Established Expansion Centers Optimization of Expansion Centers

37. 37 A Q &