1. Jack Malloch Product Service Advisor Global Support Services

2. Oracle Support Services Evolution Reactive 2M New Calls (SRs)  5% Online SRs Call Center Internet Content Center Self-Service 225K New Calls 95% New SRs Online 30% Fewer total SRs 100M web knowledge Interactions Customer Centric Svcs Proactive Problem avoidance through Healthchecks & Diagnostics Closed loop feedback to engineer better products Increased Cust Sat

3. What Sets Oracle Apart Award-Winning Support Global Reach and Size – Scale Matters in the Support Business Technology Leadership Advanced Support Technologies Support of Full Technology Stack Lifetime Support Policy – Comprehensive, Simple and Predictable

4. Introducing Oracle Premier Support

5. Rights to Fusion Applications Global Reach Advanced Support Technologies Award-winning, world-class support Continuous Product Enhancements Global Support for Rapid Resolution Key Elements of Premier Support The largest, most advanced support organization in the world.

6. Product Service Advisors  Continuously improve the relationship between Global Product Support and our customers.  Work to effectively prepare our internal and external customers with education, knowledge, tools and resources.  Ensure rapid, effective adoption and execution of the support programs designed to ensure customer success.

7. New and Improved MetaLink User Interface

8. New User Interface - Features  Login/Logout capability  Tab/Subtab Hierarchy – Improved and simplified navigation – More “real estate” for viewing articles  Improved “Quick Search” capabilities

9. New User Interface

11. New Quick Search Capability  Value to you: – Get the exact answers you need – Save time  Search in all categories (like original “Basic” search)  Or search in specific categories – Knowledge Base – Bug Database – Technical Forums  Or by a specific ID # – Knowledge Base Document ID # – Service Request # – Error Code – Patch #

12. New Quick Search Capability

13. Quick References for MetaLink Basics Revised On Demand Seminars – due in Feb ’06 http://www.oracle.com/support/seminars.html In MetaLink, first click “Help” Next click “Global Help”

14. Upcoming Internet Seminars http://www.oracle.com/support/seminars.html http://www.oracle.com/support/seminars.html  24-Jan-2006 - Working Effectively with Support  25-Jan-2006 - Support Diagnostic for E-Business Suite 11i - Basic (3 time slots available)  26-Jan-2006 - Introduction to MetaLink  01-Feb-2006 – MetaLink My Configs & Projects  07-Feb-2006 - Introduction to MetaLink  08-Feb-2006 - Support Diagnostic for E-Business Suite 11i - Advanced (3 time slots available)  09-Feb-2006 - Working Effectively with Support  15-Feb-2006 - Advanced MetaLink

15. MetaLink My Configs & Projects

16. My Configs & Projects  Oracle is introducing an exciting new service capability  Improve the level of Service to our customers – Faster diagnosis/resolution of issues – Proactive problem avoidance – Online delivery of services – Understanding customer’s business needs and providing consistent responses and service

17. My Configs & Projects

18. Accessible from MetaLink New feature/capability Key projects or services Critical information Detail configuration & settings Healthchecks from best practices Changes over time My Configs & Projects Understanding Your Business

19. Define Configs –Auto Config –Manual Config My Configs & Projects

20. Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs My Configs & Projects

21. Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs Select Your Favorites My Configs & Projects

22. Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs Select Your Favorites Service Requests –Logging –Tracking –Reporting My Configs & Projects

23. Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs Select Your Favorites Service Requests –Logging –Tracking –Reporting Where to go MetaLink Note 250434.1 My Configs & Projects

24. Customer Configuration Data Repository New MetaLink Services: - MyConfigs & Projects - Health Checks - Configuration Data - SR data capture Existing MetaLink Services MetaLink Portal  Leverages MetaLink as delivery vehicle My Configs & Projects Auto Configuration

25.  Runs local on customer machine  Collects customer configuration & diagnostic data  Central repository at Oracle Support  Use for proactive and reactive support  Enhanced MetaLink portal  Online projects, environments, and Configs  Proactive Healthchecks based on best practices Support Agent Support Agent Customer Repository MetaLink UI My Configs & Projects Auto Configuration – How It Works

26. Internet VPN HTTPS Customer Repository Oracle Intranet Customer view Configs from MetaLink 9iAS Web Servers at Oracle DMZ Support Agent Configuration Data Oracle Support MetaLink OCCN Thin JDBC Host, Storage, Network Oracle Database E-Business Suite Oracle 9iAS @Customer Support Agent @Oracle My Configs & Projects Auto Configuration – How It Works

27.  Features – Automatically collects configuration data for Database, eBusiness Suite, Application Server, Host, Operating system, Network layer – Uploads every 24 hours – Installed on each server, HP-UX, Solaris, Linux, AIX & Tru64 – Healthchecks – Fully supported – Secure My Configs & Projects Auto Configuration – Support Agent

28. My Configs & Projects

29. My Configs & Projects Auto Configuration - Information

31. My Configs & Projects Health Checks, Best Practices

32.  “At A Glance” Health Check Summary page for all critical issues and alerts My Configs & Projects Health Checks, Best Practices

33.  Database ORA-600 Tool  Network Advisor My Configs & Projects Health Checks, Best Practices

34. HealthchecksNew in V3 Database Instance Database Single Point of Failure Checks Database Restart Database Logging & Archiving Database patch recommendation Database Buffer Cache Database Configuration Checks Database Storage Management Database Performance Analysis Database Network Issues Database ORA600 Database Recovery Advisor HealthchecksNew in V3 Host Memory Host VOS checks Host Storage 9iAS middle tier and infrastructure install 9iAS OS configuration 9iAS Portal resource check EBS critical patch recommendation EBS patch set recommendation EBS diagnostic test summary EBS certification check My Configs & Projects Health Checks, Best Practices

35. Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs Select Your Favorites Service Requests –Logging –Tracking –Reporting Where to go My Configs & Projects

36. My Configs & Projects Getting Started & New Users

37. My Configs & Projects Support Agent Download

38. My Configs & Projects Manual Configuration

52. My Configs & Projects SR Creation

54. If you need Support How to create an SR for MC&P  Select Product ‘OSS Support Tools’

55.  Select Type of Problem ‘Support Agent Install Issue’ or other If you need Support How to create an SR for MC&P

56. A Q & Q U E S T I O N S A N S W E R S