My Oracle Support and MetaLink 3: Future of Support and Present Day Best Practices Mirella Gazzoni | Global Customer Advocacy Oracle Support

2 Oracle Corporation – Proprietary and Confidential Agenda 1.Why it is Changing 2.What has Changed 3.Timeline 4.Call to Action

3 Oracle Corporation – Proprietary and Confidential Agenda 1.Why it is Changing 2.What has Changed 3.Timeline 4.Call to Action

4 Oracle Corporation – Proprietary and Confidential System goes down You call Support You wait for Support to call back Support calls you back You download and install a patch System is eventually recovered Reactive  Proactive  Predictive Support notifies you of the latest patches You figure out which patches apply to your system You download the new patches You install the new patches System outage is averted some of the time Specific software defect is identified You are automatically notified of the potential problem & impact You’re offered a remedy You implement the recommended remedy System outage is averted most of the time Which support model would you rather have? Support Maturity Model Simplifying Complexity Transforming the User Experience

5 Oracle Corporation – Proprietary and Confidential Next Generation Support Embedded Configuration Management Extensive Knowledge Base & Communities Personalized & Proactive Service Outcome: Customer Success 25% problems avoided 40% faster problem resolution 30% faster service request creation 97% of problems resolved quicker with targeted knowledge Webstar Service Excellence Award – ‘03-07 Introducing: My Oracle Support SSPA Best Embedded Product Support

6 Oracle Corporation – Proprietary and Confidential Simplified Support Siebel Call Center 8.0 My Oracle Support Customer PortalOracle Customer Support ITS MetaLink eBiz 7.8 Siebel SupportWeb Customer1 Customer Connection Siebel Call Center Hyperion e-Support

7 Oracle Corporation – Proprietary and Confidential Faster Problem Resolution  Quick access to the information you need with our new personalized dashboard  Robust knowledgebase and powerful self-service tools  Enhanced Service Request (SR) management

8 Oracle Corporation – Proprietary and Confidential Extended Preventative, Automated Support Capabilities  A simpler, faster, easier way to maintain your Oracle systems  Simplified configuration management solutions such as Software Configuration Manager  Automated HealthChecks and Product Alerts

9 Oracle Corporation – Proprietary and Confidential Increased Personalization  Powerful information management with increased personalization and knowledge integration via the Oracle My Oracle Support new user interface  Personalize your homepage content for easier access to self-service tools and configuration data  Quickly access your Service Request history with MySRs  Pro-Active with Headlines Information capability

10 Oracle Corporation – Proprietary and Confidential Agenda 1.Why it is Changing 2.What has Changed 3.Timeline 4.Call to Action

11 Oracle Corporation – Proprietary and Confidential My Oracle Support  From 5 sites to 2 sites  From 5 URLs to 2 URLs  Metalink.oracle.com (Legacy Oracle)  Metalink3.oracle.com (Siebel, Hyperion, PeopleSoft, JDEdwards)  One Name – My Oracle Support  Portal still referred to as Metalink 3 until we get them all combined  Next Phase – One Site For All Of Your Support Needs

12 Oracle Corporation – Proprietary and Confidential What Are Some of the Terminology Changes? My Oracle Support termPeopleSoft / JD Edwards term Service Request (SR) Case Bug, Defect Incident, Change, Enhancement (ICE) Software Action Request (SAR) ActivityNote Collaboration Incident Action Request (IAR) Support Identifier Customer ID Site Identification Number (SIN) Customer User Administrator (CUA) Web Admin

13 Oracle Corporation – Proprietary and Confidential Migrating Key Information  Customer ID / Site Identification Number (SIN) has been replaced by Support Identifier  Knowledge management documents (solutions) have been migrated  aliases for customer support have been discontinued  Customer Support telephone numbers have remained unaltered  Two years of Case history has been migrated  Cases have been assigned new Service Request (SR) numbers  Ability to search for SR’s by previous Case number  All ICE and SAR requests have been migrated  PeopleTools remains unaltered  Change Assistant and Support Assistant will continue to be supported  But Authentication will be via new My Oracle Support login/password

14 Oracle Corporation – Proprietary and Confidential Agenda 1.Why it is Changing 2.What has Changed 3.Timeline 4.Call to Action

15 Oracle Corporation – Proprietary and Confidential Phased Roll-out January 2008 June 2008 November 2008

16 Oracle Corporation – Proprietary and Confidential Agenda 1.Why it is Changing 2.What is Changing 3.Timeline 4.Call to Action

17 Oracle Corporation – Proprietary and Confidential Customer Call To Action  Register to MetaLink 3 if not done yet!  Attend Training or Review a recorded training session  Tell others!

18 Oracle Corporation – Proprietary and Confidential Getting Started with Metalink 3 - Registration

19 Oracle Corporation – Proprietary and Confidential MetaLink 3 Registration

20 Oracle Corporation – Proprietary and Confidential MetaLink 3 Registration

21 Oracle Corporation – Proprietary and Confidential MetaLink 3 Registration

22 Oracle Corporation – Proprietary and Confidential MetaLink 3 Registration

23 Oracle Corporation – Proprietary and Confidential MetaLink 3 Registration

24 Oracle Corporation – Proprietary and Confidential MetaLink 3 Registration

25 Oracle Corporation – Proprietary and Confidential MetaLink 3 Registration

26 Oracle Corporation – Proprietary and Confidential MetaLink 3 Registration

27 Oracle Corporation – Proprietary and Confidential MetaLink 3 Tour

28 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

29 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

30 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

31 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

32 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

33 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

34 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

35 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

36 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

37 Oracle Corporation – Proprietary and Confidential MetaLink 3 Organization

38 Oracle Corporation – Proprietary and Confidential My Oracle Support Next Generation

39 Oracle Corporation – Proprietary and Confidential Next Generation Support Embedded Configuration Management Extensive Knowledge Base & Communities Personalized & Proactive Service Outcome: Customer Success 25% problems avoided 40% faster problem resolution 30% faster service request creation 97% of problems resolved quicker with targeted knowledge Introducing: My Oracle Support

40 Oracle Corporation – Proprietary and Confidential Main Dashboard

41 Oracle Corporation – Proprietary and Confidential PowerView Resulting in exactly what you want to see You can now create/modify PowerView filters directly from the content attributes of a specific region via the Action menu. Filtered by Support Identifier Product

42 Oracle Corporation – Proprietary and Confidential Detailed System

43 Oracle Corporation – Proprietary and Confidential System Health Dashboard

44 Oracle Corporation – Proprietary and Confidential Inventory and Usage Region

45 Oracle Corporation – Proprietary and Confidential Viewing a Service Request

46 Oracle Corporation – Proprietary and Confidential SR and Bug Summary Regions

47 Oracle Corporation – Proprietary and Confidential Oracle Support Best Practices

48 Oracle Corporation – Proprietary and Confidential Searching the Knowledge Base

49 Oracle Corporation – Proprietary and Confidential MetaLink 3 - The Knowledge Browser

50 Oracle Corporation – Proprietary and Confidential Search by Document ID

51 Oracle Corporation – Proprietary and Confidential Refining Search Results

52 Oracle Corporation – Proprietary and Confidential Advanced Search

53 Oracle Corporation – Proprietary and Confidential Advanced Search

54 Oracle Corporation – Proprietary and Confidential My Oracle Support – Knowledge Tab

55 Oracle Corporation – Proprietary and Confidential My Oracle Support – Knowledge Tab

56 Oracle Corporation – Proprietary and Confidential Personalizing the User Interface

57 Oracle Corporation – Proprietary and Confidential Setting Up MetaLink 3 Home

58 Oracle Corporation – Proprietary and Confidential Choosing Overall Settings

59 Oracle Corporation – Proprietary and Confidential Setting up Hot Topics

60 Oracle Corporation – Proprietary and Confidential Setting up Hot Topics

61 Oracle Corporation – Proprietary and Confidential Setting up Service Request Settings

62 Oracle Corporation – Proprietary and Confidential Setting up Bug Settings

63 Oracle Corporation – Proprietary and Confidential Selecting Knowledge Settings

64 Oracle Corporation – Proprietary and Confidential Setting Knowledge Preferences

65 Oracle Corporation – Proprietary and Confidential Subscriptions

66 Oracle Corporation – Proprietary and Confidential PowerView Resulting in exactly what you want to see You can now create/modify PowerView filters directly from the content attributes of a specific region via the Action menu. Filtered by Support Identifier Product

67 Oracle Corporation – Proprietary and Confidential Best Practices  Lesson’s learned from our customers….  Shared ownership in resolving the issue  Quality and quantity of communication  Joint Planning on problem resolution

68 Oracle Corporation – Proprietary and Confidential Each Environment is Unique  Test solutions before introducing them into your production environment  The data, software and hardware configurations, patch combinations, and integration points are different for every customer  We depend on our customers to manage their environments and help us understand them  Customers control the quality and quantity of information about their environment

69 Oracle Corporation – Proprietary and Confidential Communicating the Issue  Review the knowledge base on MetaLink3/My Oracle Support  Clear problem statement:  All known facts  Is the issue reproducible?  Detailed history of environment and changes  Answer all template questions (Configuration Manager will help)  Log, track and communicate changes, customizations, interfaces  Manage application and testing of patches (is patch really applied)  Use SR status and Severity to communicate  Ensure the impact & deadlines are well understood  Communicate concerns via the escalation process

70 Oracle Corporation – Proprietary and Confidential Service Request Severity Definitions No loss of service or resources Minor loss of service or resources Severe loss of service or resources w/o acceptable workaround Complete loss of service or resources and work cannot reasonably continue - the work is considered “mission critical”

71 Oracle Corporation – Proprietary and Confidential SR Status Codes  NEWNew SR  ASGAssigned to a Support Engineer  WIPWork In Progress  RVWReview  1CB1st Callback  2CB2nd Callback  IRRImmediate Response Required  INTAwaiting Internal Response  WCP Waiting for Customer to apply Patch  CUSWaiting on Customer  LMSLeft Message  SLPSleep until customer available  SCLSoft Close  HCLHard Close  DEVAssigned to Development Support: Customer: Closed Status: Development:

72 Oracle Corporation – Proprietary and Confidential SCL vs. HCL  SCL  An inactive Status used when a solution is provided  Can still be updated by the customer  Does not signify that you are in agreement that the issue is resolved  Changes automatically to HCL in 14 Days  HCL  Final Status – SR cannot be updated  Ask Support Engineer to extend SCL default period if you need additional time before SR moves over to HCL status

73 Oracle Corporation – Proprietary and Confidential Communicating the Issue  Review the knowledge base on MetaLink3/My Oracle Support  Clear problem statement:  All known facts  Is the issue reproducible?  Detailed history of environment and changes  Answer all template questions (Configuration Manager will help)  Log, track and communicate changes, customizations, interfaces  Manage application and testing of patches (is patch really applied)  Use SR status and Severity to communicate  Ensure the impact & deadlines are well understood  Communicate concerns via the escalation process

74 Oracle Corporation – Proprietary and Confidential Escalation Process Support Representative Manager / Escalation Manager Senior Manager or Director V.P. or Executive Customer Call US: (PeopleSoft) Call US: (JD Edwards) Call US: (Hyperion) Call US: (Siebel) Other Global Support Hot Lines: Most escalations are successfully resolved at this level. If the action plan fails to deliver expected results, please contact the Service Request Escalation Owner to review or to escalate the Service Request to the next level if required.

75 Oracle Corporation – Proprietary and Confidential Customer Support Education  MetaLink 3 Training  Web Seminars and Recorded Training available Look under the News, Events and Training link in MetaLink 3  Many other Training sessions and Recorded Training available  Working Effectively with Oracle Support Look under the News, Events and Training link in MetaLink 3  Customers can request training by sending an to support-

76 Oracle Corporation – Proprietary and Confidential Communities, podcasts, newsletters… It’s all about your applications…

77 Oracle Corporation – Proprietary and Confidential My Oracle Support - Community

78 Oracle Corporation – Proprietary and Confidential

79 Oracle Corporation – Proprietary and Confidential

80 Oracle Corporation – Proprietary and Confidential

81 Oracle Corporation – Proprietary and Confidential

82 Oracle Corporation – Proprietary and Confidential

83 Oracle Corporation – Proprietary and Confidential