2. Support Best Practices Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Mary Wiedenman, Sr. Program Manager Oracle Software Support Construction & Engineering Global Business Unit

3. Safe Harbor Statement Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |3 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

4. Support Best Practices—Maximize Business Value DISCOVER Support Best Practices ADOPT My Oracle Support MAXIMIZE Premier Support Proactive Portfolio Oracle Premier Support Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

5. Discover: Support Best Practices Oracle Technical Support Policies Oracle Lifetime Support Policies Working Effectively with Support Best Practices DISCOVER Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

6. Oracle Software Technical Support Policies http://www.oracle.com/us/support/library/057419.pdf Oracle Financial Services Software Technical Support Policies http://www.oracle.com/us/support/library/fs-software-tech-support- http://www.oracle.com/us/support/library/fs-software-tech-support- policies-069179.pdf Oracle Hardware and Systems Support Policies http://www.oracle.com/us/support/library/hardware-systems-support- policies-069182.pdf http://www.oracle.com/us/support/library/hardware-systems-support- Oracle Exadata Technical Support Policies http://www.oracle.com/us/support/library/exadata-technical-support- policies-069177.pdf http://www.oracle.com/us/support/library/exadata-technical-support- Oracle Linux and Oracle VM Support Policies http://www.oracle.com/us/support/library/enterprise-linux-support- policies-069172.pdf http://www.oracle.com/us/support/library/enterprise-linux-support- Oracle Hardware Warranty http://www.oracle.com/us/support/library/oracle-hardware-warranty- 069192.pdf http://www.oracle.com/us/support/library/oracle-hardware-warranty- Oracle Software as a Service Support Policies http://www.oracle.com/us/support/library/saas-support-policies- 069195.pdf http://www.oracle.com/us/support/library/saas-support-policies- Oracle Global Customer Support Security Practices http://www.oracle.com/us/support/library/customer-support-security- practices-069170.pdf http://www.oracle.com/us/support/library/customer-support-security- Oracle Cloud Hosting and Delivery Policies (Section 5) http://www.oracle.com/us/corporate/contracts/ocloud-hosting- delivery-policies-3089853.pdf http://www.oracle.com/us/corporate/contracts/ocloud-hosting- Technical Support Policies Support terms and technical support levels http://www.oracle.com/us/support/policies/index.html Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

7. Lifetime Support Policies http://www.oracle.com/us/support/lifetime-support/index.html Premier Support Delivers full system support for your Oracle hardware, operating systems and applications software with an upfront, minimum five-year support commitment that helps you plan and budget. Extended Support Offers an additional three years of support for select Oracle software and operating systems for an additional fee so you can effectively manage your upgrade strategy. Sustaining Support Provides investment protection with unlimited support for Oracle software and operating systems. Features include access to online support tools, knowledge base, pre-existing fixes, and assistance from Oracle technical support experts. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

8. Find answers fast, search the Knowledge Base for a solution Visit My Oracle Support Community and seek answers from Oracle experts & industry peers Unable to locate a solution? Submit a Service Request through My Oracle Support Working Effectively with Support Best Practices When you have a question, need, or issue… ANSWERS...chances are, an answer or solution already exists Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

9. Support Best Practices—Portal Adoption ADOPT My Oracle Support Portal Knowledge Base Community Working a Service Request Engineer Initiated Chat for Service Request Management MOS Accreditation Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

10. Adopt:Knowledgebase PowerView Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

11. Available Search Sources Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

12. Adopt: My Oracle Support Community Actual user experiences and advice offer an alternate source of problem resolution My Oracle Support Community is a multi-channel interactive community where you can post questions and find answers fast Primavera Communities Primavera – PRIM Unifier – PRIM CPIC - PRIM When should I use My Oracle Support Community? If you have a low severity question or problem, need advice, or if you are interested in discovering how to do something If you have been unable to locate an answer in the Knowledge Base When you have knowledge or experiences to share with your peers Visit My Oracle Support Community and seek answers from Oracle experts & industry peers Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

13. Adopt:Primavera (MOSC) Click here to view ‘How To’ Video Series Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

14. Adopt:Primavera (MOSC) – 3 Subspaces Unifier P6 and all Primavera products except Unifier Capital Planning & Investment Control (CPIC) Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |14

15. Key Functions  Search/Ask  Follow  Learn more in the Getting Started CommunityGetting Started Community Adopt:My Oracle Support Community Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

16. Adopt:Enhancement Requests & Support Communities Submit and share enhancements yourself – and rally peers around it Gain insights into all Enhancement Requests (ERs) and discussion/status Collaborate with others on the ER and discuss alternatives or available workarounds Influence releases by voting Interact directly with product management through ER comments Customer Value Oracle Primavera Community Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

17. Adopt: Primavera – PRIM Enhancement Request Community View all captured ERs Over 1,300 Active Users in the Community Click on an ER to vote Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

18. Adopt: Primavera – Enhancement Request Community Use the up arrow to cast your vote For more information, review KM Document ID 1995605.1 Oracle Primavera Product Enhancement Request to My Oracle Support Community FAQ Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

19. Monitor changes in SR status and severity Communicate when a change in severity becomes necessary Voice concerns by requesting to speak with a Support Manager Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Adopt: Working a Service Request Effectively Improve results and expedite outcome

20. Adopt: Process to Speak with a Manager Bringing Management Attention to a Service Request Call Support: www.oracle.com/support/contact.html Accessibility and accountability from Support Managementwww.oracle.com/support/contact.html Requesting to speak to a manager and severity are different processes Focused, collaborative process resulting in – Management Contact – Action Plan – Communication Plan Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

21. No value-add response in ‘x’ days—now what? – If you have submitted a Service Request and it does not get any attention, first make sure there is an understanding between you and the Support Engineer of not only ‘what’ actions come next but also what the agreed upon/expected timeline is for the next response – If the timeline passes with no response, first try and engage with the Support Engineer. – Still no response? This is the time to speak with a Support Manager Support Engineer won’t host or participate in a web conference at customers request – Ask engineer to explain why they do not feel a web conference is necessary – If you reach an impasse, this may be the time to speak with a Support Manager Bounced from one Support Engineer/team to another – Talk to the Support Engineer first, request a call to better understand why the Service Request is being bounced and determine how collaboration can be improved – If you reach an impasse, this may be the time to speak with a Support Manager Unable to log Severity 1 on a non-production environment prior to go-live (for a critical milestone) – Talk to engineer to explain criticality of issue as it relates to milestone – If you reach an impasse, this may be the time to speak with a Support Manager Unable to get traction and progress your Service Request Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | – If you have reached a point where you feel you are simply going round in circles with the Support Engineer –This is the time to speak with a Support Manager Adopt: Working effectively with Support Best Practices Is it time to speak with a Support Manager?

22. Adopt:Engineer Initiated Chat Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | For Existing Service Requests Enables Oracle Support engineers to contact customers instantly online to discuss an open Service Request (SR) Available to all MOS Customer Portal users Support engineers may use chat on an open SR to: – provide a status update – ask clarifying questions – share detailed commands and troubleshooting information – confirm issue is resolved

23. Adopt:Engineer Initiated Chat Settings Chat Settings Customers control their chat availability with a new status setting in My Oracle Support. The default is set as “Available”. When the Support engineer assigned sees the customer is “Available”, he or she can initiate a chat.Note:Customer needs to be the primary or alternate contact on the SR. Chat invitation pops up and customer can accept/decline the invitation. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

24. Adopt:Take the My Oracle Support Accreditation OBJECTIVE :  Deliver a targeted learning experience designed to increase your expertise with My Oracle Support core functions and build skills to help you leverage solutions, tools, and knowledge available to you as part of Oracle Premier Support Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted24

25. Adopt:Take the My Oracle Support Accreditation 3. Start the accreditation by clicking ‘Play’ for each video. 4. Click ‘Take the Exam’ to complete the exam and get your Completion Certificate. 1. Use the Series Index to learn about the program, review FAQ and determine if accreditation is right for you. 2. Locate Level 1 MOS path and click ‘Start’ to access the path page. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted25 KM Document ID 1583898.1

26. Adopt:My Oracle Support Accreditation Deliver a targeted learning experience designed to increase your expertise in supporting Primavera P6 products by increasing your knowledge of Primavera specific tools, resources and best practices OBJECTIVE : Level 2 for Primavera P6 Products KM Document ID 1985617.1 Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted26

27. Level 2 Accreditation for Primavera P6 Module 3:Troubleshooting Highlights Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

28. MAXIMIZE Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

29. Oracle Premier Support Delivering Value At No Extra Cost Get Proactive Portfolio—an integral component of your Premier Support Contract See Primavera’s Get Proactive Portfolio – KM Document ID 1389083.1 Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

30. Follow and Read the Support Blog Sign up for Hot Topics Notification Define a Patching & Maintenance Plan Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | PREVENT Prevent Issues by Staying Informed

31. Prevent:Bookmark the Primavera Support Blog Latest support news including: My Oracle Support (MOS) updates & changes New product releases Upcoming events (e.g. webcasts) Links to key Knowledgebase resources Watch How Do I Find And Get Notifications For A Blog? and start following!How Do I Find And Get Notifications For A Blog? https://community.oracle.com/community/support/support-blogs/primavera-support-blog Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |31

32. Prevent:Use Hot Topics Notification  Settings  Hot Topics Email  Choose your Preferences Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |32

33. Prevent:Patching & Maintenance Plan for Primavera Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |33

34. Visit Product Information Centers, a one- stop shop for important resources Guided Resolutions Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | RESOLVE Find Answers Fast With The Right Tools And Knowledge

35. Resolve:Unifier Product Information Center Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |35

36. Resolve:Guided Resolution in My Oracle Support Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |36 Streamlines the process for solving common issues and is designed to reduce time to resolve. Guides you to provide specific details/files and possibly a technical resolution by using fact-driven logic based on your answers to targeted questions. Provides access to Oracle Primavera best practices for diagnosing issues while retaining the flexibility of filing an SR in the event that a solution is not found. Designed to guide you to a known solution or gather necessary information for initial analysis.

37. Resolve:Example of Guided Resolution Guided Resolution Triggered by combination of Product and Problem Type selected Message provided to indicate you are entering a guided resolution flow Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

38. Guided Resolution Problem Definition & Solution Answers Targeted solution based on user responses Solution Recommendations Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted38

39. Guided Resolution Data Collection Service Request Data Collection (SRDC) Provides specific steps to collect the data necessary to analyze the issue Information requested would be first action plan in the SR Providing this during SR creation saves time on the back end and leads to faster resolution time Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted39

40. Guided Resolution Data Collection Service Request Data Collection (SRDC) Provides specific steps to collect the necessary data to analyze the issue Information requested would be first action plan in the SR Providing this during SR creation saves time on the back end and leads to faster resolution time Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted40

41. Guided Resolution File Attachments Click Attach to upload requested files during SR logging process Select file and add note with pertinent information Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted41

42. Guided Resolution Messaging Welcome Message Welcome message outlines all requested files regardless if they were already attached Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted42

43. Guided Resolution Messaging File Validation Message File validation message is sent until all uploads are complete Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted43

44. Guided Resolution Summary Guided Resolution Streamlined process or “flow” to resolve common issues Guide you to a known solution or gather necessary information/files for initial analysis Present solutions or request data based on answers to targeted questions Service Request Data Collection (SRDC) articles designed for specific scenarios Solution Recommendations hand picked according to questions asked and answers provided Solution Recommendations known to solve a problem Take Action Take time to read known solution presented. Solution is displayed according to your answers provided during the flow. Follow any SRDCs presented. The purpose is to gather initial necessary information/files leading to faster resolution time. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted44

45. PoliciesResourcesToolsTraining Oracle Technical Support Policies http://www.oracle.com/support http://www.oracle.com/support /policies.html Primavera Support BlogDoc ID 793436.1Doc ID 793436.1 - Use My Oracle Support Hot Topics Email and Never Miss an Important Update-Use My Oracle Support Hot Topics Email and Never Miss an Important Update Doc ID 553747.1Doc ID 553747.1 - Get Proactive Essentials Webcast Series - Schedule-Get Proactive Essentials Webcast Series- Schedule Oracle Lifetime Support Policies http://www.oracle.com/us/supp ort/lifetime-support/index.html http:/ w.oracle.com/us/supp ort/lifetime-support/index.html Doc ID 1486951.1Doc ID 1486951.1 - Primavera Product Information Center Index-Primavera Product Information Center Index Oracle Premier Support: Get Proactive! (Doc ID 1389083.1) Doc ID 166650.1Doc ID 166650.1 - Working Effectively with Support Best Practices-Working Effectivelywith Support Best Practices Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Support Processes, Policies, Resources, Tools, Training Quick Reference Links

46. Questions? Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |