Jack Malloch Product Service Advisor

1. Global Support Services Jack MallochProduct Service Advisor

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

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. Key Elements of Premier Support Rights to Fusion Applications Global Reach Continuous Product Enhancements Global Support for Rapid Resolution Advanced Support Technologies Award-winning, world-class 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. Resources, Tools, And Best Practices New MetaLink UI – Features Oracle Security Patch Updates Finding critical and recommended Patches “Maintenance Wizard” (Upgrade Assistance for 11.5.10) Escalation Process

8. New and Improved MetaLink User Interface

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

10. New User Interface

11. New User Interface

12. 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 #

13. New Quick Search Capability

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

15. Upcoming Internet Seminarshttp://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

16. Oracle Security Patch Updates

17. Critical Patch Update for Jan ‘06 • See News & Notes in MetaLink “My Headlines” • Look for email announcements as well • Overview and FAQ documents • Note: 343382.1 - Oracle Critical Patch Update January 2006 Advisory • Note 343391.1 - Critical Patch Update - January 2006 FAQ • Note 290738.1 - Critical Patch Update Program General FAQ • Note 237007.1 - Security Alerts and Critical Patch Updates FAQ

18. Critical Patch Update Documentation Documents related to CPUJan2006 - for all the key info and details • Note 343383.1: Documentation Map • Note 343385.1: Oracle CPUJan2006 Pre-Installation for Oracle Application Server • Note 343387.1: Oracle CPUJan2006 Pre-Installation for Oracle Collaboration Suite • Note 343384.1: Oracle CPUJan2006 Pre-Installation for Oracle Database • Note 343389.1: Oracle CPUJan2006 Pre-Installation for Oracle E-Business Suite • Note 343390.1: Oracle CPUJan2006 Pre-Installation for Oracle Enterprise Manager Grid Control • Note 343391.1: Oracle CPUJan2006 FAQ

19. Finding Critical and Recommended Patches

20. Searching for Patches

21. Searching for Patches

22. Searching for Patches

23. Finding Recommended Patches

24. Finding Recommended Patches Cursor over Product Opens detail links

25. Maintenance Wizard For Upgrade Assistance

26. The Maintenance Wizard Benefits: • Guides you through the maintenance and upgrade processes • Identifies prerequisite tasks, preventing any “out of order” possibilities • Critical patch identification to prevent accidental omission • Automatically installs many required patches • Presents maintenance and upgrades as step by step processes • Steps can be automated • Steps are customizable based on Customer Instance or criteria • Steps can be copied from one project to another • Validates and tracks completion of each step • Maintains a log and status • Provides a user responsibility model with assignment of tasks • Confirmation and documentation of your successful upgrade

27. The Maintenance Wizard Features: • Oracle Application Upgrade • 10.7, 11.0.3, 11i to 11.5.10 • Oracle Database Upgrade • 8.1.7 to 9.2.0.6 • 8.1.7, 9.0.1, 9.2.0 to 10.1 • Multi-Tier-Platform capability • Sun Solaris, HP, AIX, Linux, TRU-64 • Secured Remote Access - Remote Shell (RSH), Secured Shell (SSH) • Define roles, assign tasks – Sysadmin, Project Admin, Engineer • Live Progress Reports, Historical Data, Timing Reports, Downtime requirement Reports • Patch analysis; live updates from MetaLink; refresh an instance from another instance

28. Maintenance Wizard for Upgrades More info and links to download the Maintenance Wizard Tool

29. Maintenance Wizard for Upgrades Also can be found in the Knowledge Browser

30. Maintenance Wizard for Upgrades This FAQ is frequently updated

31. Maintenance Wizard for Upgrades Frequently updated

32. Maintenance Wizard for Upgrades Note 215527.1 contains links to reference documents and instructional videos

33. Maintenance Wizard for Upgrades The demos will walk you through each step in using the Maintenance Wizard for upgrades

34. Maintenance Wizard for Upgrades Tracks roles assigned, actions completed, time taken, etc. for each step This report tracks every step of the upgrade from start to finish

35. The Maintenance Wizard Reference: • To download the latest version of the Maintenance Wizard from MetaLink, see Master Reference List • MetaLink Note 215527.1 • To review Frequently Asked Questions: • MetaLink Note 251253.1

36. Escalations Bringing Management Attention to your Service Request

37. Escalation Process Call US: 800 223 1711 Other Global Support Hot Lines: http://www.oracle.com/support/contact.html V.P. or Executive Senior Manager or Director Manager / Escalation Manager Support Representative Customer

38. Escalation Process Note 199389.1

39. Summary • Access MetaLink • Use My Headlines to keep up to date • Check out the latest Security Patch Updates • Use the tools in Patches & Updates to find critical and recommended patches • Take advantage of the Maintenance Wizard tool for Applications upgrades • Implement the Escalation Process when necessary • Provide feedback to help us keep improving MetaLink

40. Quick Reference • MetaLink: http://metalink.oracle.com/ • WEWS User Guide – Doc ID: 166650.1 • RDA Info – Doc ID: 314422.1 • Diagnostic Tests Catalog - 232116.1 • Escalation Process – Doc ID: 199389.1 • Severity Definitions and Support Policies:http://www.oracle.com/support/policies.html • OWC Website:conference.oracle.com • Quick Tutorial – located in the Quicklinks box on the right

41. Oracle Support Services oracle.com/support

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