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1 < insert Picture here > Advanced Customer Support Services Karoly Debreczeni ACS Sales Representative 2 Source: Gartner Research & IT Process Institute 3 About Oracle Advanced Customer Support Services Mission Critical Support Services * Europe's leading blue-chip index for the Eurozone A global organization within Customer Support Services, providing tailored Mission Critical Support services to maximize availability for customers with complex IT requirements Advanced Support Packs combine unique Oracle Development & Advanced Support expertise with Oracle tools & best practices to accelerate ROI, optimize performance and improve reliability Advanced Support Engineers provide highly proactive & preventive support with diagnostic and monitoring tools to anticipate, identify and remediate issues for all Oracle mission critical systems Strategic Support relationships focused on collaborative, long term partnerships Companies who use ACS Services 94% of the S&P Global 100 companies 94% of the Dow Jones STOXX 50* 78% of the global Fortune 100 companies 5 of the top 5 telecommunications companies 9 of the top 10 global banks 4 of the top 5 aerospace and defense companies 4 ACS Portfolio 2011 Oracle Corporation Proprietary and Confidential 1 2 3 2.

2 TIME & MATERIALS SERVICES 3. ANNUAL SERVICES Solution Support Center Business Critical Assistance Advanced Support Assistance Priority Service Advanced Monitoring & Resolution Onsite Advanced Support Engineers Quarterly Patch Update Complete Stack Coverage 1. FIXED SCOPE SERVICES Install & Configuration Configuration & Build Review Production Support Readiness Go-live Support Performance & Availability Review Patch Review & Deployment Knowledge Transfer Sessions Oracle Applications Engineer Fusion Middleware Engineer Database Engineer Server Engineer Storage Engineer Technical Account Manager Advanced Support Delivery Manager 5 ACS Portfolio: Annual Services 1 TIME & MATERIALS SERVICES ANNUAL SERVICES Solution Support Center Business Critical Assistance Advanced Support Assistance Priority Service Advanced Monitoring & Resolution Onsite Advanced Support Engineers Quarterly Patch Deployment Complete Stack Coverage FIXED SCOPE SERVICES Install & Configuration Configuration & Build Review Production Support Readiness Go-live Support Performance & Availability Review Patch Review & Deployment Knowledge Transfer Sessions Oracle Applications Engineer Fusion Middleware Engineer Database Engineer Server Engineer Storage Engineer Technical Account Manager Advanced Support Delivery Manager 6 Annual Services Tailor your solutions by choosing from more than 50 service modules 7 Solution Support Center (SSC)

3 DEDICATED SUPPORT TEAM 24X7 Dedicated Hotline & Immediate Response Intimate Knowledge of Customer Business & Environments Onsite & Remote Support Engineers Root Cause & Corrective Action Plans ADVANCED SUPPORT DELIVERY MANAGER Local / Onsite & Assigned to Customer Customer Single Point of Contact for Support Issues Escalation Management Proactive Support Reviews PRIORITY SERVICE REQUEST HANDLING Faster Service Request response times Prioritization of Service Requests in Support work queue Escalations of Service Requests to Duty Managers based on elapsed time PREVENTIVE SERVICES Preventive advice delivered based on specific Customer Knowledge Advanced Diagnostic Tools providing Actionable Recommendations Patching, Configuration & Product Use Guidance BENEFIT Increase Availability Improve Performance & Reliability Reduce Operational Cost Reduce Risk 8 Advanced Monitoring & Resolution ADVANCED MONITORING 24x7x365 monitoring of advanced telemetry by Oracle Advanced Support Engineers Event filtering Alerts when specific metrics exceed predefined thresholds Reporting on event management, performance and availability A single global knowledge base.

4 Tool set and Mission Critical portal Response Time SLAs ADVANCED RESOLUTION 24x7x365 closed-loop incident resolution by Oracle Advanced Support Engineers Root cause analysis and corrective action Problem management Proactive analysis & preventive maintenance Patch reviews & recommendations Performance and availability reporting Storage & database provisioning Response time SLAs BENEFIT Maximum Availability Optimize Performance & Reliability Predictable Operational Costs Reduced Risk 9 Advanced Monitoring Center State-of-the Art Advanced Monitoring Center in Reston, VA 1 Large Auditorium 9 Customer Conference Rooms Technology Demonstrations Virtual Product Tours ACS Control Center 10 ACS Portfolio: Fixed Scope Services TIME & MATERIALS SERVICES ANNUAL SERVICES Solution Support Center Business Critical Assistance Advanced Support Assistance Priority Service Advanced Monitoring & Resolution Onsite Advanced Support Engineers Quarterly Patch Deployment Complete Stack Coverage FIXED SCOPE SERVICES Install & Configuration Configuration & Build Review Production Support Readiness Go-live Support Performance & Availability Review Patch Review & Deployment Knowledge Transfer Sessions Oracle Applications Engineer Fusion Middleware Engineer Database Engineer Server Engineer Storage Engineer Technical Account Manager Advanced Support Delivery Manager 2 11 Fixed Scope Services Customers tailor their requirements by choosing from more than 20 fixed scope support packs 12 PRODUCTION READINESS Comprehensive packaged services performed by Oracle Advanced Support Engineers Accelerate deployment time using pre-tested

5 Gold images Reduce downstream system stability and reliability issues Delivered utilizing a unique combination of Oracle expertise, tools & best practices Designed to compliment 3rd party implementers & Oracle partners PRODUCTION OPTIMIZATION Maximize availability through proactive & preventive maintenance packs Keep current with Oracle recommendations based on industry specific advice Reduce risk & change management delays by leveraging the best Oracle expertise available Scalable and modular packs that can be tailored to business & operational needs BENEFIT Accelerate Return on Investment Reduce Downstream Risk Maximize Availability Optimize Performance & Reliability Fixed Scope Services Advanced Support Packs 13 ACS Portfolio: Time & Materials Services TIME & MATERIALS SERVICES ANNUAL SERVICES Solution Support Center Business Critical Assistance Advanced Support Assistance Priority Service Advanced Monitoring & Resolution Onsite Advanced Support Engineers Quarterly Patch Deployment Complete Stack Coverage FIXED SCOPE SERVICES Install & Configuration Configuration & Build Review Production Support Readiness Go-live Support Performance & Availability Review Patch Review & Deployment Knowledge Transfer Sessions Oracle Applications Engineer Fusion Middleware Engineer Database Engineer Server Engineer Storage Engineer Technical Account Manager Advanced Support Delivery Manager 3 14 Time & Materials Services Advanced Support Engineers Customers extend their operational capabilities with highly skilled & experienced Oracle Advanced Support Engineers 15 ADVANCED SUPPORT ENGINEERS 4.

6 000+ Advanced Support Engineers Working in 127 countries in 45 languages Industry-specific expertise Industry-leading customer satisfaction rates Focused on pre-production readiness, go-live support & production optimization Experienced supporting large scale, complex Oracle technology deployments Deep relationships with Oracle Support & Development Knowledge transfer & specialist guidance Average 10+ years Oracle experience Complete stack coverage BENEFIT Reduce Risk Streamline Support & Operations Increase Return on Investment Optimize Performance & Reliability Time & Materials Services Advanced Support Engineers 16 ANNUAL SERVICES Solution Support Center Business Critical Assistance Advanced Support Assistance Priority Service Advanced Monitoring & Resolution Onsite Advanced Support Engineers Quarterly Patch Deployment Complete Stack Coverage FIXED SCOPE SERVICES Install & Configuration Configuration & Build Review Production Support Readiness Go-live Support Performance & Availability Review Patch Review & Deployment Knowledge Transfer Sessions TIME & MATERIALS SERVICES Oracle Applications Engineer Fusion Middleware Engineer Database Engineer Server

7 Engineer Storage Engineer Technical Account Manager Advanced Support Delivery Manager ACS Portfolio: Product Specific Offerings 17 Advise & Plan Design & Build Deploy Support Implementation Services Oracle Exadata Start-up Pack Oracle Premier Support On Demand Manage Customer Manages Oracle Manages Advisory Services Solution Support Center Advanced Monitoring and Resolution Advisory Services Production Support Readiness Installation and Configuration Services Education Services Quarterly Patch Deployment Service Included in Start-up Pack 18 19 Questions? 20 Appendix < insert Picture here > 21 Advanced Customer Support Services for Communications Features Extensive Siebel expertise to ensure optimized, supportable production systems for easier maintenance Advanced Monitoring and Remediation and dedicated support teams Network Grade Support solutions for prepaid billing solutions Solutions designed specifically for consolidated systems such as Oracle Exadata Benefits Greater efficiency and increased adaptability Expedite implementations enabling business expansion & revenue growth Decrease total cost of ownership Maximum availability and system reliability Faster problem resolution Who Uses ACS?

8 5 of the top 5 telecommunications companies Maximize system availability to ensure 24x7 uninterrupted service operations. Expertise in telecom services. SLAs for selected products to cover penalties for outages. Our TAM is a valuable asset in the CRM On Demand team at DIRECTV. The TAM s overall guidance and technical grasp on the product is remarkable and has helped us steer in the right direction on numerous occasions. The TAM s support and timely information sharing and customer advocacy has helped build a good relationship with Oracle in general. Chris Erik Walters Program Manager Business Solutions Sales Operations DIRECTV, Inc. 22 Advanced Customer Support Services for Financial Services Maximize system availability to meet increasing regulatory pressures and customer service demands. Assure your business continuity through predictive issue avoidance. The expert advice of Oracle Advanced Customer Services gives us robust database administration and provides the proactive focus we need to prevent technical problems and system incidents.

9 Oracle Advanced Customer Services has helped us achieve an average system availability of Gladys Fernandez Database Administration Manager Banesco Features Deep Oracle Database, RAC and Advanced Options expertise to ensure availability and secure critical customer data Advanced Monitoring and Remediation and dedicated support teams to consolidate operations and help ensure the availability and optimization of your most mission critical systems Advanced Engineering expertise to measure technology effectiveness, system performance and end-user productivity Benefits Cost-effectively maintain compliance with industry regulations Gain competitive advantages through reduced system integration and maintenance costs Avoid costly downtime and reduce the cost, risk and complexity of managing mission critical systems Who Uses ACS? 9 of the top 10 Banks 23 Advanced Customer Support Services for Public Sector We call on Oracle Advanced Customer Services for Linux support.

10 With Oracle Advanced Customer Services assistance, we have mastered some of the higher end management tasks. This not only reduces maintenance costs, but gives us complete control over our Oracle environment. Chris Perry Oracle Project Support Manager Parks Victoria Features COE Services to enhance the capability of shared service teams Advanced Engineering expertise to measure technology effectiveness, system performance and end-user productivity Performance and availability analytics to enhance productivity reliability and reduce the cost of managing existing systems Benefits Achieve overall cost savings while enhancing service delivery Meet fast-changing legislative & regulatory requirements within budgetary constraints Drive innovation and collaboration Who Uses ACS? DEFRA Liverpool Direct Limited Correos Customize mission critical support services to meet fast-changing legislative & regulatory requirements within budgetary constraints.