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1. <Insert Picture Here>
Customer Support & Service Review
Premier, Lifetime and Extended Support
April 12, 2011
Patricia Woodruff
Customer Services Director for DOE

2. Agenda
• Oracle Premier Support
• Lifetime Support Policy
• Deliverables
• Pricing
• Extended Support Waivers & Dates
• Tax Updates via ACS
• Upgrade & Support Documentation
• Q & A

3. Oracle Premier Support
Complete
Support for the complete Oracle tech stack
across the solution lifecycle
Innovation Unlimited subscription to future product
and support innovations:
http://www.oracle.com/support/library/brochure/continuous-access-to-innovation.pdf
Lifetime Upgrades always included at no extra cost:
http://www.oracle.com/support/library/brochure/oracle-premier-support-brochure.pdf
Unmatched global scaleGlobal
Proactive Next Gen support platform
provides simplified support

4. Features
Applications Unlimited
• Oracle’s commitment to
protect, extend, evolve existing
applications
• Continue to derive value from
your existing Oracle
investments and applications.
• Benefit from world-class
support, research and
development
Fusion Applications
• Upgrade rights include Oracle
Fusion Applications for licensed
customers
• Will combine best-of-business
capabilities from all Oracle
Applications into a complete
suite
• Delivered on Oracle’s open
technology
Lifetime Support Policy
• Most Comprehensive Support
Policy in the Industry.
• Business Strategy Drives
Upgrade Strategy
• No Forced Upgrades
• Simple and Predictable
Premier Support Stage
• Provides support for Oracle
Database, Middleware,
Applications for 5 years from their
general availability date.
Years 1-5.
Extended Support Stage
• Provides an extra 3 years of
support for specific Oracle
releases for an additional fee.
Years 6-9.
Sustaining Support Stage
• Provides support for as long as
you license your Oracle products.
Years 10 – forever.
Oracle Premier Support – Lifetime
Major upgrades always included at no extra cost
Proven Benefits
• Upgrades, including major
architectural shift, always
included at no extra cost
• Sustaining Support is Forever
and Included at no extra cost
• Support for the Complete
Oracle Tech Stack
• Lifetime Support 5-3-FOREVER
(vs. 7-2-END from SAP)

5. Copyright© 2009, Oracle. All rights reserved.
Lifetime Support Policy
t
Years from General Availability(GA) – From 5 years to Forever
Extended Support is offered for the terminal patch set release of SPECIFIC product releases.
Sustaining Support is offered for ALL releases.
5 Years
ExtendedExtended SupportSupport
Premier SupportPremier Support SustainingSustaining SupportSupport
Indefinite
3 Years
General
Availability(GA)
Choices:
1. Extended Support (if offered)
2. Sustaining Support
Sustaining Support
Continues Indefinitely
0 5 8

6. Lifetime Support Policy
Deliverables
Premier
Support
Extended
Support
Sustaining
Support
Major Product and Technology Releases   
Technical Support   
Access to Knowledge Base through Customer
Portal, My Oracle Support
  
Updates, Fixes, Security Alerts, and Critical Patch
Updates
  Pre-existing Only
Tax, Legal, and Regulatory Updates
(6 years for PeopleSoft & JD Edwards products)
  Pre-existing Only
Upgrade Scripts   Pre-existing Only
Certification with most existing Third Party
Products/Versions
  NoNo
Certification with most new Third Party
Products/Versions
 NoNo NoNo
Certification with most new Oracle Products  NoNo NoNo
Certification with most existing Oracle Products   NoNo

7. Lifetime Support Pricing
Year Service Pricing
1-5 Premier 22% of license fees (new customer)
Current Support fee (existing customer)
6-8 Extended Support Year 6: 10% uplift over current Premier
Support fee
Year 7 & 8: 20% uplift over current Premier
Support fee
9+ Sustaining Support Same as Premier Support Fee
• For releases that do not have an Extended Support stage, Sustaining Support would be in effect
in year 6, and the fee would be equal to your Premier Support fee.
• Extended Support pricing will conform to any existing contract limitations ( by license set)
• For Pricing Estimates email Kathy Murray – Support Renewals Rep ; kathy.murray@oracle.com.
• Provide CSI # and specific products needing extended support
NOTE: Sustaining Support will be available for as long as you license your Oracle products

8. Extended Support Waivers
Extended Support
Waive Fee for First Year of Extended Support
End Date Premier Support Period Of Extended Support Waiver
• Oracle EBS 11i10 Nov 2010 Dec 2010 – Nov 2011
• JD Edwards EnterpriseOne 8.11 Dec 2009 Jan 2010 – Dec 2010
• Siebel CRM 7.8 May 2010 June 2010 – May 2011
• Oracle Database 10gR2 Jul 2010 Aug 2010 – Jul 2011
• PeopleSoft Enterprise 9.0 Apr 2011 – Dec 2013 May 2011 – Jan 2014 *
Waive Extended Support Fee through June 2011
End Date Premier Support Period Of Extended Support Waiver
• PeopleSoft Enterprise 8.9 Jun 2009 thru Feb 2011 Jul 2009 thru Jun 2011
* The waiver only applies to the first year of Extended Support for any given
PeopleSoft product

9. Extended Support Waivers (con’t)
• PeopleSoft Enterprise HRMS 8.8: Extended Support has been extended one year from
Dec 2010 to Dec 2011
• Ebus 11i9: The third year Sustaining Support (through June 2011) includes S1
production fixes (but no US Tax Form 1099 or other updates)
• Oracle9i Database 9.2: Extended Support (S1 only without CPU's) is available through July
2012 for Solaris and various third-party platforms. See TSP for latest details.
• Fusion Middleware 10gR2 or 10gR3 embedded in E-Business Suite 12 will remain supported
for the duration of the E-bus 12 support period.
• Database 10grR2: For Extended Support, 10.2.04 will be supported with new fixes for 1 year
after the 10.2.05 terminal patch set is released. For platform release dates, see:
https://support.oracle.com/CSP/main/article?cmd=show&type=NOT&id=209768.1
• Database 10gR2 on IBM Linux on System Z , IBM Linux on POWER Systems, HP OpenVMS
Itanium, and Windows Itanium: Extended Support Fee Waiver Period has been extended for
one year (fee waived from August 2010 – July 2012)
• Database 10gR2 on Linux Itanium: Extended Support fee will be waived for three years (from
August 2010 – July 2013)

10. Key Support Dates for DOE
Applications Brochure
Release GA Premier
Ends
Tax &
Legal
Extended
Ends
Sustaining
PS HCM 8.9 DEC 2004 DEC 2009 DEC 2010 DEC 2012 INDEFINITE
PS FIN 8.9 AUG 2005 AUG 2010 AUG 2011 AUG 2013 INDEFINITE
PS SCM 8.9 AUG 2005 “ “ “ INDEFINITE
PS HCM 9.1 SEPT 2009 SEPT 2014 SEPT 2015 SEPT 2017 INDEFINITE
PS FIN 9.1 NOV 2009 NOV 2014 NOV 2015 NOV 2017 INDEFINITE
PS SCM 9.1 NOV 2009 “ “ “ INDEFINITE
11.5.10 NOV 2004 NOV 2010 NA NOV 2013 INDEFINITE
R12 JAN 2007 JAN 2012 NA JAN 2015 INDEFINITE
R12.1 MAY 2009 MAY 2014 NA MAY 2017 INDEFINITE

11. Tax Updates - PeopleSoft
ACS Service Offering
• Issue: Sustaining Support does not include tax updates
• Option: North American Payroll Tax Update (NAPTU) Service is a
fee- based ACS offering for PSFT HRMS 8 SP1, 8.3 SP1, and 8.8 SP1
(post Dec 2011)
• A fully outsourced patch creation process that follows the same schedule and
Oracle Customer Connect delivery as for Premier and Extended Support
customers, NAPTU provides a seamless transition to Sustaining Support for
tax regulatory updates
• The service will include upgrade scripts and if there is a bug associated with
either the patch or the upgrade script, Oracle will issue another patch
• NAPTU is a Fixed-Price, Packaged Service for an annual term priced at
$50K annually
• Extended Support must be expired to qualify for this service, and the
customer must be current on support for the terminal release
• Note: Tax year 2011 will be the last year for versions 8 SP1 and 8.3 SP1

12. Upgrade & Support Documentation
Oracle Support Upgrade Advisors – Document 250.1 (EBS & DB)
• Minimum Baseline Patch Requirements for Extended Support on Oracle E-
Business Suite 11.5.10 (Doc ID 883202.1)
• Critical E-Business Suite11i (11.5.10) Extended Support Information on
Minimum Baseline Patch Requirements (Doc ID 1116887.1)
• Extended Support Patch Level Verification in Oracle E-Business Suite
Release 11.5.10 (Doc ID 1178133.1) [Patch:9803629 can be downloaded to
assist customers in determining the list of patches needed for the minimum
baseline level as indicated in Document 883202.1]
Extended Support
• Support Fee Waivers documented within Oracle Technical Support Policies
found at: http://www.oracle.com/support/collateral/oracle-technical-support-
policies.pdf
• Oracle Extends Support Value for Customers documented at:
http://www.oracle.com/us/corporate/press/018465
• FAQ – Extended Support & Waivers found at:
http://www.oracle.com/support/library/extended-support-faq.pdf

13. Support Resources
• Lifetime Support Policy (LSP) brochures:
http://www.oracle.com/us/support/lifetime-support/lifetime-support-software-
342730.html
• Applications LSP brochure: http://www.oracle.com/us/support/library/lifetime-
support-applications-069216.pdf
• LSP FAQs http://www.oracle.com/us/support/library/oracle-lifetime-support-policy-
faq-069234.pdf
• Unlimited subscription to future product and support innovations:
http://www.oracle.com/us/support/library/continuous-access-to-innovation-
069210.pdf
• Premier Support Brochure - Upgrades always included at no extra cost (i.e.,
lifetime support): http://www.oracle.com/us/support/library/oracle-premier-support-
brochure-069189.pdf
• Technical Support Policy (TSP) documents:
• http://www.oracle.com/us/support/policies/index.html

14. Support Webinars
• Working Effectively with Support (WEWS)
• Upgrade EBS from 11.5.10 to 12i
• E-Business Suite R12 Best Practices
• E-Business Suite R12 Support Diagnostics Tools
• My Oracle Support Communities
• My Oracle Support Upgrade Advisors
• ACS Overview

15. © 2008 Oracle Corporation – Proprietary and Confidential 15
Q U E SQ U E S T I O N ST I O N S
A N S W E R SA N S W E R S

16. © 2008 Oracle Corporation – Proprietary and Confidential 16
Support - Where to Start
Lifetime Support Datasheets
Updated monthly to provide you with all of the up-to-date support
timeframe information: http://www.oracle.com/support/premier/lifetime-support-
policy.html & http://www.oracle.com/support/library/oracle-lifetime-support-policy-faq.pdf

17. © 2008 Oracle Corporation – Proprietary and Confidential 17
Lifetime Support Alerts
• Customers and Partners can set up Alerts in My Oracle Support
via their Settings > Hot Topics E-Mail.

18. © 2008 Oracle Corporation – Proprietary and Confidential 18
Lifetime Support Pricing
FAQs available
• The Oracle Premier Support and Oracle Lifetime Support Policy
Frequently Asked Questions document is customer facing on
Oracle.com.
• Section I: Oracle Premier Support Program
• Section II: General Lifetime Support
• Section III: Extended Support & Pricing
• Extended Support is optional and Applied only to the Oracle
programs that have migrated to Extended Support.
• Customers who choose not to purchase Extended Support, or
customers running versions for which ES is not offered, will
move directly to Sustaining Support.

19. © 2008 Oracle Corporation – Proprietary and Confidential 19
Extended Support
Pricing Example
• The Extended Support uplift is based upon the year that the ES
is offered, not purchased.
– For example, if ES is offered from January 2011 - December 2013:
• The 10% uplift is applicable to ES for the period of
January 2011 - December 2011.
• The 20% uplift is applicable for ES for the period of January 2012
- December 2013.
– If the customer decided to purchase ES in June 2011, then they
would pay the 10% uplift for the period of June 2011 - December
2011 and 20% uplift for the period of January 2012 – June 2012.
– If the customer decided to purchase ES in June 2012, then they
would pay the 20% uplift since the ES offering would be in it’s
second year.

20. © 2008 Oracle Corporation – Proprietary and Confidential 20
Lifetime Support
PeopleSoft Enterprise
• If a release has an Extended Support stage, in the first year of
Extended Support customers can receive an additional year
(year 6) of Tax, Legal, and Regulatory support for their Premier
Support fee.
– Customers do not have to purchase the first year of Extended
Support if they would only like to receive Tax Updates in that first
year.
– If a customer would also like to receive new Fixes, new Upgrade
Scripts, etc., they would need to purchase Extended Support.
– Once the additional year of Tax Update support expires, customers
who would like to continue to receive Tax Updates will need to
purchase the 2nd and 3rd years of Extended Support, priced
applicably.

21. © 2008 Oracle Corporation – Proprietary and Confidential 21
APPENDIXAPPENDIX -- CSD ROLECSD ROLE

22. © 2008 Oracle Corporation – Proprietary and Confidential 2222
DOE Account Coverage Model
DOE Applications Leads
• Management - Heidi Buffington
• App Lead/West – Scott Schmitt
• App Lead/East – Banh Voung
• App Lead/Central – Banh Voung
• CRM – Frank Jones ??
• Primavera – Chris Sala
DOE West Sales Leads
• Tech Lead – Rob Jett
• Tech SC – John Hax
• Tech MW – Josh Norton
• Tech BI – Tim Ehrsam
• Tech ID – New
• Tech OD – Casey Sisson
DOE Support & Services X USA
 CSD – Patricia Woodruff
 OCS – Reggie Bowers
 ACS – Bill McDonald
 Contracts – Kathy Ann Murray
 Education – Kimberly Bensimon DOE SUN Team
 SAM – Barry Lawson
 West – Jean Villamarin
 West – Jennifer Jacobson
 Mid Atlantic – Jim Lukawski
DOE East Sales Leads
 Tech Lead – David Robinson
 Tech SC –
 Tech – Josh Norton
 DB – Jerry Weismann
 OD – Kevin Frye

23. © 2008 Oracle Corporation – Proprietary and Confidential 23
23
CSD – Program/Role Highlights
• Goal - Increase DOE’s Customer Satisfaction
• Ensure Customer Success with Oracle Products and Services
• Mission - Understand the DOE’s business priorities / drivers and
maximize the value of Oracle investment
• Enterprise Support Program
• Customer Management
• Service Management
• Situation Management
• Product Lifecycle Management

24. © 2008 Oracle Corporation – Proprietary and Confidential 24
24
Customer Services Director Role
Strategic Focus – Problem Avoidance (>80%)
• Serve as primary management point of contact within Oracle Support
• Understand DOE’s Business Needs and IT Strategies
• Support Labs (as a “Trusted Advisor”) to leverage the investment
made in Oracle solutions (short term & long term)
• Increase/sustain overall customer satisfaction
• Collaborate on Roadmap/Migration Planning for ongoing supportability
• Deployment (ROI Achievement)
• Upgrades (Map to Oracle Lifetime Support model)
• Share best practices for improved supportability and adoption of Oracle
support tools, technologies and processes
• Risk/problem avoidance
• Continuous Improvement via Customer Success Program framework
• Quarterly reviews to measure/analyze support metrics and determine if
any actions are needed

25. © 2008 Oracle Corporation – Proprietary and Confidential 25
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Customer Services Director Role
Tactical Focus – Problem Resolution (<20%)
• Facilitate and coordinate the delivery of Oracle Support services to meet
the needs of DOE
• Educate Customer on effectively using Oracle Support standard
processes and tools
• Support Webinars, Tools & Technologies
• Escalation Process
• Assist DOE in evaluating other optional value-added support offerings.
• Onsite Support from Advanced Customer Services - ACS or OCS
• Training Plans & Education via Oracle University
• Serve as primary management escalation path for critical issues that
require focused effort by Oracle and DOE
• Escalated Issue management oversight for specific matters, CSD role
does not provide issue management for all customer’s service
requests (SR/Bug).
• Renewals Contract Q&A