The document provides an overview of Oracle's CRM On Demand enterprise SaaS solution and disaster recovery services. It discusses the current multi-tenant SaaS solution, roadmap including social CRM and industry specific CRM solutions. It also outlines the disaster recovery options available including standard backup services with daily backups and offsite storage, as well as a single tenant disaster recovery option with a secondary site 700 miles from the primary site and a recovery time objective of 24 hours.

1. Enterprise SaaS: Behind the Operational Scenes of CRM On Demand Adam May, Director of Product Management, CRM On Demand

2. 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. Safe Harbor Statement

4. Oracle CRM On Demand Strategy Integrated CRM Packaged integrations to EBS, JDE, Siebel etc Social CRM Social Networks, Sales Productivity Solutions Enterprise Grade SaaS Appropriate tenancy on Oracle’s Grid Industry CRM CRM Solutions by Industry

5. Enterprise Grade SaaS Its All About the Service . . . ? SaaS Vendors Customers “ I couldn't care one bit how the application was running as long as the delivery price, usability, functionality and performance meet my requirements. From an end user perspective, who cares if it is running multi-tenant or single tenant in a virtualized environment” Price Usability Functionality Performance

6. Enterprise Grade SaaS Its All About the Service . . . ? Availability Security Integration Upgradeability IT Organizations “ I take responsibility for my company; its data and its technology, I expect high availability, complete security, and tight integration with my other systems There are times in our business cycles when we cannot and will not allow upgrades or patches to be installed…” SaaS Vendors Customers “ I couldn't care one bit how the application was running as long as the delivery price, usability, functionality and performance meet my requirements. From an end user perspective, who cares if it is running multi-tenant or single tenant in a virtualized environment” Price Usability Functionality Performance

7. Enterprise Grade SaaS Flexible & Reliable Deployment Options Monitoring Management Shared Pods Private Pods @Customer

8. CRM On Demand Network Architecture Hosting Environment Business Tier DMZ Tier Presentation Tier Data Tier Pod 1 … Load-Balancing / SSL Acceleration / NIDS Database Servers Web Application Servers Interactive & Batch Business Process Servers Firewall … Pod N Internet HTTPS … CRM On Demand Shared Services Command Center: Management, performance and security tools Intelligent Routing LDAP (Authentication) SMTP (Email) Backup System Network Attached Storage End User

9. Customers Chose Enterprise Grade SaaS

12. <Insert Picture Here> Roadmap

15. There are Two Factors to Consider in DR Planning Catastrophe Strikes Disaster Declaration “ How much data can you afford to lose?” Recovery Point Objective (RPO) The maximum possible time-length for which data could be irretrievably lost if a disaster happens – usually equivalent to the time interval between backups Backups Service Restored “ How long can you afford to be down?” Recovery Time Objective (RTO) The maximum possible time-length for which the service could be down after a disaster is declared (note: this could be different from when a disaster actually strikes or begins to strike)

17. Disaster Recovery Comparison Description CRMOD CRMOD DR SLA 99.5 / 99.7 99.5 / 99.7 RPO Best Efforts 1 Hour Primary Site Location ADC ADC Operations Personnel Distributed Distributed Secondary Site TBD CO RTO Best Efforts 24 Hours Pricing Included Additional

18. Questions