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 Oracles products remains at the sole discretion of Oracle.

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Oracle Collaborative Vendor Support (OCVS) Program

Global Support Partner Operations Oracle Global Customer Support Services January 2013
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Agenda
What is the Oracle Collaborative Vendor Support (OCVS)

Program and Program Benefits Identifying Partner Challenges OCVS Value Proposition OCVS Program Overview and Process Taking Advantage of the Oracle PartnerNetwork (OPN) OCVS Benefit Summary

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

What is the OCVS Program and Program Benefits

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Why Collaborative Vendor Support

Most end user computing environments operate as a heterogeneous

IT environment Heterogeneous environments require cooperative support Vendor collaboration is an industry best practice standard OCVS is Oracles collaborative program designed to provide cooperative support to reduce time to resolve issues

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

OCVS Program and Program Benefits

Industry-leading Collaborative Vendor Support Program is a support

benefit of Oracles OPN program OCVS facilitates interoperability support between Oracle and Oracles OPN Partners on behalf of mutual customers Benefit that must be applied for at an OPN Gold Membership Level or above Uses consistent, collaborative support processes to maximize the joint customer experience

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Identifying Partner Interoperability Support Challenges

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Interoperability Support Challenges Were Hearing from Partners

! Complexity of Collaborative Vendor Support Environments: Seamless integration of a wide variety of vendor products is an expectation which continues to challenge support and support management alike

Supporting a Complete, Integrated Stack Not only are collaborative vendor support issues becoming increasingly complex, but so are the information technology (IT) and business support requirements in supporting a complex, integrated stack

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Interoperability Support Challenges Were Hearing from Partners (continued)

! Increasing Call Resolution Times: Technology Service Industry Association (TSIA) benchmark data reveals that collaborative cases on average take 4.25 times longer to resolve. End users need faster resolution times Prohibitive Training Demands for Technical Analysts: Cross-training available support personnel in the unlimited combinations of collaborative vendor environments is neither time or cost effective

!
9 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

OCVS Value Proposition

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OCVS Value Proposition to Partners

Value Gained using OCVS
As an OPN Member, you gain access to the OCVS Program as part of your membership benefit Partners work seamlessly with Oracle to resolve end users technical issues (complexity is masked) Provides standardized, consistent global processes to support IT requirements of integrated stack of hardware/software (HW/SW) products Improved collaboration drives better response time and results in less risk to end customers in the operation of their systems Reduces partner training commitment for in-depth training of Oracle products
11 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

OCVS Program Overview Requirements

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OPN Requirements for acceptance into the OCVS Program

Partner must be an OPN Gold member (or above) in good standing Partner must apply to participate in OCVS OPN Benefit and receive confirmation of acceptance Partner must complete this OCVS Overview eSeminar Partner must have a customer with an active Oracle Premier Support Agreement

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

OPN Requirements for Collaboration

Partner must agree to collaborate with Oracle Partner must follow specific product focus inbound contact

instructions Partner must use the OCVS Program-specific Support Identifier (SI) number assigned to their company Partner must provide the customer's support identification number when opening a service request (SR)

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OPN Requirements for Collaboration (cont)

Partner must respond to all requests from Oracle

(within their published hours of operation) based on Oracles defined severity levels found in the Technical Support Policies Provide and maintain standard contact information and instructions for Oracle Provide and maintain escalation instructions for Oracle

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The OCVS Program is Not

Its important to note that OCVS is not:

A resource for development or related project issues A replacement for receiving Support from Oracle and having proper

Support Agreements in place

A Level 2 (L2) to L2 support engagement

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Taking Advantage of the OPN OCVS Benefit

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Where OPN Partners Connect to OCVS

Application and OCVS Details: http://www.oracle.com/partners/support (OPN Password required)

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How Can you Apply for the OPN-OCVS Benefit

If questions, contact us at: OCVS_Assistance_WW@oracle.com

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Program Member Contact Information (OPN)

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How does an OCVS Vendor Contact Oracle (Inbound)

OCVS vendor remains the customer contact communicates with Oracle through the SR

Customer Reports Technical Issue

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Vendor Support

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When Oracle Support Contacts Partner Team (Outbound)

Using published contact information, Oracle Support initiates call with the OCVS vendor

Vendor Contact Instructions are published on Oracles Intranet

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Oracle Opens Ticket With Vendor

Vendor Support

OCVS-Vendor and Oracle Support must agree to close the call

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Summary

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Summary
Oracles industry-leading OCVS Program is a free support

benefit that partners can apply to as active members of OPN OCVS facilitates seamless interoperability collaborative support between Oracle and Oracles OPN partners benefiting our mutual customers OCVS uses consistent, collaborative processes to maximize the customer experience and reduces risk associated with complex integrated IT stack

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Additional Questions?
Email the OCVS Team:
OCVS_Assistance_WW@oracle.com

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