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Oracle Becomes First Enterprise Software Company to Receive J.D. Power and Associates Certification for Outstanding Service and Support


Oracle® Support Earns Unique, Cross-Industry Recognition Based on Customer Satisfaction; Demonstrated Industry Best-Practices and Superior Ownership Experience.

REDWOOD SHORES, Calif. 23-JAN-2006, Oracle today announced it has become the first enterprise software provider to receive the J.D. Power and Associates Certified Technology Service and Support (CTSS) certification for providing an outstanding customer service experience. The recognition for Oracle’s North American customer support operations is based on cross-industry customer satisfaction research and an extensive audit conducted jointly by the Service & Support Professionals Association (SSPA) and J.D. Power and Associates.

Oracle� Customer Support has long been a leader in providing highest levels of customer support and service innovation to Oracle’s global customer base. Oracle Premier Support has received many industry awards by providing not only speedy and comprehensive problem resolution but also by proactively helping Oracle customers maximize the ongoing value received from their Oracle investments. Oracle customers can leverage Oracle’s innovations in supportability tools, automation, and software management.

To earn the J.D. Power and Associates certification, Oracle out-performed on a rigorous set of standards across a variety of customer service criteria, including strategic management, marketing, sales and universal delivery processes, as well as additional service and support criteria covering both assisted support and non-assisted support.

“As a company, we strive to deliver a Superior Ownership Experience to our customers and we are determined to become the industry benchmark for outstanding Customer Support,” said Juergen Rottler, executive vice president, Oracle Support and Oracle On Demand. “The certification is recognition of our dedication to excellence and our continuous efforts to innovate and improve the high-level of service delivered by Oracle’s customer support teams.”

J.D. Power and Associates found that Oracle met, or exceeded, the standard for assessing customer satisfaction. The CTSS certification covers support services delivered in North America for Oracle Technology and Oracle Applications, including PeopleSoft and JD Edwards product families.

Unique Certification
Jointly developed by the SSPA and J.D. Power and Associates, the certification is unique in three ways:

It evaluated 195 aspects in five key areas of Oracle’s service and support operation that directly impact the customer experience, including call centers, repair depots, online support, real-time chat, email support, operational processes and fee-based services;

It only applies to technology companies; and

It surveyed a large number of customers on their phone, online or product repair experience to assess their satisfaction.

“The J.D. Power and Associates CTSS certification confirms that Oracle Premier Support is world-class,” said J.B. Wood, president and CEO, Service & Support Professionals Association. “Oracle customers believe that their Oracle technology and application products will help them keep pace with their changing business needs with direct access to support experts and advanced on-line tools available only from Oracle Support.”

Oracle: Part of a New Standard for Technology Service and Support
CTSS is the new standard for excellence in technology service and support and was developed by the industry for the industry. CTSS is overseen by a Standards Board with more than 50 leading companies from all segments of the technology industry to guide development of the program. The CTSS standard will be enhanced twice a year by the Standards Board to keep it current with the latest in technology support.

CTSS combines best practice audits to ensure that companies have sustainable policies and procedures to ensure that they can systematically deliver excellent service with an independent customer satisfaction survey to make sure that customers perceive the benefits of the company’s policies and procedures. The CTSS certification is awarded to companies that meet both the internal and external requirements of the program. Oracle Support is unsurpassed in its global reach, scale and depth of services, which are delivered by 17 hubs located throughout North America, Europe, Middle East, Asia Pacific, Japan, and Latin America. Oracle is experiencing an increase in Customer Satisfaction ratings, Support renewal rates and year over year growth.

Oracle Lifetime Support Offers Superior Ownership Experience
Recent third-party, customer surveys and industry awards confirm that Oracle Support services contribute to a superior ownership experience for Oracle customers worldwide. The Oracle Lifetime Support Policy is the most comprehensive support policy in the industry. The policy drives customer value from current Oracle investments and consists of three stages of support: Premier Support, Extended Support and Sustaining Support. For more information on Oracle Support, please visit our website at The Oracle Lifetime Support Policy is subject to terms, conditions and restrictions. For the terms and conditions, go to policies.pdf

About the CTSS Program
The CTSS program was jointly developed by J.D. Power and Associates and the SSPA earlier this year, with version 1.0 of the program launching last month. The CTSS program features a unique certification structure that lets companies with different business models apply for certification under those modules that are relevant to their business. Under the program design, all companies will be required to be certified across a common set of core criteria. Companies will also be certified for additional service and support criteria � Assisted Support, Non-Assisted Support, Field and Depot Service � based on the way they deliver their services. In addition, the program will accommodate certification for companies who deliver their services through a services outsourcer or channel partner.

Queries about the J.D. Power and Associates Certified Technology Service & Support program can be made by calling 1-858-674-5491 or visiting

About the SSPA
The Service & Support Professionals Association (SSPA) is chartered with bringing together the service and support community’s best and brightest minds to deliver a relevant blend of market research, programs and certifications including prestigious J.D. Power & Associates Certified Technology Service & Support, as well as networking, media and analyst relations, education and other information resources. SSPA core constituents include the world’s leading enterprise and consumer technology companies as well as the scores of innovative small and mid-sized companies that serve to continually refresh the industry by bringing new ideas and processes to the marketplace. For more information, visit

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers and businesses annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About Oracle
Oracle (NASDAQ: ORCL) is the world’s largest enterprise software company. For more information about Oracle, visit our Web site at

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