"The WebStar Service Award serves as the highest form of recognition in the service and support industry," said Bill Rose, SSPA Founder and CEO. "Oracle delivers an impressive array of 'high touch' customer support as well as world class web-based services which include self-service tools and resources. These services demonstrate that Oracle is truly deserving of a WebStar Award."

"With over 80 percent of Oracle's global customers using OracleMetaLink to find solutions themselves, as well as interact with Oracle Support Services directly, we believe we are leading the industry in effective online customer support," said Mike Runda, vice president, Oracle Product Support Services. "As a result of OracleMetalink, as well as online collaboration tools such as Oracle Direct Connect, our primary goals of reducing problem resolution times and increasing customer satisfaction rates are being achieved. By deploying our web-based support applications we have enabled our customers to self-serve on schedules that best fit their needs."

Oracle's web-based services include OracleMetalink, a customer-facing application that includes a robust self-service knowledge repository, technical repositories and forums, and the ability for customers to electronically file and track service requests themselves. OracleMetalink allows customers to find immediate solutions to their issues, and log service requests electronically. This online connection with the customer allows for global skills-based-routing of service requests to the most qualified Oracle support engineer, resulting in faster time to issue resolution and immediate feedback to the customer. Currently, on a worldwide basis, more than 80 percent of customers submit service requests to Oracle via OracleMetalink.

Other innovative online service delivery tools include a variety of diagnostic tools to speed problem classification, and online collaboration tools, such as Oracle DirectConnect (ODC) to greatly increase resolution time. Through ODC, with customer permission, Oracle support engineers connect directly to customer environments to provide proactive remote services, diagnostics, and collaborative on-line problem resolution in a shared environment. Customers that take advantage of this connection to Oracle can experience up to 40 percent faster resolution on service requests and 98 percent of the customers rate the service as beneficial.

About Oracle Support Services
Oracle Support Services offer a range of programs that enable the management style of a production environment to be matched with the desired Oracle support relationship. Oracle provides support in more than 90 countries, delivering timely and reliable service to help ensure the business success of every customer.

About Oracle
Oracle is the world's largest enterprise software company. For more information about Oracle, visit our Web site at .

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