Frequently Asked Questions

Overview of the Migration of Hyperion Customers to Oracle Premier Support - December 1, 2007

As of December 1, 2007, all former Hyperion Standard and Enterprise Wide Support customers were migrated to Oracle's Premier Support offering, Software Update License and Support ("Oracle Premier Support"). All current Hyperion Alliance Wide Support customers will be migrated to Oracle Premier Support upon their support renewal date. Everyone can now take full advantage of all of the features and benefits of Oracle Premier Support.

After the migration of customers to Oracle Premier Support, Oracle will no longer offer Hyperion Standard Support, Enterprise Wide Support, Alliance Wide Support or Critical Period Coverage. Oracle Advanced Customer Services will be available for purchase, and include the Customer Success Manager, e-Service, Technical Response Team and Performance Engineering services.

For your convenience, this FAQ has been categorized into three sections:

• Section I: Oracle Premier Support
• Section II: Support Migration Pricing and Policies
• Section III: Support Renewal Process and Advanced Customer Services

Q: What is the value of Oracle Premier Support?
A: With Oracle Premier Support, customers can expect to drive more value from their software investments. We've combined the talents, technologies and vision of both support organizations to create the most progressive support services available anywhere. By building on our complementary strengths and our shared commitment to innovation, Oracle Support sets the standard.

Q: What are the key components of Oracle Premier Support?
A: Oracle Premier Support provides:

• 24/7 Mission Critical Support. Customers can rely on Oracle Premier Support to increase the stability and continuity of business systems. Oracle provides 24/7 support for Severity 1 issues, which are defined as "production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work."
• Lifetime Support. Oracle's Lifetime Support enhances your Hyperion software investment and provides support for your entire technology environment—from database, to middleware, to applications—an industry first, only from Oracle. Lifetime Support puts you in control of your upgrade strategy so you can enjoy continued peace of mind, maximize your support investment and unlock the full value of your Oracle products.
• Applications Unlimited. Applications Unlimited is Oracle's plan to continue providing ongoing enhancements to current Oracle Applications. Our intent is to help customers derive continual success with their current applications by delivering dedicated, world-class development and support for years to come.
• Proactive, Automated Support. Oracle provides advanced support technologies as part of its long-term commitment to delivering a simpler, faster, and more cost-effective way for you to run your Oracle products. These advanced support technologies automate people-intensive processes, proactively assisting with diagnosing system issues before they become critical, and accelerateing problem diagnosis and resolution—ultimately saving time and money.

Q: Will the same people who supported me in the past continue to deliver my support?
A: Yes. With the migration to Oracle Premier Support, you have system and support continuity. We are dedicated to maintaining and increasing the quality of innovation, support, and service that you have come to expect. Hyperion developers and support experts are now a part of a strengthened Oracle Support team. Oracle is dedicating significant resources to ensure that you experience minimal disruption during the integration and transition process. You should continue to use the same support telephone numbers and Web portals that you have been using with Hyperion.

Q: How will Oracle ensure global support continuity?
A: With the combined talents and technologies of Hyperion and Oracle, we're ready to respond with the complete product, technical, and problem solving expertise you need regardless of where you do business. By leveraging our third-party relationships and reseller agreements, Oracle fosters collaborative support processes to facilitate prompt and efficient resolution. Furthermore, the scale of our support organization allows us to invest in state-of-the-art support technologies to deliver advanced support services.

Q: If I purchase a new license, the support on the contract is called "Software Update License and Support". I thought I was purchasing Oracle Premier Support. What is the difference?
A: Software Update License and Support is Oracle's contractual term for Oracle Premier Support.

Q: I am a global customer and implementing the Hyperion product globally. In the past with Hyperion, all of my support calls had to be logged in the region in which I purchased the software. Will that process be the same under Oracle?
A: No, the process under Oracle is different. This is another one of the advantages of migrating to Oracle Premier Support. With Oracle's global support organization and infrastructure, you can log a case in the region in which you are experiencing the issue. You are not limited to logging cases in the region in which you purchased the software.

Q: Will I see an increase in my support renewal fees once I migrate to Oracle Premier Support on December 1?
A: No, you will continue to pay your annual support fees based upon your current support contract for your first renewal with Oracle. For future renewals, your annual support fees will be adjusted for inflation or currency fluctuations. Renewal increases will be limited to any current contractual support cap terms in effect at the time of renewal. If you would like further information regarding the migration of your support contract, please contact your Support Sales representative.

Q: If I already have Hyperion products and I purchase additional products, our understanding is that those new products will have support priced at Oracle's list support fees, while our existing products remain at their current support fees. Is this true?
A: Yes, this is true. Oracle Premier Support fees for existing customers who purchase additional programs and/or users will be priced per the Oracle price list. There would be no change to your current support fees other than adjustments for inflation or currency fluctuations. Standard Oracle E-Business discounts will apply to your new purchase.

Q: When we migrate to Oracle's Premier Support on December 1, will we have to sign any type of new contract to receive that service?
A: No, you will not need to sign any new amendments or contracts to receive Oracle Premier Support. The former Hyperion Standard Maintenance Program was subject to change, so upon renewal of your technical support contract, Oracle's Technical Support Policies will apply. With this change, you will now receive a higher level of support, for your existing support fees. Adjustments for inflation or currency fluctuations will be applied in future renewals.

Q: Why is Oracle not migrating the Alliance Wide customers to Premier Support on December 1, the same timeframe as the Standard Support and Enterprise Wide Support customer migration?
A: The Hyperion Alliance Wide customers had some additional components of support that are included within their support agreements. Oracle will continue to honor those commitments until the Alliance Wide customer's support renewal date.

Q: I am currently a Hyperion Alliance Wide customer; can I continue to renew my Hyperion Alliance Wide Support level?
A: The Hyperion Alliance Wide Support program is no longer available for customers to renew. All customers will be migrated to Oracle Premier Support upon expiration of their Hyperion Alliance Wide Support contract.

Q: Who will contact me about my Support Renewal? What if I have questions?
A: We have reorganized our Support Renewal team so that we have one Hyperion renewal representative covering your account. We will work closely with you to assist your understanding of any impact of proposed Oracle changes and policies, in order to facilitate a smooth transition.

Q: I received my support renewal quote for Hyperion Standard Support in July and my support renewal quote showed the support I am renewing as "Software Update License and Support". In July, were we renewing Hyperion Standard Support or Oracle Premier Support?
A: For those customers whose renewals occurred after mid July, you were renewed on Oracle systems and received support renewal contracts for "Software Update License and Support", which is Oracle's contractual term for Oracle Premier Support. If you renewed your support between mid-July and December 1st, you have already migrated to Oracle Premier Support.

Q: What Hyperion Support Options are still available?
A: Hyperion's Customer Success Manager, e-Service, Technical Response Team and Performance Engineering services are now available to customers through Advanced Customer Services. If you have any questions, regarding the available services and pricing, please send a note to acsinfo_us@oracle.com

Q: Oracle has some great Advanced Customer Services packages. Are those available to Hyperion customers now?
A: The Advanced Customer Service (ACS) packages are available to any customer who is running the Oracle database, Oracle applications, or both. If a Hyperion customer is running the Oracle database, they have the ability to purchase ACS packages that are specific to the Oracle database. We are currently working on creating new ACS packages for customers who are running Hyperion applications and non-Oracle databases.

Q: I am a Hyperion Alliance Wide customer who utilizes the services of a Hyperion Customer Success Manager (CSM). I would like to keep our CSM resource. Is it possible?
A: Yes. The Hyperion Customer Success Management team has been reorganized into the Oracle Advanced Customer Services organization. The CSM services are available to any customer for purchase or renewal through ACS.

Q: In the past, I have purchased Critical Period Coverage for those times when I am going live or need additional assistance over the weekend. Can I still purchase that service?
A: No, Critical Period Coverage service is no longer available for sale. Now that you have migrated to Oracle Premier Support, you will receive that additional weekend coverage for Severity 1 issues as a component of your Oracle Premier Support service contract.

• Oracle Premier Support

• Oracle Lifetime Support