Oracle Press Release

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

Oracle® Support Earns Unique, Global Recognition Based on Measurement of Customer Satisfaction Worldwide; Demonstrates Ongoing Best-Practices and Superior Ownership Experience

REDWOOD SHORES, Calif.,   April 19, 2006 05:57 AM

News Facts

Oracle today announced it has become the first enterprise software provider to receive global certification under the new J.D. Power and Associates Certified Technology Service & Support Program for its worldwide Support business, encompassing 17 hubs on 5 continents. Based in the United States, J.D. Power and Associates, is one of the world's leading global marketing services firms and bases its quality and satisfaction measurements on responses from millions of consumers and businesses annually. This distinction recognizes Oracle for delivering an outstanding customer service experience worldwide. Oracle was also the first enterprise software provider to receive the certification in North America.

The recognition of Oracle's worldwide 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. To earn the global 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 are committed to extending our industry leadership in Support Services by providing outstanding customer support," said Juergen Rottler, executive vice president, Oracle Support and Oracle On Demand. "Our global support infrastructure gives us the power to deliver industry-leading support to help customers succeed. The global certification recognizes Oracle as an industry benchmark for delivering high-quality customer support and an outstanding customer experience anywhere in the world."

Oracle's global reach provides support to customers in any one of 27 languages, in any time zone where they do business. Oracle has more than 14,000 application and technology developers and over 7,000 support professionals offering comprehensive maintenance and problem resolution for Oracle technology and application products. Oracle Support is proactive in helping Oracle customers maximize the ongoing value received from their Oracle investments.

"Oracle Support continues to provide its customers with a world-class support solution," said J.B. Wood, president and CEO, Service & Support Professionals Association. "With J.D. Power and Associates Global certification, Oracle customers should be confident that they are backed by one of the highest levels of support in the industry."

J.D. Power and Associates found that Oracle met, or exceeded, the standard for high customer satisfaction with technology service and support. The certification covers support services delivered globally for Oracle Technology and Oracle Applications, including PeopleSoft, and JD Edwards product families.

Customers across Regions Achieve Success with Oracle Support

"We have locations around the world and IT teams working in multiple languages. Oracle's extensive global reach is a major benefit to us because the engineers can work with us in native languages," said James Lee, IT manager, Invacare China. "No one knows more than Oracle Support engineers when it comes to troubleshooting, problem diagnosis and resolution identification."

"Oracle Support demonstrated tremendous dedication and accountability to help Canon efficiently roll- out a highly complex Advanced Planning Solution involving our headquarters, 13 country operations, and 11 warehouse organizations. Their impressive 'around the clock' commitment was greatly appreciated by the CCI APS Program and business community," said Erik Moses, CCI-APS European Program Manager, Canon Europe N.V.

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 Certification Program

Last year, the Certified Technology Service & Support program was jointly developed by J.D. Power and Associates and the SSPA -- with version 1.0 of the program launching last September. The 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 are required to be certified across a common set of core criteria. Companies are also certified for additional service and support criteria including, 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 and 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, please visit our Web site at


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Letty Ledbetter