ORACLE: Oracle changes support paradigm with release of of 100 percent Internet-based support for customers.

M2 PRESSWIRE-14 September 1999-ORACLE: Oracle changes support paradigm with release of 100 percent Internet-based support for customers (C)1994-99 M2 COMMUNICATIONS LTD

RDATE:130999

* OracleMetaLink(SM) 2.0, Oracle's Flagship Internet Support Tool, Embraces Customers as Part of the Organization

REDWOOD SHORES, Calif. -- Oracle Corp., the number one choice for e-business, today announced the immediate availability of OracleMetaLink(SM) 2.0, a major upgrade to Oracle's customizable, Internet-based technical support service. Providing end-users with personalized, flexible self-service options that reduce IS workloads, OracleMetaLink 2.0 offers new features that allow end-users of Oracle(R) products to log and update technical assistance requests (TARs) online, receive product updates and information tailored to their individual needs, and download solutions.

"MetaLink 2.0 highlights Oracle's continuing use of the Internet to deliver quality, personalized and timely customer service and support," said Christopher Hoffman, Worldwide Director, International Data Corporation's Software Support and Integration Services. "New features, like My Headlines and iTAR, provide users with more flexibility and control over the information they receive and the requests they log. Further, these robust, Internet-based, personalized support solutions demonstrate Oracle's commitment to creating,and building world-class customer satisfaction and loyalty."

"MetaLink 2.0 caters to the customer and presents web delivery that will exceed customer expectations, since it is the customer who drives the process to best fit their needs," said Rich Niemiec, executive vice president of the IOUG-A, an international Oracle user group association. "This latest version of MetaLink surpasses anything that I've seen in the world of customer support." "We're committed to ensuring our customers' business success by leveraging the speed and accessibility of the Internet for the delivery of technical support," said Randy Baker, executive vice president, Oracle Support Services. "The new features in MetaLink 2.0 provide 'total self-service' by empowering customers to prevent, analyze and solve problems with the same information sources used inside Oracle."

OracleMetaLink 2.0 includes several new features from its previous version (MetaLink 1.7):

My Headlines allows customers to customize/personalize their MetaLink account to receive only the information they want and receive proactive emails of their personal homepage. Information may include news articles, patches, bugs, TARs, product lifecycle and more.

iTAR, or Internet Technical Assistance Request, allows end-users to create, update and close TARs online. This provides a more flexible and up-to-date support system for end-users, and IS staff benefits from a more streamlined, automated TAR system over the Internet. For example, iTAR submissions enable Oracle to match the right level of technical skills from its support organization with the customer's skills and problem area. User Administration allows companies to manage access of MetaLink 2.0 users at the support identifier level. User Administrators can limit access to certain features of the web service to specific users at their company. Product Lifecycle provides product availability, certification, technical alerts and product support termination information. User Profile provides customers with access to update contact information, add/remove support identifiers, see other users registered with the same support identifier, customize a customer's MetaLink account, change a password and view license information.

OracleMetaLink is offered at no additional charge to Oracle customers with active support contracts (OracleBRONZE, OracleSILVER and OracleGOLD). More than 180,000 Oracle customers use OracleMetaLink, accessing the site from more than 70 countries. OracleMetaLink leverages support solutions globally to assist customers, partners and Oracle personnel. The site is managed by more than 200 Oracle engineers that provide timely posting and updating of technical data.

Customers can receive the latest benefits of MetaLink 2.0 by registering at (URL) http://metalink.oracle.com/. MetaLink 2.0, including iTAR, is available to all U.S. customers today. Oracle users in other countries can check availability in their country at http://www.oracle.com/support/elec_sup/ml_login.html. Oracle Corporation is the world's leading supplier of software for information management, and the world's second largest software company. With annual revenues of more than $8.8 billion, the company offers its database, application server, tools and application products, along with related consulting, education and support services, in more than 145 countries around the world. For more information about Oracle, please call 650/506-7000. Oracle's World Wide Web address is (URL) http://www.oracle.com/.

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