Oracle 2011 Annual Report Download - page 17

identifying hardware systems support processes that are intended to proactively identify and solve quality issues
and to increase the amount of new hardware systems support contracts sold in connection with the sales of our
hardware systems products. Hardware systems support contracts are generally priced as a percentage of the net
hardware systems products fees. Our hardware systems support revenues represented 7% and 3% of our total
revenues in fiscal 2011 and 2010, respectively.
Services Business
Our services business consists of consulting, Cloud Services and education.
Consulting
Oracle Consulting is designed to help our customers more successfully deploy our products. Our consulting
services include business and IT strategy alignment, enterprise architecture planning and design, initial product
implementation and integration, and ongoing product enhancements and upgrades. Together, these services are
designed to help our customers achieve their business goals, reduce the risk associated with their IT initiatives,
and maximize their return on investment. Oracle Consulting engages customers directly and provides specialized
expertise to our global systems integrator partners. We utilize a global, blended delivery model to optimize value
for our customers and partners, consisting of on-site consultants from local geographies, industry specialists and
consultants from our global delivery and solution centers. Consulting revenues represented 8%, 10% and 14% of
total revenues in fiscal 2011, 2010 and 2009, respectively.
Cloud Services
Our Cloud Services segment, which was formerly named On Demand, includes certain of our Oracle Cloud
Services offerings and technology, and Advanced Customer Services. We believe that our Cloud Services
offerings provide our customers with increased business performance, reduced risk, a predictable cost and more
flexibility and choice in terms of service in order to maximize the performance of their Oracle software and
hardware products and services.
Oracle Cloud Services are designed to provide comprehensive software and hardware management and
maintenance services for customers hosted at Oracle data center facilities, select partner data centers or
physically on-site at customer facilities. Advanced Customer Services provides support services, both onsite and
remote, to Oracle customers to enable increased performance and higher availability of their products and
services.
Cloud Services revenues represented 4% of total revenues in fiscal 2011 and 3% of total revenues in each of
fiscal 2010 and 2009.
Education
We provide training to customers, partners and employees as a part of our mission of accelerating the adoption
and use of our software and hardware products and to create opportunities to grow our product revenues. Our
training is provided through a variety of formats, including instructor-led classes at our education centers, live
virtual training, self-paced online training, training via CD-ROM, private events and custom training. Our live
virtual class offerings allow students anywhere in the world to receive real-time, interactive training online. In
addition, we also offer a certification program certifying database administrators, developers, implementers,
consultants and architects. Education revenues represented 1% of total revenues in each of fiscal 2011 and 2010
and 2% of our total revenues in fiscal 2009.
Marketing and Sales
We directly market and sell our products and services to businesses of many sizes and in many industries,
government agencies and educational institutions. We also market, and sell our products through indirect
channels. No single customer accounted for 10% or more of our total revenues in fiscal 2011, 2010 or 2009.
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