Oracle 2012 Annual Report Download - page 21

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Hardware Systems Support
Our hardware systems support offerings provide customers with software updates for the software components
that are essential to the functionality of our server and storage products, such as Oracle Solaris and can include
product repairs, maintenance services and technical support services. We continue to evolve 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% of our total revenues in each of fiscal 2012 and
2011 and 3% in fiscal 2010.
Services Business
We deliver an integrated services solution to help customers and partners maximize the performance of their
investments in Oracle technology. Our services are differentiated based on our focus on Oracle technology,
extensive experience and broad set of intellectual property and best practices. Our services business is comprised
of the remainder of our operating segments and offers consulting services, managed cloud services and education
services. Our services business represented 13% of our total revenues in each of fiscal 2012 and 2011 and 14% of
our total revenues in fiscal 2010.
Consulting
Oracle Consulting is designed to help our customers more successfully architect and 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-premise consultants from local geographies,
industry specialists and consultants from our global delivery and solution centers.
Managed Cloud Services
Oracle managed cloud services provide comprehensive software and hardware management and maintenance
services—including deployment, management, monitoring, patching, security and upgrade services—for
customers hosted at our Oracle data center facilities, select partner data centers, or physically on-premise at
customer facilities. Additionally, we provide support services, both on-premise and remote, to Oracle customers
to enable increased performance and higher availability of their products and services. We believe that our
managed cloud services offerings provide our customers with greater value and choice through increased
business performance, reduced risk, a predictable cost and more flexibility in terms of service in order to
maximize the performance of their Oracle software and hardware products and services.
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.
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 2012, 2011 or 2010.
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