Last Updated on March 21, 2021 by Shaun Snapp
- All of the providers of Oracle support are very aggressive about providing the best option in the market.
- We cover the options for Oracle support.
Oracle usually presents Oracle Support as the only option for customers. And Oracle uses a wide variety of pressure tactics and false information to prevent customers from choosing other support options, as we covered in the article How Accurate Are Oracle’s Criticisms of Rimini Street? All of this posturing leaves out how poor a value Oracle Support is for customers.
Our References for This Article
If you want to see our references for this article and other related Brightwork articles, see this link.
Lack of Financial Bias Notice: The vast majority of content available on the Internet about Oracle is marketing fiddle-faddle published by Oracle, Oracle partners, or media entities paid by Oracle to run their marketing on the media website. Each one of these entities tries to hide its financial bias from readers. The article below is very different.
- First, it is published by a research entity.
- Second, no one paid for this article to be written, and it is not pretending to inform you while being rigged to sell you software or consulting services. Unlike nearly every other article you will find from Google on this topic, it has had no input from any company's marketing or sales department.
Increasing Options and Making Sense of it All
As the number of options for Oracle support has increased, the complexity of decision making has also increased. Analyzing the support options takes time, but there can be significant benefits to doing so. This comparison is designed to focus on and score some of the essential criteria for each option.
Brightwork Oracle Support Scoring Criteria
|The Criteria||Criteria Definition|
|1. Price||The direct price of the support.|
|2. Total Costs||The overall cost of being supported by the entity. It includes costs for internal support, costs in communication, costs in time from unanswered or slowly answered support calls, etc...|
|3. Responsiveness||How quickly the initial response is to the ticket, and then how quickly it is followed up to a resolution.|
|4. Support Breadth||How broadly the support practically covers. (not what the entity says it covers)|
|5. End of Life Argument||The argument that all third party support is only for companies that intend to move off of Oracle.|
|6. Support for Customizations||Whether the entity provides support for the customizations made by the customer.|
|7. Upgrades||Whether the support option provides upgrades.|
|8. Security||The security provided by the support option.|