Usually, we do receive timely responses from Oracle's technical support team. At times, the complexity of a certain problem may cause the technical support to take a long time to get to the root cause.

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I had raised some very difficult queries in the past with Oracle's technical support team to get some solutions.

The queries that I raised with Oracle's support team were related to Oracle OBIA and Oracle OBIEE. Though I had raised a lot of queries and SRs, there was always a delay in responses from the support team's end. Basically, Oracle's support team took a lot of time to solve my queries since I remember creating and raising a lot of SRs.

I rate the technical support a three out of ten.

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The experience is mixed, since it is sometimes helpful and sometimes, it is challenging. In our business, we act as intermediaries between users and supports and this has led to huge issue on our part. We've created several SRs seeking help, but in some cases, there's been no response or resolution from Oracle. However, please note that we haven’t used them for OBIEE product specifically.

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When it comes to those who have enterprise accounts and have purchased a subscription for advanced customer support, it is possible to get the best customer service from Oracle.

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I'm very satisfied with the technical support provided by Oracle for Oracle OBIEE.

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I would rate them a 4 out of 5.

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Oracle has a history of not really providing great support. I rate the technical support a five out of ten.

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There are many community forums that can provide a lot of information. It is helpful for everyone. We have used it often to help us in many areas.

I rate the support of Oracle OBIEE a ten out of ten.

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Our company has a local support team, and in the past, we have only contacted the official Oracle support team for the solution's setup process. We haven't needed to reach out to them for anything beyond that. Even though we don't ask for any technical help from the solution's support team, they are always available to attend to all our queries.

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We don't have too many problems with technical support but at times there are delays getting a response from Oracle. Initially, they released good documentation but it's not so good anymore and it's often difficult to find what you're looking for. There is definitely scope for improvement. 

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Oracle's Technical support is knowledgeable and able to help with issues. We faced some challenging problems when upgrading very old versions of OBIEE to 1c but got some excellent support for the same.

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The support is good from Oracle OBIEE.

I rate the support from Oracle OBIEE a four out of five.

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When using the support from Oracle OBIEE they provide us with video tutorials that are helpful.

If we do not pay for the support then we have to use Google to search for a solution for our issues.

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The technical support was good, I am satisfied.

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The documentation from Oracle and the support have been pretty bad over the last six years. We also use Power BI and Tableau. Oracle is very poor in comparison to Power BI and Tableau with regard to user engagement, documentation, and roadmap.

They've got a lot of gaps in the community, support, and documentation. If I try and look up how to do something complicated in Oracle Analytics, I'd surely find it hard to find the information, whereas if I look up the equivalent in Tableau or Power BI, I'll find solutions pretty quickly.

I find their support model very outdated. In order to get support, I have to raise a ticket, and then I have to talk to someone who may or may not very quickly understand the problem, whereas quite often with the other products, the solution is in the community. That's where Oracle is falling behind. Their community is very poor when it comes to finding solutions, and their support is quite traditional. It's very old-fashioned.

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When we have issues that need Oracle support we reach out to them. The response is sometimes very slow but better at other times. It's a mixed bag even though we have dedicated support. We recently did an upgrade and that went smoothly. 

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We have never had any contact with technical support.

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The technical support for EPM is bad. I don't remember anytime that the service support help me in something. The problem is bigger when you have a environment with more than one product like Hyperion Planning and ODI. This happens because the products have different owners within Oracle and then different supports and because this if, you open a trouble ticket of loading data to planning and you say the words ODI, you'll be pushed around the two separate support teams indefinitely, even if your company has an Oracle support director just for you.

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I do use technical support with this subscription on any issues that we encounter, except for cloud-based systems. We already gave them product bugs. They are addressing them in patches. I think they are pretty good. Oracle always has someone who will respond to you, depending upon the severity levels involved.

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I don’t know about technical support these days. Overall, Oracle support is not that impressive, which it used to be. We are living with it. If you have a stable product like Oracle, if it’s going good, most of the time, it's fine. The only challenges come whenever you try to upgrade, and then it'll be a little rocky for a while. You'll be okay, but during that rocky period, you don't get enough support. There isn’t enough documentation. It's a huge product. Those are some of the challenges.

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I haven't tried to contact technical support in a long while. The last time might have been 2017 or 2018. I recall support not being very good. At the time, the application was new and we had questions, and we did not really get any response. It took them a long, long time to say anything. At that time, we were installing the application and facing some issues and it was a frustrating process. 

That said, their support may have stabilized and gotten better, however, I haven't really dealt with them since. 

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We do get technical support from Oracle, and we are satisfied with it.

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I would give the technical support a 60/100 rating.

At times, it is difficult for us to get support, especially at the skill levels and due to the regions to which we have been allocated to in terms of support; that is also an issue. The expertise is in that particular domain like for the BI, ETLs, etc. For the modeling-related technical skills, they are lacking a little bit, as opposed to the ERP and the other domains.

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They are very good. We are on support right now, and they are providing support whenever we need it. They provide prompt support through their portal.

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Technical support overall has been as good as can be expected. We've had to open up some TARs or some tickets with them. Overall, they've been fine.

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The quality of Oracle tech support depends: if you get a good person, it's very good; otherwise, it's very bad. It's one extreme or the other.

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Customer service is sometimes very good. At other times it's very, very dense and they ask for irrelevant information. It could definitely be improved. 

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We've used technical support in the past and have been quite satisfied with their level of service. Overall, I would rate the solution eight out of ten. Occasionally, we would have issues that remained unanswered, however, it's rare.

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We have a lot of companies such as Windows and we chose the best IT teams. They have good architecture and we will do the screening and get the best to resolve the issues.

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Customer Service:

It's great.

Technical Support:

Overall, it's good as it can be improved.

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The support from Oracle OBIEE can be painful because Oracle manages its support around the globe. There are times you need to repeat yourself for the agent to understand.

I rate the support from Oracle OBIEE a two out of five.

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I have not found any issue to contact the support about.

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The technical support is not as good as before. They used to have very good support five to six years ago. The support is now hectic and takes too much time to resolve issues. We often can resolve issues on our own before they can.

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I am not going to rate Oracle's support high. It took too many times to collect logs and screen shots, and talk to a support guy. And they still have to go back to R&D once they confirm the issue was product related. It took another loop to communicate with R&D guys, and there almost 70% of thje issues were treated as a "Fix in the Roadmap," which means we won't get a hotfix. We suffer quite a lot when we have to tell our customers that some bugs will not be fixed until it's in the roadmap, and even then, a few years later.

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We have used technical support. We didn't find it very useful. The responses are very slow. As the tool is very, very complex, there are a lot of scenarios that we need to go through with them. Most of the time we are not able to simulate the issues with them. Depending on the application-side logs that we provide to support, they start their investigation, but most of the time it is not that useful.

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No technical support has been requested so far from the vendor.

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I would rate the technical support a seven out of ten. Not all of the support people are as performant with respect to the issues that we've encountered.

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We use in-house resources, since my IT team has the skills to develop in Oracle OBIEE.

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Technical support are very knowledgeable because this product has matured a lot from where it was initially.

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We do you use Oracle support. We've been paying for an Oracle support subscription for four or five years, and not one ticket has ever been logged. When I came in, I've encouraged the team to ask Oracle questions. They do get back quite quickly. Their support is good. Working with our account managers, if I need to escalate anything, I can speak to them and they escalate the call. I've got that ecosystem working quite well. That does work for us.

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Technical support is okay. I will put it that way. We had our own ups and downs. As a company, from our side, we are platinum customers to Oracle. I don't want to go through the regular route of technical support. We know what we are asking. I'm not that new at this. I don't want to go through a 10-step process to reach somebody, because we work with them to correct some of their product issues.

Apart from that, we get assistance. I won't say we don't get it, but we also had a structured model to interact with Oracle and that they are getting better at that. I came to know that in 12c. They are making it easy for us to give our issues to them. They have the ability that we can click on a case and give them whatever they need. Hopefully, that should solve our problem with Oracle.

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I think, especially with Oracle OBIEE, we have not created any service requests that I know of. Maybe once or twice. 

We have used their ERP as well and we had to create a lot of service requests, tickets. But with OBIEE, it's very easy to use, and we have not had that much trouble. The tool has been in the market for a while, it's very stable.

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We've opened tickets and the IT side handles that. I'm more on the functional side. We send the request to IT and they open up the tickets, but the turnaround time is a little long.

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6/10 - in some case they don’t help completely in finding smart solutions or workarounds for our issues.

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Recently, my company connected with Oracle's technical team when we faced loading issues related to the dashboard. We did not receive a quick resolution since we were more involved in sharing logs every time.

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Technical support is fine.

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I can't rate technical support, because I don't ask for help from OTN. Whenever I find any errors or have any issues, I read solutions or best practices from forums or BI channels.

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Oracle support was helpful when we needed them for installation and configuration. They provided excellent support.

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Oracle provides good support, but the community is the place to go. Online experts, bloggers, conferences and the ACE program all contribute to a huge knowledge pool.

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Customer Service:

8/10.

Technical Support:

8/10.

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Customer Service:

Customer service in general, is responsive enough to keep you aware of the fact that someone is looking into your issue.

Technical Support:

Technical Support is only good when issues are escalated to the development or third line support teams.

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I would give technical support a rating 3/5.

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We get quite good support if we enter a service request, and so forth. It's good.

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Technical support is excellent; there are many companies specialized in delivering technical support for OBIEE.

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Technical support is pretty good. I have no complaints as, whenever we raised any kind of tickets to them, within a short time, within a week, they have closed everything and solved the issue. We are pretty impressed. They have provided a wonderful solution as of now and whenever we've raised a new patch request, the upcoming patches have been fine. 

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Customer Service:

I have never used it.

Technical Support:

I have never used it.

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Five out of 10. Sometimes good, sometimes bad.

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Opening a ticket with the support team can be frustrating. It takes a long time to resolve the issue.

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I have no idea about Oracle technical support because we have our own internal IT support for report writing. We just ask them and they solve it.

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I have used technical support in the past. They are okay. They're not that helpful at times, but the documentation is really good. They have documents to which we can refer. That's where they're pretty useful.

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They are good. We go to Oracle support when we have critical issues, otherwise we go to the community.

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Customer Service:

9/10 - Excellent support from the Oracle team.

Technical Support:

9/10 - They're excellent.

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8

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I have not had experience with technical support. 

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Oracle support can be tricky. I would rate it as, maybe, six or seven out of 10. It's not the best.

Response time can sometimes take a little while. Redundant questions. As an experienced user, you can kind of tell what the problem is, versus... It's like they have a pre-written script, "Okay, this is what I need to ask you."

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Technical support is good, but you don’t get immediate response from them. If you follow up with them, then they will help you out.

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We just dropped our maintenance with Oracle last year and have gone to a third-party service provider. It was less than half of the cost, and we didn't see the value of the money that we were spending at the time with Oracle.

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Good - but sometimes would take a while to get assistance with trickier issues.

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I have not contacted the support because the solution was easy to use and the problems I faced were solved by our technical team in our enterprise.

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Customer Service:

8/10

Technical Support:

8/10

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Oracle support is sometimes pretty vague, and the way they analyze the issue or try to troubleshoot, it's very timely. It takes a long time.

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Technical support is excellent, very good.

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I rate technical support 5/10. I am not sure about others, but the technical support I had from Oracle Support was often delayed or they couldn’t solve the problem.

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Customer Service:

It's Oracle - you get what you pay for service-wise, and even then it's the person you work with that dictates whether it's a good or not so good service.

Technical Support:

8/10 in general, but don't be afraid to raise severity if you're being essentially ignored.

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Customer Service:

I would rate the Customer Service for OBIEE from Oracle support team at 8/10. They are quiet good at responding to the queries.

Technical Support:

I would rate the Technical Support for OBIEE from Oracle support team at 6/10. A lot of times they would just ask to update to the latest version when asked for a specific functionality.

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The technical support services are good.

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Customer Service:

I would rate the level of customer service to be very high. The support was extensive and timely. I would rate it 8 out of 10.

Technical Support:

We were able to get answers to our technical queries fairly quickly. I would rate the level of technical support at 8 out of 10.

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We use partners for Oracle, so when we ask for support, we are forwarded to the partner that works with the solution in question. They are really good. If there is an issue where I can just drill down or look into the online forums, I do that as well.

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We use a third-party hosting solution. A lot of the setup in technical maintenance is all handled through them. I know we've logged several SR's for several OBIEE issues.

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Customer Service:

7/10.

Technical Support:

7/10.

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Customer Service:

Prompt but not always helpful.

Technical Support:

Poor

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We are satisfied with the support we are getting from Oracle.

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There are challenges in getting a response from Oracle. We have faced challenges with Oracle technical support. Whenever we raise a request, the response comes very late. There is some delay.

I have been working with this solution for over seven years in an implementation role. By using the features and tools available in Oracle OBIEE, I am able to identify the cause and debug and validate it.

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When you open up SR Oracle has a list of things which they ask for. Being an end customer, when we open an SR, we give as much as information as we want and again the support person comes into the picture, and without reading what we have put through, they just has the same questions over and over. What version, what product, all that kind of things, which is not at all fair.

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We didn't get into contact with support. From previous projects I have very various experience with Oracle support. It happened to me to get very helpful solutions almost immediately, in other cases, we were just ping-ponging emails, but no breakthrough. View full review »

The support is quite good. You do pay for it, however, it's available when you need it. We're quite satisfied with the level of service provided.

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Technical support has been nice. When we create a ticket, Oracle reps get back to us via email or phone depending on the severity of the incident. Some tickets take a while, and some don't take long at all.

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Customer Service:

5/10 - I really believe that they can improve in customer service.

Technical Support:

6/10

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Support team is timely with responses, but working out through issues can take some time.

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Oracle support has always been quick. View full review »

We always have problems with Oracle support. When they cannot solve an issue, they always go around and around with it. Time passes and users get frustrated - the customer gets frustrated – getting the ticket closed.

If there is an easy solution or they have come across the issue already, that’s when they are responsive. However, if they don’t know the answer right away, or if you don’t quickly hear back from Oracle, or if you don’t like the answer you get from Oracle, that’s when you can go through this; you might never get the solution. It’s better to just close the ticket and not waste that time.

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Response times are good and some of the support staff is good, but not everyone. They ask for a lot of logs that are not related to the issue and it takes time for them to understand the problem. In some cases, we beg to do a WebEx just to show them the problem so they can figure it out and proceed.

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They are knowledgeable. Reaction times can take a while, but once you find the right people, they can solve any issue.

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Customer Service:

6/10.

Technical Support:

6/10.

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Good.

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The support is not great. It keeps going back and forth. It would definitely help to improve the support provided.

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Customer Service:

9/10.

Technical Support:

9/10.

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We haven't been using the support as much. We have contractors and consultants that we're working with already that provide us that help as an alternative service.

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Technical support is quick actually. I've been communicating with those guys regarding multiple issues. The support is good. They look into our issue and give the best possible solution to us. So far, it has worked out good. They're definitely knowledgeable. They are knowledgeable about the issues. They figure it out and give out multiple possible ways to approach the problem and find a solution.

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Tech support is knowledgeable. We use the community, which is helpful.

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Customer Service:

It's good.

Technical Support:

It's good.

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We have an in-house tech support, so we do not use the tech support from the solution.

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We used the technical support a few years ago. We were not satisfied with the support, because we could not obtain answers or solutions. The problems that we had were recognized as bugs, and they would say, "It will be fixed in the next releases," and it was fixed, but it took time. Basically, it was not a pleasant experience to work with My Oracle Support.

We had at our disposal updates, new features, and new releases, which was good. We downloaded and upgraded, but regarding the problems that we had, we were not satisfied. The last problem that we had was about four or five years ago, and we haven't had problems since.

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An eight out of 10.

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Customer Service:

It's satisfactory.

Technical Support:

It's satisfactory.

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Technical support is good. I would give it a rating of seven out of 10.

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Customer Service:

7/10

Technical Support:

8/10

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Customer Service:

4/10.

Technical Support:

3/10.

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In terms of tech support, we have our own technicians. But, we did register for their help. When we register a call, it takes time for them to respond to us.

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Seven out of 10. There is not much technical support. Sometimes, I have to find the solution myself.

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I have contacted them, and they are generally good, but sometimes, we get a late response.

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I have not used tech support.

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Support is good.

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Average. Their guys are taking much time in resolving issues. They might be experts, but still there is lot of lag in delivering good support.

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