JD Edwards EnterpriseOne Customer Service and Support
Technical support could be better. They're okay.
View full review »The solution's technical support is good. It's not excellent, however, it is fair.
View full review »The technical support team is excellent, as they respond very fast.
View full review »Buyer's Guide
JD Edwards EnterpriseOne
March 2024
Learn what your peers think about JD Edwards EnterpriseOne. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
The solution is part of the Oracle family and I always used the information that I could find in Oracle Metalink. For JD Edwards it's also there this. The support information that you can find on the Oracle sites, the support sites, it's huge. If I have a problem, then in 80% of the cases, I can find a solution somewhere on the support side of Oracle before I have to lock a service request with the Oracle support unit. There's a lot of information that you can find on your own. Therefore, the support is quite good.
They're very knowledgeable. I would rate them a nine out of ten.
AM
AshwanthramMurugeshan
Consultant at Capgemini
Technical support has been good so far. We have not had any complaints.
View full review »The support from Oracle is quite good. In the last two or three years, the entire focus from Oracle is towards the cloud. Though a good level of support is available, they are more focused on the cloud, while a little bit less attention to all the other solutions, such as on-premise applications. For example, EBS or JD Edwards EnterpriseOne. Since it was an acquired solution from Oracle, some distance or gap has been formed.
View full review »When we have issues, we usually contact our in-house team first, and if we need further support, we reach out to Oracle support, but we have not directly used support from JD Edwards Enterprise One. I rate Oracle support a five out of ten because the technical, licensing, and sales teams do not communicate with each other and provide varying information depending on the agents we speak to.
View full review »We haven’t really had issues with the solution. It’s very easy to use and therefore we haven’t needed the help of support so much.
View full review »For support, we have tickets. The support varies from client to client. We've got the solution from Oracle. My support is there. Once we raise the queue with Oracle we receive that feedback.
View full review »AN
reviewer1755732
Project Leader at a tech services company with 1,001-5,000 employees
It is pretty good, but when we contact Oracle support, we have to first do our homework. They need several things before they look into any issues.
Oracle provides support for standard things. They support the standard or vanilla product. If we have a lot of customizations, it gets tricky. We are responsible for the things we change, and they are mostly responsible for the standard part. So, the more customizations we have, the trickier it gets.
View full review »I rate the support from JD Edwards EnterpriseOne a four out of five.
View full review »SP
reviewer1806471
JDE E1 Technical - Senior Consultant at a tech services company with 201-500 employees
Oracle does offer technical support. They do provide technical assistance. Oracle is a company that offers technical support.
We do obtain licenses from Oracle. For example, I work for a client who provides us with access to Oracle support and licenses. And whenever we get stuck somewhere, whether it's a problem with a JD Edwards EnterpriseOne product, a technical problem, a functional problem, or anything else, we just write a query on the Oracle support portal. There is an Oracle support portal where we can submit our questions, and they respond within two to three working days.
We've been writing them, our queries, directly to Oracle support, and they do respond, and they respond as quickly as they can.
View full review »DM
Domenico Monaco
CEO at Domino
TT
reviewer989847
Technical Architect at a tech services company with 51-200 employees
Their technical support is good.
View full review »SG
Subramaniam G
Senior Project Manager at Clarisity Solution
The technical support is good. Oracle responds to the queries we post. They are quite knowledgeable. Support has not been a challenge for us.
View full review »The technical support for JD Edwards EnterpriseOne is good. My team needs to open a service request, and then support gives my team the answer and resolution, so it's good.
View full review »RS
reviewer1475385
Global Oracle JDE Practice Head at a tech services company with 10,001+ employees
If there's any problem, such as a bug in the system, you have the solution on the knowledge garden, on the Oracle website.
View full review »NP
reviewer1089996
ERP Auditor at a construction company with 10,001+ employees
I have worked with technical support and it actually involves two types of consultants, one technical and the other functional. The technical requirements, such as coding, which comprise the backend, should have more people involved for delivering what is needed.
If it's critical and we keep raising it, as long as there's a ticket, technical support will respond to us. Even if we go to the top of Oracle, they still need a ticket. Then they'll double-check your work, and so they really want it to be specific before they'll actually proceed with anything else.
View full review »MK
Mauritz Kloppers
Enterprise Architect at Assore
We have a monthly SOA meeting. Tech support is always busy with tickets, incidents, changes and service requests.
I would give technical support a rating of 7/10.
View full review »I personally haven't used it recently, but folks on my team have, and the answer is always, "It depends." If it's a fairly straightforward answer, they're very good at pointing you to wherever the technical documentation is so that you can look it up yourself again next time. If it's complex, or there's some debate on whether the item is a bug or functioning as designed, it does take quite some time to get through that, and from a customer perspective, sometimes you have to be pretty persistent.
View full review »BW
reviewer1258353
Lead of Business Intelligence at a energy/utilities company with 10,001+ employees
The technical support from Oracle is okay.
View full review »Technical support is very good.
View full review »MV
Maggie Van Wyk
Chief Financial and Operating Officer at Aicrem Square
We generally get support from our internal consultants who gained experience years ago from clients and consultants who communicated regularly. That's generally how issues are resolved and the consultants on the technical side probably resolve servicing questions and the like. I think the consultants within JD Edwards EnterpriseOne are very self-sufficient.
I have not personally used technical support, but I haven't heard anything negative from the team that has.
View full review »BA
Basel Al-Khatib
Help Desk Technician at a government with 1,001-5,000 employees
The support has been excellent, we have never had a problem with it.
View full review »MP
Marcelo Pereyra
CIO at a energy/utilities company with 1,001-5,000 employees
In a few words, the support is good. The only concern is that they don’t have enough knowledge of AS400 and JDE EOne combination.
View full review »I think technical support is 10 out of 10.
View full review »Oracle has improved a lot. This was a pending subject I when I raised my first service request to Oracle and it took months to get an answer. Nowadays, I am getting a web conference, call, or an email after sending my request. My last issue was solved within two weeks (a tricky one). This is an 4/5 to me.
View full review »Technical support are A1; the best.
View full review »The technical support level is quite good.
View full review »I rate technical support 4/5.
View full review »Good.
View full review »Technical support is very good.
View full review »Buyer's Guide
JD Edwards EnterpriseOne
March 2024
Learn what your peers think about JD Edwards EnterpriseOne. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.