JD Edwards EnterpriseOne Customer Service and Support

Sydney Chidambaram - PeerSpot reviewer
Senior JD Edwards Functional Consultant at Critical Data Management (Pty) Ltd

Technical support could be better. They're okay. 

View full review »
Ramandeep Walia - PeerSpot reviewer
Delivery Lead - IT Finance at Cargill

The solution's technical support is good. It's not excellent, however, it is fair. 

View full review »
Juan Carlos Escobar Gama - PeerSpot reviewer
Director TIC's - CMC chairman at CSS

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.
Raymond De Riel - PeerSpot reviewer
JD Edwards functional consultant manufacture at Ordina

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.

View full review »
Aurelien Ouabi - PeerSpot reviewer
Project Manager at SQORUS

I am satisfied with the technical support by JD Edwards EnterpriseOne.


View full review »
Nitin Mothilall - PeerSpot reviewer
Senior Business Analyst at a computer software company with 501-1,000 employees

They're very knowledgeable. I would rate them a nine out of ten.

View full review »
AM
Consultant at Capgemini

Technical support has been good so far. We have not had any complaints. 

View full review »
Virendra Phophaliya - PeerSpot reviewer
Senior Director at LTI - Larsen & Toubro Infotech

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 »
Khalid Jalal - PeerSpot reviewer
Senior Manager - Group ICT at Gulf Aluminium Rolling Mill Co. B. S. C. (c)

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 »
Madhan Babu - PeerSpot reviewer
Senior Analyst at a tech services company with 10,001+ employees

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 »
BHARAT MAHESHWARI - PeerSpot reviewer
Software Engineer at LTI - Larsen & Toubro Infotech

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
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 »
Madhuri Turumella - PeerSpot reviewer
Functional Consultant at DXC Technology

I rate the support from JD Edwards EnterpriseOne a four out of five.

View full review »
SP
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
CEO at Domino

The customer service and support is good.


View full review »
TT
Technical Architect at a tech services company with 51-200 employees

Their technical support is good.

View full review »
SG
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 »
Luciano Barroso - PeerSpot reviewer
Innovation Director at MPL Corporate Software

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
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
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. 

View full review »
it_user436056 - PeerSpot reviewer
LATIS Area Manager - North America at a renewables & environment company with 1,001-5,000 employees

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
Enterprise Architect at Assore

We have a monthly SOA meeting. Tech support is always busy with tickets, incidents, changes and service requests.

View full review »
it_user607824 - PeerSpot reviewer
Systems Architect at a consumer goods company with 1,001-5,000 employees

I would give technical support a rating of 7/10.

View full review »
it_user452361 - PeerSpot reviewer
Director, ERP Sustainment at a energy/utilities company with 1,001-5,000 employees

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
Lead of Business Intelligence at a energy/utilities company with 10,001+ employees

The technical support from Oracle is okay.

View full review »
it_user436011 - PeerSpot reviewer
IT Director at a energy/utilities company with 501-1,000 employees

Technical support is very good.

View full review »
MV
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.

View full review »
it_user436035 - PeerSpot reviewer
IT Analyst at a paper AND forest products with 501-1,000 employees

I have not personally used technical support, but I haven't heard anything negative from the team that has.

View full review »
BA
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
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 »
it_user621828 - PeerSpot reviewer
JD Edward Technical Consultant at a tech services company with 51-200 employees

I think technical support is 10 out of 10.

View full review »
it_user607404 - PeerSpot reviewer
Application Analyst at a manufacturing company

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 »
it_user585459 - PeerSpot reviewer
Application Manager at a consultancy with 51-200 employees

Technical support are A1; the best.

View full review »
it_user617391 - PeerSpot reviewer
Lead Developer at a tech services company with 51-200 employees

The technical support level is quite good.

View full review »
it_user543966 - PeerSpot reviewer
Manager - Information Systems

I rate technical support 4/5.

View full review »
it_user683469 - PeerSpot reviewer
Functional Consultant & Advisor at a construction company with 5,001-10,000 employees
it_user613572 - PeerSpot reviewer
JD Edwards EnterpriseOne Consultant with 501-1,000 employees

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.