Oracle Audit Vault Customer Service and Support

HF
COMSATS'13 DBA Consultant at a engineering company with 10,001+ employees

We have two solutions and when we contact the team it goes to the wrong department, such as the database team.

I rate the support from Oracle Audit Vault an eight out of ten

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BA
Pre-sales Converter at a marketing services firm with 11-50 employees

Oracle's technical support is helpful. We also have an external ACS team that helps us get premiere support. However, Oracle needs to improve its support and be more responsible. 

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OM
Cloud Expert | DevOps | Oracle Consultant at confidential

slow and they are asking for a lot of logs, you have to be patient since they will ask you to upload the logs every time the shift will change.

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March 2024
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Amey Darekar - PeerSpot reviewer
Personal Banker at HDFC Bank

Technical support is perfect. We don't have any issues with technical support.

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Yves Moro - PeerSpot reviewer
Oracle Database Administrator at SOCITECH S.A.

When I face any issue, I open a service request on Oracle's site. Sometimes, it took them time to solve the problem. You give them all the logs, but they can take three to four days before they come out with the solution. During all this time, customers are complaining and fighting. There is an SLA for us for resolving an issue.

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SK
Senior Consultant at a tech services company with 10,001+ employees

I love Oracle support because of its flexible nature. We faced many major roadblocks during implementation, from a scalability point of view. It gave us pleasure to work directly with an Oracle core designer team to address all issues within our timeline. So, the support is excellent.

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AM
Information Technology and Services Professional at Independent

My technical expertise allows me to handle many technical trainings, in Blackberry and other solutions for Oracle, for Oracle customers in Nigeria, in Ghana, in Zambia, in Tanzania, and in Kenya. I handle many Oracle customers. They purchase through a local Technology Associate which is an Oracle partner here. Oracle has contacted me in the past to handle issues because I am able to deploy that solution. 

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it_user427872 - PeerSpot reviewer
Sr. Lead Consultant - Database at a tech company with 501-1,000 employees

The technical support is great.

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DV
Database Administrator at a financial services firm with 1,001-5,000 employees

We do have technical support for Oracle Audit Vault however it is not available in our country.

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it_user616053 - PeerSpot reviewer
Database Management Manager at a financial services firm

There are a few people who are experienced in Audit Vault with local technical support, and I hope this number will increase. In case of problems, we receive global support from Oracle support, but not as fast as the database issues are getting back on their return, so my rate is 3/5.

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MK
Lead Network and Security at cb.gov.qa

Since our first contact with Mannai, they have been able to resolve most of our issues. Only in cases of problems that they cannot fix will they raise an SR with Oracle. Generally, they are quite capable.

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MM
Director (Core Technology Services) and Partner at Nexim Solutions

Oracle does not have very good documentation on this. I think Oracle abandoned the product, especially on the support side. It's not really one of the most friendly platforms where you can actually find help, but we've hung in there. We hope there will be a lot more opportunities for them to improve the support, half the people you talk to don't really know how to support the product. It's just frustrating, honestly.

The documentation is there, if very basic, but it doesn't help you address some of the more technical challenges.

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it_user624783 - PeerSpot reviewer
Manager-Oracle Specialist at a tech vendor with 10,001+ employees

The technical support is good. I would give them a 7 out of 10 rating because there is no as such major implementation help given by the Oracle Support. There are a few people to support the same.

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CA
Senior Database Administrator at ITGStore

We have used Oracle technical support maybe twice. The support is nice. It was fast to install. The customer support is good.

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it_user489099 - PeerSpot reviewer
DB Admin with 5,001-10,000 employees

Technical support is now 8/10. For the first release, it was 5. It took time because technical support was dispatched to overseas teams using translation. Now, a local team can support the technical issues.

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MM
Director (Core Technology Services) and Partner at Nexim Solutions

The technical support at Oracle is weak, but the documentation provided is detailed and good.

Unfortunately, there is little information available on Oracle MOS.

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NG
IT Consultant at a tech services company with 10,001+ employees

Oracle has one of the most robust Oracle support systems to its paid customers. They also provide a lot of documentation, including installation and administration guides.

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it_user592350 - PeerSpot reviewer
Oracle DBA at a insurance company with 1,001-5,000 employees

We have used technical support. The SRs we opened with Oracle were ignored because no one had any experience with the product. A Level 1 (production down) ticket went unanswered for weeks.

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AC
Solution Architect at a tech services company with 51-200 employees

Technical support for this solution is very good. It is strong.

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it_user595740 - PeerSpot reviewer
Oracle Technical Engineer at a tech services company with 501-1,000 employees

Technical support, both online at support.oracle.com and the ability to contact and create service requests with Oracle, gives a lot of room for the end user to play with. Oracle is also a very mature solution and has support for all kinds of implementations and administration tasks, and even has mature documentation regarding errors and possible alerts that may arise.

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it_user613578 - PeerSpot reviewer
Oracle Database Consultant, SME Database at a non-tech company with 501-1,000 employees

The support is good. I would give it a rating of 9/10.

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it_user562536 - PeerSpot reviewer
Database & Flexcube System Administrator at a financial services firm with 501-1,000 employees

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

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it_user621024 - PeerSpot reviewer
Consultant Analyst DBA at a tech services company with 51-200 employees

I would give the technical support a rating of 9/10.

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it_user592347 - PeerSpot reviewer
Database & Middleware at a tech services company with 51-200 employees

The level of technical support was very low. They sent us an inexperienced technician.

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it_user560259 - PeerSpot reviewer
IT Solutions Architect at a tech services company with 51-200 employees

I would give the technical support a 7/10, i.e., an above-average rating.

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Buyer's Guide
Database Security
March 2024
Find out what your peers are saying about Oracle, IBM, Imperva and others in Database Security. Updated: March 2024.
765,234 professionals have used our research since 2012.