I'm not a big fan of Oracle technical support because the first and second levels of technical support are very, very basic. 

So, in fact, I get irritated a lot of times till it goes to the third level. Once it goes to the third level, it is good. But then finding a time until that time, we can't wait to have a production issue. 

So, in most cases, we just work on the alternate only instead of relying on Oracle technical support. For example, when something like corruption happens in 50 terabyte, the level one guy, technical support, will say, "We have a backup; can you restore it?"  Is it possible to restore 50 terabyte? The time it will take to do it. So, without that practical knowledge, these guys will just work on the standard FAQ documentation. So, I'm not a big fan of Oracle support when it comes to levels one and two. Of course, the third level is good.

The technical support is a ten out of ten.

In the past, I found technical support to be more efficient compared to the present. Now, when submitting service requests on the support portal, I often encounter support personnel from India, which sometimes requires escalation to shift the support center's ownership and ensure assistance from European support teams. This process has resulted in a significant loss of time in obtaining prompt support. I would rate it seven out of ten.

I am satisfied with its customer support services. I would rate it eight out of ten.

I would rate it a two out of five. It is not very good. There are a lot of community guides, but Oracle documentation is not straightforward, specifically when you use one site as the cloud site and one site as your on-prem site. If one is the best, in the cloud arena, I would rate them a two out of five. There is some community support, and there is some Oracle support, but they still have room to improve.

For Oracle tech support, you do it yourself. When you open a ticket, it can take time to solve it. Often you can find a bug that went unreported.

Technical support is very good. If at any time we write a ticket, we get the appropriate answer on time. 

Sometimes, the technical support team responds quickly; other times, they take time to respond. Usually, the first response or action from the Oracle site on my service request is rapid.

I would give customer service a rating of 7/10.

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

We have Oracle's Extended Support. Whenever an issue arises, we log in to the portal and our queries are resolved with the help of Oracle's technical support. The support could be better, but we are still using the support offering of our old version of Oracle and the legal portion normally suggests an early upgrade to the newer release. 

I have contacted their support. We have been using their support more. We open cases one to five times a month. We use a lot of Oracle databases and because of that, we contact their support a lot. 

The quality of support will depend on the support engineer. If we speak to an agent from the Asian department, it could be a little difficult to understand the terminology. If it's with somebody from the US, Canada, or Europe, they're easier to understand.  

So far we've only had to open one ticket regarding a failure with the encryption manager of defected fault and it was handled well. We've dealt with Oracle's customer service for eight years, and their service is astonishingly good. 

I would give customer service a rating of 8/10.

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

Oracle Support is rated an eight out of 10.

When you are using an Oracle product you get Oracle support. The support that we received has been good. There were no issues on that front.

We didn't have many problems and much experience with technical support. 

Once implemented, we only have to monitor and take care of the gaps in the solution. Most of them happen because of the connectivity, either bandwidth or something else, or because of the growth of the database or the data being migrated from one database to another.

There is no specific Data Guard support in place. You either pay for the support or for an Enterprise edition giving you support for features that are included in this edition of Oracle. If you don't pay then you don't get support.

I am satisfied with the support.

Unfortunately, because of sanctions, we can't directly contact Oracle or use Oracle's knowledge base. I've indirectly contacted them because, in some cases, it's a must to have Oracle support. Sometimes you can't solve problems and you need to have accessibility to support to solve them. Support is very important in many cases because the information is crucial for many companies that want to avoid facing disasters in their data centers.

We've only reached out to technical support maybe one or two times. The technical support response times can be a bit long. However, overall, we've been satisfied with their level of assistance.

When you open up SR Oracle has a list of things which they ask for. Being an end customer, when we open 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 question over and over. What version, what product, all that kind of things, which is not at all fair.