Oracle Data Integrator (ODI) Customer Service and Technical Support

Paolo Borghi
Oracle Business Intelligence Consultant at a tech consulting company with 51-200 employees
Customer Service: I only experienced once the customer service provided by Oracle on ODI and was supported by capable and helpful people. Technical Support: The level of technical support is quite good. Apart from the first approach used to identify if the problem you are pointing out is a real issue or not, the second level support is really efficient and comprised of competent and clever people. View full review »
Ricardo Giampaoli
EPM/BI certified Consultant, Oracle ACE and TeraCorp Consulting CEO at a consultancy with 1,001-5,000 employees
The technical support for EPM is bad. I don't remember anytime that the service support helped me with something. The problem is bigger when you have an 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 of 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. View full review »
Alan Yves
Big Data / Business Intelligence / Datawarehousing at a tech services company with 51-200 employees
Technical service is a 6, and Oracle needs to improve this. View full review »
Rodrigo Radtke De Souza
Sr. Consultant - Software Development at a tech company with 10,001+ employees
This is a delicate subject. My experience with Oracle support has both great and very bad situations. If the problem that you are facing is only related to ODI, then your chances of having a great Oracle support experience are good. But if your problem involves multiple technologies, like ODI integrating EPM apps, then it is probably going to be a nightmare (and, unfortunately, most of the problems that will require support assistance will involve “multiple technologies”). This happens because Oracle supports different technologies with different teams and the communication between them seems complicated sometimes. Several times I was in a situation where teams would keep discussing who should fix the problem instead of actually fixing it. View full review »
Development Manager
I think the support at Oracle is tremendous. We have a whole stack of Oracle products and the support with Oracle has always been very good. View full review »
Muhammad Tahir
Assistant Manager - MIS Analyst at a logistics company with 5,001-10,000 employees
Interaction with technical support is not my area. View full review »
RenéDe Vleeschauwer
Owner at a tech vendor with 11-50 employees
Customer Service: It could be better. Technical Support: It could be better. View full review »
User at a insurance company with 10,001+ employees
Customer Service: Customer service is good. Technical Support: Technical support is good. View full review »

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