Oracle Database Customer Service and Technical Support

Maurice Aelion
Senior DBA at MA Consulting
Support is one of the most advanced. I work with other vendors besides Oracle. If I compare the support that we have with Oracle to other leading providers - I don’t want to say the names - Oracle usually gives me answers quickly. With other vendors, I can wait for ages until I get answers, if I can get a solution at all. Oracle has a vast knowledge of problems and solutions. For 80 percent of problems, you can find already built-in solutions. But if such a solution doesn't exist, Oracle support is prompt. They come in and discuss the problems with you and try to figure out very fastest solutions. View full review »
Robert Houben
Technical Project Manager at a financial services firm with 1,001-5,000 employees
There was a bit of a learning experience on how to escalate an issue, but once we got through that, the vendor support was really very good. View full review »
it_user521568
Principal Software Architect at a transportation company with 501-1,000 employees
I really don't have much knowledge about technical support because I never have to really do that. If something did go wrong with the database, that'd be more of a database administrator's function. View full review »
it_user436032
ERP Manager at a manufacturing company with 1,001-5,000 employees
They are very responsive and as well as knowledgable. If you have any questions or issues, you can search the questions and find the answer yourself, without even talking to a representative. If there is something else they need to know, they call immediately. View full review »
it_user522093
DBA at CSG
We are getting good results for service requests, but sometimes we see too much delay. Sometimes we see their investigation is going in the wrong direction. They have to improve a bit in order to provide support. For example, I have three or four service requests going on with Oracle, and I have seen so many delays, and asking unnecessary questions, which I would not have expected from Oracle. View full review »
David Gubly
DBA Team Leader at Hadassah Hospital
In general, the support is not good since most of the time the person whom you are given to is not so professional. Though, the last time that we had a big problem with our Database Appliance, we received support from Oracle US, and it was much better. View full review »
it_user522141
DBA Lead at a tech services company with 10,001+ employees
I'm the one who resolves the tickets. We don't use tech support. View full review »
it_user521772
Vice President, Global Technology at a financial services firm with 1,001-5,000 employees
We use it when we have issues. It's pretty good. They have a very good support model. You create a service request and, depending on the priority, they call you back. It's pretty good support. View full review »
it_user521886
Programmer Analyst Team Lead at a manufacturing company with 10,001+ employees
We have used technical support when we have had some issues. It's pretty good; a very good support model. You create a service request and they, depending on the priority, call us back. It's pretty good support. View full review »
it_user521847
Territory Manager at a financial services firm with 1,001-5,000 employees
The premier support isn't enough. Oracle ACS is expensive. We would like to train our DBAs to work better than premier support. They know their stuff, but the time response is not good. The time frames are not the same from our country, so when we open a service request the analyst doesn't know exactly what's going on. He tries to change to another analyst and we have to tell him the whole story again. That is what we don't like from premier support. View full review »
operatio515592
Operations Engineering Manager at a consultancy with 10,001+ employees
Customer Service: I would rate it 6/10. Many times the support is not able to solve the problems and they would put you into loops and escalate to their dev team which may take months to come back with a solution. Sometimes the solution never arrives and you are forced to upgrade to higher version. Technical Support: I would rate it 7/10. View full review »
it_user457482
Team Leader at a tech consulting company with 501-1,000 employees
I would give technical support a seven out of 10 rating. View full review »
it_user522111
ERP Architect at a comms service provider with 1,001-5,000 employees
We did use technical support. You just call Oracle support and they are good. View full review »
it_user522036
System Admin
Absolutely, support is huge for us, to be able to get the best quality support. They are pretty reliable. We have good Oracle support, direct Oracle support. OTN (Oracle Technology Network) we use them a lot, so Oracle support and the online, those two. In terms of getting to the right person, sometimes it's a hit or a miss but mostly, eventually, it works out. View full review »
it_user522138
DBA
It's probably the worst tech support that any company has, compared to anything that I have worked with. It's a nightmare if I have to open a service request. I opened a simple service request with a question about two months ago. I found the workaround, but the service request is still open. No one ever even bothered to answer anything, and it was level-2. View full review »
it_user521715
Database Admin
I had some issues that were resolved by the Oracle support team. There was an issue that I reported myself and the response time was adequate, within expectations. Eighty percent positive. View full review »
it_user521766
Program Manager (Software Asset Management) at a financial services firm with 5,001-10,000 employees
Good. Their normal ticketing system, their incident management system is quite responsive. All their large accounts have a technical Account Manager. You have your OCI, your Oracle Customer Identifier. Using your OCI, customers can put in their tickets, incidents. View full review »
DBA5760
DBA at a comms service provider with 1,001-5,000 employees
The reason I do not give this product a 10 out of 10 is because of the technical support. This is an area where they need to improve. It takes too long. If you have an issue that is very complicated, not something that you can find a solution for on the internet, that you need an engineer to help with, it takes too long. Very often, I find the solution by myself and give up on the support. View full review »
it_user516438
System Architect
Customer Service: Customer service is very good Technical Support: Technical support is not very good. View full review »
Software195e
Software Engineer at a media company with 10,001+ employees
We have a DBA who does our support. View full review »
it_user515451
Vice President of Global IT at a logistics company with 5,001-10,000 employees
Customer Service: Customer service is very good. Technical Support: Technical support is very good. They are responsive and meet our SLAs. View full review »

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