I would rate Oracle technical support as a seven out of ten. They are generally helpful, but the key concern is their commitment to response time rather than resolution time. 

I rate Oracle support eight out of 10. They're really fast. 

Technical support is good, and they offer different types of support. Oracle has a very large technical support team. Without support, I think it would be very difficult for customers to manage.

We raise service requests to Oracle.

Technical support is quite good.

The technical support is excellent.

Regarding their technical support, my personal experience over a period of two to three years is that you'll begin to notice a pattern regarding what time you should raise a service request so that it reaches the right place. Whether it goes to India or to Egypt — these are the two most popular centers for Oracle support. But if you manage to hit the right people, the support is there. 70 to 80 percent of the time, I receive a solution to my problems simply through the technical repository — within the portal itself. I prefer to do it like this rather than by creating a service request and waiting for a response from a potentially inexperience staff member. I'd rather just depend on the documentation. The documentation is very rich. The Oracle community is big.

Oracle E-Business Suite technical support is a seven out of ten for me.

I contact Oracle many times for support, and they are professional in their response.

Because we are licensed users, we get support from Oracle and the local partner.

My team had a lot of questions for the Oracle E-Business Suite support team. During the go-live stage, support was very, very responsive, but right now, the team isn't that responsive, so I'm rating the support team seven out of ten. The response time needs to be improved nowadays.

We've contacted support quite a bit in the past. They're pretty good at helping us. They are responsive.

Oracle support is good. 

There are both knowledgeable and unknowledgeable support people in the vendor organization. Hence, it is imperative to keep pushing on various issues in order to get a resolution.

I would rate the technical support of Oracle E-Business Suite a two out of five.

Oracle is the only company I can count on for support. They always do a great job.

I think support is good.

We do have experience with the product technical support. Whenever the support is assigned to India, we are not satisfied with it because we do not get quality support from teams in India. But whenever that support is assigned to any other country — that may be from the US or any European country — the support is phenomenal. When we reach good support they know the product very well and the experience is good. That is where I think the Indian resources are a bit concerning. The support from them really takes a lot of time.  

The technical support for the solution was very good. I rate the technical support a nine out of ten.

The technical support is responsive and have helped us apply patches or find solutions when we have bugs.

The solution’s customer support is good.

If I need any help I call Oracle directly and they provide me with assistance with my issues. I am completely satisfied with the support.

We have been in continuous contact with technical support but they do not have a solution to the billing problems we are faced with. Additionally, there are other issues they have not been able to help us with.

The support is good. Oracle has a global presence when it comes to support so depending on the timezone, the quality of support might vary. My experience with the Middle East is not great but when it comes to Europe, they are good. From Asia, specifically India, it can be two extremes. In general, support is good. 

Oracle's technical support is better than others.

Customer support is based on the awareness of the person who contacts Oracle. Service requests sometimes loop because Oracle supports the solution at the product level, not the functional level. The product level is any item related to the product itself. The functional level includes change requests or maintenance for the product.  

The technical support for Oracle E-Business Suite is good. If you do things right, their support can speed up the process, rather than relying on documents and their site. With Oracle support, proper knowledge, and understanding what the problem is, you'll be okay.

Customers get their support from the Oracle support portal (support.oracle.com). Customers can also get local support from the Oracle Partner companies, which are quite capable of both implementing and supporting the solution. Both functional and technical support is available. Additionally, there are lots of public documents available, such as, books and blogs about EBS. This is also advantageous for customers who want to learn the product on their own and keep their support and consultancy cost minimum.

Oracle's support could be quicker and more responsive.

Technical support is a mixed bag and depends on the support requested. Sometimes it goes to someone who isn't knowledgeable and can't help us and sometimes they're fine and can solve our problem. 

We didn't use their technical support because we didn't pay for the license for support.

We have not had any issues with technical support. Technical support is very good.

Oracle provides good support for the E-Business Suite. 

Technical support is good.

The support site is the only bad thing I've seen with Oracle. Unless you type in the exact right words, you don't get the right answers.

I think its quality seems to have gone down a little bit compared to the way it used to be when I started working when I always had good support.

Oracle support is pretty basic. They constantly make patches, improve software security and stability problems, and add new solutions. It's good overall, the support we get directly from Oracle.

Oracle support is helpful.

I would rate the support for Oracle E-Business Suite a four out of five.

The technical support is good, although sometimes it is very difficult to get an answer from them right away. You have to send them all of the log files so that they can fix the problem.

While technical support for Oracle ERP can be slow at times, overall it is good and helpful.

I would rate the technical support a seven out of ten.

I have up and down days with Oracle support. Like anything, it depends on who your support analyst is. They have some phenomenal analysts. Unfortunately, the lifespan, as I understand it, is only maybe 18 months. They come to know this product inside and out, but then they go on to do other things. If I look at it realistically, here we only call support when there's an issue. We're always complaining. If I was on the receiving end of that, 18 months of listening to complaints might get old. There are the people who can answer my questions and who will get it done, and then there are those who don't.

Actually, I'm dealing with a support ticket now. I have had to on multiple occasions put in the ticket 'read my question' versus what I think is happening. I don't know if it's a computer that spits out the first few e-mails, but it's "hello, my name is X, Y, Z", and as a business, you get sick of the same old stuff. I need this resolved and, honestly, the time it takes for me to log into Oracle support and read the stock e-mails has become extremely frustrating.

I have not used the support for Oracle E-Business Suite.

Oracle's technical support is very good.

Tech support was very knowledgeable.

Technical support is ok but has become less responsive over the last few years (although it tends to be faster for cloud-based applications).

We haven't really needed to reach out to technical support. That's a testament to how well this product runs. 

That said, in the past, I recall dealing with them, and for the most part, they were great. There were a few issues they were a bit slower to respond to, however, overall, as I recall, they were good.

When you are running a business you want a faster turnaround time. However, there are also some issues where they will be operating within their SLA, be it 24 or 48 hours. Still, sometimes you just need those quick turnarounds, such as maybe one or two hours, to get things done.

Technical support from Oracle has always been great. We have never faced any issues when it comes to anything related to technical support from Oracle. In fact, there have been times when they went the extra mile to support us. 

We are currently using the technical support because we have a relationship with Oracle to be able to raise tickets. We generally have not had many challenges.

Technical support is not the best and have to keep pushing. There have been a lot of times when we keep calling to get prompt support or escalations to a manager in order to get better support. This is an area that has deteriorated over time as we used to get better support. I don't know why, but with the number of clients increasing, the level of support has dropped.

10/10.

9/10 - there is always room for improvement. Occasionally It takes too long to work problems and there is typically an unnecessary long list of information that has to be supplied before the analyst will start work on the issue.

The support from Oracle is very good.

I have good and bad experiences with Oracle support. Sometimes it's very difficult to open up an SR, to keep it open, and to get a timely answer when you need it. It feels like everything has to be marked severity 1, critical, 24/7: sometimes in order for it to get something done. They might have heard that a lot, obviously.

We often have problems if we have to cross teams. If I have a problem, and then all of a sudden they decide, "That's receivables," so now you have to open a separate ticket with receivables. Receivables work differently than everyone else, so you're going to have to prioritize it higher and make it 24/7. It can be frustrating sometimes that all the support teams don't work similarly.

The technical support personnel are knowledgable, but I feel they're too aggressive and kind of pushy.

8/10.

7.5/10.

Support is a never-ending process because every day, our customers need to change things around. As such, customer support is never-ending. They ask for reports, or they need a new sequence, etc. So it's just a never-ending process.

We have an operational team for technical support. They don't work onsite, unlike the consultants. They are a team of six or seven people. They typically work in an office, but due to the pandemic, they work at home. 

The level of technical support depend on which analyst I'm getting through to. Sometimes they're pretty good, and other times they just throw their hands in the air.

The TARs assigned to us have improved a lot over the years. They have a lot of scripts that can be registered as concurrent. Previously in 1999, I'd have to think twice before logging a ticket because it was a back-and-forth nightmare. Now we can chat online very quickly.

Satisfactory.

Support on Unix platforms is good.

Overall, support is good. Earlier, we used to have MetaLink, now we have support with Oracle.com. We can pay the Support Representative or we can find so many documents and all that, but still there is a thing if you need anything development related, then SRs and getting solution may take up to years of time. That is a kind of thing I’d like to get rid of.

The support at Oracle is good. It's not very good but good.

The Oracle support is through the Oracle MetaLink, where you open up the Oracle SR and then get the support needed. For this, we spend at least a day or two to provide them with information and it is time consuming. Hence, I think it's good.

However, in case of any urgency, we need to go with the escalation route to get the support that is needed and need to go over the issue with them. We need to struggle in terms of getting the right support. They have support in both the US and Indian time zones. Sometimes, we don't get the right support person in the Oracle SR call and that is also one of the struggles that we have with Oracle.

We have two levels of support. My team is an internal support organization. Then, if need be, we have external support. With external support, you roll the dice. Some issues get resolved relatively quickly, while others drag on. It depends on the person working it.

Most of my interaction has been through the support website which is mostly technical support. Most of the support is through the customers, through the support portal. The best part about the support is the vast knowledge base. 9/10 times you can find a solution to your problem through some kind of published notes from the support website.

Technical support is good. You can contact support to ask a question or to open a request. The first type of contact is immediate, as in you ask the question in a forum and the answer is immediate. This is for basic knowledge or for small problems. On the other hand, a request is a particular issue and you can show a critical problem that often requires a patch or running a script. I have tried using both of these and I have almost always received some answer.

They're always hiring new people, so if you get a new person, it's somewhat chancy on getting good support, but they generally have excellent people. Eventually you can get to somebody who's excellent, especially if your problem is a challenging one. It's easy to escalate it and get it up there.

I've always thought working with Oracle support has been much better than any other vendor we've worked with. They're always improving their website and making it more helpful. I've been very pleased with their support.

For the most part, if it's a serious issue we can escalate to level-two support and get good responses.

I don't interact enough with them to be able to answer. I know that we occasionally have to open service requests with Oracle. Of course, the IT team handles that and I am not part of the IT team. Sometimes the response time is a little slower than we would like, particularly when it has to do with month-end close. Very often we can't close a module because we are waiting on an SR.

We have sent requests to Oracle for technical support when we've had issues. They haven't been able to solve all of our problems, but most of the time, they were able to help us.

The support from Oracle is excellent, they have always been good.

Our customers are also using customer support for their particular problems. My team is contacting the support and as a services partner, we are raising a lot of tickets from Oracle for any services we need or any certifications. Their response has always been good.

Oracle support is good.

We have been in contact with Oracle support and have opened tickets with them. We are satisfied with the service.

A seven out of 10.

We use technical support very often. We open service requests, and if the ticket level is a seven, we see a good response. They need to improve on their turnaround time on the Sev 2 and Sev 3 service requests.

Oracle's technical support has drastically improved over the years. The support.oracle.com, or My Oracle Support, is a very good tool. We do encourage our team members, as well as our end users, to look there first. Literally, sometimes it's trying to find a needle in a haystack. Certainly, the information's typically there, based on the search ability what you're searching for is putting specific criteria to find that. Sometimes, people are so broad that they get many, many hits. The ideal situation is putting in something very specific, that you may be able to find what you're looking for, and not having to scroll through pages and pages of results, if you will.

We have support from our local vendors who send service requests directly to Oracle.

Service requests directly from Oracle take too much time and effort. 

I would rate the level of the technical support as a seven out of 10. There are big delays in the issues of resolution times

We worked with Oracle On Demand and with support. Most of the time, they are great. Because we are a support customer, we have a big advantage there. They are responsible for managing our systems. We go with them, and log whatever the technical request there. Most of the time, we get resolutions fast.

Oracle will always have little bugs here and there. Fortunately, we have a very strong relationship with them, so whenever we had a service request that wasn't moving, we escalated it quickly. So we're OK in that regard.

I do find that sometimes first-level support doesn't know a lot and they ask the "classic" questions. Starting at level two, though, the support gets much better.

Sometimes, Oracle's support is very good and they give fast replies to all cases, but not all replies contain the solution. Sometimes they provide accurate solutions and effective solutions. Other times, they don't. Support could be improved.

The solution technically is supported well both from Oracle, who is the owner of the solution, and IBM, who is the integrator. I cannot complain. So far, we're quite satisfied with the technical support offered by both companies.

Since I'm not the support side of things in the organization, I don't directly deal with technical support, but there are people, such as DBAs and developers, who have been in talks with Oracle about some of the issues. They didn't seem like they had any real problems other than some of the solutions are a little slow to come about. It could be because our organization is very unique, some of the solutions that might need to happen could be a little bit more involved with trying to develop a solution that we need. I don't think we've had a situation, however, where we weren't able to get the needed support.

Technical support is mediocre. It used to be a lot better. The last 10 years or so, it's degraded, where it's hard to get an expert that can really help. It seems to be, a lot of times, their preference is just to get it back in your court and not necessarily help but put the onus on you and hope that you take a few days to respond and then it'll auto-close.

Technical support is OK. They're no better or no worse than other companies. You have to know what to do. Basically, for us, when we go to support, we're prepared. We make sure we have all our data – from our financial system or whatever – ready, so we will save time.

However, we do find, sometimes, depending on the time of the day, if you open the support ticket with Oracle, let's say, if you're doing it in the afternoon, or late afternoon, then it actually goes to Asia-Pacific. That problem, basically, is that you won't get any updates in the morning, if we try to. You would get something in the afternoon. If it's not urgent, maybe that's OK, but we'd like to have something, basically, in the same time zone, at least.

When I have faced any problem with the database table, if there’s something wrong at the application level, or when I am applying the patches, I just raise an SR, a service request with the Oracle support team. Based on the priority, they will provide feedback. The last couple of months, I have been getting some good feedback from them. From that point of view, the service is good.

Technical support is very knowledgeable. I think normally the Metalink support is very good and sometimes we may have to reach out to them.

Technical support has been good. We haven't had any problems with them.

I wish they would improve on it. For a functional user like me, technical support has been tough. With SR's, I've had to go back and forth. It seems like this is one area that hasn't improved in the ten years I've used Oracle. They have analyzers, but sometimes we just need help from Oracle support.

When I was on the support side, I thought it was great. I think where support does fall over sometimes is in the turn-around time and not from a technology perspective. The turn around can be too long.  

The support at Oracle is good. It is not very good, but okay. The Oracle support is through the Oracle MetaLink, where you open up the Oracle SR, then get the support needed. For this, we spend at least a day or two providing them with information and it is time consuming. Hence, I think it is okay. However, in case of any urgency, we need to go to the escalation route for any urgent support that is needed and need to go over the issue with them. We struggle in terms of getting the right support.

When we have to open a ticket with the technical support, it is resolved in a timely manner. However, for this purpose, we are not using the Oracle SOA support team; instead, we are using RemedyForce, which is a part of SFDC.

Technical support is pretty good most of the time. Sometimes, though, I feel that they're throwing me the standard questions just to try and delay. I think those questions are unnecessary.

We just dropped our maintenance with Oracle last year and have gone to a third-party service provider. It was less than half of the cost, and we didn't see the value of the money that we were spending at the time with Oracle.

I would rate the Oracle technical support and eight out of ten. The quality of the solution and the speed in which they provide it are good, but not excellent.

One of the things is the timing is very, very slow for turnaround of most things. We get handed off to different people. We do not keep the same person who started researching the problem usually following up with us. We usually feel like we have to start over every time we get somebody new to figure out what's going on. If we had somebody from start to finish, we think we probably would have gotten resolution quicker and been able to keep that knowledge base of what's happened in the past. A group, or a smaller group of people, would have been more ideal.

Technical support is good, though it depends on which module you're asking about. Sometimes we have to escalate service requests so that they get to the relevant techs, but the service is good overall.

It is good.

Customer service is good.

Technical support is good.

Pretty good. We're pretty satisfied. If we raise something to a P1 they work on it 24/7. We don't have any issues with that. We don't raise a lot of problems because there aren't that many problems anymore. We keep our customizations down to a minimum.

There have been years where it's not so good. Honestly, in these last 5-6 years, it's been pretty solid. I've always been able to open a ticket, and if I can't find the answer myself in my Oracle support, then the ticket gets resolved fairly quickly and to a resolution, so that's nice.

We partner with a consulting firm, so all of our help desk tickets go through them. We don't deal with Oracle directly.

The level of technical support depends on who you get. Sometimes they'll lag along and we have to keep prodding them and babysit the ticket. Sometimes I'll have to get my boss on the thine to scream at them. Other times, they're really responsive. So it varies.

Technical support is poor currently. They are focusing more on the cloud rather than customers that are on-premise. 

When we have concerns we would raise the issue with a ticket on their portal. They would not provide the solution we needed and caused us to be under tremendous pressure. We usually need to finish the concern. Even as recently as last week we had concerns with closing an accounting problem and had to escalate to the director level.

Technical support is fair.

Technical support has been fine. We haven't had any problems. Whenever we’ve had a hiccup or something, there's always been a representative to help us. They're knowledgeable and the response time is okay.

Support is very good. We also have a management service provider. We work with a company called Emtec that provides management services. Because our IT team is fairly small, we need extra help. They do a good job.

We didn't use Oracle technical support directly. We worked with an Oracle partner, a Russian company. We are happy to work with them and satisfied with the level of service they provide.

A seven out of 10.

We have pretty good support though Oracle Managed Cloud Services.

We're happy with the timeliness and the resolution, after we open a ticket.

We've found that technical support has been challenging as they are not always the most forthcoming with information nor are they the most highly-trained techs when you open SRs. There have definitely been issues there, especially compared to the costs that you pay for the support.

The level of technical support you receive really depends on if you know who to reach out to. If you do, it's fine. For consultants like us, it's sometimes a little bit frustrating, because we know how to solve the problems ourselves for the most part. Yet, when we need Oracle, we have to fill in all these questions about standard things that we must deliver and query results and standard programs. 

We always provide enough information to be able to understand the problem. For us, we immediately get 5000 questions back when we log an issue and we've already passed that part of the process because we understand what is going on and what is going wrong. That can be a little bit frustrating. However, I understand why they do it. Oracle wants to know exactly what the issue is. For consultants, on the other hand, who recognize the issues, we would prefer not to have to go through the first line of support and rather be directed to someone we can talk to immediately. Right now, there's something like five steps before you can do that.

I think they're pretty responsive.

Basically, most of the time, usually we go through the normal process of creating a service request, and at times, if there is a major issue or any critical problem, they would step in and they personally help out the customer.