The product support from Oracle is good, but it could be better. I sometimes expect a quick response when I have a client on the other end. 

The level of customer service provided by Oracle ERP Cloud is below expectations. There have been certain requests from our side that were not answered properly. I find their support team to be unknowledgeable and unacquainted with all the bugs and known defects of the solution. That might be due to the complexity of the database structure. Overall, their customer service and support are quite dissatisfying. I would rate it three to four out of ten.

Technical support is good but there are many things that they need to work on and improve. It generally takes two to three days to get a response after a ticket is issued.

The solution's technical support is okay, but it's not the best. When we tell the technical support team about customization happening inside the product, they say it is out of Oracle support. It would be good if the technical support helps us even when customization happens.

If a support person knows something the client needs, they must tell the client quickly. The support people keep trying, experimenting, and then come back to us with a solution. It is not professional. The technical partners are not competitive enough to give solutions within the accepted SLAs. They do their own experiments, take their time, and come back with a solution.

The customer service and support team is okay. 

I do deal with the technical support team of Oracle ERP Cloud for issues and gaps, and on a scale of one to five, where one is the worst and five is the best, I'm rating support a four.

Oracle doesn't provide support directly. They have implementation partners. When we have a bug, support is highly responsive, but if it's a new feature, the response time depends on how many clients. It could take longer.

Technical support is good, however, sometimes we do need to wait for an answer.

Technical support is okay. If you want to have it on a higher level or get better service, you have to pay. It's an additional cost.

For the most part, we are satisfied with the level of support we have.

My company contacts Oracle ERP Cloud technical support when there's any bug or error in the product, but support-wise, it's a six out of ten. Oracle support needs to improve by adding more team members. Support for Oracle ERP Cloud needs a boost.

Technical support can be good, however, they are not able to provide a solution for the business process gaps.

Oracle's customer service has been improved over the last few years and specially with Cloud products has done a good job making sure the customers are very happy.

The technical support keeps improving. This is another area that has some room for improvement, but we have not had any issues.

Customer service is good.

Technical support is good.

Technical support is very helpful.

Technical support is not swift so should leverage their access level. In the cloud environment, support has access to our system and could pull data instead of asking us to provide diagnostic tests to them. 

Oracle support for this application is not up to the standard. From the database point of view, Oracle support is very good. When it comes to this application, if you look at the SaaS, it takes a long time for Oracle to provide some of the solutions. That is where we have seen where Oracle is lacking on supporting the customers in that sense.

When it comes to support from Oracle, over the last few months, I believe they have changed the worldwide support team structure. We're seeing some challenges in getting support, especially the first level support. With Oracle, if the person is not able to fix the issue, there's no such thing as delegating to the next level. We have that challenge.

Other challenges I’ve seen are cross-platform challenges. People from ERP and the people from hosting do not talk to each other. If you have some in-between issue – hosting-related issues end up with having issues in ERP – the two teams do not talk to each other internally. We ask them to talk to each other. We collaborate with both teams at same time. It is very difficult for us sometimes; it's challenging for us.

At the same time, we are using multiple products from Oracle. We have the Fusion stack, we have the ERP stack, we have the OBIEE stack, we have the IDM stack. Sometimes we have seen some challenges when comes to cross-application collaboration between the teams.

Technical support is good. Most of the time, the response is good, especially if you have any priority issues. Sometimes it depends on what kind of support agreement you have with Oracle; depending on whether you have the heightened coverage, Gold or Platinum. Having mentioned that, there are certain cases where we got very minimal support, especially during the quarterly reports and all, which are very big for us from a revenue standpoint. From a support standpoint, there is some improvement that needs to be made.

I have noticed over the last 10 years Oracle's quality of technical support has decreased.