Oracle Exadata Customer Service and Support
The solution’s tech support is good.
View full review »FG
Projmgr67
IT Architect at TIM
We're happy with Oracle Exadata support, though there's always room for improvement. In the years we've contacted them, we've reached a good balance between pricing and service. They deserve a four out of five in terms of support.
View full review »Technical support from Oracle for Exadata is very good. We get vendor support, experts, and ACS also. You have to pay Oracle, but they have professional services. You will not get an Exadata expert into your home right into the market.
View full review »Buyer's Guide
Oracle Exadata
March 2024
Learn what your peers think about Oracle Exadata. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
We have used the support from Oracle and it is very good.
I rate the support from Oracle Exadata a five out of five.
View full review »RP
Rodolfo Patiño
SubDirector of Project Management at DISH
While we used Oracle consultants for the implementation of the product, and that did not go very well at all, now that it is set up, I can say that we do find their general technical support quite good. We're on good terms with support in general, which comes from America, and I would say we are satisfied with the level of service Oracle provides.
View full review »We contact the support team regularly. Once we buy the tool, we get a CSI. We can raise service requests based on our CSI. We are happy with the support team.
View full review »The initial contact with technical support is bad and slow. You need to get to the developers to have proper support. But this is time consuming and long lasting.
View full review »Customer Service:
We have had great customer service. We had almost no issues with the machine as such except for some predictive hard disk failures and the machine never had a problem due to the redundancy, so there was zero downtime for any of the hard disk faults.
Technical Support:
Majority of the cases we have had good support. We had a few small hiccups with ASR Auto Update as it twice lost configuration. However, we have since disabled that function and do the ASR updating manually after taking a backup. As this feature is not essential to the actual running of the machine, it never caused us any major issues.
View full review »EA
ErmanArslan, Oracle ACE
Sr. Director, Systems & Databases at GTech
Actually, a consulting company (Oracle Partner) giving the technical support of this product, we didn't encounter any problems by getting advanced support by Oracle and we didn't get any unrecoverable problems while implementing what we learnt from the user guides and Oracle support documents.
The technical support of Exadata is quite good (if it is given by the IT professionals who know what they are doing).
We are a platinum member for support.
View full review »CB
Chris Bradham
Senior Technical Director at AEM Corporation
Customer Service:
In terms of overall Oracle customer service, we've had good experiences on this front. Oracle has provided us access to their experts and continually check to see how things are going. Whenever an issue comes up, they treat the problem seriously. Since we support a government customer, Oracle is extra motivated to ensuring we have a successful experience. Since 2011, there have been significant improvements with support. Occasionally we do hit issues which it seemingly takes support a longer period of time to provide a patch or workaround but these namely involve additional features, not core technology so it's a matter of exhibiting patience.
Technical Support:
On the hardware side, customer service is quite good. Any disk failures get replaced in a day and with triple redundancy for disk, it's not been a concern. Software customer service has improved over the years. Early on was a little rough as I will say the software wasn't fully mature. As the product has matured, so has the software support's capability to resolve issues more quickly. We can't take advantage of ASR, however this seems like a major improvement for customer service in terms of responsiveness.
View full review »We request a heath check for issues from the support and we have a deal with them to support us.
I rate the support from Oracle Exadata a three out of five.
View full review »EP
reviewer1395711
Deputy CEO, CIO at a insurance company with 51-200 employees
My company uses advanced Oracle Exadata technical support. The support is excellent, so I'd rate it as nine out of ten. It's a long-term cooperation where my team knows the experts by name, and the support team is always available for my company. The service is excellent.
View full review »AS
Anand Kumar Singh
Enterprise Architect at TechnipEnergies
I have been working with Oracle support for the last 15 years. I have no issues with support.
View full review »I have not contacted technical support before.
View full review »The technical support is good, we have not had a problem.
View full review »Sometimes it's them calling us on behalf of one of our clients, but I would find that once one figures out the best way to work with their support organization in general, but their engineered systems support organization in particular, I can't think anything outside of a world class organization. I would admit that I don't have a lot, if any, experience with the competition, but I don't feel like I need any experience with the competition because of the way they do support those two products.
View full review »SA
Sami Abdelwahab
Senior Database Consultant at Riyad Bank
Oracle support is very bad, it is not good at all. They do not provide a solution in suitable time.
View full review »Technical support is fantastic. Oracle supports Exadata customers as the top tier, and you get support when you need it. Oracle has separate Exadata support. Once you buy Exadata, you go to that dedicated team and the turnaround is very, very good.
View full review »We have premier-level technical support, so we have a pretty good relationship with them.
View full review »MA
reviewer602496
System Admin at a government with 1,001-5,000 employees
Customer Service:
Customer service is 7/10.
Technical Support:Technical support is 6/10.
View full review »We have Oracle’s Platinum support, which has been pretty good. However, the people are not always knowledgeable. I always rely on my best contacts in Oracle to get the right support. Even though we have Platinum Support, my last delay was my contacts in Oracle.
View full review »Oracle Exadata comes with Platinum Support, which is a premium support and includes regular (quarterly) patching/version upgrade activity and fault monitoring. I think this is a right approach by Oracle. As an engineered system, there is a lot of version compatibility between firmwares, operating systems, and softwares that must be taken care of for a patching and image upgrade. This definitely would be a huge responsibility if customers had to deal with this.
View full review »
Customer Service:
It leaves a lot to be desired. It has improved; but still a lot to go. I rate it 6 on a 10 point scale.
Technical Support:I gave an overall rating of 9 to Exadata X4 due to the quality of support personnel during installation and after sales events. That is going up but still leaves something to be desired.
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Customer Service:
It is good and sometimes we don't get exact recommendations even though we give all details but it was satisfactory.
Technical Support:it is good they are knowledgable enough to answer our questions.
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Customer Service:
Platinum support services supplied with the Exadata is worthless.
Technical Support:If I have an application down, we do not call oracle support as their response times to get a qualified engineer on the phone take 4+ hours. We solve problems ourselves.
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Customer Service:
The Exadata stack is well known and has become a standard platform with Oracle customers; thus, triage to resolution has become much more streamlined. When you create a service ticket with Oracle Support, time to resolution is significantly reduced. On another note, Oracle Field Support engineers are remarkable. They have been quick to respond, flexible, knowledgeable, and willing to work with our schedule.
Technical Support:Oracle Support Engineers are outstanding but you have to know how to navigate the system. Oracle Support provides all the technical support for the Exadata including the database software, OS, and hardware. Not knowing how to navigate through Oracle’s support structure and escalation policies can leave you feeling stranded by the vendor. Logging a support ticket with any component of the Exadata is no different than logging a support ticket for a database issue. You need to know how to raise a severity for a service ticket and how to escalate a support issue with the duty manager when production issues occur. Having a seasoned DMA (database machine administrator) is crucial to a successful Exadata deployment.
Having said that, often with Exadata customers, they can create a service ticket with the wrong Oracle Support group. This can cause confusion and elongated response times at early stages of the Exadata deployment as the service ticket gets routed to different teams within Oracle Support.
View full review »MR
Manish Raj
Solution Sales Specialist at a tech company with 5,001-10,000 employees
Technical support is fine. It is okay.
View full review »AM
Antony Mario Selvam
GIO IT Infra Build Er. DBA at a comms service provider with 10,001+ employees
The technical support team are real professionals. I admire their technical skills and supports. Their supports are really admirable.
View full review »
Customer Service:
Overall it has been good so far.
Technical Support:Overall it has been good so far. In the case of engineered systems like SuperCluster/Exadata, the patching has to go through the support team and there is definitely room for improvements in this area.
View full review »My hardware support is beyond compare. The MOS software support is good but there are just too few experienced people.
View full review »IB
Ignacio Barahona
Head of Data Value at Innova-tsn
I've never used technical support and therefore can't really comment on their responsiveness or level of knowledge. I have an internal team that assists with troubleshooting as necessary.
View full review »We definitely have noticed that technical support has gone down, unfortunately. The quality of support; it takes a lot longer to get tickets resolved than it did four years ago, when we first bought the Exadata. We're an engineered systems customer. That's supposed to have more platinum-level support model to it. We have not experienced that recently.
View full review »TK
Jin Hyun Kim
cloud security and DevSecOps Apecialist at Join Cloud Ltd.
Their customer support is really good. I would rate it eight out of ten.
View full review »RB
Radu Biristeica
IT Consultant at Trend Import-Export
The technical support has been okay. We've been satisfied with the level of service.
View full review »AS
Adriano-Simao
Chief Technology Officer at Triana Business Solutions Lda
Every implementation is unique. I have been working with Oracle since 2005 and have not had issues regarding technical support. But Oracle must audit their implementation partners regularly to avoid major problems like a bad quality implementation that make clients raise a call.
View full review »Technical support is pretty good. There are certain areas specific to the enterprise application where we might not be getting Oracle support. But for Oracle products, it is pretty good.
View full review »AR
reviewer1620885
Vice President & Head of IT Governance at a financial services firm with 1,001-5,000 employees
Currently, we're quite happy with Oracle's technical support, If we weren't we would definitely let them know. However, at this time, they are helpful and responsive.
View full review »Between 1 and 10, technical support is 7 or 8. Time to time, we do run into some issues, here and there, where it takes us a little while to get through, to make sure that engineers understand what's going on. For the most part, we don't have any major hiccups, I guess. Sometimes, the issue is finding the right person, getting to the right person to have that conversation. Once you have that then it's fine, but getting to it takes a little bit of time.
View full review »SP
Sameer Pathare
Technical Director at Wissen infotech
The support is helpful.
View full review »SU
Slava Urbanovich
Master Consultant - RedHat & Oracle Cloud, Virtualization , Automation at a computer software company with 1,001-5,000 employees
The technical support from Oracle is pretty good. It could be better at times but for the most part, they are knowledgeable.
View full review »
Customer Service:
Customer service was OK.
Technical Support:Technical support was OK.
View full review »We've created a lot of cases, so we're in touch with Oracle support frequently. The service is consistent across all our Oracle products because they're located in one place.
View full review »SH
Syed Jaffar Hussain
CTO at a tech services company with 51-200 employees
Oracle support service needs more improvement.
View full review »Customer Service:
Oracle customer service is the best in the industry.
Technical Support:
Technical support for Exadata is the best in the industry.
View full review »It is excellent. In our organization, my team did the first migration, so it was all new to everyone. From the installation team to internal support teams, and my team which is the application DBAs, which really worked on the migration. Checking stuff and letting us know if there were any changes to be made; for all of those, even with the migration, we got excellent support.
That was part of the agreement between the parties, that they would help us with the first migration.
View full review »
Customer Service:
I would give customer service a rating of 7/10.
Technical Support:I would give technical support a rating of 7/10.
View full review »Actually, level one support is OK. It's no different than what most DBAs themselves can handle. Right now, we have a challenge with some wrong results on Exadata, and it's taking a number of weeks; we have clients that are very upset. I would say technical support is a mix. It depends on how difficult the question is, and if it was encountered before. If it was encountered before, really fast. If not, you have to go to development and it can take a while.
View full review »VS
Vernon Silva
Systems Engineer at Informatics (Private) Limited
The support from Oracle Exadata is good.
View full review »PR
reviewer1467993
Senior Database Administrator at a financial services firm with 5,001-10,000 employees
There are times when there are complicated problems and we have reached our limits and cannot solve them. This is when we have contacted the support. When this has happened, their team has been good at resolving our problems. Whenever we had these issues we worked with them and they were able to have an answer within a 12 to 24-hour time frame.
View full review »We have some very good internal guys who handle most of the issues. Actually, we haven't had many issues at all.
View full review »JS
JR Shaik
Database Infrastructure Cloud Architect-Oracle,AWS Migration,Upgardes(Cassandra,Postgres,Hadoop BI) at a tech services company with 1-10 employees
They have an extremely great Oracle team.
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Customer Service:
Oracle Support Services should be improved. The customer has seen more and more discussions within the Oracle Support Groups indicating that support has done more and more finger-pointing, which doesn't help the customer to fix problems.
Technical Support:5/10 - They have a lot to improve upon.
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Customer Service:
We have always had excellent customer service.
Technical Support:It's excellent.
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Customer Service:
The Platinum support has been useful to most of the clients. It helps IT organization eliminate the internal need to spend time and efforts on patching and monitoring the Exadata boxes. It allows them to concentrate on other tasks.
Technical Support:Sometimes it takes too long time to get help with technical issues. At times, clients get frustrated with being asked the same questions multiple times. I would rate the Oracle technical support as good.
View full review »They have a dedicated team exclusively for Exadata. Whenever we ran into some issues with the tool, they nailed it down. The support was good in Oracle because this is a prestigious product from Oracle. They have their support model.
View full review »The support for troubleshooting issues is OK; it's fine.
The support for patching – we have Platinum Support – is probably one of the worst I have ever experienced in my career. We've been trying to upgrade to the latest version of 11g R2 and we haven't done it. The last few times we've tried to do it, they were supposed to be able to upgrade without downtime, but the last two or three times, we've had downtime. We have very little trust in Platinum Support to do the upgrades.
View full review »The SRs that we raise are not always resolved in a timely fashion. Often I'm unhappy.
View full review »6/10
View full review »AS
Adriano-Simao
Chief Technology Officer at Triana Business Solutions Lda
The first line of maintenance is done by my team, including day to day operation. Support from Oracle is for things which are beyond our knowledge of database administration. Most of the time, the maintenance is done by us. But there is a point you must understand regarding the hardware maintenance. We are not allowed to do hardware maintenance, this belongs exclusively to the Oracle Team. The Oracle Team must be the one that does the hardware maintenance on these machines. Of course, we have a partner here in Mozambique who represents Oracle. This company is the one that is the second line of support. If they find something, they can escalate it to Oracle or they can solve it themselves.
View full review »MF
Mohammad Furqan
Tech Lead at a computer software company with 201-500 employees
Our customers are very satisfied regarding Exadata because when we raise a call with Oracle regarding any issue their response is very prompt, within 5 minutes. And an engineer is available for working on the issue.
View full review »I would rate technical support as very good. We always received excellent technical support whenever we required it.
View full review »Technical support is good.
View full review »Technical support is awesome. Oracle is our technical support; so when we need it, they are there.
View full review »Tech support has been really good. That goes a long way because you have some comfort, stability in the fact that you've got somebody that you can lean on. You don't always have those skill sets. Since we're a services company, we do have those skill sets in that area, but most customers may not have that.
These guys are very well versed in the technology. They understand not only the storage software part of it, but the database as well as the hardware aspect of it -end to end. The most surprising aspect of Exadata is really the support.
Customer Service:
Oracle was pretty good in original install and database clusters build, and was pretty helpful in all the requests and questions we posted to them.
Technical Support:I would say technical support is very good. I have extensive working relationships with the Oracle consultants who were deploying the Exadata clusters at Worksafe. We have not had any really major issues with our Exadata clusters so far.
View full review »Support is much better for Exadata than for other products. Very fast response and sometimes much faster than for other systems.
Sometimes if we have a bug on another database, we duplicate the database on Exadata, repeat the bug and they make a patch much faster.
View full review »As a member of IT management with business units breathing down our neck, when there is an issue we always feel the support can be faster but I don't get a lot of complaints. It's good support. Like everything, it could be faster. We'd want to be faster.
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Customer Service:
Customer service is excellent.
Technical Support:Technical service is excellent.
View full review »As a member of IT management with business units breathing down our neck when there is an issue or something like that, we always feel the support can be faster but I don't get a lot of complaints. It's good support. Like everything, it could be faster. We'd want it to be faster.
View full review »AS
Adriano-Simao
Chief Technology Officer at Triana Business Solutions Lda
On a scale from one to ten, I would give Oracle technical support a seven. The involvement of Oracle's people is something that they have to improve because they are operating in very poor countries. We need to clarify with them because the technical people's availability must be well organized for the job to go smoothly.
Another thing is the language. We speak Portuguese, and the technical people don't speak another language. It starts to get very difficult to work like this. We are not English, and they are not English, and it becomes very difficult to communicate.
They are the ones with the solution, so they are brilliant at working with Oracle. We can solve all the issues. They have time to share their experience with us. That's one thing that I stated to those guys working on this implementation.
View full review »KK
Kamal K.
Exadata Certified and Oracle Certified DBA Consultant at a tech vendor with 1-10 employees
The technical support is, as usual, good from Oracle.
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Customer Service:
Customer service is very good.
Technical Support:Technical support is very good.
View full review »It's always a pain working with the Oracle support team. I say this because not all tickets get resolved immediately. It can take many days. Sometimes it takes a week. This can also include the weekend. During the weekend, the support team is thin. I need to follow up many times and call their managers. We have to scream at them to get back to us.
It's always a little bit difficult dealing with Oracle support compared to other vendors. They are a bigger organization. It does become a little complicated with such a big organization. With other vendors, you can call and resolve things properly and easily. I think there are a lot of process-oriented delays when it comes to Oracle. That’s built in as part of dealing with a bigger organization.
Because the ticket is not handled by a single engineer, sometimes the other engineer needs to digest it first. For example, a person in the US could start to help us, and then hand it over to someone in the UK. When that persons gets on board, he takes some time to digest the previous engineer’s explanation, recommendations, and diagnosis of the problem. If it continues to be handed over, and if it goes on for days, each engineer needs to go through the entire history of the ticket. That is a pain.
In such cases, it is always better to stick with a particular engineer and to a certain time zone. This means that the solution will be delayed. It depends on how soon you want to get it resolved. You might want your account manager to put pressure on the support team.
I am hoping for smoother operations and coordination in the future.
View full review »VA
reviewer940044
Senior Manager -Datacenter Planning and Operations at a comms service provider with 1,001-5,000 employees
The tech support for this product is fine, though sometimes they take some time to identify and rectify issues.
View full review »Yes, I have actually. Kind of hit and miss.
It depends, I guess, on the support engineer really. I think I got more misses than hits.
View full review »RS
Rajinder Sachdeva (Pmp, Oracle Certified Master.)
Infrastructure Architect at a tech services company with 1-10 employees
It depends on what the ticket is about. It's easy to open a ticket. Now, to get solution on this ticket, that's a different story because they start asking for all the logs. You give them the logs, and they still want more logs; all this time, the problem is not resolved. That’s not particular to the Exadata platform; it's a general Oracle issue. It can be an arduous process.
Also, when you open the ticket, you don't get a senior guy right away; you get a junior person. You have to complain, and say, "Guys I know what I'm talking about, move it.", before they go to the next level. Then, you get who you want. That's another issue, but they have been there for many years. They need to improve their technical support.
View full review »6/10 - not because of people, but technology and architecture. A few times we had issue to completely fail a drive before we can replace it.
View full review »Technical support can be patchy, particularly a couple of years back, the number of support personnel with exadata skills was perhaps not at the level it could have been. That being said, I have continually been impressed with the field engineers. I have encountered some who's dedication and commitment to fixing issues went way above what I would have expected.
View full review »I don't believe we’ve had to use technical support. We had a little bit of help at the beginning to get everything installed; after that, it just ran.
View full review »The technical support is terrible. When I search on Google, I get more answers than from the Oracle support team. For example, when we reach out to Oracle and claim something is not working like we cannot get OEM to connect from the Exadata machine. I simply searched on Google and found the answer. The Oracle support team could not find the solution for 3-4 weeks. Finally, I searched on Google and I found the answer in less than 1 hour. The issue was that 1 of the files had no permission for OEM to connect. That's it. Google is good. I can search anything on Google, not Oracle support.
View full review »I don't know too much about their support because I'm not the person who directly interacts with Oracle support on any issues. Nonetheless, one thing I learned is, for any maintenance, we have to call an Oracle technician. That's in our contract and that gets expensive. For small and mid-sized companies, that might be a factor they might want to consider.
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Customer Service:
I rate customer service 8/10.
Technical Support:I rate it 8/10. My experience with Oracle Support has been moderate. Many times, I find support engineers working on an SR seem to be in a hurry to change the status to 'customer working'. In the past, I've asked them to understand the issue over a call (rather than adding updates) and then suggest the solution.
View full review »Good quality support.
View full review »
Customer Service:
I would give customer support a rating of 5/10. The FEs are usually good and proactive.
Technical Support:Technical support varies wildly.
View full review »The support is very good.
I'm not involved in operations that much, but from what I understand, they get back to us; they always find the right person.
View full review »It's pretty good. I don't have any problems in that area.
View full review »MH
reviewer1031826
Analytics Lead at a tech vendor with 10,001+ employees
I have been satisfied with the technical support.
View full review »The Exadata support team is good, they will never let you down.
View full review »We have opened tickets with Oracle technical support and so far, no problems.
View full review »10/10 because we have Oracle Platinum Support.
View full review »An excellent support is provided by Oracle, it is based on the support model paid for.
View full review »Oracle Exadata Tech Support has been great. We had many issues with Oracle
ACS and Platinum Support; specifically around the areas of scheduling
patching and upgrades. For these reasons, we ended building that skillset
in house.
We have used technical support many times. Most of time it's okay, but sometimes there's a delay in the response. Then we have to escalate and get it done.
View full review »Buyer's Guide
Oracle Exadata
March 2024
Learn what your peers think about Oracle Exadata. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.