Oracle Exadata Customer Service and Technical Support

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 »
Robin Saikat Chatterjee
Head of Oracle Exadata Centre of Excellence at Tata Consultancy Services
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 issue. View full review »
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 »
Learn what your peers think about Oracle Exadata. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,360 professionals have used our research since 2012.
Syed Jaffar Hussain
CTO at a tech services company with 51-200 employees
Oracle support service needs more improvement. View full review »
Learn what your peers think about Oracle Exadata. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,360 professionals have used our research since 2012.