Oracle HCM Cloud Customer Service and Technical Support

Project Manager at a recruiting/HR firm with 51-200 employees
I would give technical support a rating of 2/5. Despite having an SLA contract, the technical support is still terrible. We have experienced some cases when implementing the solution for our customers, where a service request was created with Priority Level 1, Production. The problem took more than a month to be fixed. This is a service that definitely must be improved by Oracle. Some examples that we experienced with technical support: * Dumb questions such as "Did you press the button X to confirm?" * Same requisitions by different people * "Provide me with the 'how to' for the issue," but the 'how to' was already attached to the SR * A conference call was scheduled and then cancelled 30 minutes before it was supposed to start. View full review »
Mila Ghosh
Director, HR Project Operations at a energy/utilities company with 10,001+ employees
Technical support was a limited arrangement in terms of issues going on. We go through their channels of raising support tickets, and the tickets are addressed in due course. We just entered into this arrangement due to cost. View full review »
Oracle HCM Lead Consultant at a tech services company with 10,001+ employees
Bad, four out of 10. Very slow to respond to issues, requires a lot of work from the HR team just to give them all the details. For every issue you have to upload at east five to six documents, replicating the whole scenario; and then, still, it is usually painfully slow. View full review »
Oracle HCM Consultant
I would rate it as seven out of 10. View full review »

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