Oracle HCM Cloud Customer Service and Support

OswinSteve - PeerSpot reviewer
Lead Digital HR Transformation, Product Owner at Chubb

Everything goes into a black box with Oracle. Any changes or support needs to feel opaque. If you need help configuring something, Oracle support suggests adding it to an "HCM wishlist" and hoping it gets picked up. 

Even for critical features or product defects, the help desk consultants' support isn't great. I've had bad experiences where they say, "It is what it is," and offer no real solutions.

As someone who's worked in service companies, I know the importance of putting users first. That's completely missing with Oracle support. They only see things from a product consultant's perspective, not the user's. So, any issue becomes "it is what it is," which is frustrating. That's why I rate them so low.

Oracle is a very big company in the market. They hold their heads too high. And employees who are handling the help desk need to be trained a lot to understand how they need to talk from a user's perspective. For example, the main thing we keep in mind when we design a solution is to put your users in front. Or set users and the users through that. That's what we have been trained for. That's what we have always been told.

We need to put ourselves and the user's choices, but That's one thing that I've never seen in Oracle. Whenever I talk to their consultants, they find it really difficult to put themselves in the user's shoes. They always think from a product's perspective. They're only they're only able to think as a product consultant. Nothing beyond that. So that's a problem.

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Claudia  Schlesinger - PeerSpot reviewer
Programme Lead- People, Change and Communications - GMM at AIA

The support from Oracle HCM Cloud is great, they are responsive and helpful. However, they still could improve.

I rate the support from Oracle HCM Cloud a nine out of ten.

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Barış Ergün - PeerSpot reviewer
Managing Partner - Business Development & Project Director at Athena IT Solutions

Oracle provides all the support functionality. There is a support Oracle Com website. All the customers who have an active subscription or product subscription can go and raise their tickets over there and get help and support from the Oracle support channels. 

Also, there is a huge Oracle community, and all the Oracle customers and partners can benefit from the knowledge and ideas shared amongst the community. So there are hundreds, thousands of individuals and professionals who use the Oracle HCM pillar. You can share your thoughts, information, and materials within this community.

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Buyer's Guide
Oracle HCM Cloud
March 2024
Learn what your peers think about Oracle HCM Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
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Muhammad Haris Salman - PeerSpot reviewer
Results-Driven Associate Software Engineer at a pharma/biotech company with 1,001-5,000 employees

I haven't personally contacted Oracle support, but my senior colleagues have worked with them and had a good experience with the Oracle support team.

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AK
Delivery Manager at Brillio

Some of the support staff are really good. We have issues when they hand off an outstanding issue to the next person.

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Mayank Mathur - PeerSpot reviewer
HR Transformation Lead at a comms service provider with 10,001+ employees

Technical support is good, but sometimes it takes time. The solution provider is accurate, but sometimes it takes time to make them understand what we are facing. Once the issue is clear and understood, they provide a high-quality solution.

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KN
Coach, Mentor, Owner at a consultancy with 1,001-5,000 employees

I would rate the technical support a three out of five.

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JK
Technical Team Lead at Rotary International

At our workplace, we have contacted Oracle's technical support. I rate the solution's technical support a seven out of ten. I would like to see the support for API integration improve.

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Trang Tran - PeerSpot reviewer
Senior Analyst Programmer at Ambulance Victoria

Technical support is okay.

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WILSON WILSON - PeerSpot reviewer
HR Lead, Citizens Services at SERCOP

This solution has very good technical support. Oracle also has enough support documentation in the internet.

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SehrishTahir - PeerSpot reviewer
Account Manager at Jaffer Business Systems

The support could improve to provide companies with migration assistance. The response time for the support from Oracle HCM Cloud is good.

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RD
Senior VP, Human Resources at a financial services firm with 1,001-5,000 employees

Oracle's support is very good. 

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MA
Lead Functional Consultant at a consultancy with 51-200 employees

Sometimes they provide the solution. Sometimes, the individuals who respond to the SRs do not have the knowledge to help us with our request. It leads to more communication back and forth and causes delays. We could tell they were trying to get their heads around our request. Other times, you get lucky and get people who understand your issues and give you a straight-up solution.

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Kumar Madhur - PeerSpot reviewer
Service Delivery Project Manager at HCL Technologies

The technical support from Oracle HCM Cloud is fine.

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Daphne Navarro - PeerSpot reviewer
Sales Manager at Quanam

I would rate the support for this solution an eight out of ten. They have different ways to raise tickets and a number to call but they aren't always easy to reach. 

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MG
HR IS at McDermott International

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. 

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Sadiq K - PeerSpot reviewer
Oracle HCM Lead Consultant at a educational organization with 201-500 employees

Technical support is not good. Even if we rate the severity and the need is high, they won't reply fast. They aren't available 24/7. We've done many escalations and they just aren't quick to respond. For example, when something is going wrong with payroll, that's something that needs to be fixed fast. And yet, they just don't move on it. 

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RK
Assistant Manager Business Applications at a healthcare company with 10,001+ employees

We have our own support consultants. We are maintaining the whole support.

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NC
Product Owner / HR / Project Manager with 1,001-5,000 employees

You do get regular access to resources from Oracle. You have a customer portal where you can exchange with other customers and with technical people. We have regular engagements with the CSM. We have access to resources on their website and there are webinars all the time. It is just a matter of how you organize internally to make time for it and stay up to date. You can subscribe to learning courses and receive certification. You are able to maintain that certification.

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Anna Reynolds - PeerSpot reviewer
Creative Lead at a consultancy with 11-50 employees

Oracle has been extremely helpful in guiding me as a product trainer.

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MA
Senior Oracle HCM Consultant at a computer software company with 201-500 employees

Technical support is pretty good. We are mostly satisfied with the level of assistance we get. 

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GM
IT Manager at a retailer with 10,001+ employees

I rate the technical support as a four out of ten. 

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MZ
IT Director at Guangdong Technion Institute of Technology

Technical support is fine. We are satisfied with the level of support that we have.

It's an additional cost for higher-level support.

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AM
Senior ERP Manager at Capital Group Properties

We have a service agreement with Oracle technical support. When we call them directly, they respond to us quickly and the support and answers they offer are good.

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it_user452343 - PeerSpot reviewer
Chairman at Certus Solutions

When you're in the cloud you have a three-way relationship. Usually between the customer, their implementation partner, and Oracle themselves. Instead of Oracle just being a software vendor, they've now become a service provider. They have to provide the service to make sure it's up 24/7. They also have to provide the support. The support is really good for Oracle. People who use their older legacy system, E-Business Suite, JD Edwards, PeopleSoft, they use the same functionality within the system to record service requests so everything's exactly the same as it used to be. It's just it might be a different group of people supporting you. The product's now been out there for three or four years and it's becoming mature enough that there's people within Oracle who know how to support that.

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WS
Account Manager at Qualogy

Their technical support is okay. I don't have any problems with the Oracle support part. They are of great help.

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it_user417114 - PeerSpot reviewer
Engagement Manager at a tech services company with 10,001+ employees

There are some areas that are more robust and more mature in terms of the offering than others. We do, obviously, based on our relationship with Oracle support, get ample support for what we want and when we want it, but because of the maturity levels in some of the offerings, like supply chain and financials, Oracle support themselves struggles sometimes, so we work to reach out to our counterparts in product development to get what we need.

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GG
Chief Technology Officer at IT Convergence
Customer Service:

7/10.

Technical Support:

7 to 8/10.

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RT
Sales manager SW CEE at a tech services company with 201-500 employees

I haven't contacted the technical support team for Oracle HCM Cloud.

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it_user419250 - PeerSpot reviewer
HRIS Analyst at Fannie Mae

It seems to me that Oracle prefers to deal with clients completely through their SR management system and sometimes avoid personal contact. Sometimes you need a phone call. As a customer, you need to know that you can get a phone call if you need a phone call.

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KL
Associate Vice President at a tech services company with 501-1,000 employees

In general, the company is very good at receiving feedback and improving on their solution.

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it_user279870 - PeerSpot reviewer
Practice Manager Payroll/T&L at KBACE Technologies
Customer Service:

8/10. As an implementer at one of their premier partners, and knowing the people I know at Oracle, I get pretty good customer service. If we need to escalate an issue we can typically go straight to someone in development.

Technical Support:

6/10. They sometimes have difficulty accurately troubleshooting issues.

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it_user279864 - PeerSpot reviewer
Director of Professional Services at a tech services company with 501-1,000 employees
Customer Service:

They're fairly quick with their responses, 8/10. Every time we need a modification done, we need to speak to them.

Technical Support:

They're on top of things, 8/10 as there's always room for improvement.

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MM
Oracle HCM technical functional at Mashura Consultants

On a scale from one to ten, with one being bad and ten being the best, I would rate technical support at seven.

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SO
Consultant at a financial services firm with 1-10 employees

Technical support for Oracle HCM Cloud is okay.

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AanilaNanda - PeerSpot reviewer
Associate consultant at a tech services company with 10,001+ employees

I rate the technical support of Oracle HCM Cloud an eight out of ten. There is some room for improvement.

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it_user620598 - PeerSpot reviewer
Client Services Manager at a tech services company with 501-1,000 employees

Technical support, during some stages, was a bit of hassle. As the product is now stable, we have fewer instances that require support.

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it_user622734 - PeerSpot reviewer
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.
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it_user436197 - PeerSpot reviewer
Consultant at Peg Consulting

With regard to EBS payroll, the support is phenomenal. With HCM Cloud, I have only created two or three SRs, and so far, not bad, but I wouldn't go to phenomenal yet. They need to earn my trust and respect. You already have a benchmark with the new organization. If you want to find, Why did I give them exceptional for Oracle payroll? Go find out from them, what they are doing that is so good, because the people who support Oracle EBS payroll, they know what they are doing. They call the client, they don't wait, and they don't say, "Go do this, go do that." A lot of support people think that we have to give more information. Yes, it is true in some cases, because if a weird error happens, which is so peculiar to your that no one has heard of, granted, you need to go dig deeper, but for each and every question, support cannot say, "I have to give like 10 hours worth of information," before they can even figure out what the hell I am asking.

So, that is my feedback to support. You have your own people, go talk to them. Your Oracle Colorado Payroll Support Group. I know all of their names, first name basis.

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AV
HR Consultant with 11-50 employees

The technical support depends. Overall, they're good. You've got some that are really, really good and you've got some that are less good. It depends on who you get and how well you describe your issue. If your issue gets to the wrong team, then, of course, then it seems like the team isn't helping but it's because you didn't describe it properly. 

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SB
Regional Director at a consultancy with 11-50 employees

I rate the technical support a six out of ten. They do not have continuity on a ticket, and different people can manage the same request.

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AS
IT Project Manager at Appstec Technology Services

I have found the technical support to be helpful. Most of all the support services are good.

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SR
HCM Consultant at a tech services company

We haven't had to contact technical support.

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it_user627054 - PeerSpot reviewer
EVP Oracle Cloud Applications Practice at a tech services company with 51-200 employees

I would give technical support rating of 3.5/5.

In the beginning, it was poor. Over the last two years, support has improved greatly.

It still needs improvement. Often, it takes a long time for support to respond. They sometimes move issues between countries and shifts. Mostly, the support is good, though.

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GA
General Manager - Software Solutions at a tech services company with 201-500 employees

The technical support of Oracle is extremely good because they have a defined platform, and everything is clear. One area that could be improved is when requests are made and they move it across different time zones over the period of a day. In the morning, it might go to Asia and if the issue hasn't been solved by the end of the day there, it gets shifted to Europe which can be frustrating.

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NA
Senior Oracle ERP Specialist at a tech services company with 201-500 employees

The technical support is very good.

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MB
Technology Consulting Manager at a computer software company with 10,001+ employees

The Oracle support is good, they have been responsive.

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EY
Application Consultant at a computer software company with 11-50 employees

Clients are happy with the level of technical support they receive. Sometimes we face some issues that require escalations, however, after an escalation, all issues are resolved. We sometimes have support delays, but very few and not very often.

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it_user716547 - PeerSpot reviewer
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.

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RA
Oracle HCM Consultant

I would rate it as seven out of 10.

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it_user521730 - PeerSpot reviewer
Qa at a tech services company with 10,001+ employees

In regards to the technical support team, sometimes they are busy and sometimes from the company point of view, you need to track someone specific instead of direct support.

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Buyer's Guide
Oracle HCM Cloud
March 2024
Learn what your peers think about Oracle HCM Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.