Oracle Identity Governance Customer Service and Support

TamimKhan - PeerSpot reviewer
Solution Architect at Tiger IT Bangladesh Limited

For instance, if a stability issue arises and Oracle support is needed, their response time is often slow, which can prolong the time it takes to resolve the issue. Oracle has fewer engineers dedicated to this domain than its competitors, such as SailPoint and Okta, who have dedicated engineers for their products. Unfortunately, Oracle does not have the same level of dedicated resources for their solution.

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Sarang Sagdeo - PeerSpot reviewer
Technology Program Manager at Evosys

I've contacted the Oracle Identity Governance technical support team multiple times, and my impression is that it's in between good and average. On a scale of one to five, my rating for support is a two.

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JC
Project Manager at a government with 10,001+ employees

The product is not user-friendly, I don't think Oracle support knows it as well as they know other products that they have. They respond quickly and always fix the concern, but it takes time. It is difficult to maintain.

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Buyer's Guide
Oracle Identity Governance
March 2024
Learn what your peers think about Oracle Identity Governance. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
AP
Senior Consultant at a consultancy with 10,001+ employees

Technical support needs to be more responsive, knowledgeable, and experienced. Sometimes it seems that I have more knowledge than the support team so resolving issues takes time.

I rate support a six out of ten. 

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ICTdelivery567 - PeerSpot reviewer
ICT Service Delivery Manager at Christelijke Mutualiteit (CM) / Mutualité chrétienne (MC)

Oracle support has been contacted multiple times for Oracle Identity Governance. You have to chase them a lot to receive a response in a timely manner. Most customers are aware of this problem.

I rate the support from Oracle Identity Governance a two out of five.

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Lakshmi Prasada Reddy Nandyala - PeerSpot reviewer
Senior Consultant at Techdemocracy LLC

The product’s technical support is not bad. They will respond immediately.

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AS
Software Engineer at IDX One

I'd rate the technical support for Oracle Identity Governance as three out of five. It still needs some improvement.

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Gerardo Nieves - PeerSpot reviewer
Identity and Access Management Senior Consultant at NEORIS

Sometimes the support is not able to resolve our issues and they're often changing support engineers. I think there is room for improvement with the support.

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Pradip Niladhe - PeerSpot reviewer
Senior Associate Software Engineer at Simeio

Technical support for Oracle Identity Governance is good.

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it_user178095 - PeerSpot reviewer
Lead Solutions Architect at Cox Enterprises
Customer Service:

Oracle is pretty good about helping as long as you have the solution built according to their specifications. The trick with support is making sure the hand-offs are done in a timely manner since you may start with someone from a 6 time zone difference. I always get the duty manager involved with critical issues so that these gaps are addressed.

Technical Support:

Depending on who you get, some of these folks are really sharp and there are some still learning the product.

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SB
Senior Consultant at MillenniumIT

Technical Support - Overall Good

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it_user420084 - PeerSpot reviewer
Senior Consultant at a consultancy with 10,001+ employees

We work with Oracle, open a service request, and they resolve it. Dealing with Oracle support is separate from the product team, and dealing with support can be very challenging a lot of times. It's very difficult to convince them and to get them to understand the problem, and then to involve the right people to solve it. Once they get the right people there to solve it, then the support is fine.

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ICTdelivery567 - PeerSpot reviewer
ICT Service Delivery Manager at Christelijke Mutualiteit (CM) / Mutualité chrétienne (MC)

There are quite some setbacks and I think Oracle is very well aware of them. There is no real service level management on the contract side. When you log something, you do get priority, but in general, you need to escalate something for them to look into it. The quality of their answers are often not so splendid either. We already had some commercial discussions with them on how we could improve it, but it's so expensive that while it's not affordable for a company like ours, you can hire a technical account manager for products, which isn't something we can do. 

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PD
Technical Project Manager at a computer software company with 5,001-10,000 employees

Technical support differs depending on the region. We have found that the turnaround time can be high, depending on what regional support we are dealing with. 

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it_user521919 - PeerSpot reviewer
Principal IAM Architect at a retailer with 10,001+ employees

Technical support is pretty good. The only comment is that it depends on which company you come from. Some companies have great relationships with Oracle's product management, so they can get access to the best resources faster than others. We happen to be one of the customers that have a close relationship with Oracle, so no complaints.

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EL
Enterprise Access Manager at a financial services firm with 1,001-5,000 employees

We meet often with Oracle. We have, literally, meetings at least twice a week with our technology staff. I coordinate a monthly meeting with some of their executives and our executives. We have a lot of visibility with Oracle. Overall, technical support is very good.

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it_user174618 - PeerSpot reviewer
Identity and Access Management Architect at a manufacturing company with 1,001-5,000 employees
Customer Service:

The customer service for the product is satisfactory.

Technical Support:

The level of tech support could use some improvement.

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it_user427101 - PeerSpot reviewer
Senior Technical Specialist at a financial services firm with 10,001+ employees
Customer Service:

4/10 for Australian customer service. It seems like Oracle customer service does not know its product as well as I know it.

Technical Support:

4/10 for Australian technical support. I noticed that US technical support is quite knowledgeable, so I recommend asking for support only from Europe or North America as they have good engineers there.

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FL
Partner at a tech services company with 51-200 employees

Oracle support is excellent. However, it varies depending on the level of support the client pays for. If you pay for a premium service license, they respond quickly.

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it_user521949 - PeerSpot reviewer
IT Manager at a tech company with 1,001-5,000 employees

I would give technical support an average score; it could be improved, it could be much better. I think it takes a long time to get to the issue resolution. You end up supplying the same information multiple times.

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LB
IT Security Manager at Claro

In my opinion, our experience with technical support has been a positive one so far.

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it_user427716 - PeerSpot reviewer
Sr. OIM Consultant at a international affairs institute with 10,001+ employees
Customer Service:

6/10

Technical Support:

6/10. You need to have serious leverage with the Oracle account managers to get support issues fixed quickly.

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ST
Security Architect at a tech services company with 501-1,000 employees
Customer Service:

In our experience, I would rate customer service as a seven out of 10.

Technical Support:

In our experience, I would rate technical support as an eight out of 10.

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CE
Senior Identity & Access Management Engineer at a tech company with 10,001+ employees

The technical support from the product owners could be a lot better. Their default mechanism seems to be referring you to documentation, which most times does not solve your issues immediately. I believe that when you reach out to technical support for help, you want someone who can help address your needs immediately, not telling you how to investigate the issues yourself.

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ST
Security Architect at a tech services company with 501-1,000 employees
Customer Service:

Technical support is good, depending upon the severity and relationship with Oracle; but overall, you will get an answer.

Technical Support:

Technical support is 3.0/5.

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it_user422589 - PeerSpot reviewer
IAM Architect at a tech company with 10,001+ employees
Customer Service:

Customer service has been satisfactory. Oracle has a lot to improve in their customer service in and around this product.

Technical Support:

Technical support has been satisfactory. Oracle has a lot to improve in their technical support in and around this product.

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EG
Owner at a manufacturing company with 11-50 employees

I was the technical support.

I managed the entire team globally, along with other managers.

I was the global lead for Identity Governance.

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PB
IT Architecture Manager at a retailer with 10,001+ employees

When you get people from San Francisco, the support is okay. The problem is with the partners. In Latam, the support isn't so good. 

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it_user719784 - PeerSpot reviewer
Security Manager at a tech services company with 10,001+ employees

There is the team which handles the incident. And any major issue goes to a second level and then there is an AT which comes into the picture when there is a major issue and your client has a platinum partnership with Oracle. So, in scenarios where you are getting involved with the level-one team or level-two team, they come up with bookish knowledge and they will ask you questions. For instance, for small issues they will ask with you thousands of parameters in your web logic or in your OIM or in your database. And eventually when things are not getting resolved, then we move it to level-two and then AT. And that is when you actually should get results.

One of my client's audit issues was happening from almost nine months. And my previous client was the biggest client for Oracle, a premium client for Oracle, but still they were not able to resolve the issue.

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it_user456360 - PeerSpot reviewer
Founder at a tech company with 51-200 employees

It's average.

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it_user521832 - PeerSpot reviewer
Solutions Architect with 1,001-5,000 employees

Technical support is good. Most of the support is online, and they take their time. It should be a little bit more of an active response, geared to stabilizing the situation and helping clients fix their issues.

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it_user480711 - PeerSpot reviewer
Co Founder at a computer software company with 51-200 employees

Technical support is horrible. It is faster to find the resolution ourselves than rely on support. Product team engagement has been helpful but it’s hard to get direct access to the product team resources. They are good at responding as per SLA without issue resolution.

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it_user521946 - PeerSpot reviewer
Principal Engineer at a tech services company with 1,001-5,000 employees

For a couple of issues, we reached Oracle technical support and we raised issues with them and they were very supportive.

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it_user521601 - PeerSpot reviewer
Specialist at a transportation company with 1,001-5,000 employees

A certain team, the A-Team, is fantastic, but it's extremely difficult to reach out to that team. The last time I was in touch with them was a long time ago.

For the first year, I went around and around, and it never went anywhere. We had to escalate it so we could get our access to the right folks. There was also a learning curve, both for us and for the service techs out there who were handling my case. I think they're learning better than I am, because I'm spanned out across to other projects as well. That being their number one priority, I'm hoping that they ramp up at a quicker pace, so that, for the wider user base, it becomes a point of advantage.

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it_user98769 - PeerSpot reviewer
Senior Technical Consultant at a tech consulting company with 51-200 employees
There is a huge community of Oracle Identity Managers from individual blogs to Oracle forums. You will be able to solve most of the issues with the help of this community. I never needed to interact with the technical team but I am not sure about others. View full review »
it_user181875 - PeerSpot reviewer
Co-Founder at a tech company with 51-200 employees
Customer Service:

6/10.

Technical Support:

5/10.

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it_user723987 - PeerSpot reviewer
Solution Delivery Analyst at a tech services company with 10,001+ employees

My contacts with them have been very poor in terms of resolution and complication. I would not give them more than a five out of 10.

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it_user521784 - PeerSpot reviewer
DBA Manager|Principal Database Architect at a manufacturing company with 1,001-5,000 employees

In this area, I don't see great support. There are a few guys we know in the Oracle support group, so we can escalate a case if they are there. The issue can then be resolved fast. It would be good if more of the team members could catch up to that level.

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it_user293976 - PeerSpot reviewer
Senior Infrastructure Engineer with 10,001+ employees

It's very poor, just 3/10.

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it_user704019 - PeerSpot reviewer
Rådgiver at a government with 5,001-10,000 employees

I would rate technical support as the worst. We have had constant meetings with them to follow up on our tickets. If you don't ask them for an update on a daily basis, they will not work on your case. Our average solution time is six to eight weeks, and this includes production issues. I have waited eight months for an answer, and the answer was, "If it fails when you do that, then don't do it."


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it_user465630 - PeerSpot reviewer
Software Engineer Team Lead at a tech services company with 10,001+ employees

I would rate this a 7. Since they have wider support level every 12 hours, a service request might change to different time zone. Therefore the same request must be provided again to the new support assistance.

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it_user174537 - PeerSpot reviewer
Senior Oracle Functional Consultant at a tech company with 1,001-5,000 employees
Customer Service:

6.5 out of 10.

Technical Support:

7.5 out of 10

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it_user176979 - PeerSpot reviewer
I & A Management Engineer at a tech services company with 51-200 employees
Customer Service:

9/10

Technical Support:

9/10

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it_user704334 - PeerSpot reviewer
OpenShift Consultant at a tech services company with 5,001-10,000 employees

Customer Service:

I would give customer service a rating of six out of 10.

Technical Support:

I would give technical support a rating of six out of 10.

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it_user426948 - PeerSpot reviewer
IAM Solutions Architect, CISSP at a tech vendor with 10,001+ employees

Depends on the support agent. It can vary from good to very poor. In general, it takes a lot of time before support requests are routed to higher instances like development teams.

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it_user685398 - PeerSpot reviewer
Principal Consultant & Solutions Architect at a tech services company with 51-200 employees

Oracle's support is not as good as that of other vendors.

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it_user6567 - PeerSpot reviewer
Customer Relations at a tech vendor with 11-50 employees
Customer Service:

Poor

Technical Support:

Hit and miss

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it_user455391 - PeerSpot reviewer
IT Admin at a tech company with 10,001+ employees

Technical support is pretty decent; would rate it 6.5/10.

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it_user446739 - PeerSpot reviewer
Business Analyst - IAM at a comms service provider with 501-1,000 employees
it_user204828 - PeerSpot reviewer
Software Engineer at a tech services company with 51-200 employees
it_user107157 - PeerSpot reviewer
Alliances Manager at a manufacturing company with 501-1,000 employees
Very good support View full review »
it_user217167 - PeerSpot reviewer
Senior Security Analyst at a tech services company with 10,001+ employees
Customer Service:

6/10.

Technical Support:

3/10.

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it_user383106 - PeerSpot reviewer
Tecnologías de la seguridad y ciberseguridad en Telefónica at a comms service provider with 1,001-5,000 employees

Technical support is 9/10.

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it_user432642 - PeerSpot reviewer
IAM Engineer at a tech services company with 201-500 employees

In our experience, the level of technical support has been good.

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it_user194679 - PeerSpot reviewer
Solution Architect with 51-200 employees
Customer Service:

Average.

Technical Support:

Poor.

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Buyer's Guide
Oracle Identity Governance
March 2024
Learn what your peers think about Oracle Identity Governance. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.