We use technical support when we have bugs or issues. Support used to be a bit lost because they didn't have historical information about issues. But nowadays, support usually solves our issues. 

We like the support team and don't have problems with them. All solutions come with issues, but Oracle provides an issue manual that is helpful. 

Technical support is rated an eight out of ten. 

The solution provides the best and most detailed documentation available. Step-by-step instructions are provided for downloading packages and installing operating systems. 

The response time for technical issues is excellent and second to none. If you have an issue, they will be able and willing to help. 

We are happy. We are using it. We recommend it to our students. We also recommend it to our friends.

In most cases, users have found the support to be reliable. I appreciate their support page and the effective manner in which they handle technical support calls—it's generally quite satisfactory. Often, the questions I encounter are more suited for second-line support rather than the initial, first-line support. I would appreciate a quicker transition to second-line support for more efficient resolution. I would rate it eight out of ten.

We got a few opportunities to interact with the support team when we had vulnerabilities in Kernel. We contacted the team for feedback on which version to use to fix the vulnerability. We have created four or five tickets. All the tickets were supported very well.

Once, we created a database ticket that required a spin-off ticket to the operating system team. We could easily create the ticket and get both teams to work together. That is the advantage of having both Oracle Enterprise Linux and Oracle Database.

With our machines, we do seek help from the solution's technical support. So, whenever we have an issue, as I mentioned, we go back to IT support to raise a ticket, and they resolve our issues in a day.

My colleagues who are junior architects have contacted the support and the feedback has been great.

While I have never used technical support, the company might have. I'm not sure how useful they were in terms of assistance. 

The technical support is absolutely good, there are no issues.

I have not utilized the technical support offered by Oracle. Unfortunately, due to some unforeseen circumstances, my previous agent was not able to continue providing support, which resulted in me seeking support from the community instead of professional support. I highly recommend that Oracle invest in proper support services, however, at present, it is a challenge to persuade them to do so.

We have a dedicated ticketing system based on severity. As an ISV partner for Oracle, we are okay with the support system. It could be easier to reach a higher support level. 

I have a free version of the product without support. So far, all the answers I've needed were in the extensive Oracle documentation.

We are satisfied with technical support. There is no need to be improved. There is no need to be faster, more knowledgeable, or customer friendly.

Technical support gets 3.5/5.

What makes technical support easier for us is that the Oracle DB is used for the CVS that is used. Therefore, the same person who provides support for Oracle is also able to provide support for CVS, which simplifies the process for us.

Our IT team handles interactions with technical support, so we route everything through them. It has been smooth, and we have gotten some good responses, even over email.

The tool's tech support is good. 

We receive support from Oracle for both Oracle Linux and Oracle ERP. In terms of technical support, I would rate this solution a six out of ten. The support process is time-consuming as it involves several steps. We first contact them for an issue, then they ask for some other sort of things like logs, after which they provide a patch. Then, we need to take a clone of that and apply the patch. After that, we need to test it out. Then, we again need to take time out for the protection services. We then apply the patch on the protection, take the backups, and do a few other things, which is overall a time-consuming job.

The tech support for this solution has always been on point.

We didn't really need the help of technical support. We had our own people build it up. If we had a deep crisis, we could handle it. 

I would rate the support from Oracle a four out of five.

Since we have an Oracle cloud subscription and a tenancy, our service requests are answered by tech support from OCI tech support. It's pretty much whatever we need. However, I must say, their tech support usually addresses OCI problems, such as infrastructure problems. When it comes to the Oracle support, you really have to dig and you really have to get on them to actually get it down to the Oracle support. That said, I want to say, so far, so good. I'm happy with the support so far.

Technical support is good. They are helpful and responsive. We are quite happy with the level of support we have received from them so far. They are available when we need them.

We did not use technical support. We've never had a need to reach out. I cannot speak to how helpful or responsive they would be. 

Oracle tech support is pretty well organized. They have a long history of offering support for their Oracle packages. It doesn't matter if it's an Oracle database, an Oracle operating system; they give support 24/7, covering every time zone. They have multiple experts available for every issue you could experience. They can always be reached no matter what. They are very well organized with their support.

You have to see support from a different angle. Definitely support is good because Oracle is known for that, providing 24/7 support. But the biggest advantage you get here is that, because it's one company supporting you over the entire platform, you can actually get help from them to identify the problem, whether the problem is at the Linux level or the problem is at the database level. You don't get that when you have Linux with some different vendor and the database from a different vendor. We have not faced any problems.

I always found technical support to be excellent, but I was always disappointed by Oracle's penchant for advocating the installation of Oracle products in a virtualized environment based on Oracle VM, and in one particular case, support’s unwillingness to assist with a down-production VM that was running on VMware ESXi unless we de-virtualized it so it could be troubleshot on bare metal.

The customer service and support team is okay, and it could be more responsive.

The solution's technical support team answers all our queries.

The technical support is good, and we use the support sometimes. I rate the technical support an eight out of ten.

We don't have any problems with Oracle technical support. Our guys can normally resolve most of the issues themselves, but where we do require further help, we have direct contact with Oracle, and the turnaround is what we'd expect.

Oracle technical support is quite good. We always have a few issues in this environment. They're user friendly; they’re cooperative with the customer. Their customer app is also excellent, and they provide excellent support.

Actually, my team was involved in supporting this product after it's built. We are in IT operations, so all the support after the handover was done through my team.

Haven't used the customer service and support

Since I’ve not had to use technical support, I am unable to rate it.

The technical support is good, and I would rate it at eight on a scale from one to ten.

I've used technical support in the past. There's not much to say. The support has been fine. 

Technical support was great. I didn't deal with them directly. When I had an issue, I was interacting with a team who was administering the Oracle Linux environment, and when we ran into hiccups and we needed support from Oracle, they would initiate a ticket, and Oracle would respond and would provide support.

We use vendor support and it is good.

I do not engage a lot with Oracle's customer support or technical support. In general, we do the outsourcing part. Our teams engage a lot with Oracle and we step in when things are not going that smoothly. If it is a really big issue and they can't find the root cause or a solution, that's when I step in. It's not that much, but every now and then I need to engage with those guys. Sometimes support is good, sometimes support is bad. I think that's the case with every vendor, but in general they have quite knowledgeable teams. What I see with Oracle is that they are willing to build you a solution if you can tell them what's wrong with something. If you find a bug, you quite quickly know that it's being promoted to the development teams. And you see that ending up in the next version, you see it ending up in patches. That's quite good.

Oracle technical support is like most companies with technical support. It's either great or horrible. It sort of depends on the phone call. Generally speaking, it's great. A lot of times though, if you're in a mission critical situation, you need to get them to escalate you to level two so that you can get beyond the first level and typically you can get an answer quicker. I would say the most interesting interaction I had with them was, one time I was patching an Exadata machine and I did a step wrong because I didn't read all the directions. Did an incorrect step. Ruined my Exadata box. Made sure that they got me to second level support, and then it took us about eight hours working together but we got it recovered. Very few vendors would have spent eight hours, midnight to eight AM, just on a phone call.

Support has been excellent. Support has been really excellent and for every account they work closely with us; right from getting the PO to closing the order, so extremely convenient.

The technical support for this solution is good, and they are usually able to resolve any issues we escalate to them.  However, it takes time for the engineers to contact us, and can take up to three days for an issue to be resolved completely.

As we only escalate high priority issues to them, that we cannot deal with in-house, the time delay can be a problem.

It's not easy to obtain Oracle Linux support from emails or telephone support. We tend to look at the Knowledge Base. Oracle's Knowledge Base is excellent.

I would rate the support provided as a 6 our of 10, due to some slow responses and some delays on getting senior, experienced technical support personnel engaged.

Technical support is technically good, but the response time is high. It can take up to weeks to actually solve the problem.

The technical support was average, and support for other Oracle products (e.g. Solaris) deteriorated substantially after Oracle bought Sun Microsystems. I do not like Oracle's support model one bit, and I loathe having to use WebMethods, which looks and feels and behaves like something from the 1990's.

Technical support has been good.

It's good when you reach the people, the people with the skill that can support you. Sometimes it's difficult to find the right people and get the right attention. When you have the right people and the right attention, things go smoothly.

Technical support is 8/10.

So far, I'm not using any external technical support. I'm maintaining my team very well.

I've used support in the past. I'd say it's pretty typical. It's not extraordinary, It's fine.

If you've got a problem with Oracle Linux, because it's an Oracle product, you log a ticket. I've never had to log a ticket, but it should be a straightforward process.

The technical support is good. Whenever I'm having an issue that cannot be resolved, I get in contact with Oracle and then they resolve it fast.

If you have premium technical support it is great, they have been responsive in solving our issues.

We do not use any technical support.

I think it's good. It's not really necessary, too often, to need support for Oracle Linux. Sometimes it depends on hardware drivers, if there is the necessity to have something special. But in general, my impression is that it's stable and we don't need much support.

Luckily, I haven't had to use it yet. Obviously we use some of the Oracle online documentation, that's always been useful. And any time we've had any contact with Oracle it's been fairly positive. So what little contact we've had has been good.

I usually use forums, Google and My Oracle Support (MOS )Knowledge Base (a great tool) to find answers to my questions. I never used Support Engineers to resolve issues related to Oracle Linux.

The support is pretty good. There are some issues with first-level support providing just basic, generally not-very-helpful advice, but they're generally responsive and help us to resolve smaller issues.

Customer Service:

Customer service is wonderful.

Technical Support:

Technical support is very skilled and stable. However, in Korea, 24-hour call service is only available in English.

We have no experience with customer service and support. 

I can't tell you any experience about the Oracle Linux. But Oracle Support in general, I have to put in tickets for Identity Management all the time. They usually come back, depending on the severity of the problem, within a reasonable amount of time, and I always get what I need. 

I rate them at 2.5/5. This is a big area of improvement for this product. Even the knowledge base isn’t as good as Red Hat’s.

Oracle provides enterprise-level support for Oracle Linux:

• Zero-downtime kernel updates with Ksplice.
• Management and clustering software is included at no additional charge.
• Includes premier backports, legal indemnification, and full-stack testing.

What's great is having the Oracle Linux, also having Oracle products. You've really goy one vendor to call. Some people like to say one neck to choke but I say one hand to high-five.

Support is good, we have OVM support and Linux support. OVM support, especially, has proved to be very valuable because they provide us with code and scripts that are already developed for other customers. Otherwise, it would take a couple of days or even a week to develop on our own. In this way, we share the knowledge that was acquired by Oracle at other customers' sites and that's really great, it cuts the time needed to do the job.

That's interesting because I came from Oracle support, it's near and dear to my heart. One of the beauties of Oracle support is the fact that the guys who are in Oracle support actually came from Oracle database support. So when you make a call to Oracle support, if you're calling about a web or app server, especially a database server, they know exactly what you're talking about, because they came from that world. You don't have to explain to them what a database is, what a process is. They totally get it.

I rate technical support 3/5. The support for Oracle Linux is effective for less difficult problems. We had problems with support when an engineering level of review was required; Oracle basically said they couldn’t help.

Oracle Linux is free and open source, just like Red Hat, so a support contract is not required. If there are issues with the product requiring support, the answers are almost always the same as those for similar issues in Red Hat or CentOS. If you do have a support contract and access to My Oracle Support, there is a ton of information available on Linux in general and Oracle Linux specifically. I have found My Oracle Support issues involving Oracle Linux are generally resolved quicker and with less back-and-forth than issues involving the database.

We have contacted technical support on a couple of occasions and found them to be fine, super in fact. 

Technical support needs to improve their response time.

We use partners for Oracle, so when we ask for support, we are forwarded to the partner that works with the solution in question. They are really good. If there is an issue where I can just drill down or look into the online forums, I do that as well.

Technical support could improve by being more knowledgeable, faster, and friendly.

I have been satisfied with the technical support from Oracle.

I have never used support for Oracle Linux.

As with everything owned by Oracle, the technical support is overly expensive and the service request management system is draining, but the knowledge base section is good.

Oracles' technical support is very good. Whenever you have a problem they are very quick to respond.

It is world-class.

They get an A for the outstanding customer service and technical support.

They're overall knowledgeable, but I've seen some instances where they're completely focused on a single product instead of seeing the end-to-end solution for a customer. That's where they get lost.

Excellent. Oracle also encouraged a direct working relationship with the product development team, which has served to help in getting support.

It works quite well, if there's a problem you can open a ticket and the support works quite well.

It's been so stable that I've never had to contact technical support.

I have not used technical support.

I'd say that technical support is good.

I do the technical support with the help of Oracle.

Customer service has been good in our experience.

Technical support has been good in our experience.