Voices of CRM

May 27 2011   2:09PM GMT

Oracle Siebel customers: What’s your next move?

Rosemary Cafasso Profile: Rosecafasso

For some Oracle Siebel customers, the free service ride is over.

If you are currently running Oracle Siebel 7.8 X, you will be required to start paying for Extended Support beginning Wednesday, June 1.

In May 2010, Oracle moved the 7.8X customer base from Premier Support to Extended Support and told customers it would waive the support fees for one year. So, time’s up.

Oracle officials had no comment as to why the company waived the fee in the first place, or why it will now start charging these customers.

“Oracle would like people to upgrade and they say that 62% of their customers are on 8.0 or above,” said William Band, an analyst with Forrester Research Inc. “This time a year ago they may have had some resistance [from remaining 7.8x customers] and so they waived the service fee so as to not rock the boat, and now they are putting it back in. “

In announcing this change, Oracle gave a rundown on support options now available for the Siebel base. Also, it provides details on its support offerings in its Oracle Lifetime Support Policy for Oracle applications, an online document dated April 2011. Here are the choices:

Premier Support. In order to get this top-level support, customers are required to be on Siebel 8.0 X or higher. The premier support product offers a standard five-year support policy. This “award-winning, next generation support program’’ is no longer offered to 7.8X users.

Extended Support. With this plan, customers of 7.8X will receive support from the Oracle Global Customer Support group and have access to 7.8X fixes. Extended Support is offered as a three-year program.

Sustaining Support. For customers opting for this service level, they can stay on 7.8X and receive support from the Oracle Customer Support group. This plan provides access to existing 7.8X fixes, but not those created after May 2010. Sustaining support plans are available to either Premier or Extended Support customers for when their current plans expire.

If you are a Siebel user, let us know how you are navigating through the support changes. We would like to hear about your plans. Contact Rose Cafasso at rcafasso@techtarget.com

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