Eye on Oracle

Dec 2 2008   3:48PM GMT

Oracle gets high marks for support (not a misprint)

Shayna Garlick Shayna Garlick Profile: Shayna Garlick

Oracle may have recently lashed out at some third-party support shops, but maybe the software giant doesn’t have as much to worry about as it thinks.

Oracle’s support services, which got mixed reviews from customers last year, seems to be gaining more fans, at least overseas.  

A newly released survey from the UK Oracle User Group (UKOUG) shows that Oracle users see progress and recognize improvements in Oracle’s product support since last year.

Last year’s survey named product support as the issue that users most wanted Oracle to address, but now the 550 users surveyed have many less complaints, according to this ZDNet article. This change is largely attributed to improvements made to a new call center in Egypt.

So, what replaced product support as a large area of concern?

Actually, nothing seems to stand out. According to this Vnunet article, “Oracle received glowing feedback from members of its UK user group.” The survey also showed satisfaction among customers of previously acquired vendors such as BEA, Siebel and JD Edwards. Here are some of the numbers:

• 96% of those surveyed are happy with functions and features of Oracle development tool

• 94% are satisfied with Oracle DBA tools

 • 91% are satisfied with Oracle as a tech provider

However, be careful of taking these results as a representation of the entire Oracle community. As UKOUG President Ronan Miles said, the user group’s members “‘by definition are likely to be committed to their investments’ and therefore generally positive about Oracle products.”

Where have you seen Oracle most improve in the past year? Has support improved? Where would you like to see them improve this year?

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