Brightwork Comparison and Scoring of Oracle Support Options

ByPrimary Researcher

Executive Summary

  • All of the providers of Oracle support are very aggressive about providing the best option in the market.
  • We cover the options for Oracle support.

Introduction

Oracle usually presents Oracle Support as the only option for customers. And Oracle uses a wide variety of pressure tactics and false information to prevent customers from choosing other support options, as we covered in the article How Accurate Are Oracle’s Criticisms of Rimini Street? All of this posturing leaves out how poor a value Oracle Support is for customers.

Our References for This Article

If you want to see our references for this article and other related Brightwork articles, see this link.

Lack of Financial Bias Notice: The vast majority of content available on the Internet about Oracle is marketing fiddle-faddle published by Oracle, Oracle partners, or media entities paid by Oracle to run their marketing on the media website. Each one of these entities tries to hide its financial bias from readers. The article below is very different.

  • This is published by a research entity, not some dishonest entity that is part of the Oracle ecosystem. 
  • Second, no one paid for this article to be written, and it is not pretending to inform you while being rigged to sell you software or consulting services. Unlike nearly every other article you will find from Google on this topic, it has had no input from any company's marketing or sales department. As you are reading this article, consider how rare this is. The vast majority of information on the Internet on Oracle is provided by Oracle, which is filled with false claims and sleazy consulting companies and SAP consultants who will tell any lie for personal benefit. Furthermore, Oracle pays off all IT analysts -- who have the same concern for accuracy as Oracle. Not one of these entities will disclose their pro-Oracle financial bias to their readers. 
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Increasing Options and Making Sense of it All

As the number of options for Oracle support has increased, the complexity of decision making has also increased. Analyzing the support options takes time, but there can be significant benefits to doing so. This comparison is designed to focus on and score some of the essential criteria for each option.

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Brightwork Oracle Support Scoring Criteria

Brightwork's scoring of Oracle support.
The CriteriaCriteria Definition
1. PriceThe direct price of the support.
2. Total CostsThe overall cost of being supported by the entity. It includes costs for internal support, costs in communication, costs in time from unanswered or slowly answered support calls, etc...
3. ResponsivenessHow quickly the initial response is to the ticket, and then how quickly it is followed up to a resolution.
4. Support BreadthHow broadly the support practically covers. (not what the entity says it covers)
5. End of Life ArgumentThe argument that all third party support is only for companies that intend to move off of Oracle.
6. Support for CustomizationsWhether the entity provides support for the customizations made by the customer.
7. UpgradesWhether the support option provides upgrades.
8. SecurityThe security provided by the support option.

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