Brightwork Comparison and Scoring Method for Rimini Street Oracle Support
Executive Summary
- All of the providers of Oracle support are very aggressive about providing the best option in the market.
- This is our Oracle Support rating across the most critical criteria for support.
Introduction
Oracle normally 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. But the question is, what are the alternatives? In this article, we compare and score Rimini Street for Oracle support.
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.
How Rimini Street Stacks Up
Any entity that attempts to provide support for software they did not create will be at some disadvantage. This comparison shows how Rimini Street Oracle support stacks up.
Brightwork Oracle Support Scoring Criteria
| The Criteria | Criteria Definition |
|---|---|
| 1. Price | The direct price of the support. |
| 2. Total Costs | The 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. Responsiveness | How quickly the initial response is to the ticket, and then how quickly it is followed up to a resolution. |
| 4. Support Breadth | How broadly the support practically covers. (not what the entity says it covers) |
| 5. End of Life Argument | The argument that all third party support is only for companies that intend to move off of Oracle. |
| 6. Support for Customizations | Whether the entity provides support for the customizations made by the customer. |
| 7. Upgrades | Whether the support option provides upgrades. |
| 8. Security | The security provided by the support option. |
*This article should not be construed as an endorsement of Rimini Street. Brightwork Research & Analysis does not endorse any third-party support provider.
View the Index
Back to see the index of all of the Oracle support options.