Clients are not happy with support of Oracle, but will pay

From the recent report of Dennis Howlett, the analyst and the blogger, it is possible to draw the following conclusions:

• 42% of customers are dissatisfied with the cost of service of Oracle
• 58% are not satisfied with service quality, but also only
• 25% expect decrease in a share of costs of the IT budget for support of Oracle in the next three years
• 37% emphasize such factors as growth of cost of additional Oracle applications and its standardization, as the reasons of increase in expenses, in the same three years.

The others specified that the cost level, most likely, will remain to the same.

Earlier it was said that, despite qualitative indexes, considerably what bad support is given by Oracle. Simply destroying some of comments though responses are ambiguous. For example: "Work of a support service of Oracle can be very disappointing and long. However, desire of Oracle to be engaged in development and other internal resources, according to us, looked impressively".

In the report it is noted: the longer clients use Oracle, the more likely they will be dissatisfied. Some of the same clients suffered from Oracle. The ancient client of PeopleSoft, with an experience in 13 years, told:

- Oracle tried to live in the past, with the model saying: "After you picked up them, it for the rest of life". With SaaS option they should be interested in more attentive attitude towards the set bases, or they with guarantee will lose us.

The interesting conclusion, because if it is distributed, then represents false understanding as if the supplier of the corporate software receives clients for the rest of life.

Some complaints were typical that is observed in the market in general, and especially for those clients who work with the solution of vendor for a number of years: One client was angry recent experience of the solution of a production question.

"Process takes too much time", he wrote. "We had a shutdown of main system of crucial business applications. Opening of the coupon of support, a location mode and obtaining information were simply awful. We repeatedly contacted the local sales representative, behind support in activation of the coupon".

Similar happens from time to time and at others.

As noted in the report, the factor of time has serious value and gives weight to the idea of multilevel support of the enterprises. If to look in such section, it is no wonder that the third firms - providers of support services, would like to participate in it.

RiminiStreet considers that these factors can promote creation of scalable and profitable business even if it is only a half of expenses of clients of Oracle and SAP on maintenance which they are ready to spend for support.

The report contains notes which shed light on the reasons of discontent of clients of Oracle. It is difficult to believe that Oracle does not know about these questions. However, the company refuses to move a little.

Other client, the user of PeopleSoft and Primavera, specified how it is difficult to sign the contract with Oracle for a certain flexibility in cost management. "Service of Oracle and support of its program do not differ in flexibility, he wrote. – It is improbable that need to cut down expenses in times, difficult for economy, forced us to look for an alternative more dynamic, agreeing within the contract that will allow us to increase, reduce our application and to align long-term commitment of Oracle. As so, Oracle delivers to us the ultimatum: or you are with us or you not with us".

It was until recently difficult to catch the client of Oracle ready to provide to the researcher nuances for outputs. Much of what we know can be characterized as incidental character. Houlett's report represents a step in the direction which as he considers, will embolden to clients in the face of suppliers as authors of comments base the outputs on what makes much more sense, than efforts of providers requiring that explained them.