Lee Mashburn | VP, Marketing
This is the first installment in our five-part series that addresses a few of the most frequently asked questions we hear from those who haven’t yet bought into the value proposition of third-party Oracle software support. The response is, in part, taken from“The Skeptics Guide to Oracle Third-Party Support,”a complimentary resource available for you to download.
Caught between these two opposing perspectives, who are you to believe?
The Voice of The Customer Is Really the Only Voice that Matters
答案很簡單：為什麼要帶賣方的意見？The most credible answers come from customers who have used both support models.
One excellent source of independent, verified customer reviews is Gartner Peer Insights, which showcasescustomers who have given Spinnaker Support an average service rating of 4.9 out of 5.0 stars.Many of the Oracle customer reviews, likethis one要麼this one, can help you to understand why customers prefer Spinnaker Support.
When was the last time you heard words like this to describe software support?
So, who can provide better support than Oracle?According to our customers – who left Oracle-provided support in the rear view mirror – , it’s Spinnaker Support.
As an Oracle customer, you may be very content with the robustness and functionality of your Oracle applications and technology – especially after you’ve customized them to fit your unique business objectives.Chances are, you may not be equally happy with the quality and cost of the support they now provide.
“Our IT team was receiving only cursory responses from Oracle support regarding open service requests. Bug fix issues we reported would go months with no response or progress from Oracle. Layne had to continue to hire contractors to develop their own fixes or enhancements to existing functionality. Our current JD Edwards supportisprovidedby188金宝搏bet亚洲体育– whois far superior, and we love our dedicated team that we can always rely on.
Sherry Hunyadi, Vice President of IT, Layne Christensen –Read the Case Study
許多甲骨文客戶受到事實的挫敗感如果Oracle真的很願意，它可以恢複到更低的費用或更個性化的支持。Oracle.could easily invest a larger share of its profits back into its support team, technical resources, and customer experience.
But as a software company, Oracle has moved on to new objectives. It’s using the high-profit margins from your on-premise support fees to develop the next generation of cloud technologies, not improve your current support experience. Their goal is to lock you into their roadmap, not to sufficiently support your existing software.
It’s this dissatisfaction with Oracle-provided support – it’s pricing, unresponsiveness, automation, and limited coverage – that has driven thousands of global organizations of all sizes to switch to third-party vendors.Gartner has predicted that the increasingly popular third-party software support market will triple by 2023 to over $1 billion.i
In contrast, third-party support takes a “service-first” approach that emphasizes customer service over next-generation technology development or astronomical profit margins. Under a standard contract, Spinnaker Support will cover your entire Oracle application footprint, including database, middleware, and business apps. We will never downgrade your support level based on the age of your on-premise software.
Download the Complete Skeptics Guide
The above response is an excerpt from “The Skeptics Guide to Oracle Third-Party Support,” a resource that addresses 16 of the most frequently asked questions – ones that you may have as well. Throughout the guide, we offer recommendations and links to other resources to help you determine if third-party Oracle support is a good fit for your organization.