Oracle support is too costly, according to 58 percent of respondents to a recent research firm study. However, a third expect to pay Oracle more in coming years.
About 58 percent of Oracle customers are dissatisfied with their cost of
support, according to a new study published by research firm Computer
Economics. Some 42 percent of those customers reported dissatisfaction with the
quality of Oracle's support.
The 109 respondents included customers of Oracle's E-Business Suite,
PeopleSoft Enterprise, JD Edwards,
Siebel and Hyperion applications and platforms.
"Many customers are frustrated with navigating Oracle's support system
and the length of time it takes for Oracle to respond to support issues,"
Frank Scavo, president of Computer Economics, wrote in a Nov. 18 statement, "and
dissatisfaction with the cost of support is even more widespread."
Nonetheless, the study found that 37 percent of Oracle customers are also
expecting to pay out a larger share of their IT budgets to the company in
coming years. That expansion would stem from a combination of "organic
growth, purchase of additional Oracle applications and standardization on
Oracle technology." Some 25 percent think Oracle's share of their IT
budget will shrink over the next three years, and the remainder believe their
spending will stay roughly level.
"Dissatisfaction levels vary by Oracle product," a Nov. 18 study
summary suggested. "Overall dissatisfaction is greatest among PeopleSoft
customers, while a surprisingly large percentage of E-Business Suite customers
are unhappy with the cost of support." There is a correlation, the study
also concluded, between the age of Oracle equipment and dissatisfaction, with
the latter increasing "for customers that have application systems first
installed more than 10 years ago."
Oracle has lately devoted itself to becoming the largest and most
mission-critical IT systems vendor in the world, a mission necessitating a
broad number of acquisitions over the past few years. In addition to enormous
firms such as Sun Microsystems, which Oracle purchased for $7.4 billion, it has
also pursued a bevy of companies both large and small.
Earlier in November, Oracle
announced it would acquire Art Technology Group
, which provides e-commerce
software and on-demand applications, for around $1 billion. The acquisition
will expand Oracle's abilities in online customer services and complement its
existing CRM, ERP, retail and supply-chain
Oracle's strategy has led to products such as Fusion Middleware 11g, which
offers IT administrators more complete control over every level of their
networks. At the same time, however, that strategy places the company in diametric
opposition with a number of others, including Microsoft, IBM
and Salesforce.com. Oracle is also locked in a vicious courtroom battle with SAP,
which it alleges stole its software documentation and confidential material via
its TomorrowNow subsidiary.