Siebel Support and Licensing Strategy
Siebel CRM remains widely used, but as the product matures, its support lifecycle and licensing model need careful planning.
This guide explains how support choices and licensing decisions interact as Siebel reaches its later years. We’ll walk through a strategy to help you manage Siebel’s support options and long-term licensing considerations.
For more information, read our complete guide, Oracle Siebel Licensing Guide.
Step 1 – How Siebel Support Works Today
Oracle offers two support levels for Siebel – Premier Support and Sustaining Support, which define the updates and assistance you receive.
Premier Support provides full service: regular patch updates, security fixes, new certifications, and direct Oracle help. Sustaining Support kicks in after Premier ends, allowing access to existing fixes and knowledge but providing no new patches or updates. In short, Premier Support keeps your Siebel system up to date, while Sustaining Support keeps it running without further enhancements.
Checklist: Support Levels
- ✔ Premier Support
- ✔ Sustaining Support
- ✔ Security patch availability
- ✔ Technology certifications
- ✔ Oracle technical assistance
Table: Support Level Comparison
| Support Level | What You Receive | What You Lose |
|---|---|---|
| Premier | Patch updates, fixes, new certifications, Oracle help | Nothing (full coverage) |
| Sustaining | Access to existing fixes and past updates | Any new patches or certifications |
| No Support | No Oracle support or updates | All new fixes and assistance (total self-support) |
Premier Support provides comprehensive service, whereas Sustaining Support offers help but no new fixes.
Step 2 – How Support Choices Affect Siebel Licensing
Siebel licenses are perpetual – once purchased, you own them indefinitely. Support is optional, but dropping support limits your benefits. If you stop paying Oracle support, you still have your Siebel licenses, but you lose access to new patches and versions.
Future upgrades would require reactivating Oracle support (often with a fee for the gap). By contrast, staying on support keeps you eligible for patches and upgrades as they come. Ensure your support choice fits into your overall Siebel licensing strategy.
Checklist: Licensing Impact of Support Decisions
- ✔ You keep licenses even if Oracle support lapses
- ✔ No support = no new patches or versions
- ✔ Upgrades require an active support status
- ✔ Rejoining support later can incur reinstatement fees
Table: Support vs. Licensing
| Scenario | License Status | Support Effect |
|---|---|---|
| Stay on support | All licenses active (no change) | Receive all updates and patches normally |
| Drop support | Licenses remain yours (perpetual) | No new updates; software frozen at current version |
| Rejoin support later | Licenses still yours (no re-buy) | Pay back support fees to resume getting updates |
Licenses never expire, but only active support gives you upgrades and patches.
Step 3 – Using Siebel Beyond Premier Support
Running Siebel after Premier Support ends saves maintenance fees but brings risks. Without Oracle support, you get no new fixes or security patches, and Oracle won’t certify Siebel on new operating systems or databases.
Over time, unpatched vulnerabilities can expose you to security risks and compatibility issues. Your IT team must handle any problems in-house, and you cannot upgrade to a newer Siebel release unless you reinstate Oracle support.
Checklist: Running After Premier Support
- ✔ No new Oracle fixes or patches
- ✔ No new platform certifications (OS, database, etc.)
- ✔ Higher security and compliance risk
- ✔ Reliance on internal IT for support
- ✔ Cannot upgrade without rejoining Oracle support
Follow our guidelines, Siebel License Compliance Best Practices.
Step 4 – Switching Siebel to Third-Party Support
Siebel third-party support can significantly cut maintenance costs. Independent support providers charge much less than Oracle and will often support your customizations. However, when you switch to third-party support, you stop getting new patches or updates from Oracle.
You also lose the ability to upgrade to newer Siebel versions, since Oracle provides them only to customers with active support. Returning to Oracle’s support later may require penalties or back fees. In short, third-party support saves money but means no new Oracle updates, so weigh the trade-offs before switching.
Checklist: Third-Party Support Considerations
- ✔ Much lower annual cost than Oracle support
- ✔ Support for custom code and customizations
- ✔ No new Oracle patches or fixes provided
- ✔ No eligibility to upgrade to newer versions
- ✔ Fees if you return to Oracle support later
Table: Oracle Support vs. Third-Party
| Aspect | Oracle Support | Third-Party Support |
|---|---|---|
| Annual cost | High (premium pricing) | Much lower (cost-saving) |
| Oracle patches | Yes – all new updates provided | No – only existing fixes available |
| Custom code help | Limited – standard product issues only | Extensive – covers customizations |
| Upgrade rights | Yes – access to new Siebel versions | No – cannot get new versions from Oracle |
Third-party support extends Siebel’s life at lower cost, but without Oracle’s updates or upgrade path.
Step 5 – Planning for Siebel Upgrade or Stabilization
Decide whether to upgrade Siebel to the latest version or stabilize on your current version. Upgrading can reset the clock on Premier Support and ensure compatibility with newer technology platforms. If your current Siebel deployment meets all your needs, you might skip a major upgrade and continue using it as-is (possibly under Sustaining Support or third-party support to save money).
It’s wise to review which Siebel modules and features you use most and whether upcoming business requirements demand any new features.
Also, compare the long-term costs: an upgrade project versus staying on the current version without upgrades. This analysis will help determine the best course for the next few years.
Checklist: Long-Term Siebel Usage
- ✔ Verify your current Siebel version and support timeline
- ✔ Check compatibility with new OS, database, and browser versions
- ✔ Identify which modules/features you actually use
- ✔ Note any upcoming needs for new Siebel features
- ✔ Weigh the 5-year cost of upgrade vs. no upgrade
Step 6 – Planning a Migration to Oracle CX Cloud
Moving from Siebel to Oracle CX Cloud is a major shift in both technology and licensing. Siebel’s on-premise licenses do not convert to cloud subscriptions, so migrating means purchasing new Oracle CX Cloud subscriptions. In the cloud model, support and updates are included in the subscription (Oracle keeps the software up to date for you).
During the migration, you might run Siebel and the new cloud solution in parallel, which means paying for both in the short term. Once the migration is complete, you can retire Siebel and its associated support costs.
Choose this path if you need the modern capabilities of Oracle’s cloud platform and are ready for a subscription-based CRM solution.
Checklist: Siebel-to-Cloud Considerations
- ✔ On-prem Siebel licenses don’t convert, so you must buy new CX Cloud subscriptions
- ✔ Oracle CX Cloud requires new subscription licenses
- ✔ Cloud subscription includes support and continuous updates
- ✔ Temporary overlap of Siebel and cloud (higher short-term cost)
- ✔ Siebel can be retired after a successful cloud migration
Table: Siebel vs. Oracle CX Cloud
| Aspect | Siebel (On-Premises) | Oracle CX Cloud (SaaS) |
|---|---|---|
| License type | Perpetual (own it outright) | Subscription (rent it ongoing) |
| Support fees | Separate yearly maintenance fee | Included in subscription price |
| User model | Named user or concurrent license | Per-user subscription (by role/module) |
| Upgrades | You apply upgrades manually | Automatic updates by Oracle |
| Cost model | CapEx (buy licenses/hardware) + annual support | OpEx (recurring subscription fee) |
Migrating to Oracle CX Cloud means adopting a subscription model and letting Oracle handle updates, in exchange for modern features and potentially higher recurring costs.
Step 7 – Building a Multi-Year Siebel Strategy
Plan your Siebel support and licensing for the long term (essentially a Siebel end-of-life plan for the application).
Check how long Oracle will provide Premier Support for your version, and decide whether to upgrade to extend that support or stay on your current version. If you expect to keep using Siebel for several more years, consider lower-cost support options like Sustaining Support or third-party support – but weigh the risks (like lack of new patches) if you go that route.
Also factor in any future CRM migration plans (e.g., Oracle CX Cloud) so you can time it appropriately. Review your Siebel license usage and stop paying for support on licenses you no longer use.
Finally, compare the projected 5-year costs and risks of each option – staying on Oracle support (with potential upgrades), switching to third-party support, or migrating to a new system – to decide what’s best for your business.
Checklist: Strategic Planning
- ✔ Find Premier Support end date for your Siebel version
- ✔ Decide on upgrade vs. staying on current version
- ✔ Evaluate third-party support for cost savings
- ✔ Include any planned CRM migration in your timeline
- ✔ Compare the 5-year cost of Oracle support vs. third-party vs. migration
Table: Siebel Path Options
| Option | License Impact | Support Setup | When to Choose |
|---|---|---|---|
| Keep Siebel as-is | No new licenses (use existing) | Continue Oracle support (Premier/Sustaining) | When current Siebel fully meets needs |
| Upgrade Siebel version | No new licenses (just upgrade) | Requires active Oracle support; resets support timeline | When you need Siebel long-term with full support |
| Third-party support | No change in licenses | End Oracle support; use third-party (no new patches) | When cutting cost matters more than new features |
| Migrate to CX Cloud | Buy new cloud subscriptions; Siebel licenses unused | Oracle provides support in cloud; end Siebel support after migration | When ready for modern cloud CRM and to retire Siebel |
By planning, you can mix approaches (e.g., using third-party support during a cloud migration) and avoid last-minute surprises in your Siebel roadmap.
5 Expert Takeaways
- Perpetual licenses: Siebel licenses remain yours forever. Ending Oracle support or going to a third-party support provider does not cancel your license rights.
- Upgrades need support: Only with active Oracle support can you get new patches or upgrades to newer Siebel releases. If support lapses, your system stays frozen at its current version.
- Third-party support trade-off: Third-party support can save a lot of money and cover custom needs, but you lose Oracle updates, and it can be difficult to return to Oracle support later.
- No support, more risk: Using Siebel without Premier Support means no new fixes, which raises security and stability risks. Strong internal resources and accepting a static system are necessary to manage these risks.
- Plan for the future: Align your support and licensing decisions with your long-term CRM plans. Regularly revisit your strategy as needs change to maximize Siebel’s value.
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