Pros and Cons of Third-Party Oracle Support
- Pros:
- Cost Savings: Up to 50% savings.
- Customized Support: Tailored SLAs, dedicated managers.
- Legacy Support: Extend system lifespan.
- No Forced Upgrades: Use current versions.
- Flexible Models: Choose specific service levels.
- Cons:
- No Oracle Updates: No access to official patches.
- Compliance Risks: Licensing challenges.
- Limited Oracle Expertise: Less proprietary insight.
Pros and Cons of Third-Party Oracle Support
Deciding to switch to third-party Oracle support can offer many benefits, particularly for organizations seeking to reduce costs and improve service flexibility. However, there are also drawbacks to consider before making the switch.
Below, we provide a comprehensive list of the top reasons to choose third-party Oracle support, followed by the key reasons why you might want to stick with Oracle’s official support.
Top 10 Reasons for Choosing Third-Party Oracle Support
1. Significant Cost Savings
One of the most compelling reasons to switch to third-party Oracle support is the potential for significant cost savings. Businesses can save up to 50% or more compared to Oracle’s official support fees, allowing the saved funds to be reinvested in other strategic areas, such as IT modernization or business expansion.
2. Tailored Services and Customized Support
Third-party vendors offer more personalized support compared to Oracle’s standardized approach. This includes dedicated account managers and customized Service Level Agreements (SLAs) that align with specific business needs. Such personalization means that companies receive support specifically tailored to their IT environment.
3. Dedicated Account Management
Third-party vendors often assign a dedicated account manager who is fully aware of your business requirements and Oracle environment. This enables faster response times, better troubleshooting, and proactive problem-solving.
4. Extended Support for Legacy Systems
Third-party support can extend the lifespan of legacy Oracle products. When Oracle ends support for older versions, businesses are often forced to upgrade to stay compliant. Third-party vendors continue to support these older versions, allowing companies to delay or entirely avoid costly upgrades.
Example: A manufacturing company running an outdated version of Oracle JD Edwards found third-party support invaluable. It allowed them to keep using a stable system while avoiding the high costs of upgrading to newer versions.
5. Avoiding Forced Upgrades
Oracle’s official support often requires upgrading to newer versions. Third-party vendors do not impose such pressures, so businesses can continue using their current Oracle versions without facing frequent and costly updates.
6. Flexible Support Models
Third-party Oracle support offers flexible support models tailored to a business’s needs, whether that means 24/7 support, dedicated teams, or specific response times that are guaranteed. Unlike Oracle, which uses a standardized support structure, third-party support can be adjusted to match the urgency and requirements of each customer.
7. Cost Predictability
Oracle often raises support fees annually, which can lead to unpredictable costs. Third-party vendors tend to offer fixed support pricing without annual uplift fees, providing better predictability and stability in financial planning.
8. Faster Response Times
Many third-party support providers pride themselves on their faster response times. They offer a quicker resolution for critical issues than Oracle’s support channels. This can make a big difference in minimizing downtime and maintaining productivity for mission-critical environments.
9. Improved Focus on Business Goals
With custom SLAs and dedicated support, third-party vendors ensure businesses are not paying for services they do not need. This helps companies focus on their main goals without unnecessary expenditures tied to services irrelevant to their current setup.
10. Vendor Independence
Third-party Oracle support provides greater independence from Oracle. This can be useful for businesses that want more control over their IT infrastructure and licensing decisions without feeling pressured to make decisions aligned with Oracle’s corporate goals.
Read the Top 10 reasons why organizations should consider Oracle Third Party Support.
Top 10 Reasons to Stick with Oracle’s Official Support
1. Access to Proprietary Oracle Updates
One major drawback of third-party support is the lack of access to Oracle’s proprietary updates and patches. Official Oracle support provides ongoing updates, including security patches and new features, which may be crucial for some businesses.
2. Maintaining Compliance
Staying on Oracle’s official support ensures full compliance with Oracle’s licensing terms. Switching to third-party support can introduce compliance risks, and Oracle audits may result in penalties if they discover breaches in licensing requirements.
3. Proprietary Knowledge and Resources
Oracle has proprietary knowledge, internal resources, and deep expertise that third-party vendors cannot match. For complex issues requiring intricate knowledge of Oracle’s software, third-party providers might face limitations in delivering effective solutions.
4. Direct Access to Oracle’s Technical Teams
When using Oracle’s official support, businesses have direct access to Oracle’s technical experts, who have a deeper understanding of the software. This can lead to faster and more effective problem resolution for certain complex issues.
5. Required for Certain Upgrades
If your company plans to upgrade to the latest Oracle versions, having official support may be necessary. Oracle often requires customers to be on active support agreements to access new releases and upgrades, which may be a barrier if using third-party support.
6. Need for Official Security Patches
Some businesses require official security patches provided by Oracle to maintain the highest level of security. Third-party vendors provide custom security fixes but cannot access Oracle’s proprietary patches, which could be a disadvantage if official patches are needed.
7. Vendor Stability and Reliability
Oracle, a global software leader, is seen as more stable and reliable than third-party providers. While many third-party vendors are highly skilled, they may lack the same resources and global presence, which can be a concern for some enterprises.
8. Enhanced Integration with Other Oracle Products
Oracle’s support teams are more knowledgeable about how their products integrate. Staying with Oracle’s official support ensures better compatibility and seamless integration across the suite when using multiple Oracle applications.
9. Access to Oracle’s New Features and Innovations
Oracle regularly introduces new features and innovations to its software portfolio. Being on Oracle’s official support means you have access to these updates and can implement new features that might improve your systems and processes.
10. Limited Third-Party Expertise
While many third-party vendors are highly skilled, there is a risk that they may not have the same depth of expertise as Oracle’s support team. Oracle’s official team may offer more effective assistance for highly complex issues or emerging products.
Conclusion: Making an Informed Decision
Choosing between Oracle’s official support and third-party Oracle support depends largely on your organization’s specific needs, budget, and IT goals. If cost reduction, flexibility, and extended support for legacy systems are priorities, third-party support might be the right choice.
However, if access to Oracle’s proprietary patches, compliance certainty, and direct support from Oracle are critical to your business, then sticking with Oracle’s official support could be more beneficial.
Ultimately, understanding the pros and cons will help you make the right decision that best aligns with your long-term IT strategy and business objectives.
Frequently Asked Questions (FAQs)
What are the main benefits of third-party Oracle support? The main benefits include significant cost savings, customized support through dedicated account managers, extended support for legacy systems, avoiding forced upgrades, and flexible SLAs.
How much can I save with third-party Oracle support? Switching to third-party Oracle support can help companies save up to 50% compared to Oracle’s official support fees, making it a cost-effective alternative.
Are proprietary updates included in third-party support? No, third-party providers do not have access to Oracle’s proprietary updates or patches. They offer custom fixes and workarounds to keep systems stable and secure.
How does third-party support handle security patches? Third-party vendors develop custom security patches to address vulnerabilities, ensuring system security without relying on Oracle’s proprietary patches.
Can third-party support help with legacy Oracle products? Yes, third-party support providers extend the lifespan of legacy systems by continuing support even after Oracle ends official support for those versions, avoiding costly upgrades.
Is compliance a risk when using third-party Oracle support? Yes, there can be compliance risks. Moving to third-party support requires careful attention to Oracle’s licensing terms to avoid potential issues during audits.
Do third-party support providers have the same expertise as Oracle? While third-party vendors are highly skilled, they do not have direct access to Oracle’s proprietary knowledge or resources, which could limit their ability to solve highly complex issues.
What kind of service levels can I expect from third-party support? Third-party support providers offer customized SLAs, which include specific response times, dedicated support teams, and tailored services based on your business needs.
How does third-party support compare in terms of cost predictability? Third-party vendors usually offer fixed pricing without annual uplift fees, making costs more predictable than Oracle’s support, which often includes yearly increases.
Can third-party support help avoid forced upgrades? Yes, third-party support allows you to continue using the current version of your Oracle products without the pressure to upgrade, saving costs on unnecessary migrations.
What are the drawbacks of third-party Oracle support? Drawbacks include no access to Oracle’s official patches, potential compliance risks, and a dependency on third-party expertise, which may not have Oracle’s internal proprietary knowledge.
Is it possible to switch back to Oracle support after using third-party support? Yes, but switching back to Oracle support may involve reinstatement fees, backdated support costs, and compliance checks to ensure all licenses are correctly used.
What type of companies benefit most from third-party Oracle support? Companies with stable Oracle environments, those looking to cut costs, or those planning to phase out Oracle products while maintaining their current systems are best suited for third-party support.
How do third-party providers handle technical issues? They offer 24/7 support with dedicated account managers who know your environment well, ensuring faster and more customized troubleshooting than Oracle’s standard support model.
Who are the leading third-party support providers for Oracle products? Leading providers include Rimini Street, Spinnaker Support, and Support Revolution, all of which are known for providing comprehensive third-party support services for Oracle products.
Read more about our Third Party Transition Service.
