Third party Oracle support – Savings or a Trap?

Oracle third-party support is:

• Cost-Saving: Offers substantial savings compared to Oracle’s official support.
• Contract Termination involves terminating the technical support agreement with Oracle but retaining the right to use Oracle software.
• Ideal for Certain Businesses: This mainly benefits companies planning to replace Oracle-based solutions or seeking cost reductions in Oracle support.
• Requires Independent Review: Customers are advised to review their Oracle licensing independently.
• Legally Permissible: Legal as long as companies adhere to Oracle’s licensing terms and conditions.
• Need for Expert Guidance: The complexity of contracts, policies, and licensing necessitates expert assistance.

Download Procurement Advisory Playbook: Transitioning from Oracle Support to Third‑Party Support.

💸 Realize Tangible Financial Benefits Beyond Just Cost Savings

• Save 50 %+ annually on Oracle support fees — and avoid costly forced upgrades.
• Extend the life of stable systems without paying for software you don’t need.
• Understand the total cost reduction: license optimization + deferred hardware/software spend.
• Learn how third-party support frees up budget for innovation, not just maintenance.

What is Oracle Third-Party Support?

Oracle third-party support refers to maintenance and technical assistance for Oracle software provided by independent companies rather than Oracle Corporation​.

These third-party vendors service a range of Oracle products, including databases, middleware, and enterprise applications, to help keep systems stable and secure outside of Oracle’s official support channels.

In practice, an organization with Oracle Database or applications like E-Business Suite (EBS), PeopleSoft, JD Edwards, or Siebel can contract a non-Oracle firm to receive help desk support, bug fixes, and other maintenance services.

Typical Services Provided: Third-party support providers aim to replicate and often augment the kind of assistance Oracle offers, minus new product upgrades.

Key services include:

• Technical troubleshooting and issue resolution: Handling day-to-day support tickets, error diagnostics, and break-fix issues across Oracle products. Third-party teams specialize in Oracle systems and offer hands-on support to keep them running smoothly​.
• Custom bug fixes: While third-party providers cannot alter Oracle’s proprietary source code, they develop custom patches and workarounds to resolve software bugs​. For example, if an Oracle EBS module has a known glitch, the third-party support team can provide a fix or script to address it, even if Oracle no longer supplies an official patch.
• Performance and tuning services: Many independent support firms assist with performance optimization – tuning databases and applications to improve system efficiency and throughput​. This is often beyond standard Oracle support, aiming to ensure the Oracle system continues to meet business requirements over time.
• Security advisories and patch management: Third-party providers monitor security vulnerabilities affecting Oracle software and assist clients in mitigating risks. They cannot deliver Oracle’s official security patches, but they offer guidance or custom fixes to protect systems. (For instance, if a new Oracle database vulnerability is disclosed, the third-party support team may recommend configuration changes, network defenses, or a custom patch to close the hole.)
• Flexible support models: Unlike Oracle’s one-size-fits-all support, third-party support is often more personalized and tailored to individual needs. Vendors may offer 24/7 support options, assign a dedicated account manager to each client, and tailor Service Level Agreements (SLAs) to meet the organization’s specific needs. This flexibility means support can be aligned with critical business priorities – for example, faster response times for mission-critical systems or support for custom configurations that Oracle’s standard support might exclude.

Read Transitioning to Oracle Third-Party Support: A CIO’s Guide.

Pros of Third-Party Support

Choosing third-party support for Oracle software can offer several advantages to customers, especially those seeking to optimize costs or extend the lifespan of their systems.

Notable benefits include:

• Significant Cost Savings: Third-party support is typically much cheaper than Oracle’s annual maintenance fees. Companies often save 50% or more compared to Oracle’s support costs​. These savings can free up budget for other initiatives or IT investments. Example: A mid-sized financial services company discovered that Oracle’s support fees consumed a significant portion of its IT budget. They cut support costs in half by switching to a third-party provider and reinvesting those funds in new cybersecurity projects.
• Extended Support for Legacy Systems: Third-party vendors will continue to support older versions of Oracle products after official support has ended. This allows organizations to continue using stable, legacy versions of databases or ERP applications without forced upgrades​. In other words, you can avoid costly migrations just to stay supported – a third-party provider will keep, for example, an Oracle EBS 11i or an older PeopleSoft release running and compliant with regulations well past Oracle’s end-of-support date.
• Personalized and Responsive Service: Independent support firms take pride in providing customized service. They often assign dedicated engineers who become intimately familiar with your Oracle environment and customizations​. Support interactions can be more responsive and less bureaucratic than logging tickets with Oracle. Clients can also negotiate SLAs that meet specific requirements (e.g., 30-minute response to critical issues, support for custom code), which is generally impossible with Oracle’s standard support packages.
• No Vendor-Driven Upgrade Pressure: Oracle’s sales and support model often incentivizes customers to upgrade to the latest versions or cloud offerings. Third-party support providers, by contrast, have no stake in selling new Oracle licenses. They will support the version you are running as long as you need​. This eliminates the frequent pressure to undertake disruptive upgrades or migrations to retain support. Businesses can upgrade on their timeline (or not at all) when it makes sense strategically, not just because support is expiring.

Cons of Third-Party Support

Third-party Oracle support encompasses a range of services to help businesses maintain and optimize their systems.

On the other hand, moving away from Oracle’s official support carries some trade-offs and risks. It’s important to weigh these cons before deciding:

Licensing and Compliance Responsibility:

Oracle’s support includes guidance on license compliance and the right to use certain features. Compliance oversight is entirely the customer’s responsibility in a third-party support scenario.

Third-party providers do not manage your Oracle licensing or ensure you stay within bounds​. If Oracle audits your company, any licensing shortfall is your sole responsibility.

This means before and after switching, you must be vigilant about staying compliant (proper user counts, processor licenses, not using features you didn’t pay for, etc.).

Non-compliance can lead to financial penalties, and third-party support will not shield you from Oracle’s audits. (That said, some third-party vendors offer advice to help clients remain compliant, but it’s ultimately up to you to avoid violations.)

No Access to Oracle’s Updates and New Features:

Once you are off Oracle support, you no longer receive Oracle’s official patches, security updates, and version upgrades.

Third-party providers cannot download or distribute Oracle’s proprietary updates, so any new enhancements or bug fixes from Oracle are off the table. This can introduce security concerns if newly discovered vulnerabilities emerge that only Oracle’s patch can fully fix.

Companies must rely on third-party custom fixes or mitigations for such issues, which may be less comprehensive or lag behind official patches.

New features and improvements, such as a new Oracle Database release or an EBS functionality update, will also not be available through third-party support.

Certain Fixes Are Limited (No Source Code Access):

Because independent providers cannot modify Oracle’s source code, they may be unable to provide a perfect fix for some deeply technical issues.

Instead, they will offer workarounds. For most problems, this is sufficient; however, in rare cases, a bug may not be fully resolvable without Oracle’s intervention.

Customers need to understand that third-party support can address most issues. Still, there is a limitation on code-level changes (an inherent restriction to avoid violating Oracle’s intellectual property rights​.

No Direct Oracle Backing or Escalation:

With Oracle Premier Support, Oracle’s engineers would ultimately become involved if a severe product flaw or critical outage occurs that can only be addressed by the software vendor. With third-party support, Oracle is not involved.

There is no ability to escalate a problem to Oracle’s development team.

In practice, if there were a show-stopping bug in the Oracle software, you would either wait for the third-party to develop a fix or potentially have to re-contract with Oracle in an emergency.

This lack of an Oracle safety net can be concerning for companies in highly regulated or uptime-critical environments.

Read Third-Party Support vs. Oracle Premier Support: A Guide for CIOs and SAM Managers.

Is Third-Party Support Legal?

Yes – it is legal for Oracle customers to use third-party support as long as they adhere to their license agreements. Oracle’s standard license terms permit customers to seek support from outside firms, provided that they do not infringe upon any intellectual property rights.

U.S. courts have affirmed the legality of third-party software support in principle.

For example, in the long-running Oracle v. Rimini Street litigation, the federal court explicitly held that nothing in Oracle’s customer licenses prohibits hiring a third party, such as Rimini, to provide software updates or fixes.

As a customer, you have the right to maintain your Oracle systems with an external support provider performing the same maintenance tasks you could do in-house.

However, there are important legal boundaries. The support provider must only use software and materials that the customer is entitled to under their license. Past cases have highlighted what is not allowed.

A notorious example was Oracle vs. TomorrowNow (SAP), where Oracle sued SAP’s subsidiary for illegally downloading Oracle’s support materials to service SAP’s clients.

That case ended with significant damages being awarded to Oracle. Similarly, in the Oracle vs. Rimini Street case, Oracle alleged that Rimini had copied Oracle software and support libraries in ways that exceeded the permitted scope of customer licenses.

The outcome was a mixed verdict: Rimini Street was found to have infringed Oracle’s copyrights and paid damages; however, crucially, the court also confirmed that third-party support is legal if conducted within the bounds of the license rights.

In other words, the customer’s right to use their licensed Oracle software includes the right to have a contractor or third party assist them.

Still, that third party cannot use Oracle’s intellectual property (such as using one customer’s software environment to support another customer, which was one infringing practice in the Rimini case).

The takeaway is that you will not violate your contract as a customer simply by hiring an independent support firm. Reputable third-party providers now operate with methods that respect Oracle’s IP. Oracle cannot cancel your license for using third-party support.

Read Strategies to Reduce Oracle Support Fees Through Third‑Party Support.

How to Move to a Third-Party Support Provider

Switching from Oracle’s support to a third-party provider requires planning and due diligence.

Below are the typical steps involved, along with precautions to ensure a smooth transition:

1. Assess Your Support Needs and Pain Points: Evaluate your current use of Oracle support and identify where it falls short. Are you mainly logging technical incidents? Do you need frequent patches for regulatory compliance? Or are you paying for support but using it rarely? Identifying the key services you require (and the problems with the status quo) will help determine if third-party support is a good fit and what scope of services to negotiate.
2. Research and Select a Qualified Vendor: Not all third-party support providers are the same. Research the leading companies and select one that best meets your requirements. Factors to consider include their experience with your specific Oracle products, reputation in the market, client testimonials or case studies, and pricing. For instance, if you run Oracle EBS and PeopleSoft, ensure the provider has expertise in both. Most organizations will solicit proposals from at least Rimini Street and Spinnaker Support, the two largest players, to compare their offerings. Take your time to vet each provider’s capabilities, such as how they handle security fixes or support customizations.
3. Thorough License and Contract Review: Before canceling Oracle support, comprehensively review your Oracle licensing and contracts​. Verify that you fully comply with the license terms (including the number of users, processors, and modules in use, etc.). If you find gaps (for example, usage beyond what you purchased), it’s often wise to resolve those with Oracle before moving to third-party support. In some cases, this may involve purchasing additional licenses or adjusting deployments. Ensuring a clean compliance state removes a major risk of Oracle auditing issues later. Precaution: If you have an Unlimited License Agreement (ULA) with Oracle, you must certify the ULA (finalize the deployment counts) by its end date before switching to third-party support. Failing to do so could leave your license usage undefined and potentially create legal problems.
4. Archive Oracle Support Materials: While under Oracle support, proactively download and archive all relevant patches, updates, documentation, and knowledge base articles for your products. This is critical because you will lose access to Oracle’s support portal once your Oracle support expires. Ensure you have the latest available patches for your system and a library of technical documentation. Third-party providers often help create a comprehensive archive of these materials​ , so that you and the new support team have everything needed to maintain the system in the future.
5. Establish a Transition Plan with the New Provider: Work closely with the chosen third-party support firm to map out the switch-over process​. This transition plan should include clear timelines (e.g., the Oracle support contract expires on X date, and new support begins on X+1 date), roles and responsibilities (who will perform what tasks during the cutover), communication channels, and any necessary onboarding tasks. Typically, a few weeks before Oracle support ends, you will begin engaging with the third-party support team so they can learn about your systems during the onboarding phase and be ready to take over. It’s wise to have a documented plan covering how to escalate issues during the transition and how any open Oracle service requests will be handled.
6. Knowledge Transfer and Onboarding: Share all relevant system information with the third-party provider before their support goes live. This includes an overview of your Oracle architecture (versions, customizations, integrations), copies of system documentation, and a history of past critical issues or patches applied. Many providers will hold onboarding workshops to absorb this knowledge. Ensure that your internal IT team and the third-party support team have direct lines of communication and that access is arranged (if the support provider needs VPN or read-only system access to investigate issues, set that up in advance). A best practice is to introduce the third-party support engineers to your key internal team and perhaps run through a few hypothetical issue scenarios to familiarize them.
7. Cutover and Validate Support Readiness: The third-party support contract should take effect when your Oracle support lapse date arrives. Any new issues must be routed to the new provider from that day. Ensure that all users and IT staff are aware of the new support contact procedures, including the updated help desk portal or phone number. Having a kickoff call on the first day of third-party support can be useful to ensure everything is in place. Also, verify that the third-party provider’s support portal accounts work for your team and that they have any necessary access to your systems.
8. Ongoing Monitoring and Communication: After the switch, closely monitor the support service for the first few months to ensure optimal performance. Monitor response times and the quality of issue resolution against the agreed-upon Service Level Agreements (SLAs). Regularly meet with the provider’s account manager or support lead to discuss concerns and review open cases. This will help iron out any kinks in the service. It’s also advisable to maintain an internal log of any major incidents and how they were resolved, in case you ever need to demonstrate the efficacy of the third-party support (for instance, to internal stakeholders or auditors).

Following these steps and precautions, many companies have successfully transitioned to third-party support with minimal disruption.

For example, one large logistics company that switched to independent support noted that involving key stakeholders early, in IT and finance, and communicating the plan helped gain buy-in, making the transition smooth with no loss of support quality.​

Rimini Street recently announced that it will discontinue providing support for PeopleSoft.

Contracts and Licensing Considerations

Shifting to third-party support does not mean giving up your Oracle licenses—it only means ceasing to pay Oracle for support.

As long as your Oracle licenses are perpetual (which most on-premise enterprise licenses are), you retain the right to use the software indefinitely, even without an active support contract.

However, there are several contractual and licensing details to consider:

• Perpetual vs. Term Licenses: Verify that the Oracle software is under a perpetual license. Suppose you have any term-based licenses or subscriptions (for example, Oracle Cloud services or term licenses for certain products). In that case, third parties generally cannot support those because your rights to use the software lapse when you stop paying Oracle. Third-party support is typically viable for on-premises, perpetual licenses, where you own the usage rights outright.
• Oracle Support Contract Terms: Review your Oracle support agreement for any termination or partial termination clauses. Oracle’s contracts often have a “Matching Service Levels” clause, which requires that if you drop support on certain licenses, you must drop it on all other licenses in the same set to remain compliant. In practice, you usually cannot keep Oracle support for some of your database licenses while using third-party support for other licenses of that same product – it’s usually an all-or-nothing per product family. Plan accordingly so that you’re not violating such clauses. (Some companies manage a hybrid strategy by segmenting licenses or using different CSI numbers, but this should be approached carefully with legal counsel.)
• ULA (Unlimited License Agreement) Situations: As noted, if you are in an Oracle ULA, you must certify your usage at the end of the ULA period before switching to third-party support. After certification (which converts it to fixed perpetual licenses), you can proceed with third-party support on those licenses. During a ULA, you technically have unlimited use and an obligation to renew support annually. So, you’d typically wait until the ULA expires and certify rather than trying to cut support mid-ULA.
• Potential Reinstatement Costs: Be aware that if, in the future, you decide to return to Oracle’s support (for example, to get a new upgrade or because you feel the need for Oracle’s assistance), Oracle imposes hefty reinstatement fees. This could include paying back support fees for the lapsed period and any penalties. Essentially, Oracle makes it financially painful to leave and come back. Factor this into long-term cost considerations – ideally, you should switch to a third-party solution only if you plan to use it for an extended period or until you completely decommission the Oracle system.
• Audit and Compliance Vigilance: Oracle’s oversight decreases after moving to third-party support, as they are no longer actively engaged with you via support. While one might fear that leaving Oracle support will trigger a punitive license audit, industry data and experts suggest that audits are not significantly more likely solely because of switching to a different support. Oracle’s support sales team is separate from its license audit team. Nonetheless, you should operate assuming you could be audited, as any Oracle customer can be. Therefore, maintain good license records and ensure any new deployments or user additions are properly licensed. If you have an independent license consultancy, having them do periodic compliance check-ups may be wise. In short, you no longer have Oracle looking over your shoulder regarding usage, so you must self-govern your compliance to avoid any surprises.
• Contractual Support Clauses: When you terminate Oracle support, you typically need to provide notice as specified in your contract, usually 30 days before the renewal date. If not, it may auto-renew. Coordinate the end of Oracle support with the start of third-party support to ensure seamless continuity of coverage. It’s also prudent to communicate the change to Oracle only as required (some companies choose to simply non-renew without fanfare). Oracle typically sends a reminder about support renewal. If you choose a third-party option, you simply let it lapse. There is no requirement to inform Oracle of your new support provider, and Oracle cannot cancel your licenses simply because you have left their support.

In summary, ensure all your license ducks are in a row. Engage an independent Oracle licensing advisor (not just the third-party provider’s team) to double-check compliance before switching.

This independent review helps you avoid biased advice and gives you confidence that you can safely proceed to third-party support without any legal issues.

Read Negotiating Third-Party Oracle Support Contracts: Key Considerations for CIOs and Procurement.

Third-Party Support Providers (Rimini Street vs. Spinnaker Support)

Over the past decade, a few third-party support firms have established themselves as leaders in supporting Oracle products.

The two most prominent worldwide providers are Rimini Street and Spinnaker Support​. Both offer services across Oracle’s portfolio and support for other enterprise software, such as SAP.

However, they differ in focus and approach.

Below is a comparison of these providers:

Rimini Street and Spinnaker Support have a global presence and a long-standing track record.

Rimini Street, founded in 2005, pioneered the third-party support industry and has been involved in several major legal rulings that have clarified this market.

Spinnaker Support, founded around 2008, has grown steadily and has not been embroiled in any notable legal disputes with Oracle, which some customers find reassuring from a risk standpoint.

Beyond these two are other niche or regional providers, such as Support Revolution in the UK, as well as several smaller consultancies. However, any organization considering third-party support will likely start by evaluating Rimini and Spinnaker.

Read Avoiding Common Pitfalls When Switching to Oracle Third-Party Support.

Security Patching in a Third-Party Support Environment

Security is a critical consideration when leaving Oracle support. Oracle regularly releases Critical Patch Updates (CPUs) with security fixes.

When using third-party support, you won’t receive these official patches directly. So, how do third-party providers handle security?

Firstly, top providers maintain their own security research and advisory teams. They stay updated with newly disclosed Oracle vulnerabilities, such as those in Oracle Database or WebLogic server, through public security forums and expert networks.

When a threat emerges, the third-party support team will inform you through security advisories and recommend mitigation steps​.

These steps may include configuration changes, applying existing patches you haven’t yet applied, or implementing network-level protections, such as firewall rules, to block the exploit.

In many cases, third-party vendors also develop custom patches or scripts to address specific security issues​.

For instance, if a SQL injection flaw is found in an Oracle EBS module, the third-party provider can create a script or binary patch that closes that vulnerability in your environment.

While they cannot issue an official Oracle patch, they can achieve a similar remedial effect. Providers like Spinnaker and Rimini have developed proprietary tools and methodologies to deliver what is sometimes referred to as “virtual patching” or bespoke fixes for security holes.

It’s essential to note that proactive customers will apply all Oracle patches until they exit support. That way, you will have the latest Oracle-issued security updates in place.

From that baseline, third-party support picks up. Many companies are considering third-party support and scheduling one final round of Oracle patching (applying the latest available CPU) right before their support ends, to ensure a secure start.

Third-party support can thus keep you secure, but it requires a collaborative and vigilant approach:

• Regular Security Reviews: Conduct periodic security audits of your Oracle systems, either internally or with the vendor’s assistance. Just because you left Oracle support doesn’t mean you should fall behind on security monitoring.
• Stay informed about threats: Even if a third party sends advisories, stay connected to Oracle user group bulletins or security mailing lists to stay aware of what the wider community is seeing. This ensures you can proactively ask your provider about specific vulnerabilities or fixes.
• Test Custom Fixes Thoroughly: When your provider delivers a custom patch or workaround, test it in a non-production environment. Since it’s not an official Oracle patch, thorough testing will provide confidence before deploying to production. Third-party vendors will typically assist with this testing and deployment to ensure compatibility.
• Layered Security: Without Oracle backing you for patches, it’s smart to double down on other security layers. This involves ensuring robust network security, including limiting access to Oracle servers, implementing intrusion detection, and keeping servers up to date with the latest antivirus and endpoint protection software. Additionally, virtual patching tools may be necessary. Some clients also use Oracle’s lack of patches as an opportunity to segment or isolate systems further to reduce risk.
• Collaborate with Your Provider: Make security a regular topic in your calls with the support provider. Understand their process for creating and delivering fixes and ensure they are familiar with your internal security policies and change management procedures. A good third-party support partner will have no issue aligning with your security protocols and providing documentation for any custom fixes, which can be useful for audit purposes.

In summary, while you won’t get Oracle’s official security patches, combining the third-party provider’s expertise and your best practices can maintain a strong security posture.

Many organizations in the government and financial sectors have successfully operated on third-party support for years by taking these measures.

Read CIO Brief: Oracle Third-Party Support.

Onboarding to Third-Party Support: Key Phases and Best Practices

Successfully onboarding a third-party support provider involves a few distinct phases. Here’s what to expect and how to ensure each phase goes well:

• Preparation and Planning: Before the contract with the new provider begins, complete most of the planning, as discussed in the “How to Move” section. In this phase, set clear goals and expectations. Define what success looks like in the first 3, 6, and 12 months of third-party support. For example, one goal might be “resolve high-priority incidents within X hours consistently” or “achieve 100% compliance with tax updates for our PeopleSoft HR by year-end.” Having these goals helps align the provider’s team with your business objectives from the start.
• Knowledge Transfer: This is a critical phase of onboarding. You will share detailed information about your Oracle environment with the provider once the contract is signed (or even slightly before, under a non-disclosure agreement, or NDA). Arrange sessions to brief them on your system architecture, customizations, interfaces, and any known quirks. Provide access to documentation, such as architecture diagrams, configuration files, and past Oracle Service Requests summaries. The provider will document this and possibly create an internal knowledge base for their team to support your systems. Best practice here is to be transparent and thorough – the more your new support engineers know about your environment, the faster they can resolve issues. Don’t assume something is “obvious”; if it’s important (like “our month-end batch process is mission-critical and touches these 5 Oracle modules”), spell it out.
• Transition (Cutover) Period: As Oracle support expires and the third-party provider takes over, a brief overlap will occur, if possible. Some companies time it so that the third-party contract begins a week or two before Oracle support fully ends, allowing for parallel access. While Oracle will not officially work on issues once you’ve stopped paying, you can use this overlap for final preparations. More importantly, ensure that on Day 1 of third-party support, all users know where to go for help. Typically, the new provider will hold a kick-off meeting or provide a welcome pack with support contact information, instructions on reporting issues, an escalation matrix, and other relevant details. Internally, update any documentation or intranet pages that instructed staff to contact Oracle support – now it should point to the new provider’s help desk.
• Stabilization and Ongoing Support: In the first few months, monitor how well the provider meets the promised service-level agreements (SLAs). It’s best practice to schedule weekly or bi-weekly check-in calls initially. During these reviews, check any logged tickets to ensure they were handled satisfactorily. If issues arise (e.g., a ticket took too long to resolve), address them early with the provider’s management. Most providers will be eager to make a good impression in the early stage and can adjust their processes to better suit your team if needed. Also, use this period to finalize any remaining tasks, such as deactivating your Oracle support CSI in Oracle’s systems or ensuring that you have archived all necessary Oracle knowledge base articles.
• Optimization and Full Engagement: After a successful onboarding and a few months of operations, you should begin to see the full value of third-party support. Be sure to take advantage of all the services to which you are entitled. For example, schedule those value-added services proactively if the contract includes performance tuning assistance or interoperability support (helping Oracle software work on newer operating systems, etc.). Third-party providers can do more than break-fix – they might help you plan an upgrade path for the future (even if they won’t supply the new Oracle version, they can advise on how long you can stay on the old one safely, and what a transition might entail). Continue to hold periodic service reviews, perhaps quarterly, with executive sponsors involved to ensure support remains aligned with business needs. This is also the phase to document success stories – e.g., “in six months, we saved $X and maintained 99.9% uptime with third-party support” – which is useful for internal validation and could be referenced if Oracle ever tries to win you back.

Read Maintaining Oracle License Compliance on Third-Party Support.

Recommendations:

For organizations considering or already moving to third-party support for Oracle products, here are some actionable recommendations:

• Do Your Homework on Licensing: Before making any switch, independently audit your Oracle licenses and usage to ensure compliance with the terms. Resolve any compliance issues with Oracle first, so you transition from a clean, licensed state. This avoids headaches and eliminates one of Oracle’s leverage points (license compliance) should they attempt to dissuade you.
• Weigh the pros and cons for Your Situation: Third-party support offers significant savings, but ensure your environment is suitable. Third-party support is a great fit if you run relatively stable, mature Oracle systems that don’t require constant patches or new features. If you anticipate needing cutting-edge updates or have an upcoming Oracle version upgrade planned, consider whether delaying those is acceptable.
• Choose the Right Support Partner: Speak to references and compare providers before signing up. Rimini Street and Spinnaker Support are both strong options – get proposals to see who offers the best package for your needs. Look beyond cost; examine how each provider will handle critical tasks, such as security patching, regulatory updates (if you run financials, HR, etc.), and supporting custom modifications. Pick the provider you feel most confident in, even if it isn’t the cheapest.
• Negotiate a Detailed SLA: Treat the contract with the third-party provider like any important vendor agreement. Negotiate service levels that match or exceed what you had with Oracle. For example, if Oracle responds to P1 issues within an hour, you may want to include a 30-minute response time in the new contract. Ensure there are provisions for key deliverables, such as annual tax updates for ERP systems or quarterly security reviews. A clear, strong SLA will hold the provider accountable and give you recourse, such as the ability to leave or penalties, if they underperform.
• Plan and Start Early: Begin the transition planning at least six months before your Oracle support expiration. This lead time is necessary to complete license reviews, evaluate providers, and let internal stakeholders acclimate to the idea. Rushing to make a last-minute switch can lead to oversights. An early start also gives you leverage in negotiating with Oracle – you might even use the impending switch as a discussion point to see if Oracle offers a better deal. However, they may not match the savings of third-party support.
• Involve Stakeholders and Communicate: Getting buy-in from both technical and business stakeholders is crucial. Explain the plan to your CIO, CFO, and any department heads reliant on the Oracle systems. Emphasize the cost savings and how you will mitigate risks. Often, there is an initial fear of leaving the “safe harbor” of Oracle; however, proactive communication and education can alleviate this concern. Demonstrate to the team that you have a well-defined plan for security and support quality. If possible, have the chosen provider participate in a Q&A session with your stakeholders to address concerns.
• Maintain Rigor in Security and Patching: Double down on your security processes once on third-party support. Without Oracle’s automatic patches, ensure you apply all alternative fixes diligently and monitor for new vulnerabilities. Your support provider is required to provide you with regular briefings on security bulletins. Treat security as a partnership with them – you may even consider using third-party tools or services, such as products that virtually shield unpatched systems, as an extra layer.
• Regularly Reevaluate Value: Lastly, periodically review the outcomes of third-party support to ensure ongoing value is being delivered. Are the cost savings as expected? Is the support quality meeting or exceeding what Oracle provided? Are there any emerging needs that might require Oracle’s input (e.g., considering a major upgrade or migrating to Oracle Cloud)? By reviewing this annually, you ensure the decision continues to make sense. Most find that the value only grows over time, especially as Oracle raises its support fees. However, staying vigilant will ensure your support strategy aligns with your evolving business goals.

FAQ on Oracle third-party support

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