What are the different types of Oracle support?
- Premier Support: Oracle’s foundational support includes regular updates, patches, and direct 24/7 assistance.
- Extended Support: Builds on Premier, offering enhanced features and maintenance, but with some exclusions.
- Sustaining Support: Long-term support with access to pre-existing fixes and patches; lacks new updates and direct assistance.
- Oracle Third-Party Support: To reduce your fees, consider third-party support providers.
What is Oracle Technical Support?
Oracle Technical Support is a comprehensive service provided by Oracle to help organizations maintain the performance, stability, and security of their Oracle products. It includes access to Oracle’s support team, software updates, and tools designed to troubleshoot and resolve technical issues.
Key Features of Oracle Technical Support
- 24/7 Assistance: Around-the-clock support for critical issues.
- Knowledge Base Access: Extensive documentation, best practices, and troubleshooting guides.
- Proactive Tools: Diagnostic and performance monitoring tools to identify and address potential problems early.
- Software Updates: Access to patches and updates that improve functionality and security.
What are the different types of Oracle support?
What is Oracle Premier Support?
Oracle Premier Support is the initial support phase available for Oracle products and lasts five years from the product’s general availability. It provides full access to Oracle’s technical support services, including updates, fixes, and security patches.
Key Features of Oracle Premier Support
- Comprehensive Coverage: Includes software updates, patches, and enhancements.
- Security Patches: Protects systems with regular security updates.
- Technical Assistance: Access to Oracle experts for troubleshooting and optimization.
- Interoperability Updates: Ensures compatibility with evolving technologies and third-party integrations.
- Upgrade Support: Guidance and tools for smooth transitions to newer product versions.
What is Oracle Extended Support?
Oracle Extended Support is a paid service that provides additional support for Oracle products beyond the Premier Support phase, typically for three years. It is designed for organizations that need more time to transition to newer versions or technologies.
Key Features of Oracle Extended Support
- Critical Updates: Security patches and fixes for identified vulnerabilities.
- Compliance Updates: Ensures adherence to evolving legal and regulatory standards.
- Technical Assistance: Continued access to Oracle’s support team for resolving issues.
- Bug Fixes: Addresses software defects to maintain system functionality.
What is Oracle Sustaining Support?
Oracle Sustaining Support is the final phase of Oracle’s product support lifecycle. It provides indefinite access to technical support but does not include new updates, fixes, or patches.
Key Features of Oracle Sustaining Support
- Lifetime Support: Ongoing access to Oracle’s technical assistance without a defined end date.
- Knowledge Base Access: Continued access to Oracle’s documentation and support resources.
- No New Updates: Does not provide software updates, security patches, or new features.
- Limited Coverage: Focuses on maintaining existing functionality rather than addressing emerging needs or compliance requirements.
Comparing Sustaining Support and Premier Support
When evaluating Oracle’s software technical support levels, two primary tiers are often in focus: Sustaining Support and Premier Support.
Both offer distinct features tailored to different business needs. Here’s a straightforward comparison of the two:
Sustaining Support:
- Focus: Long-term support for businesses that have settled into their software environment and are not looking for regular updates or new features.
- Maintenance: Access to pre-existing fixes and patches. No new updates or features are introduced.
- Assistance: Provides access to Oracle online support tools. Direct 24/7 assistance is not a primary feature.
- Security: Only pre-existing security alerts and updates are available. No new security updates are provided.
- Certifications: Limited to pre-existing certifications. No new certifications or integrations are introduced.
- Upgrade Rights: Businesses can upgrade their software based only on pre-existing solutions.
Premier Support:
- Focus: Foundational support designed for businesses that seek regular updates, patches, and new features for their software.
- Maintenance: Regular updates, patches, and software upgrades are provided, ensuring the software environment remains current.
- Assistance: Offers round-the-clock direct assistance to address any technical issues.
- Security: Regular security alerts, updates, and critical patch updates are provided, ensuring the software environment remains secure.
- Certifications: Comprehensive, covering most existing Oracle products/versions and third-party products.
- Upgrade Rights: These are included in the package and allow businesses to upgrade their software environment as new versions become available.
The Limitations of Oracle Sustaining Support
When considering Oracle’s technical support levels, Sustaining Support often comes under scrutiny.
While it does offer a level of support, there are several reasons businesses might find it lacking in value:
- No New Updates: One of the most significant drawbacks of Sustaining Support is the absence of new updates. In a rapidly evolving tech landscape, using outdated software can hinder a business’s ability to stay competitive.
- Lack of New Security Patches: While Sustaining Support provides access to pre-existing security alerts and updates, it doesn’t offer new security patches. This can leave software vulnerable to emerging threats, potentially compromising data integrity and business operations.
- Limited Certifications: Sustaining Support only offers pre-existing certifications. As businesses evolve and adopt new technologies or tools, the lack of new certifications can lead to compatibility issues.
- No Direct 24/7 Assistance: Unlike other support levels, Sustaining Support doesn’t prioritize direct round-the-clock assistance. This can be problematic when urgent issues arise that require immediate attention.
- Reduced Competitive Edge: In an era where businesses are driven by technology and innovation, outdated software can result in missed opportunities. Without regular updates and new features, businesses might struggle to meet customer demands or streamline operations.
- Potential Cost Implications: While on the surface, Sustaining Support might seem cost-effective, the potential risks of using outdated software, such as security breaches or system downtimes, can lead to unforeseen expenses.
FAQs
1. Can Oracle support assist with custom application issues?
Oracle’s support typically focuses on issues directly related to Oracle products. For custom applications, support would cover the Oracle components used within the app. Consider Oracle’s consulting services or a third-party developer for broader custom application issues.
2. What happens when my Premier Support expires and I don’t upgrade to Extended Support?
Upon expiration of Premier Support without an Extended Support upgrade, your support level automatically transitions to Sustaining Support. This level provides access to existing fixes and patches without new updates or direct 24/7 assistance.
3. Is there a difference in support quality between Standard and Extended Support?
Support quality remains high across both tiers; however, Extended Support offers additional services, such as comprehensive maintenance beyond regular updates and certifications for newer third-party products, which Standard Support does not.
4. How does Oracle handle support for third-party integrations?
Oracle provides certifications for a wide range of third-party products under Premier Support. However, Oracle’s assistance might be limited to its products’ role within the integration for specific third-party integration issues.
5. Can I receive Extended Support for just one Oracle product in my environment?
Yes, Oracle allows you to purchase Extended Support for individual products, enabling you to tailor support services to your specific needs and budget.
6. Are software updates delivered automatically under Oracle Premier Support?
While updates and patches are regularly provided, automatic delivery depends on your Oracle product and configuration. Some updates may require manual initiation.
7. What types of security updates are included in Sustaining Support?
Sustaining Support includes access to all pre-existing security updates and alerts until the end of the Premier or Extended Support period. It does not include new security updates.
8. How can I escalate an issue with Oracle Support?
If you’re facing unresolved issues, Oracle offers an escalation process through your account manager or directly via the Oracle support portal, where you can request heightened attention to critical issues.
9. Does Oracle offer support options for very old versions of its software?
Sustaining Support provides a safety net for older software versions no longer covered by Extended or Premier Support, offering access to existing patches and documentation.
10. Are there additional costs for accessing Oracle’s online support tools?
Your support agreement, whether Premier, Extended, or Sustaining, includes access to Oracle’s online support tools, including My Oracle Support, without additional fees.
