Survey Says Oracle Users Unhappy with Oracle Application Support
December 6, 2010 Timothy Prickett Morgan
With the first round of the Oracle versus SAP and TomorrowNow lawsuit over and a jury awarding Oracle $1.3 billion in damages and all eyes turning to Rimini Street, which is suing and being sued by Oracle over its third-party support, it is an appropriate time, perhaps, to ask about how happy Oracle’s application software customers are with their vendor.
If a new survey by Computer Economics is any guide, the answer for some Oracle shops seems to be “not very much.”
The IT market researcher, which has just put together a report called Go-Forward Strategies for Oracle Application Customers, did not say how many Oracle shops it had surveyed to get a sense of their happiness with Oracle support, so you have to take this with a grain of salt. But in the report, Computer Economics says that 7 percent of application customers using Oracle wares–including E-Business Suite, PeopleSoft Enterprise, JD Edwards World and EnterpriseOne, Siebel, and Hyperion suites–were very dissatisfied with the quality of Oracle’s application maintenance and support services and 35 percent were dissatisfied. Only 4 percent said they were very satisfied, and the remaining 54 percent were merely satisfied. The glass is almost two-thirds full if you want to be an optimist, or one-third empty if you want to be a pessimist.
The irony is that only a quarter of Oracle’s customers expect to see their bills to Oracle shrink over the next three years, and 37 percent said they will spend more, not less, dough on Oracle software and support as they build out their infrastructure, add users, and presumably pay increasing maintenance costs on top of it all. The remaining 38 percent expect their Oracle spending to remain flat in the next three years. Incidentally, only 10 percent of Oracle’s application customers are currently saying they plan to move to the converged, all-Java Fusion Application stack.
Interestingly, survey respondents say that the JD Edwards suites take fewer internal support staff to keep them running properly, and E-Business Suite and PeopleSoft require the most support personnel. An AS/400 legacy lives on, apparently. . . .