H ow does third-party support from Support Revolution compare to vendor support from the likes of Oracle and SAP? When it comes to Business as Usual (BAU) patching and SLAs, how does third- party support compare? Our support can adapt to fit individual needs and help realise objectives. Oracle and SAP, on the other hand, both apply yearly increases to their support prices while de-supporting older software. Customer commitment vs enforcement We delve into what it means to be an Oracle/SAP customer and how you can demand more... As part of our philosophy, we consider ourselves customer-oriented support partners rather than support vendors.
Both vendors use their increasingly expensive support and end-of-support deadlines to “encourage” customers towards upgrades. Oracle and SAP both provide a high standard of software, and though Gartner has reported keen development from the likes of Amazon, Google and Microsoft in the ERP software market, Oracle and SAP remain key players. We are committed to supporting our customers and providing what help we can to enable them to achieve their organisations’ goals. To Oracle and SAP, support fees are more of a cash cow; a source of revenue which they can maintain for little effort.
With that in mind, you might like to assume that their success is due to the quality of their service & support. That can be implementing cost-reduction initiatives, sweating existing assets, or remaining supported during a migration to an alternative ERP provider. In fact, 90% of their revenues are from customer support fees, and yet these revenue streams seems to be diverted away from improving support and into new products (what are you paying for?). But the emergence of the third-party support industry clearly demonstrates that this just isn’t the case, because their customers are (rightfully) demanding something else. Something better.
We can support legacy versions of Oracle & SAP software indefinitely, enabling organisations to delay projects if needed, make savings, and focus on their IT roadmaps without pressure to upgrade. The differences between our support approach and theirs are most evident when comparing incident resolutions.