Support quality matters... ... Organisations shouldn't put up with sub-par support that only covers what the vendor feels like covering. Support should be guided by the customer, for the customer . Service SAP Oracle Support Revolution Service requests Yes Yes Yes 24/7 support via phone, email and portal No - support portal only No - support portal only Yes Cloud services Yes Yes Yes Functionality patches Recent products only Recent products only All products Legal & regulatory patches Recent products only Recent products only All products Security patches Monthly Quarterly Within 48-hours SLAs: Response Limited Limited Yes SLAs: Resolution Limited No Yes