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What is Third-Party Oracle Support

What is Third-Party Oracle Support

  • Cost-Effective Alternative: Lower costs compared to Oracle support.
  • Legacy System Support: Ideal for older Oracle software versions.
  • Customized Services: Tailored support for unique business needs.
  • Independent from Oracle: Not affiliated with Oracle directly.
  • No Official Patches: Lacks direct Oracle updates and patches.

1. What is Third-Party Oracle Support?

Third-party Oracle support is an alternative to the official support provided by Oracle Corporation for its software products. Instead of relying on Oracle for maintenance, updates, and technical assistance, organizations can work with independent companies specializing in Oracle support. These companies offer similar services, often at significantly reduced costs.

Here are some key aspects:

  • Cost-Saving Alternative: Third-party support typically offers substantial savings, sometimes up to 50%, compared to Oracle’s official support rates.
  • Extended Support for Legacy Systems: Third-party support is particularly beneficial for businesses using older versions of Oracle software that Oracle may no longer support.
  • Customized Services: Unlike Oracle’s more standardized offerings, third-party providers often tailor their services to meet the business’s needs.
  • Independent from Oracle: Support is provided independently of Oracle, which means these providers cannot access Oracle’s proprietary patches or internal support teams.

2. What is Included in Third-Party Oracle Support

Third-party Oracle support encompasses several critical services designed to maintain and optimize the performance of Oracle systems:

  • Technical Support: Hands-on troubleshooting, assistance with configuration, and problem resolution for Oracle software.
  • Custom Bug Fixes: Though third-party providers cannot alter Oracle’s source code, they can develop custom fixes to address user setup issues.
  • Performance Optimization: These providers offer assistance in optimizing the performance of Oracle software, including tuning databases and adjusting configurations.
  • Security Advisory Services: Third-party support vendors often provide proactive security guidance, including vulnerability assessments and recommendations.
  • Flexible Support Models: Many third-party support providers offer 24/7 support, dedicated account managers, and personalized service plans.

3. What is Not Included in Third-Party Oracle Support

While third-party support is cost-effective, there are limitations to what it can offer compared to official Oracle support:

  • No Access to Oracle Updates and Patches: Third-party providers cannot provide Oracle’s proprietary updates and patches, which may introduce potential security and compatibility issues.
  • Source Code Limitations: Third-party vendors cannot change Oracle’s source code.
  • No Oracle Escalation: If an issue requires Oracle’s internal expertise, third-party support cannot escalate it directly to Oracle.
  • Licensing Compliance Concerns: Customers must comply with Oracle’s licensing terms independently, as third-party support providers do not handle this.

4. Main Oracle Third-Party Support Providers

Several companies have positioned themselves as leading third-party support providers for Oracle products:

  • Rimini Street: A prominent name in third-party support, Rimini Street offers extensive support for Oracle applications, including E-Business Suite, PeopleSoft, and Siebel CRM.
  • Spinnaker Support: Known for providing comprehensive Oracle support, including Oracle Database, JD Edwards, and E-Business Suite.
  • Support Revolution: Focuses on delivering cost reductions while extending the lifespan of Oracle investments.
  • Claremont: Specializes in Oracle E-Business Suite and offers tailored support services to fit specific business requirements.
  • Original Software: Offers focused support for Oracle JD Edwards products.

These providers have established themselves as viable alternatives to Oracle, often providing more cost-effective and tailored support solutions.

5. Which Companies Should Consider Oracle Third-Party Support?

Oracle third-party support may not be suitable for every organization, but it is ideal for businesses in the following situations:

  • Planning to Replace Oracle: Companies phasing out Oracle in favor of another solution can use third-party support to save costs until the transition is complete.
  • Stable Environments: Businesses with stable Oracle implementations that do not require frequent updates can benefit from the lower costs of third-party support.
  • Cost-conscious Companies: Organizations that have exhausted other cost-saving options, like license optimization, may turn to third-party support as a last resort to reduce ongoing expenses.

6. Managing Third-Party Support and Security

Switching to third-party support requires careful planning to manage both support needs and security risks effectively:

  • Due Diligence: Carefully vet third-party providers for their ability to deliver on service promises and comply with Oracle’s licensing requirements.
  • Service Level Agreements (SLAs): Establish clear SLAs that specify response times, scope of services, and escalation procedures.
  • Security Audits: Conduct regular security audits to ensure the system remains secure, especially given the lack of official Oracle patches.
  • Monitoring Oracle Updates: Keep informed of Oracle’s updates to identify gaps that could affect your setup.
  • Contingency Planning: Have a contingency plan if third-party support fails to meet expectations or if switching back to Oracle becomes necessary.

7. Pros and Cons of Third-Party Oracle Support

Pros

  • Cost Savings: Often 50% less expensive than Oracle’s official support.
  • Extended Legacy Support: Supports older Oracle versions beyond Oracle’s official end-of-support.
  • Tailored Services: More flexibility in service offerings and personalized support.

Cons

  • No Official Patches: Oracle lacks direct access to its official patches, which could pose security risks.
  • Compliance Risks: Risk of non-compliance if not managed correctly, potentially leading to legal ramifications.
  • Provider Dependency: Dependence on a third-party company could pose challenges if the provider fails to deliver.

8. Oracle Products Supported by Third-Party Providers

Third-party providers offer support for a wide range of Oracle products:

  • Oracle E-Business Suite
  • Oracle PeopleSoft
  • Oracle JD Edwards
  • Oracle Siebel CRM
  • Oracle Hyperion
  • Oracle Agile PLM
  • Oracle Database
  • Oracle ATG Web Commerce & Endeca
  • Oracle Fusion Middleware

These products can benefit from third-party support when official Oracle support is no longer viable or too costly.

9. FAQs on Oracle Third-Party Support

What is the cost of third-party Oracle support?
Typically, third-party Oracle support costs around 50% less than Oracle’s official support rates.

Which Oracle software can be supported by third parties?
Third-party providers support Oracle databases, middleware (e.g., WebLogic), and applications like Siebel, E-Business Suite, JD Edwards, and Agile.

Will Oracle object if I switch to third-party support?
No, Oracle has different sales organizations and support renewals rarely trigger audits. However, maintaining licensing compliance is critical.

Who are the main providers of third-party Oracle support?
Rimini Street and Spinnaker Support are the leading global providers, while several smaller providers offer competitive services.

How do I switch to third-party Oracle support?
Start by reviewing your Oracle contracts and licensing. Engage an independent advisor to ensure compliance and begin negotiations at least six months before your support renewal.

Is Oracle’s third-party support legal?
Yes, third-party support is legal if you adhere to Oracle’s licensing terms and conditions.

What are common mistakes when switching to third-party support?
Relying solely on the third-party provider for a licensing assessment can be risky. Ensure compliance through an independent review.

Why should customers review their licensing before switching?
Reviewing your Oracle licensing ensures you are compliant and do not need additional licenses before transitioning to third-party support.

Can I switch to third-party support if I have an active Oracle ULA?
Yes, but you must certify the ULA before switching. Consulting an independent licensing expert is recommended.

What can I negotiate with Oracle third-party providers?
Cost and clauses are negotiable, including pricing below 50% of Oracle’s rates.

Can Oracle PeopleSoft be moved to third-party support?
PeopleSoft is commonly transitioned to third-party support providers like Rimini Street or Spinnaker Support.

What are the main reasons companies switch to third-party support?
Cost savings, stable environments, legacy system support, predictable budgeting, and more tailored service offerings are the main drivers.

How do I manage security without Oracle patches?
Third-party providers create custom security patches and offer security advisories to mitigate risks without official Oracle updates.

Can third-party support handle critical issues like Oracle’s support does?
Yes, they provide critical issue support but cannot escalate issues directly to Oracle, which may limit some problem resolutions.

Is third-party support a good option for legacy Oracle products?
Third-party support is often the best option for companies using legacy Oracle products that Oracle no longer actively supports.

10. Case Study: Transitioning to Oracle Third-Party Support

A Central European company faced escalating Oracle support costs of 8 million Euros annually. By engaging a third-party support provider and carefully reviewing their licensing with an independent advisor, they negotiated a third-party support agreement that resulted in 10 million Euros in savings over three years.

Background: The company had certified its Oracle Unlimited License Agreement (ULA) and sought to reduce ongoing support costs.

Actions Taken:

  • Licensing Assessment: A full review identified compliance risks, which were mitigated before switching to third-party support.
  • Provider Selection: Several third-party providers were considered before selecting the one that offered the best combination of services and cost.
  • Implementation: The transition was carefully managed to minimize disruption.

Outcome: The move to third-party support resulted in substantial cost savings while maintaining an acceptable support quality level.

11. Negotiating with Third-Party Oracle Support Vendors

Negotiating with third-party support vendors can help you achieve additional cost savings and tailor the support to your needs:

  • Expect Savings: Start by expecting pricing to be about 50% less than Oracle’s, but negotiate for further reductions if possible.
  • Evaluate Multiple Providers: Engaging multiple providers gives you more leverage to negotiate a better deal.
  • Clarify Needs: Clearly outline your requirements, including SLAs, support scope, and business needs. Tailored services often lead to better pricing.
  • Early Negotiation: Start negotiations at least 6-12 months before your Oracle renewal date to give enough time for planning and transition.

Conclusion

Oracle third-party support offers a viable and often cost-saving alternative to Oracle’s official support, especially for organizations looking to reduce operational costs, support legacy systems, or gain more flexibility in their support structure. With key players like Rimini Street and Spinnaker Support, third-party providers have become established options for many businesses.

However, switching to third-party support requires careful consideration of compliance, security, and support needs. Engaging an independent Oracle licensing expert, evaluating your current licensing, and understanding the scope of

Author

  • Fredrik Filipsson

    Fredrik Filipsson brings two decades of Oracle license management experience, including a nine-year tenure at Oracle and 11 years in Oracle license consulting. His expertise extends across leading IT corporations like IBM, enriching his profile with a broad spectrum of software and cloud projects. Filipsson's proficiency encompasses IBM, SAP, Microsoft, and Salesforce platforms, alongside significant involvement in Microsoft Copilot and AI initiatives, improving organizational efficiency.

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