Last week Oracle announced a revision to their Cloud Applications Support . At first glance it looks great, anything that gives the customer more is welcome.
I haven't seen a lot of commentary on this but I like this from Denis Beagle from my friends at Diginomica oracle-announces-autonomous-services-media-day, he talks about it being paid for from the actual subscription costs. I totally agree with that statement but actually think Oracle is moving some of the role of implementation and customer success into support. This makes sense, when Oracle only had a few customers they could have named people in these roles but as the size and quantity of deals has grown the roles have been stretched. Smaller customers are now managed off shore and to move some of their remit into support is an obvious step.
More of interest to me is the paid for support. The company I work for has a post go live support offering for Oracle Applications and have found it very appealing for those to want to continue taking up the continuous innovation and have a consultant at the end of the phone. This is especially important during upgrade times and the new move to quarterly updates will change the way customers look at their systems.I don't think Oracle is offering that but time will tell.
|Thanks to Tim Warner Certus-Solutions|
In fact I am currently on a tour of our customers talking about the key changes relevant to them in the last major, traditional upgrade to R13. Knowing their implementations we can filter out the changes we don't think are relevant to them and it makes it a much more focused conversation. But for all of them understanding the new regime takes a little getting used to.
Finally in this look at support, I also read about an agreement between Rimini Street and Salesforce for their cloud applications . It was a big surprise but made me think, would we ever see one between Oracle or SAP and Rimini Street?