Oracle must improve its support and account handling IT
managers surveyed by theUK Oracle User
Grouphave said.
But IT managers surveyed were happy with the company's
technology, particularly PeopleSoft, JD Edwards and the Oracle
server products.
The user group's annual survey of 600 users showed lower levels
of satisfaction in Oracle Support
compared with 2006. One in five user group members surveyed
said they were unhappy with an element of Oracle support. In
particular, IT managers wanted to see improvements from Oracle on
country-level support.
The proportion of users unhappy with Oracle's account teams rose
4% from 10% in 2006 to 14% in 2007.
IT managers also saw room for improvement in Oracle's licensing
policy. Just 15% of respondents said they were happy or very happy
with Oracle licensing, a 5% decrease since 2006. The proportion of
user group members saying they were unhappy or very unhappy
increased to 32%.
Users of Oracle software have previously complained to Computer
Weekly about the company's policy for licensing its flagship
database on virtual server platforms, which allows the server to be
partitioned. IT managers planning to deploy the Oracle database
have to pay the full licence for all processors on a server even if
only a few are used to run the database.
Dissatisfaction with Oracle's global support desks increased
from 7% to 17%. However, Oracle Web Conference/Direct Connect and
Remote Diagnostic support tools were rated highly by those who used
them.
Ronan Miles, chairman of the UK Oracle User Group said overall
levels of customer satisfaction with Oracle were increasing since
2006. "Of particular note is the positive response by the
PeopleSoft and JD Edwards communities to the efforts Oracle has
made during the year following last years survey," he said.