SAP/Oracle support escalation fails users

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SAP/Oracle support escalation fails users

Cliff Saran
SAP and Oracle have been criticised by analyst firm Gartner after a software bug, brought down a major user's installation for 14 hours and led to three months of ongoing problems.

According to Gartner analysts Derek Prior and Betsy Burton, the user experienced an Oracle problem while running a high volume of transactions on its SAP system.

Oracle claimed to have issued a patch for the problem, but Gartner said the user faced more than three months of problem reporting and escalation between the Oracle and SAP support organisations.

Gartner found that there was a "clear lack of communication of the problem resolution and an inadequate escalation process between SAP and Oracle." The analysts also slated the two suppliers for a lack of communication between the Oracle and SAP's technical support staff.

Gartner advised users whose SAP systems could process 40,000 or more transactions per hour to appreciate there was a potential risk in operating an SAP/Oracle system. It suggested that users should take into account unplanned downtime when reporting problems to Oracle and SAP. "Enterprises may have to involve senior management to reinforce the severity of escalated problems," Gartner warned

Commenting on the allegations of poor support Martin Tenk, head of technology at SAP UK disagreed with Gartner's prognosis. "We have a very well established support in our organisation." He said the particular case was unique: SAP and Oracle could not recreate the problem. "This was a one-off event and an unusual situation," he added.

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