The Oracle Applications Users Group (OAUG) has welcomed Oracle's pledge to provide lifetime support to its products and those acquired from mergers with PeopleSoft - JD Edwards, Retek, Siebel and others.
But the group, whose membership is strongest in the US, called on the software company to publish details on levels of support and costs underpinning the pledge.
The group gives Oracle users a powerful voice. In 2001 and 2003 it was, for example, instrumental in getting Oracle to extend support for version 10.7 of its Applications suite when it was superseded by Oracle 11i.
Following this breakthrough, OAUG established a Support Council on which Oracle is represented, to ensure its members' support needs are met.
The Support Council has been discussing with Oracle the end of support for modules of the 11i Suite, but was taken by surprise by Oracle's latest policy change.
Speaking to Computer Weekly on the need to extend support for 11i users, Patricia Dues, president of the OAUG, said, "Maybe the lifetime support is a better idea. But we need to see more details."
She called for Oracle to define what lifetime support means for users, detail the level of technical assistance available, and publish the cost of lifetime support.
Separately, the Retek Users Group (now called Oracle Retail Users Group), which is concerned with Retek, the retail and supply chain software now under Oracle's control, has formed an alliance with OAUG.