A Comparison of Traditional Oracle and SAP Support
and Modern Third-Party Support
Automation and self-service can be of real benefit in our everyday lives. Calculating prices, requesting billing information, or ordering concert tickets are perfect applications because they have well-defined objectives with a limited selection of choices. Software support, on the other hand, with all its complexities and frustrations, will never be well suited to automation and self-service.
And yet that is exactly the model that Oracle and SAP are delivering to their customers for a premium, annual price. Over the past decade, as connection speeds and search technologies have improved, software publishers have trimmed their support costs by replacing live services with online tools and portals.
As a result, customer dissatisfaction with the traditional support model is mounting. IT employees are spending more hours in search of fixes for identified issues and fewer hours on strategic initiatives. Knowledge bases provide only information, not experienced guidance for stubborn support issues that can involve customisations, interoperability, and security vulnerability protection.
Fortunately, support alternatives are also on the rise. Whether you are looking to reduce your IT support spend, want a markedly improved quality of service, or need to free your budget up for technology aimed at driving growth and innovation, the third-party software support model can help. Third-party support is comprehensive, highly-responsive, and personalised service – at a fair price.