osts are too high. 87% say a slow resolution is somewhat problematic or worse for their organization; only 16% state their initial Oracle support engineer is very skilled when they request help, further delaying time to resolution. Some even say they “always need to escalate to a more skilled engineer” to receive the level of support or attention needed.

Growing Adoption of Third-Party Support to Resolve Vendor Support and Cost Challenges

In response, the latest survey findings reveal that more organizations are actively turning to third-party support to immediately reduce their support fees and address critical and persistent issues. 25% say they are currently using a third-party support partner while 30% are considering it, with the biggest opportunity areas in cloud database management (37%), data migration (36%), performance tuning (34%) and backup and recovery (32%).

“Organizations running Oracle Database depend on system stability,
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