Supporting our Customers

If you follow the IT press you should know that Oracle has now acquired 30+ companies over the last few years. If we look more careful it seems that we have not completed this journey yet.  The strategic acquisitions added a lot of technical expertise to the Oracle family and this family has grown rapidly over the time.

For you as customers this change brings a lot of changes in the way to work with support. This is exactly the challenge we are trying to solve at the moment.  

Since last year Support embarked on a mission to consolidate all support systems, processes and knowledge into ONE single system.  Internally we call this project 'Orion'.
For the customer this should bring one face to support  (MetaLink 3.0)  with one standard (internal) process to deal with.  Internally this means that all 5000+ support people, 10+ problem/knowledge management systems will move to one single call-center software based on standard Siebel software (yep we drink our own champagne as Tom (Siebel) used to say) 

Till now (November 2008), we consolidated PeopleSoft/JDE, Hyperion and Siebel in MetaLink 3.0 and we have launched 'My Oracle Support' providing you with a flavor of new features and a new interface for the 'traditional' Oracle bloodstream.  In fact we now have 2 systems (or 3 if you count the classic interface from MetaLink 2).  In 2009 we will see the finalization of this huge project when the Oracle eBusiness Suite and the Oracle Server teams migrate.

From then we are 'again' one big support community supporting all your products/solutions through One support process....