Oracle's planned consolidation of support locations is “done and dusted” in most of Europe and complete in Australia, meaning support for “most products” is now done offshore, The Register has learned.
The Register's Australian office has twice approached Oracle seeking clarification of local impacts from our November 2015 report in which the company confirmed a “consolidation” of support resources. On both occasions, we've been told Oracle has no comment to make.
Former or soon-to-be-former Oracle staff, however, have told El Reg that the company has stopped delivering support from Australia and that local teams have been “dismantled.”
It is unclear how many redundancies have been made: our sources quote figures between 50 and 170.
One person familiar with Oracle's support operations told us redundancies include people with 10 or 20 years of experience. “The end result of doing it on cheap, is worse support by people with little or no experience and in areas with a high turnover,” the source told us.
Support is now provided by teams in Egypt, Romania, India and the United States.
Some users don't feel the support is brilliant. Here's what one user told us:
I work for a company that spends millions of dollars a year on Oracle products and two weeks ago [as of March 3rd – Ed ] today I opened a SEV 1 ticket with Oracle's support department. The ticket was something that should have been very simple. It related to dealing with fairly recent CVE on some of their engineered systems. Anyway long story short the SEV 1 ticket is still open and for a simple CVE fix that is very odd to me.
The Register understands that redundancies have touched all levels of Oracle's support operations, with managers and lower-level support workers all let go.
We understand that Oracle staff have been advised not to speak to discuss the matter in public, hence all of the people we spoke to for this story requested anonymity.
Oracle's represented the closure of in-country phone support as a consolidation that will enable better support. Rivals offering third-party support for Oracle software beg to differ and are waiting, Vulture-like, for news of the changed support arrangements. ®