- US
- €34.8b
- Multinational
- 12000
- Healthcare
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The Problem
This organization, a medical device manufacturer, faced a significant challenge regarding its stable but aging Oracle E-Business Suite (EBS) environment. While the Oracle system was highly reliable, the organization was paying high support fees that provided little value. There was a misalignment between the organization’s IT strategy and execution; it was burdened by “keeping the lights on” for EBS instead of directing resources into initiatives like migrating to S/4HANA.
Oracle’s support model created pressure to perform costly, time-consuming upgrades simply to stay fully supported. The organization’s lean internal team was concerned about continued self-support of its customisations under Oracle’s limited support model. It needed a partner that would take responsibility for delivering comprehensive support and understood the desire to avoid unnecessary upgrades.
The Solution
Following a competitive evaluation against other third-party support providers, the manufacturer selected Support Revolution as its partner. While not the lowest bidder, Support Revolution was chosen for its superior pre-sales education and deep technical expertise. Support Revolution provided a multi-year support commitment for this organization’s EBS landscape, including EBS 12.1.3, Oracle Database 12c, and middleware software. Unlike Oracle, Support Revolution guarantees full support for the current versions for as long as the manufacturer chooses to run them, with no pressure to upgrade.
As a former Oracle partner, Support Revolution leveraged its deep product knowledge to provide a seamless transition, ensuring that business-critical supply chain applications remain supported by expert engineers under industry-leading resolution SLAs.
The Benefits
Significant cost savings and avoidance
- Hard dollar savings: Moving to Support Revolution resulted in hundreds of thousands in direct savings
over 3 years. - Soft dollar savings: Removing the requirement to upgrade the EBS estate, middleware, and databases
achieved an additional $2.0 million in cost avoidance. - Year-over-year reductions: Instead of annual vendor fee increases, the manufacturer secured a 3% annual
reduction in support fees throughout the three-year commitment.
Technical value-adds and security
- Enhanced security posture: Support Revolution provided the licencing, installation, and support for Revolutionary Enterprise Security (Powered by Trend Micro), implementing a “defense in depth” strategy for the EBS landscape.
- In-house software archive: Support Revolution created a client-entitled software archive in-house at no additional charge, a critical benefit that other third-party support providers often require clients to source elsewhere.
- Future-proofing: The contract includes guaranteed interoperability and compatibility solutions to protect against future changes in operating systems or browsers without extra fees.
Support excellence and strategic focus
- Expert access: The organization benefits from unlimited, complimentary Ask the Experts sessions to resolve complex queries.
- Knowledge transfer: The IT team has access to an extensive, searchable knowledge base developed over decades, helping them feel as comfortable as they were with My Oracle Support.
- Strategic alignment: By offloading the maintenance of their legacy Oracle estate, the IT team can now concentrate on high-priority business initiatives, such as the move to S/4HANA, driving greater value for shareholders.
Partnering with Support Revolution was a strategic win. We were burdened by high Oracle fees and the constant pressure of forced upgrades just to stay supported. By switching, we realized $500,000 in direct savings and $2 million in cost avoidance. This gave our team the ‘breathing room’ to focus on our critical S/4HANA migration, knowing our EBS systems are in expert hands.
– Manager, IT Applications