Third-party support

Typically, Oracle and SAP calculate an organisation’s support fees by charging 22% of their its licence fees. That amount is then added to the licence fee and charged on a yearly basis. Many organisations consider their fees too high for the level of support they receive.  

Third-party support providers, like Support Revolution, understand the importance of offering a high-quality service at a reasonable cost. This is why we offer a better level of supportand we typically save our customers between 50% and 90% of what they were paying. 

There are a few third-party support providers out there, so once your organisation has (wisely) chosen to move to third-party support, the next question is: why choose Support Revolution? 

What makes Support Revolution?

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A Proven
Track Record

22+ years in Oracle
& SAP support

An Outstanding
SLA

For both response
and resolution

Cost
Saving

Save a minimum
of 50%

Our
History

Previously An Oracle
& SAP partner

UPGRADE CYCLE

Oracle and SAP provide software and then charge organisations to support it. Income from support fees supposedly funds the vendors’ support teams and innovations in existing products. The reality is the majority of profits fund the development of new products instead.  

Organisations pay support -> vendors use it to fund innovation -> new product gets released -> old product gradually gets less support -> organisations need to upgrade for mainstream support -> repeat. 

Your price increases, despite the amount of support diminishing. Eventually you can be deemed ‘out of support – but you are still paying support fees. That’s regardless of how stable your software is, and how few support tickets you raise. And on lower support tiers, the vendors may not resolve your incident(s) at all. At least, not unless you upgrade. 

The upgrade cycle is a relentless, endless process for Oracle and SAP customers. It’s one with unfavourable outcomes, whichever of these two options your organisation may choose. However, the alternative option is to break the cycle and instead move to third-party support. 

VENDOR TRAPS

Oracle and SAP customers may already be aware of some of the ways the vendors effectively ‘trap’ their customers, such as the upgrade cycle. There’s also threats of a licence audit,. Unlimited Licence Agreements, and. Market Driven Support (and that’s just Oracle). 

The vendors’ traps differ in design, but ultimately yield similar results. The traps are meant to either move customers to the Cloud or software upgrade,; or pay more on support fees, while providing a reduced level of support service. Some traps, like Market Driven Support, can do both.  

In short, these tactics are used to get customers to pay even more, moving in line with the vendors’ plans, not yours. 

Much like breaking free from the upgrade cycle, moving to our third-party support can help lessen the impact of these traps, and even avoid some of them altogether. 

SAVINGS

Our third-party support provides organisations a chance to make substantial savings, without having to compromise on the software and services on which it already relies 

When hearing that we can save customers at least 50% on their Oracle/SAP support bills, some may assume that we do this by providing a reduced service. 

Not so. In fact, we maintain that we can provide an enhanced level of service compared to the vendor, and still save your organisation a minimum of 50% (though last year, we saved our customers an average of 64% on their support bills). 

The money that we can save organisations can range from hundreds of thousands to millions every year; and all of it can be reinvested back into the business. We’re helping our customers invest in their own futures, while also providing a better service. 

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How can Support Revolution change the way you see your support relationship?

A Proven Track Record

During our time in the ERP industry, we have come to understand Oracle and SAP’s products and processes, and we have built up focused teams of technical experts, both knowledgeable and dedicated to their crafts. We have opened offices in the UK, India, Russia, and the Middle East, which has given us global coverage to provide our exceptional service worldwide and 24/7.

Our teams work closely with each customer, so that we can better understand their systems and specific requirements. We work in partnership with our customers, making it our goal to provide a truly bespoke and worthwhile service.

We have designed our internal processes to follow the practices of ITIL and our ISO 9001 and ISO 27001 certifications. Using these measurements of as the ‘base level’ of quality within our organisation, we can far exceed Oracle and SAP’s support guidelines.

Although we can exceed their level of support service, we always ensure that our technology and delivery teams follow Oracle and SAP’s development standards.

We can provide patches or workaround solutions that do not disrupt the core code of your Oracle/SAP software, which means that if your organisation ever wanted to return to the vendor for support, it can do so without disruption.

An Outstanding SLA

If you contact us with an issue report, you will receive a call or an email from a genuine person. We will provide a clear incident plan, establishing timelines on when you can expect a response and a resolution.

We will fix the incident for you, rather than expecting you to find your own answers, and where necessary, we will develop and provide the patches you need to get your systems back to Business as Usual (BAU) status.

In the very unlikely scenario that we miss our targets for response and resolution, we will provide service credits as a means of recompense – something else that the vendors do not offer.

Cost Savings

 
Our third-party support provides organisations a chance to make substantial savings, without having to compromise on the software and services on which it already relies.

When hearing that we can save customers at least 50% on their Oracle/SAP support bills, some may assume that we do this by providing a reduced service.

Not so. In fact, we maintain that we can provide an enhanced level of service compared to the vendor, and still save your organisation a minimum of 50% (though last year, we saved our customers an average of 64% on their support bills).

The money that we can save organisations can range from hundreds of thousands to millions every year; and all of it can be reinvested back into the business. We’re helping our customers invest in their own futures, while also providing a better service.

Our History

We originally started out in 1998 as an Oracle/SAP consultancy, working alongside the vendors to provide support and maintenance to the customers that needed it.

While this certainly provided invaluable ‘hands-on’ experience with the software itself, the directions the vendors were taking didn’t fit into our own visions of what a support partner should be. Rather than go along with the vendors’ processes, we instead decided to secede from Oracle and SAP, and in 2012, we redefined ourselves as an independent third-party support provider.

The key difference was that we brought with us all the Oracle/SAP knowledge and experience we’d built up since 1998.