Introduction: What Is Third-Party Oracle Support?
Third-party support for Oracle software refers to maintenance and support services provided by an independent vendor instead of Oracle itself. In this model, enterprises with valid Oracle licenses can receive help from a third-party provider for issues, bug fixes, and guidance on Oracle products – without an active contract with Oracle.
These providers cannot deliver Oracle’s proprietary patches or new version upgrades, but they offer workarounds, custom code fixes, and dedicated support to keep systems running.
Third-party support has gained traction as a legal alternative to Oracle’s Premier Support, especially for organizations looking to cut costs or run stable, legacy systems.
Industry research shows many businesses are turning to third-party support due to rising vendor maintenance fees and the need for more flexible support options.
Key Drivers for Switching to Third-Party Support
Organizations consider third-party Oracle support for several strategic reasons. The primary driver is cost savings – third-party providers typically charge about half of Oracle’s annual support fees.
This can translate to a 50% (or more) reduction in yearly maintenance costs, freeing the budget for innovation and digital transformation projects.
Other key motivators include:
- Avoiding Annual Increases: Oracle’s support fees (around 20-22% of license cost per year) often rise yearly. Third-party contracts can eliminate these automatic hikes, helping IT keep budgets flat. Gartner notes this cost reduction can be a “quick win” to meet budget-saving goals.
- Maximizing ROI on Stable Systems: If an Oracle product is mature, stable, and meets business needs, companies may see no compelling reason to upgrade. Third-party support lets them safely extend the life of these systems without paying for unwanted new releases. For example, when Oracle Database 12.1 hit end-of-support, many users chose third-party support to maintain their environment rather than incur the cost and disruption of an upgrade.
- Funding New Initiatives: The significant OPEX savings (often 50% or more) can be reinvested elsewhere. Companies have used support savings to fund cloud migrations, new ERP modules, or other digital initiatives. One global retail chain that switched to third-party support redirected the saved funds into digital transformation projects, accelerating innovation while still keeping their Oracle systems supported.
- Flexibility and Focused Support: Third-party vendors offer more flexible, customer-centric support arrangements. Contracts can be tailored in length and scope, and providers often assign dedicated engineers familiar with the client’s environment. Gartner observes that independent support can increase flexibility with customized terms and better access to specialized skills. Many providers also support customizations and add-ons that Oracle’s standard support might refuse to troubleshoot, delivering a more personalized service experience.
How Third-Party Support Differs from Oracle Premier Support
While third-party support replaces Oracle’s official support, it’s important to understand what changes when you switch.
Key differences include:
- Patches and Updates: Under Oracle Premier Support, customers receive regular product updates, security patches, and upgrade scripts as part of the service. With third-party support, you lose access to Oracle’s new patches and upgrades. Third-party providers cannot distribute Oracle’s proprietary updates. Instead, they focus on helping you run your current software version reliably. This means Oracle does not automatically have quarterly patches or version enhancements. However, top third-party providers mitigate this by developing their fixes and security workarounds for known issues. They address vulnerabilities (e.g., critical CVEs) by quickly providing custom patches or configuration changes rather than making you wait for Oracle’s quarterly CPU patch cycle. Still, companies must weigh the risk of not having Oracle’s official updates – especially for zero-day security threats – against the provider’s ability to secure the system.
- Access to Support Portals and Knowledge Base: Oracle’s Premier Support includes My Oracle Support (MOS) – an extensive portal for knowledge articles, documentation, and downloading patches. When leaving Oracle support, MOS access is revoked. You can no longer download new patches or view Oracle’s proprietary knowledge solutions for issues. Third-party vendors counter this by giving clients access to their knowledge bases and support portals. For example, providers maintain libraries of known issue resolutions and documentation tailored to Oracle environments. They often hire former Oracle engineers who bring expertise and can often resolve problems without needing Oracle’s internal resources. The support experience shifts from Oracle’s self-service model – where Oracle might point you to a document or advise an upgrade– to a more hands-on model where the third-party support team actively works on a fix or workaround.
- Software Updates and New Features: Under Oracle support, customers can upgrade to newer software releases (e.g., moving from E-Business Suite R12.1 to R12.2 or Database 19c to 21c) without buying a new license. Third-party support does not include rights to the new Oracle version. If you plan to upgrade to a later Oracle release, you would likely need to return to Oracle support (and pay any back support fees) or license the new version. Thus, third-party support is best suited for organizations comfortable staying on their current software version for a while. Many third-party-supported customers deliberately “freeze” their Oracle environment at a certain release that is stable and meets their needs.
- Support Scope and Customizations: Oracle’s Premier Support covers the standard software functionality that is delivered. Customizations, extensions, or integrations are typically not supported by Oracle – they may ask you to reproduce issues in an uncustomized environment. In contrast, third-party support will troubleshoot and support custom code and configurations as part of their service. Their engineers will work on resolving issues in the context of your actual system, even if it is heavily customized, which can be a big advantage for companies with unique setups. Additionally, third-party providers often support older versions long past Oracle’s official end-of-support dates. For instance, Oracle might declare an ERP version out of Premier Support (forcing customers to upgrade or pay for Extended Support). In contrast, a third-party firm will continue fully supporting that “legacy” version for as long as the client needs – providing patches/workarounds even when Oracle no longer does.
- Service Levels and Responsiveness: Oracle’s support model can be complex and, at times, less responsive due to its scale. Oracle uses severity levels for incidents but often does not guarantee specific response/resolution times in standard SLAs. Many users have experienced Oracle support responses advising them to apply patches or upgrade, with the onus on the customer to figure out the solution from documentation. In contrast, third-party support firms emphasize personalized service, typically offering contractual SLAs for response and resolution times. Clients get named support engineers or teams who become intimately familiar with their environment. The support interaction is more proactive and consultative (a “how can we help?” approach rather than Oracle’s “do it yourself” knowledge base approach). This often leads to faster issue resolution and a more predictable support experience.
In summary, Oracle Premier Support is comprehensive regarding product updates and official resources. In contrast, third-party support is focused on keeping your current systems running smoothly with personalized service.
You trade off the steady stream of Oracle’s new patches/upgrades for cost savings, flexibility, and more hands-on help on your existing software.
Risks and Compliance Considerations
Switching to third-party support introduces certain risks and compliance factors that enterprises should carefully consider:
- Loss of Official Updates: Perhaps the biggest risk is losing access to Oracle’s official patches, fixes, and security updates. Over time, as new vulnerabilities or bugs are discovered, you must rely on your third-party provider to address them (since you cannot apply Oracle’s patches released after your support contract has lapsed). This is a serious concern for some companies, especially in security-sensitive industries. You’ll need confidence that the provider can deliver timely security mitigations or that your systems can be otherwise hardened. Missing Oracle updates could impact compliance in regulated environments if auditors expect systems to be up-to-date with vendor patches. Mitigation strategies include robust perimeter security, strict access controls, and ensuring your provider has a solid security response process.
- License Compliance and Audit Exposure: Using third-party support is legal, but organizations should review their Oracle license agreements. Ensure that you remain compliant with license terms (e.g., not using more licenses or features than entitled) because Oracle may still audit you. Some industry experts note that Oracle might increase audit scrutiny on customers who leave its support, looking for compliance gaps to levy fees. While Oracle cannot cancel a perpetual license just because you switched support, you must stay within your license usage limits to avoid any “unlicensed usage” claims. Additionally, if you ever decide to return to Oracle support, Oracle typically charges backdated support fees plus a reinstatement penalty for the lapsed period. This can be a significant one-time cost, so it’s a factor to plan for if there’s a chance you’ll go back.
- Contractual Restrictions (Matching Service Levels): Oracle’s contracts have clauses that can complicate a partial move to third-party support. For example, Oracle’s “matching service levels” policy requires all licenses of a certain product family to be under the same support level. This means you cannot typically keep some databases on Oracle support while dropping others if they are under the same license umbrella – Oracle would insist you either support all or none for that product family. Violating such policies could mean Oracle refuses to support the remaining products. Therefore, compliance may require an all-or-nothing decision for related products. Reviewing your support agreements and understanding which products are tied together by such clauses before dropping any Oracle support is crucial.
- No New Features or Enhancements: With third-party support focusing on maintenance, you won’t receive new product features, versions, or innovation from Oracle. If your business needs change, such as a new Oracle release or cloud service becomes necessary, you might face a gap. Some companies mitigate this by timing their support switch – e.g., staying with Oracle until a critical upgrade is done, then moving to a third party for the steady state period. Planning for the future is key: if there’s a possibility you’ll need a major Oracle upgrade in a year or two (say for regulatory or business reasons), ensure your roadmap aligns with your support strategy. You may need to budget to rejoin Oracle support or find alternative solutions for new capabilities.
- Vendor Relationship and Support Ecosystem: Using third-party support can strain your relationship with Oracle. While Oracle cannot penalize you beyond support withdrawal, you might lose some “goodwill” or incentives Oracle offers its paying support customers (like free training or favorable terms on other purchases). Oracle sales teams have been known to strongly discourage third-party support, sometimes implying dire consequences or spreading FUD (fear, uncertainty, doubt). Enterprises should be prepared for possible pushback from Oracle, including potential pressure during license audits or renewal negotiations of any remaining Oracle contracts. It’s wise to document everything and involve legal advisors if Oracle tries unsanctioned pressure tactics.
- Compliance with Provider’s Methods: Ensure the third-party provider operates in a legally compliant manner. The well-known Oracle vs. Rimini Street lawsuit showed how a provider obtaining patches or updates can cross legal lines. Rimini Street was found to have infringed Oracle’s intellectual property by downloading Oracle materials for clients in unauthorized ways, leading to court injunctions. Reputable providers now adhere to strict protocols (using only customer-owned materials and publicly available fixes). As a customer, you should verify that your provider has no active legal disputes with Oracle and follows ethical practices to avoid indirect liability or service disruption.
In short, the risks of third-party support revolve around losing Oracle’s direct update stream, managing license obligations, and planning for future needs or a potential return to Oracle.
These can be managed with due diligence. For example, many firms using third-party support keep a close eye on Oracle’s product announcements and security bulletins (even without a support contract) to stay informed.
Best practices include regular internally driven patch assessments, strong backup strategies, and documentation of any changes while using third-party support.
Organizations in highly regulated industries should also ensure that the chosen provider meets industry support and data handlingstandards. Careful attention to these areas can help you enjoy the benefits of cost and service while keeping risks in check.
Top Third-Party Support Providers for Oracle
Over the past decade, several firms have emerged as leaders in the Oracle third-party support market.
Here is a comparative look at some of the top providers, their offerings, and their industry reputation:
- Rimini Street: Founded in 2005, Rimini Street is the largest and most well-known third-party support provider for Oracle (and SAP and other enterprise software). Rimini Street supports various Oracle products – from databases and middleware to applications like E-Business Suite, PeopleSoft, JD Edwards, Siebel, Hyperion, and more. The company has a global presence and over 3,000 active clients as of 2024, including many Fortune 500 companies. Rimini is known for a proactive support model and deep expertise (they employ many former Oracle engineers). Clients often choose Rimini for its comprehensive support capabilities and long track record. Nonetheless, its large client base and broad service offerings (it even provides global tax, legal, and regulatory updates for Oracle HR/Payroll systems) keep Rimini Street a top choice for many looking to replace Oracle’s support.
- Spinnaker Support: Spinnaker Support is another leading independent provider, often seen as Rimini Street’s chief competitor. Spinnaker, established in 2008, supports Oracle databases and applications (as well as SAP). They emphasize quality and personalized service, employing highly skilled staff, including former Oracle developers. Spinnaker’s services span technical support, troubleshooting, and even some managed services or consulting around Oracle products. The company has a reputation for being flexible in crafting contracts and support solutions to meet specific client needs. Many customers praise Spinnaker’s responsiveness and willingness to tailor support – a factor that has earned them a loyal client base. With over 1,000 clients globally, Spinnaker is smaller than Rimini but growing steadily. Notably, Spinnaker has managed to avoid the high-profile legal conflicts that Rimini faced, positioning itself as a “safer” alternative regarding Oracle’s tolerance. Spinnaker Support is a strong contender if your organization values a more boutique support feel with strong Oracle technical expertise.
- Support Revolution: Support Revolution is a UK-based third-party support provider offering Oracle and SAP products services. They differentiate largely on price, often providing the most cost-effective quotes. Support Revolution achieves its low pricing with a globally distributed support model – it leverages many support engineers in India and other low-cost locations. This helps them offer fees even lower than those of larger rivals. Support Revolution is smaller in scale than Rimini or Spinnaker, and it relies on a mix of in-house staff and contractors. Clients who opt for Support Revolution are typically very cost-conscious midsize enterprises or public sector organizations that need to trim support spending while still getting acceptable service. The trade-off may be that their support might not have the same breadth of expertise or proprietary tools that the bigger firms have, but many customers report it as a viable, value-for-money choice. As with any provider, checking references is key, but Support Revolution has built a niche for those seeking maximum savings.
- Others: Besides these three, the third-party support market has other players specializing in certain Oracle product lines or regions. For example, Alui focuses on Oracle Hyperion and enterprise performance management support, and has been noted for its niche expertise in financial software support. US Cloud is a company that initially specialized in Microsoft support but has expanded into Oracle and SAP support, marketing itself as a fast-growing competitor in this space. Regional providers and smaller firms also support specific Oracle applications (like JD Edwards or Oracle Retail). When evaluating providers, it’s important to consider their experience with your specific Oracle products, their client base in your industry, and their financial stability. Each provider has unique strengths – for instance, some might bundle third-party support with additional managed services or cloud hosting, which could be attractive if you seek a one-stop shop. On the other hand, ongoing legal/operational risks should be weighed; for any provider you vet, review their legal history with Oracle (if any) and ensure they have a sustainable business model. Ultimately, the best provider is one whose expertise, service quality, pricing, and cultural fit align with your organization’s needs.
Adoption Trends and Success Stories
Third-party support for enterprise software, once a relatively uncommon approach, has now firmly entered the mainstream. Adoption has accelerated as IT leaders grow more comfortable with the model and as economic pressures mount.
According to Gartner research, deals involving third-party software support made up 45% of all enterprise software support deals in 2021 across North America, EMEA, and APAC—a huge jump from just 27% the year before.
This trend is attributed to several factors, including post-pandemic budget pressures, inflation, and a push for IT cost optimization amid global economic uncertainties. In essence, more organizations view independent support as a viable, even routine, option to cut costs while maintaining their legacy systems.
Gartner has even predicted that the third-party support market will triple in size within a few years, given the momentum, and advises CIOs and procurement teams to always consider third-party maintenance as a cost-saving lever.
Real-world case studies highlight the tangible benefits enterprises have reaped by switching from Oracle Premier Support to a third-party provider:
- Global Manufacturer Saves 60% Annually: One large manufacturing company moved its Oracle ERP support to a third-party provider (Rimini Street) and achieved a 60% reduction in annual support costs. The savings amounted to millions of dollars and were redirected into modernizing the company’s supply chain systems. In addition to cost reduction, the manufacturer benefited from more personalized service – the third-party provider supported the heavily customized ERP environment without pushing upgrades. This improved system uptime and performance because the support team could resolve issues within the context of the customized system, rather than saying “unsupported customization” as Oracle might have.
- Retail Chain Funds Innovation with Savings: A global retail chain switched several Oracle Database and PeopleSoft applications to third-party support and saved a substantial sum, which was then used to fund new digital initiatives. The case study notes that with the dedicated third-party engineers assigned, the company saw faster issue resolution for their Oracle systems and support that aligned better with their business operations (the support team understood their customizations and business schedule, reducing downtime during critical retail seasons). Essentially, the move cut costs, improved the support quality, and allowed the IT department to contribute more to business innovation – a win-win outcome.
- Public Sector and Education Successes: Numerous public sector agencies and universities – often facing tight budgets – have also reported success with third-party support. For instance, the University of Hull (UK) and the City of Flint, Michigan (USA) publicly shared that moving to third-party support for Oracle applications saved significant taxpayer money while keeping their systems stable and compliant. They highlight satisfaction with the responsiveness of the independent support teams and no loss of functionality even years after leaving Oracle support (since their needed patches were provided by the third-party or not needed due to stable usage patterns). These success stories underscore that with proper planning, third-party support can be a long-term solution, not just a short-term cost dodge.
- Adoption in Cloud Migration Strategies: A growing trend is using third-party support as a bridge during cloud migrations. Organizations planning to migrate from Oracle on-premises systems to cloud solutions (Oracle Cloud or non-Oracle platforms) often face a multi-year journey. During this transition, continuing to pay Oracle for full support on a system destined for retirement can feel wasteful. Third-party support allows these companies to keep the legacy system supported at half the cost while they execute the migration. Gartner observed that many enterprises in cloud projects kept their older Oracle systems running via third-party support until the new solutions were ready, saving money and avoiding vendor lock-in. This has been especially useful for those migrating to SaaS alternatives or modern ERP systems – they can fund part of the migration with the maintenance savings.
These examples illustrate that third-party support is not a fringe idea but a proven strategy that many enterprises across industries have successfully employed.
Substantial cost savings, equal or better support service, and the ability to reallocate resources to strategic projects are common themes in success stories.
Of course, it’s also important to note that not every story succeeds. There have been cases where organizations faced challenges (for example, if a third-party provider struggled with a very niche product issue or if internal teams were unprepared to operate without Oracle’s updates).
Thus, analyzing case studies similar to your situation and possibly even starting with a subset of systems (a phased adoption) can help mitigate risks. Overall, the market data and case study outcomes indicate a growing acceptance of third-party support as a standard tool in the IT cost optimization toolkit.
Strategic Considerations: When to Switch and When Not To
Deciding whether to switch from Oracle’s Premier Support to a third-party support provider is a significant strategic choice. It’s not a one-size-fits-all decision – it makes sense for certain scenarios and not others.
Below, we outline when it’s advantageous to consider third-party support and when staying with Oracle (or returning to Oracle) might be the wiser move:
- When Third-Party Support Makes Sense:
- Stable, Mature Environments: If your Oracle software environment is stable and mature and does not need frequent updates or new features, third-party support is particularly well-suited. This often applies when you’re running an older version (that still meets business needs), and Oracle’s new releases don’t offer compelling benefits for you. In such cases, paying Oracle’s full support for essentially “keeping the lights on” yields low value – a third party can do this more cost-effectively while fully supporting your current version.
- Cost-Cutting Mandates: Organizations under pressure to reduce IT operating costs can use third-party support as a quick way to slash expenses without shutting down any functionality. If annual support fees are consuming a budget that could be better used elsewhere, a switch can immediately free up funds (often 50% of your support bill). This is especially sensible if the savings can prevent cuts in other critical areas or can be invested in modernization that provides future value.
- End-of-Life or Sunset Systems: For Oracle systems nearing end-of-life in your roadmap (perhaps to be replaced by a different software or decommissioned in a couple of years), continuing Oracle’s expensive support might not make sense. Third-party support can cover the remaining life of the system at a lower cost and even extend support beyond Oracle’s cutoff. For example, if you plan to retire an on-prem Oracle CRM after moving to a cloud CRM in 2 years, third-party support during those 2 years can save cost while ensuring the old system remains stable for the interim.
- Heavily Customized Solutions: If you have Oracle applications with many custom modifications and have found Oracle’s support less than helpful (since they often blame the customization or demand issues be reproduced on vanilla setups), a third-party provider might serve you better. Third-party support will troubleshoot and fix issues in your customized environment and even create custom patches for those modifications. This can reduce downtime and frustration for the IT team because you have a partner who doesn’t treat customizations as “not our problem.”
- Vendor Diversification Strategy: Some enterprises adopt third-party support as part of a larger strategy to reduce dependence on Oracle. If you feel “locked in” to Oracle’s ecosystem and costs, moving support to a third party introduces a form of competition. It sends Oracle a message and may give you leverage in other negotiations. It also gives you an outside perspective on managing your Oracle software, which can spur new optimizations (third-party firms often suggest performance tweaks or usage adjustments that Oracle support might not volunteer). For organizations pursuing a multi-vendor strategy or transitioning away from Oracle entirely, third-party support is a stepping stone that provides continuity while you execute long-term changes.
- When Staying with Oracle (or Returning to Oracle Support) Is Better:
- Frequent Upgrades and Innovation: If your business relies on having the latest Oracle features and versions, you’ll need to stick with Oracle support. For example, if you must upgrade your Oracle Database annually to leverage improvements for performance or if an Oracle SaaS integration demands you stay current, Oracle’s support is necessary to obtain those updates. Third-party support, by nature, freezes you on your current version (aside from emergency fixes). In a competitive industry where software innovation is crucial (say, adopting new Oracle Cloud applications or AI/ML features in the database), the value of staying on Oracle’s upgrade path may outweigh the cost savings of third-party support.
- Unresolved Product Issues Requiring Oracle: Some situations simply require Oracle’s development team intervention – for instance, a newly discovered critical bug in the software that no workaround can address. Anticipate needing Oracle’s R&D to deliver fixes (perhaps because you’ve hit such issues in the past). You might be better off under Oracle Premier Support, where you can log Service Requests that escalate into Oracle’s engineering pipeline. Third-party providers do their best but don’t have access to Oracle’s source code or internal dev teams. They can only provide workarounds or try to develop a custom fix. In cases where only Oracle can truly resolve a core product flaw (e.g., a deep Oracle kernel bug), being on Oracle support is an advantage.
- High Regulatory or Compliance Requirements: In highly regulated sectors (finance, healthcare, government), there may be external expectations that critical software is maintained with official vendor support. At the same time, it is not a legal requirement per se; auditors or regulators might view vendor-issued security patches as a compliance need. If your Oracle system holds sensitive data and a cybersecurity framework demands you apply vendor patches within a certain timeframe, going off official support could raise questions. Some organizations in these sectors use third-party support, but they must work harder to demonstrate equivalent controls (like rapid third-party security patches or compensating controls). If that battle is too steep, maintaining Oracle support for peace of mind (or stakeholder comfort) might be justified for particular systems.
- Bundle Deals or Discounts Tied to Support: Oracle sometimes offers discounts or perks in other areas (licenses, cloud credits, etc.) contingent on maintaining support. For example, an enterprise might get a better deal on an Oracle Unlimited License Agreement (ULA) or a cloud subscription because it kept certain products under Premier Support. If you have such arrangements, dropping support could have knock-on costs that negate the savings. Similarly, if your Oracle environment is still expanding – say you plan to implement new Oracle modules – staying with Oracle support can make integration easier (Oracle often provides extra assistance or migration tools to paying support customers). Evaluate the broader relationship: if leaving Oracle support on one product will jeopardize a strategically important partnership with Oracle, the trade-off may not be worth it.
- Short-Term Needs or Uncertainty: If you’re unsure about the future of a system or only need a short-term bridge, sometimes sticking with Oracle on a monthly or yearly basis is simpler. For instance, if you expect to decommission an Oracle system in 6-12 months, switching to third-party for that brief period might be more hassle than value – Oracle support could be retained until the system is gone (perhaps via Oracle’s Sustaining Support which, while not giving new patches, at least keeps access to MOS and Oracle help for known issues). Also, if your organization hasn’t fully studied the impact of third-party support, rushing into it could be risky. In such cases, it might be prudent to delay switching until you have a clear plan (or try a pilot on a non-critical system first).
In sum, third-party support makes the most sense when your Oracle environment is stable, cost pressure is high, and you don’t need Oracle’s continuous stream of updates. It is an excellent strategy for legacy systems and cost optimization initiatives.
On the other hand, if you live on the cutting edge of Oracle technology or operate in an environment where official support is a must-have safety net, sticking with Oracle is the safer course. Some companies adopt a hybrid approach: keeping Oracle support for strategic systems and using third-party support for others to balance risk and reward. The key is to evaluate each system’s role, future roadmap, and risk tolerance.
As the Redress Compliance FAQ aptly states, before deciding, evaluate the stability of your current Oracle environment, your long-term software needs, the provider’s expertise, and the potential costs of transitioning back, if necessary.
Common Myths vs. Reality of Third-Party Support
Despite its growing popularity, several myths and misconceptions persist around third-party Oracle support.
Let’s debunk some of the common myths and contrast them with the reality:
- Myth #1: “Third-Party Support Isn’t Legal, or Oracle Will Cancel Your License.”
Reality: This is false. If you have a valid, perpetual Oracle license, you can use that software with any support provider you choose – there’s nothing illegal about it. Third-party support is a legitimate industry, and courts have upheld customers’ rights to seek independent support (though providers must operate within IP laws). Oracle cannot terminate a perpetual license just because you left their support; it is yours if you comply with its terms. The origin of this myth comes partly from Oracle’s aggressive stance in the Rimini Street lawsuit and its marketing tactics that imply “only we can support our products.” In reality, as long as neither you nor the provider violates Oracle’s intellectual property (e.g., unlawfully downloading software patches), you are not breaching any contract using third-party support. Many Fortune 500 companies openly use third-party support today, which is a testament to its legitimacy. Do be aware of Oracle’s “matching service levels” policy, though – Oracle may refuse to support some of your licenses if you drop support on related licenses. That is a contractual issue to manage, not a legal prohibition. In short, third-party support is 100% legal when done properly – Oracle would prefer you not use it, but they have no right to penalize your license. - Myth #2: “You Won’t Get Any Updates or Security Patches if You Switch.”
Reality: You forfeit Oracle’s official updates and patches by leaving Oracle Premier Support, but that does not mean your system will stagnate or become insecure. Third-party providers recognize this concern and have robust methods to keep your software secure and up-to-date. They provide custom patches, fixes, and workarounds for bugs and security vulnerabilities. For example, suppose a critical Oracle database vulnerability is revealed. In that case, a good third-party provider will quickly analyze it and give you a patch script or mitigation (such as a configuration change, a firewall rule, or a code fix) to plug the hole – often faster than Oracle’s next quarterly patch. Providers also supply updates for things Oracle doesn’t cover in standard support, such as performance improvements or interoperability fixes for your specific environment. It is fair to say you won’t get new features or major version upgrades – those are exclusive to Oracle’s support. However, third-party support can deliver solutions for the updates that truly matter (security and stability). Many clients report that after switching, they continue receiving all necessary patches (just from their provider instead of Oracle) and don’t feel “out of date.” The key is ensuring your provider has a strong track record in issue resolution and security response. - Myth #3: “The Quality of Support Will Be Lower (You’re Losing Expert Help).”
Reality: Many assume that Oracle, as the software creator, must offer the best support – and that an independent provider couldn’t match that level of expertise. In reality, third-party support quality often exceeds the vendor’s support in customer satisfaction. Third-party firms specialize in support; their entire business model depends on delivering excellent service to retain clients. They often hire ex-Oracle support engineers and product experts, so the technical know-how is on par. Where they surpass Oracle is in service approach: independent providers typically offer more personalized, responsive, and proactive service. You won’t be just one of thousands of SRs in a queue. Instead, you might have a named account manager and a small team who know your environment intimately. Issues are frequently resolved faster because the third-party support isn’t juggling as many competing priorities and won’t make you self-solve via support docs. Numerous surveys (including Gartner Peer Reviews and others) show that customers of third-party support report equal or higher satisfaction than their previous vendor support experience. Of course, not all providers are equal – you should vet the provider’s reputation. But the myth that you lose “expert Oracle help” isn’t true; you gain different expertise, often from the same people who once worked at Oracle, who are now giving you more attention. - Myth #4: “Oracle Will Never Let You Back or Will Punish You Later.”
Reality: Some fear that they will burn a bridge if they leave Oracle support and can never return if needed. It’s important to clarify that Oracle will take you back – but at a price. The typical Oracle policy is that if you want to reinstate support after a lapse, you must pay the back support fees for the period you were out, plus a reinstatement fee (penalty). This can be expensive, but it’s not a permanent ban. Many organizations have left and later rejoined Oracle support (for example, when planning a major upgrade) by paying these fees. Oracle sales will, of course, try to discourage leaving in the first place by highlighting these costs. As for “punishment,” aside from the fees, Oracle might drive a hard bargain on future contracts (they’ll know you left to save money). However, Oracle also wants to win business – if you have a new project involving Oracle products, they won’t refuse to sell or support you just because you left support on older systems. They might even offer incentives to lure you back. The relationship may be strained, but it’s ultimately transactional. If returning to Oracle support makes sense for your business down the road, you can do so (just budget for the additional cost). Some companies negotiate a support reinstatement cap or waiver as part of leaving – e.g., if they agree to some new Oracle purchase, Oracle waives past support fees. Such deals can be complex, but it illustrates that nothing is irreversibly “broken” by using third-party support. The myth that Oracle will blacklist you is exaggerated; Oracle cares about revenue, and if you represent future revenue, they will engage with you, albeit firmly. - Myth #5: “Third-Party Support is Only for Software That’s End-of-Life.”
Reality: While it’s true that many companies first consider third-party support when Oracle declares a product end-of-life or out of Premier Support, it’s not the only use case. Third-party support can also be leveraged for current, in-life products if the situation warrants it. For example, you might be running Oracle E-Business Suite 12.2 (fully supported by Oracle) but choose third-party support because Oracle’s support quality is lacking and the costs are too high for the value received. No rule says you must wait until software is obsolete to switch. Gartner recommends evaluating third-party maintenance when considering support contract renewals, regardless of product life stage. Of course, one should be more careful if the product is still evolving – you’ll miss new features – but if your use of it is steady-state, you can still benefit. Many organizations have moved relatively recent software to third-party support, not just old versions. It all comes down to your upgrade plans and satisfaction with Oracle. So, the reality is that third-party support is viable for a broad range of scenarios, not solely those at the tail-end of a product’s life.
By dispelling these myths, enterprise IT teams can approach the decision about third-party support with a clear, fact-based perspective. Independent support can provide high-quality service, significant savings, and continued security—without legal or operational disaster—as long as it’s aligned with the organization’s needs and the provider is chosen carefully.
Oracle’s behavior (marketing and sales tactics) has understandably sown some fear, but thousands of companies have cut the cord from Oracle support and are thriving with third-party support.
Knowing the truths behind the myths will help you make an informed, confident decision about whether this path is right for your Oracle environment.
