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Oracle must move quickly and decisively to customers’ anxiety and restore confidence in the database maker’s technical service and support organization – particularly with respect to the company’s Sun Microsystems’ software and hardware assets. The latest independent ITIC/ GFI Software (formerly Sunbelt Software) 2011 Global Server Hardware and Server OS Reliability Survey, polled 468 businesses worldwide found It found that Oracle products received the lowest ratings for the quality of its service and support of any of the major vendors. Users gave Oracle products, service and support mixed ratings.

Three out of 10 organizations rated Oracle products, technical service and support as Excellent or Very Good. A nearly equal number of survey participants – 26 percent gave Oracle’s offerings a Good rating, while 25 percent graded it as just Satisfactory. Nearly two out of 10 of the organizations polled, gave Oracle’s products, services and support a negative rating; with 13 percent judging it Poor and the remaining six percent giving it an Unsatisfactory rating.

Oracle Reliability, Service and Support by the Numbers

The reliability of Oracle’s Solaris operating system and the company’s x86 and SPARC servers remains fairly strong and competitive, though their uptime and reliability do not match the leaders in those categories.

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