Oracle to benchmark its customer support against SAP's

In a sign of how critical Oracle views its annual maintenance business, Oracle is conducting a benchmarking study to see how well its maintenance and support services stack up against SAP's. A solicitation has appeared on the OAUG web site:

The Oracle Applications Users Group (OAUG) and the Oracle Support organization are partnering to determine the effectiveness of how Oracle Support reaches end users — from the time a support contract is signed and the customer receives a welcome letter through to logging a service request and securing resolution. The OAUG and Oracle would like to interview customers that run Oracle and SAP products and are willing to share experiences about both support organizations. The ideal customer candidates should have experience with both support organizations.

If you want to participate, follow the link to get the email contacts.

This benchmarking study is another salvo in the battle between SAP and Oracle. It follows SAP's sharp comments last week, designating Oracle's product strategy as "Project Confusion," and Larry Ellison's veiled threats to SAP concerning SAP's acquisition of TomorrowNow, a PeopleSoft third-party support organization.

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