Oracle NAS comes up big -- twice

Rich Castagna, Editorial Director
Ezine

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TECHNICAL SUPPORT

Enterprise: Tech support

Enterprise. We’ve said many times that a solid support system can help a vendor get back into a user’s good

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graces with timely fixes and tech advice. This group of enterprise NAS vendors, led by Oracle’s 7.17 category average, posted the best overall average support score to date. 

Oracle snared 7.00-plus scores for seven of the eight category statements, but EMC put up three sevens en route to a 6.98. Dell (6.64) registered its third third-place showing.

Breaking down the numbers

  • Oracle’s highest mark was for taking ownership of customer problems (7.33); it scored nearly as well for timely problem resolution (7.30) and documentation (7.29).
  • EMC meets expectations: EMC picked up the highest statement score in the category with a 7.43 for “Vendor supplies support as contractually specified.”
  • Do vendors need better buddies? The lowest average among all vendors was a 6.29 for “Vendor’s third-party partners are knowledgeable.”
Midrange: Tech support

Midrange. Oracle had five scores of 7.00 or better on its way to a category-leading average of 7.02. 

IBM (6.70) had the only other two 7.00-plus ratings, but it wasn’t enough to prevent Big Blue from being nudged out by the ever-steady NetApp, which built its second-place 6.71 on another narrow range of scores running from 6.59 to 6.97.

Breaking down the numbers

  • The highest single statement score was Oracle’s 7.22 for providing adequate training; the second highest was IBM’s 7.18 for supplying support as contractually specified.
  • Four of the six vendors received their lowest ratings for “The vendor provides adequate training.”
  • Oracle had ratings of 7.11 for three statements: timely problem resolution, taking ownership of problems and documentation.

This was first published in January 2012

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