Mo. Oracle keeps consultants on site, she says. The DOD uses Oracle's Designer 2.1 product. Not only do most users want to talk to people, but they want to talk to the same person each time. A single point of contact is a delight to users. Of course, that kind of individualized service is rare.
Most vendors encourage users to use Web-based tech support first.
They claim that with a good search engine, Web-based support is more efficient than waiting on the telephone for a live person. Many vendors such as Oracle and Informix offer several levels of tech support, ranging from business hour access to 24x7 live support. How easy it is to reach a live person depends on how much you're willing to pay. The high-end service may actually be profitable, he says. As with any insurance, companies pay for a year of coverage but only use it twice in that period.