Third-Party Oracle Support Options in 2025: A Procurement Team’s Guide

Why Companies Consider Third‑Party Oracle Support

You’re not alone if you’re managing Oracle support renewals, and sticker shock sets in. Many IT procurement teams are exploring third-party support as a cost-effective alternative to Oracle’s maintenance. The appeal is clear: third-party providers often charge 50% or less of Oracle’s fees while delivering more personalized service​. They will even support customizations and older versions that Oracle might refuse to support. For example, Oracle’s standard policy is not to help with customer-modified code, whereas independent providers will troubleshoot and fix issues in your customized environment​. If your E-Business Suite or PeopleSoft system is heavily tailored, a third-party supporter will assist rather than saying, “Sorry, customization is your problem.”

So, when should you consider third-party support? In general, it’s a great fit if your Oracle software is stable, meeting your needs on its current version, and you don’t plan to adopt Oracle’s new updates or cloud offerings in the near term. Organizations often switch to third-party support to avoid forced upgrades on a mature system and to redirect budget to other priorities. On the other hand, if you absolutely need the latest Oracle patches and features every year, sticking with Oracle support might be necessary (since once you leave Oracle support, you lose access to new official patches and releases). Many companies find that for legacy platforms (think a well-oiled Oracle EBS 12.1 or a SPARC server running a stable workload), third-party support can keep things running smoothly for years without the premium price tag. In short, if cutting support costs while maintaining service quality is a priority – and your Oracle environment doesn’t require constant vendor updates – third-party support is well worth evaluating.

Leading Third‑Party Support Providers for Oracle (Software and Hardware)

The third-party support market for Oracle has matured in 2025, with a few key players serving large enterprises globally. Below we highlight the leading providers – all of whom can cover Oracle applications (like EBS, JD Edwards, PeopleSoft, Siebel, Oracle Database, etc.) and, in some cases, Oracle hardware (such as Exadata engineered systems or SPARC servers). We’ll compare their service quality, global reach, cost-effectiveness, and reputation so you can determine which might fit your organization best.

Rimini Street

Rimini Street is the best-known name in the third-party support arena and for good reason. Founded in 2005, they pioneered independent support for Oracle and SAP and now support thousands of clients worldwide. Rimini offers various services across all Oracle products (from databases and middleware to ERP applications), backed by a large global team. They have a presence in every major region, providing true 24/7 coverage in multiple languages – a big plus for multinational companies. Service-wise, Rimini is known for a proactive, hands-on approach; clients often get senior engineers on the case immediately rather than navigating Oracle’s tiered ticket queues​. They’ll even craft tax and regulatory updates for Oracle applications and support custom code issues.

Regarding quality, Rimini Street boasts very high customer satisfaction metrics – 4.8 out of 5.0 in client surveys. They leverage proprietary AI tools to further speed up and improve support. (For example, their AI-based Case Assignment Advisor automatically routes tickets to the best engineer by region and expertise, helping achieve a 10-minute response SLA for critical issues​. Another AI tool, C-Signal, watches open cases for anomalies to proactively prevent stalls.) In short, Rimini’s support quality is generally regarded as excellent, often outperforming Oracle’s standard support in responsiveness and depth of assistance.

On the global capability front, Rimini’s scale is a differentiator. With operations across North America, EMEA, and Asia-Pacific, they can offer follow-the-sun support and on-site presence when needed. This extensive reach has made them popular for large enterprises seeking one provider to cover multiple Oracle systems worldwide​.

Cost-effectiveness: Rimini Street cuts annual support fees by 50% right off the bat (versus Oracle’s Premier Support pricing). However, the savings often go beyond the fee reduction. By using Rimini, companies avoid costly upgrades that Oracle might otherwise push. Many CIOs have freed up millions in IT spend by using Rimini to extend the life of stable Oracle systems instead of funding migrations. Rimini’s pricing is not the rock-bottom in this market (they sell premium support, so expect pricing roughly half of Oracle’s maintenance – smaller competitors sometimes undercut this). Procurement teams have noted that Rimini can sometimes be aggressive negotiators, but they deliver value. It’s worth noting that Rimini offers flexible terms like co-terming contracts and has added services (like managed services, security, and even interoperability support) that you can bundle as needed.

Reputation and risks: Rimini Street’s large client base and over a decade of experience make it a safe, established choice in the eyes of many. However, one cannot mention Rimini without the elephant in the room: their legal battles with Oracle. Oracle sued Rimini Street over IP/copyright issues in the past. While those cases confirmed that third-party support is legal, Rimini was found to have infringed Oracle’s intellectual property in how they previously handled patches​. Since Rimini has adjusted its processes, Oracle periodically sparred with them in court. What does this mean for you as a customer? Mainly, it’s a reputational consideration – Oracle’s sales reps may try to spread FUD about Rimini’s “legal issues” to scare you. Thousands of organizations (including Fortune 500s and governments) still use Rimini support successfully. Just go in with eyes open: Oracle will not be happy if you choose Rimini, but legally, they cannot void your licenses for doing so (using third-party support is allowed under Oracle’s contracts as long as you stay compliant). Many procurement teams use this fact as leverage, mentioning a possible move to Rimini can sometimes motivate Oracle to offer a bigger discount on its support or cloud products.

A final note: Rimini Street focuses on software support, but they do not provide hardware break/fix support (e.g., servicing the physical components of an Exadata or SPARC server)​. If you have Oracle hardware, you might keep a hardware maintenance contract or use another provider for the hardware itself. Rimini can still troubleshoot the software stack (OS, database, etc.) on that hardware and coordinate with your hardware vendor if issues arise, but don’t expect them to ship replacement parts. This is a common approach: many companies pair Rimini’s software support with in-house hardware teams or third-party hardware maintainers for servers and storage.

Bottom line: Rimini Street is the largest and most battle-tested third-party Oracle support vendor, offering comprehensive support and significant cost savings. It’s ideal if you want a proven provider on a global scale and are willing to look past the Oracle vs. Rimini drama. Ensure you’re comfortable with their contract terms and have your Oracle licenses in order, then enjoy the savings.

Spinnaker Support

Spinnaker Support is often seen as the chief rival to Rimini Street, and a top choice in its own right. Spinnaker is smaller than Rimini but prides itself on quality and a “customer-first” culture. They specialize in Oracle and SAP support (much like Rimini), and have been around since 2008. One of Spinnaker’s selling points is its deep Oracle expertise – the company employs many former Oracle engineers and developers, which means when you log a ticket, you’re likely dealing with someone who knows the ins and outs of the code. They support the full range of Oracle applications (EBS, JD Edwards, Siebel, PeopleSoft, etc.), databases, and Oracle middleware. Like others, they’ll cover even very old versions (e.g., Oracle Database 10g from the early 2000s) and your custom modifications.

Service quality: Spinnaker has built a strong reputation for high-touch, personalized service. Clients frequently praise Spinnaker’s flexibility – for example, they are willing to craft custom support arrangements, adjust SLAs, and tailor their services to specific client needs. In contract negotiations, they’re reported to be more accommodating than some larger competitors. Perhaps the best indicators of Spinnaker’s service quality are its customer satisfaction and retention rates: Spinnaker claims a 98 %+ customer satisfaction rating and over 90% client retention annually, which are impressive figures in the support industry​. In Gartner Peer reviews and case studies, Spinnaker is often highly recommended for its responsiveness and knowledgeable staff. They also emphasize staying “litigation-free” – unlike Rimini, Spinnaker has managed to avoid Oracle’s legal wrath by carefully ensuring their support methods don’t cross Oracle’s IP boundaries. This gives some risk-averse customers peace of mind that no ongoing courtroom drama affects their support provider.

Regarding global support capabilities, Spinnaker has a worldwide reach, though it has a slightly smaller footprint than Rimini. They are headquartered in Denver, with major operations centers in London, Singapore, and Mumbai​. This setup enables true 24/7 follow-the-sun support. If your company is international, Spinnaker can assign tickets to engineers in the right time zone and language (they cover all the major languages, similar to Oracle’s support). One of their internal benchmarks is to respond to critical issues within 30 minutes or less, anytime, and many clients confirm they meet those SLAs. So, from a global coverage standpoint, Spinnaker is on par with the best.

Cost-effectiveness: Spinnaker typically offers around 50-60% savings versus Oracle support fees (similar to Rimini)​. They highlight that, unlike Oracle’s “one-size-fits-all” pricing, Spinnaker will charge only for the licenses you use and can adjust if your usage drops​. This can be attractive to procurement teams looking for flexible terms – e.g., if you retire some Oracle modules, Spinnaker can remove them from your support bill (Oracle, in contrast, often doesn’t let you easily reduce scope without penalties). Additionally, Spinnaker’s support includes extras at no additional cost, like support for interoperability (making sure your Oracle system works with other platforms), security guidance, and even some advisory hours. All of this can improve the total cost of ownership. While Spinnaker’s list prices are in the same ballpark as Rimini’s, customers often note that Spinnaker’s flexibility in negotiation might yield a better deal in certain cases. They are also willing to do short-term contracts or staggered transitions if that helps the client. The bottom line: you’ll get major cost savings versus Oracle, and Spinnaker will work with you to ensure the contract fits your budget cycle and usage.

Reputation: Spinnaker Support has a strong reputation in the market, often described as the “safe” choice for third-party support. Without any history of legal troubles, they market themselves as the support partner who plays by the rules and focuses solely on customer success. Their loyal client base (many referenceable) is a testament to their service​. Some companies that shy away from Rimini due to the Oracle lawsuit angle will choose Spinnaker as a quieter alternative. Spinnaker also tends to stress their culture of being a partner rather than just a vendor, meaning they try to engage with your IT team regularly, understand your roadmap, and proactively help beyond just break-fix. This approach has won them clients who seek a close working relationship. Analysts and sourcing advisors often include Spinnaker in any RFP for third-party support, and you’ll typically see them and Rimini in the top tier of this niche market.

Like Rimini, Spinnaker’s core strength is software support. They will support the software running on Oracle hardware, but you would need another solution for physical hardware maintenance (parts, on-site repairs). Many Spinnaker customers use hardware support specialists (or Oracle’s hardware-only support) in parallel, or their own data center team. At the same time, Spinnaker handles the OS/DB/app issues on that hardware. This is a common setup since Spinnaker does not manufacture parts or dispatch field technicians for hardware failures. However, suppose you have Oracle Engineered Systems (like Exadata) or Sun/SPARC servers. In that case, Spinnaker can support the associated software (Solaris OS, Oracle DB, etc.) and guide you through issues – just the actual hardware fix would be out of scope. Spinnaker doesn’t market hardware support as a separate offering, so consider them primarily for the software layer.

Bottom line: Spinnaker Support is a top-tier Oracle third-party support provider focusing on personalized service and flexibility. They match larger competitors’ global reach and expertise, and come without the baggage of litigation. Spinnaker is often a strong contender for IT sourcing teams, especially if you value a collaborative support approach and slightly more negotiable terms. You can expect solid cost savings and very happy end-users based on the feedback from their existing customers.

Support Revolution

Support Revolution is another prominent player, especially in EMEA, and it has been expanding globally. They position themselves as a cost-effective alternative to the bigger third-party support firms. Support Revolution originated in the UK and has supported Oracle (and SAP) for over 20 years. They differentiate on price and a unique service model: a significant portion of their support operations is based in India and other low-cost locations, which allows them to offer lower fees while still supporting clients worldwide. In practice, Support Revolution’s team also includes seasoned Oracle experts, but they do lean on a network of third-party contractors for some specialized support tasks.

Service coverage: Support Revolution covers all major Oracle software, similar to Rimini and Spinnaker, including E-Business Suite, Oracle Database, JD Edwards, PeopleSoft, Hyperion, and even Oracle Retail and Siebel. What stands out is their willingness to support Oracle hardware and systems end-to-end. For example, they explicitly offer support for Oracle’s engineered systems, like Exadata and Oracle’s SPARC server hardware. Support Revolution can be a one-stop shop to replace Oracle’s support for your software and the underlying hardware. If you have aging Oracle hardware reaching end-of-life, Support Revolution will continue to support it, guiding maintenance and troubleshooting without forcing an expensive hardware refresh. (Of course, even Support Revolution would rely on sourcing replacement parts from third-party hardware vendors when needed, but they will manage the coordination as part of their service.) Many customers with Oracle systems that are fully on-premises appreciate this “single throat to choke” model – you’re not splitting tickets between a software support vendor and a hardware maintenance firm.

Quality and customer satisfaction: As a smaller provider, Support Revolution often emphasizes that it treats customers with high touch service and assigned account managers. They are proud of being “free from litigation” (Oracle hasn’t sued them), and being an Oracle Partner for 20+ years in other capacities​ – implying they know Oracle technology inside-out and have a cooperative stance. In terms of support responsiveness, Support Revolution guarantees SLA-backed resolution times and even includes services like database health checks and “ask the expert” sessions in their packages. This suggests a very proactive approach to support, not just waiting for something to break.

However, one should note that Support Revolution’s staffing model (heavy use of offshore support teams) can be a double-edged sword. On the one hand, it enables low pricing; on the other hand, some clients used to a dedicated U.S. or Europe-based support engineer might experience a different interaction style. Redress Compliance (an Oracle advisory firm) mentions that Support Revolution “relies heavily on third-party contractors” to deliver support. You might not always have the same engineer handling your issues, and there could be some variability. Despite this, many organizations report satisfactory service, especially considering the cost savings. Support Revolution has case studies of sizable customers (including public sector agencies and private companies) that successfully switched from Oracle and praise the service they received. In many cases, the company’s smaller size also means more commercial flexibility; they will bend to meet customer requirements to win business.

Global reach: Support Revolution started in the UK and has offices or teams in Europe, the Middle East, India, and (recently) North America and APAC. While not as ubiquitously global as Rimini, they operate 24/7 support via their distributed teams. A major operations center in India allows them to easily cover off-hours for Western clients. So, for most practical purposes, they can support a global enterprise – just be aware that their primary support language is English. However, they can likely accommodate other major languages via bilingual staff if needed. If having an on-the-ground presence in dozens of countries is critical, you might evaluate whether Support Revolution has partners or arrangements in those locales. Their centralized model works fine for many, especially since remote support is the norm.

Cost-effectiveness: Here’s where Support Revolution often shines. They claim you can save up to 90% of your support costs by switching to them​. This “up to 90%” usually factors in not just the maintenance fee reduction (which is often more than 50% in their case), but also the avoidance of upgrades and the ability to drop unnecessary licenses from support. Even if 90% is an extreme case, many customers report substantially lower costs with Support Revolution than Oracle and other third-party providers. Support Revolution tends to undercut Rimini and Spinnaker in terms of price. As an IT sourcing professional, you might use their quotes as competitive negotiation leverage. In some instances, they also offer shorter-term contracts and trial periods to reduce risk for new clients. From a total cost of ownership angle, if budget reduction is your #1 driver, Support Revolution is worth a look. Just ensure that the level of support on critical issues meets your expectations (sometimes paying a bit more for a larger provider can be like an insurance policy if you have a very complex environment).

Reputation: Support Revolution is well-regarded for cost savings and has a growing reputation, but it’s not as universally known as Rimini or Spinnaker. They often market themselves as the “trusted alternative” to the bigger third-party firms​, highlighting that some customers switch from those firms to Support Revolution for a better deal or experience. They have managed to stay on Oracle’s good side to an extent (being an Oracle partner in certain areas), which could be seen as a positive (less adversarial). There haven’t been public controversies around Support Revolution, and their customer testimonials generally speak to competent service and big savings. If your organization is UK-based or has a lot of EMEA presence, you might find peers who use Support Revolution since that’s where they started. In other geographies, you may want to get references to ensure they can deliver equally well in North America or Asia. The company is mature but smaller, so do your due diligence. That said, many procurement teams include Support Revolution in RFPs precisely to have a high-value, low-cost contender – even if they ultimately go with a bigger name, it often helps drive competitive pricing.

Bottom line: Support Revolution is the go-to provider if you are aggressively seeking cost savings and perhaps looking for a vendor to support Oracle software and hardware. They offer the core benefits of third-party support (no forced upgrades, support for customizations, etc.) at a potentially greater discount. Just weigh the trade-off between rock-bottom price and specific needs for ultra-specialized expertise or local presence. Support Revolution hits the sweet spot for many Oracle shops of “good enough” support at a much better price, which is exactly what procurement wants to hear.

Other Notable Providers

Beyond the three global providers above, a few regional or niche third-party support firms may be considered, especially if your organization is in their locale or using a specific Oracle product. For example, in some regions like North America and Europe, Oracle partners or boutique firms offer third-party support on a smaller scale (sometimes, former Oracle consultants hanging out a shingle). These can include companies like Madora Consulting or Red Stack Tech (in EMEA) and others focusing on Oracle Database or certain applications. Some dedicated hardware maintenance companies (like M Global, Service Express, Park Place, etc.) can handle Oracle hardware break/fix if you just drop Oracle’s hardware support. However, these smaller or specialized providers often don’t have the full global reach or broad Oracle product coverage of Rimini, Spinnaker, or Support Revolution. IT procurement teams managing large enterprises usually use the big three for an apples-to-apples comparison. Still, it’s good to know the ecosystem. A niche provider might supplement your support strategy if you have very specific needs (say, support for Oracle Retail applications or Oracle Linux OS). In general, though, Rimini Street, Spinnaker Support, and Support Revolution are the leading options worldwide for comprehensive Oracle third-party support in 2025​.

Key Considerations When Switching to Third‑Party Support

Moving from Oracle’s support to a third-party is a significant decision. Beyond picking a vendor, there are practical considerations and preparations to ensure a smooth transition. IT sourcing teams should keep the following in mind:

Evaluating Providers: What to Look For

When comparing third-party support vendors, focus on a mix of service quality and business factors. Here are some key criteria to evaluate:

• Track Record and Reputation: How long has the provider delivered Oracle support, and what do their existing customers say? Check references and case studies. A strong history (10+ years, multiple clients in your industry) can indicate reliability​. Also consider any red flags – e.g., ongoing lawsuits or negative press (for instance, Rimini’s legal history may warrant scrutiny, whereas Spinnaker’s clean record might appeal to risk-averse stakeholders).
• Scope of Support: Ensure the provider covers all the Oracle products you need support for, including any modules, customizations, and hardware. Some may excel in Oracle E-Business Suite but have less experience with Oracle Retail or cloud-hybrid setups. Clarify what’s included and what’s not​. Do they handle security patches? Tax and regulatory updates for Oracle apps? Hardware troubleshooting? Ensure that no gaps force you back to Oracle for a piece of the puzzle.
• Service Quality and SLAs: Compare the support models. Will you have a dedicated support engineer or team? What are the guaranteed response and resolution times? Look for 24/7 coverage and whether they have senior experts on call for critical issues. Personalized and responsive service is a hallmark of third-party support, so demand evidence. For example, Spinnaker touts fast response and custom SLAs, and Rimini guarantees a 10-minute response for P1 cases. Also, verify if they support custom code and integrations (most do, and it’s a big advantage over Oracle’s support). High customer satisfaction ratings (95 %+ range) indicate that the vendor delivers on promises.
• Global Support Capabilities: If you operate internationally, does the provider have follow-the-sun support with teams in the Americas, EMEA, and APAC? You don’t want to discover that “24/7 support” means “we have one team in London staying late.” The top providers have multiple support hubs worldwide. Check language support too. If your offices are in Japan or France, you might need help in the local language, so ask if that’s available. Global reach also affects how quickly on-site assistance or local knowledge can be applied, though most support is remote. Rimini and Spinnaker score high here with truly global operations​; Support Revolution and others should be vetted for specific regional strength.
• Cost vs. Value: All third-party options will be cheaper than Oracle support, but compare the total cost of ownership and value-add. What percentage of savings are they offering on your current support spend? Is it a straight fee reduction, or are there extra charges for add-ons? Balance cost against the quality factors. The goal is to maximize savings without compromising critical support quality​. Also consider contract flexibility – a slightly higher discount might not be worth it if the contract is inflexible. Aim for the best value, not just the lowest price.
• Flexibility and Contract Terms: One of the reasons to leave Oracle support is inflexibility, so your third-party choice should ideally be more flexible. Can you adjust the scope (e.g., drop some products if not needed)? Are they open to one-year contracts, or must they be multi-year? Look for favorable terms like cancellation clauses, price locks, and payment terms that suit your procurement strategy​. Spinnaker, for instance, is known to negotiate terms that align with customers’ needs​. This is important to get in writing up front.
• Transition Support: Ask how the provider will onboard you. A good third-party support firm will have a transition plan to take over support with minimal disruption. They might offer a parallel support period or a detailed onboarding process where they learn your systems​. Ensure they include knowledge transfer, documentation of your environment, and perhaps a “hypercare” period as you leave Oracle. Smooth transitioning is a key part of their service – you don’t want to feel abandoned during the cutover.

By carefully evaluating these factors, you can select a provider that aligns with your organization’s needs and gives you confidence to switch. It’s not just about who is cheapest – it’s about who will be a true partner in keeping your Oracle systems running reliably.

Switching to Third-Party Support: Planning & Pitfalls

Once you’ve chosen a third-party support vendor, planning the switch from Oracle is crucial. Here are some considerations and steps to manage the transition effectively:

1. Review Your Oracle Contracts & Licenses: Before canceling Oracle support, thoroughly review your Oracle license agreements for any gotchas. Oracle has a “matching service levels” policy that says you usually can’t split support within a product family – it’s all or nothing​. For example, if you have 100 database licenses under one contract, Oracle may require that all 100 stay on Oracle support or drop support on all; you typically cannot have a subset on third-party and the rest on Oracle support for the same license set. Check if this applies to your situation to avoid inadvertently breaching the contract. Also, ensure you have documentation of all your entitlements and are compliant with usage. If you’re out of compliance (over-deployed), resolve it before leaving Oracle support; otherwise, you risk an audit and compliance fees.
2. Time the Transition with Renewal Dates: Plan to switch at a natural break, usually your Oracle support renewal date. It’s recommended to start the process at least 6 months before your support contract expiration​. This lead time is needed to evaluate providers, get internal approvals, and give Oracle notice if required. Many firms align the change with Oracle’s fiscal year end or budgeting cycle. If you have an Unlimited License Agreement (ULA) or similar, you must certify or end it before moving to third-party support. You cannot be on an active ULA and drop Oracle support without first certifying (essentially locking in your usage rights). So, factor in any ULA certification process, which might add a few months.
3. Engage Independent Expertise (if needed): Navigating license implications and Oracle’s tactics can be tricky. Involving an independent Oracle licensing advisor (not affiliated with the third-party vendor)​may be wise. They can double-check that you’re in compliance and advise on how to communicate with Oracle. Some organizations also quietly consult with others who have made the switch to learn best practices. The third-party provider will, of course, guide you on the technical transition. Still, on legal/license matters, an external expert or your internal licensing specialist should take the lead (to ensure unbiased advice).
4. Notify Oracle (or Don’t) and Prepare for Pushback: When you do not renew Oracle support, Oracle will know (since you won’t pay the invoice). You aren’t typically obligated to give extensive notice, but it’s courteous and sometimes beneficial to inform your Oracle account manager of your decision around renewal time. Be prepared: Oracle may push back hard with retention efforts. They might escalate the issue to higher executives, offer last-minute discounts, or try to instill fear. Common scare tactics include hinting at software audits, claiming you’ll lose all support (true, but that’s the point of switching), or suggesting third-party support is risky. Oracle reps have been known to leverage the Rimini Street lawsuit as FUD, even though it doesn’t mean third-party support is illegal or unsustainable​. The key is to stand firm, knowing your rights. Thousands of companies have done this successfully; Oracle cannot cancel your licenses for dropping support if you are license-compliant. They can audit you, but that’s a risk anytime, and switching support is not a breach of contract by itself. It helps to have internal executive alignment so that if Oracle reaches out to your CIO/CFO, everyone is on the same page about why this move is happening.
5. Plan for Knowledge Transfer and Documentation: Work closely with your chosen third-party provider to hand over all necessary information. Typically, you’ll need to provide them with architecture diagrams, inventories of your Oracle systems (versions, customizations, integrations), recent ticket history, etc. The provider’s onboarding team might interview your IT staff to capture tribal knowledge of configuring your system. The goal is to avoid any knowledge gaps on Day 1 of third-party support. Many providers will also suggest downloading any last available Oracle patches or documentation from the Oracle support portal before your access lapses. Doing so (within the bounds of your license) can give the third-party team a repository to work with for future issue fixes.
6. Consider a Phased or Hybrid Approach: You don’t necessarily have to switch everything in a big bang. Some companies adopt a hybrid support model, keeping Oracle support for certain systems while providing third-party support for others​. This can be useful if, say, one Oracle application is still under active development or you plan to upgrade it soon (so you want Oracle’s direct support). In contrast, other systems are stable and can move to a third party. For instance, you might leave your Oracle Cloud apps or a critical Oracle Database on Oracle support, but move your older JD Edwards ERP to a third-party to save money. Remember the contractual constraints: you can’t split support within the same product license set, but you can split by different products (database vs applications, or by environment). Many enterprises do a phased transition – perhaps pilot with a non-production system or less critical environment first, then migrate more systems at the next renewal. This lets you evaluate the third-party provider’s performance on a small scale before committing fully​. A phased approach can reduce risk and help skeptics get comfortable with the new support model. Just ensure any partial moves don’t violate Oracle’s support policies (get clarification in writing if unsure, or negotiate an exception with Oracle if possible)​.
7. Ensure Security and Patching Strategies: Security patching is one of the biggest concerns when leaving Oracle support. Oracle releases quarterly security patches for supported versions; you won’t get those once you’re off support. Your third-party provider typically offers alternative security measures – “virtual patching” or custom patches. Make sure you understand their approach. Good providers have security teams that monitor vulnerabilities and can provide workarounds or fixes (for example, Rimini Street has a “Security Services” offering that delivered thousands of security updates to clients last year​). However, you should also bolster your security posture: ensure systems are properly segmented, use intrusion detection, apply network-layer protections, etc., to mitigate risks. Some companies choose a hybrid strategy of maybe keeping Oracle’s support for security on one critical system but not others, but most find that third-party support plus strong infosec practices suffice. It’s wise to get a detailed briefing from the provider on how they handle new security vulnerabilities in Oracle products. This will help appease any security teams or auditors who ask, “How will we stay secure without Oracle patches?”
8. Communicate the Change Internally: Make sure your IT teams and end-users (if necessary) know about the support change. From a user perspective, nothing should change – they’ll still contact the help desk or IT support as usual. But internally, your admins need to know the new escalation path (i.e., call the new provider, not Oracle, when an issue arises). Update any support contact lists, and perhaps do a drill or two after cutover to test the process. Culturally, some team members who are used to Oracle support might need reassurance – remind them that now they can get help on customizations and won’t have to apply endless Oracle patches. It can boost morale for admins when they realize the third-party support is more helpful! Additionally, ensure your procurement and vendor management team keeps tabs on the new provider’s performance through regular service reviews. Treat it as you would any important outsourced support relationship.

By considering these considerations, you can significantly reduce the risks of switching to third-party support. The transition, when well-managed, is usually smooth – many companies report that the day after Oracle support ends, it’s “business as usual” with no hiccups, except perhaps an Oracle email urging you to reconsider. Planning and communication are your friends here. And remember, you can always go back to Oracle support later if needed (though Oracle may make you pay back support fees for the gap), but most who switch don’t look back due to the savings and service improvements.

Trends in 2025: Hybrid Support and AI-Driven Services

The Oracle third-party support landscape in 2025 isn’t static – it’s evolving with new trends that procurement and IT teams should note:

• Hybrid Support Models: As mentioned, hybrid approaches are on the rise. Enterprises are getting creative in mixing and matching support sources to optimize cost and risk. For example, some companies keep Oracle support for only their most strategic or cutting-edge systems (where they plan upgrades or need Oracle’s direct help), and put the rest with a third-party. Others might use third-party support for on-premises Oracle products while using Oracle’s support for Oracle Cloud products, etc. The key trend is flexibility – it’s no longer an all-or-nothing choice. Third-party providers are accommodating these partial engagements more than before, and Oracle, in some cases, has shown willingness to negotiate partial support arrangements if a customer is otherwise ready to leave entirely​. This trend is about maximizing value: use third-party support where Oracle’s updates aren’t crucial, and pay Oracle only where you truly need their continued innovation. It requires careful contract management (avoiding the support splitting restrictions we discussed), but it can significantly optimize costs. We also see some organizations doing “pilot runs” of third-party support on a subset of systems as a proof of concept before a larger transition. This trend indicates growing confidence in these providers as part of a long-term IT strategy rather than an all-in leap of faith.
• AI-Driven Support and Automation: Third-party support providers are embracing AI and automation to enhance their services, which is a very relevant development in 2025. Since these vendors position themselves on superior service, they invest in tools that Oracle’s standard support may not offer. For instance, Rimini Street has developed an AI-based support platform that proactively speeds up ticket resolution and prevents issues. Their AI applications can automatically assign cases to the best engineer (considering dozens of factors like region, past similar cases, etc.) and flag any support tickets at risk of breaching SLA so managers can intervene. This has led to quicker resolutions – Rimini reported that these AI tools helped resolve support cases 23% faster on average and significantly reduced the need for customer escalations. Other providers are not far behind: some use machine learning on their knowledge base to suggest solutions faster, or chatbot-style interfaces for initial support queries. Even Oracle’s support has started incorporating AI (Oracle’s “Digital Assistant” for support), but third-party firms are agile and often integrate the latest tech rapidly to differentiate their service.
  Additionally, automation is being used for routine tasks like environment monitoring, patch testing, and regression analysis – tasks that traditionally burden a customer’s IT staff can be offloaded to the support provider’s AI ops tools. What this means for you: When evaluating providers, ask about their use of AI/ML in support. It can indicate a more modern, efficient support experience and possibly better outcomes (faster fixes, less downtime). It also shows the provider is investing in innovation, not just riding on cost savings.
• Broader Service Offerings (One-Stop Shop): Another trend is third-party support vendors expanding their portfolio to become one-stop IT support partners. Rimini Street, for example, now offers not just third-party support but managed services (for databases and applications), security services, and even advice on cloud migrations. Support Revolution and Spinnaker also offer various consulting and managed services alongside support. The line between “break/fix support” and full managed services is blurred. For IT sourcing, this can be interesting: you might consolidate vendors by using a third-party support firm to handle reactive support and some proactive administration of your Oracle systems. Some call this “unified support” or “co-sourcing” models. The benefit is simplification and potentially even more cost savings or accountability (one vendor to blame instead of finger-pointing between your AMS provider and Oracle). Watch for how each provider frames these offerings. In contracts, delineate what is covered in base support vs. what might be extra. The trend, though, is clear – these providers want to support as much of your Oracle environment as you’ll let them, and many companies are taking them up on it, especially if they’ve slimmed down internal teams and need external expertise.
• Vendor Co-existence and Cloud Migration Support: As Oracle pushes its cloud offerings, some third-party support providers have started offering “hybrid” support for cloud migration – for example, supporting your current on-prem Oracle while advising on or even assisting with a move to Oracle Cloud or a different system. This isn’t traditional break/fix support. Still, it recognizes a trend: companies might use third-party support as a bridge while they migrate away from Oracle applications over a few years. During that period, the third-party supporter keeps the lights on for far less and may also have a consulting arm to help in the transition (or at least keep things stable until you’re ready to cut over). We see this particularly in Oracle E-Business Suite customers planning to shift to Oracle Fusion Cloud or another SaaS – they don’t want to pay Oracle support for EBS if they’ll decommission it in 2 years, so they go third-party and possibly get assistance in extracting data, testing the new solution, etc., during those 2 years. Essentially, the third-party support model is sometimes part of a sunsetting strategy for legacy systems.

Overall, these trends point to a maturing market that is growing more flexible, technologically advanced, and integrated with broader IT strategy. For procurement teams, this means more options to tailor how you use third-party support. You could negotiate hybrid arrangements, leverage the providers’ extra services, and expect continual improvement in service delivery thanks to AI and other innovations. It’s a far cry from the early days when third-party support meant “cheaper but older code fixes.” In 2025, it’s a dynamic part of the IT services landscape – and Oracle, seeing the competition, has had to adjust (though they’d never admit it publicly!).

Conclusion

For IT procurement and sourcing professionals, third-party support for Oracle software and hardware has moved from a fringe idea to a mainstream option in 2025. The leading providers – Rimini Street, Spinnaker Support, and Support Revolution – have proven track records saving companies 50% or more on support costs while keeping critical Oracle systems running reliably. They offer global, 24/7 coverage and a more personalized, flexible service than Oracle’s support model, which translates into high customer satisfaction (often 95–98% ratings)​. These vendors differ in their approaches – from Rimini’s large-scale operation and proactive AI-driven tools, to Spinnaker’s tailored high-touch support, to Support Revolution’s full-stack coverage at ultra-competitive prices – but all exist to challenge the cost and rigidity of Oracle’s support monopoly.

When considering a switch, evaluating which provider aligns best with your organization’s needs regarding coverage, culture, and cost is crucial. Equally important is planning the transition: ensure your Oracle house is in order (licenses compliant, contracts understood) and bring your stakeholders on board with the change. Many companies find the risks manageable with proper preparation, and the rewards – millions saved, extended system life, and even improved support experience – are well worth it. Keep an eye on emerging trends like hybrid support models and the infusion of AI, as these can further enhance the value proposition of going third-party.

In the end, third-party Oracle support is about taking back control of your IT budget and strategy. Instead of being forced into expensive upgrades or paying for support you feel isn’t delivering, you have a choice. By leveraging one of these third-party providers, IT procurement can drive significant cost savings, all while maintaining (or improving) service levels and freeing up resources for innovation. It turns Oracle maintenance from a “necessary evil” line item into an opportunity for optimization.

As always, do your due diligence – involve your technical teams to vet the provider’s capabilities, and perhaps start with a smaller scope if that gives you confidence. However, many respected organizations (including Fortune 500 companies, governments, and SMEs alike) have successfully made this move. Third-party support for Oracle has matured: it’s a viable, enterprise-grade option to include in your IT sourcing toolkit for 2025 and beyond. With clear eyes and careful planning, you can navigate the switch and develop a leaner, more efficient support model that keeps your CFO and CIO happy.