The SAP and Oracle cooperation does not end with technology exchange. Customer
support and satisfaction are the tangible day to day benefits of this partnership. A key
enabler of this customer support is SAP's requirement for permanent on-site consulting
staff to provide immediate support ranging from application development to critical
problem response. The SAP Support and Services group at Oracle's Solution Center
was created to coordinate this focused customer support.
Oracle has recognized from the very beginning that due to the architecture of SAP
products it was necessary to train specialists for this area. Thus the database support
for SAP customers was integrated into SAP support right in the initial stage of the
partnership between Oracle and SAP. The advantage for SAP on Oracle customers: in
case of support questions or issues, there is only one point of contact (SAP). However,
the members of Oracle's Solution Support Center for SAP are also available to our
common customers. In addition to Standard Product Support, this group offers specific
service packages tailored to the customer's needs.