RE: Oracle Support Services

http://www2.ibmlink.ibm.com/cgi-bin/master?xh=osy7A8RjPOc7HD1USenGnI9332&req uest=text&parms=mainPage.txt&xhi=&xfr=F is the public access page for IBM APARs.

APAR = Approved problem analysis report, if memory serves. When a problem is reported in IBM software, a PMR (Problem record, also known as an ETR (Electronic Report)) is opened with Level 1. If Level 1 can't resolve it, it's kicked upstairs to Level 2 (L2) who have detailed product knowledge and access to the source code. If L2 determines the report identifies a real problem (as opposed to user error/doc issue/etc.) they open an APAR to send the problem to change team and/or development to fix. When the code is corrected, the PTF (program temporary fix) is made available.

There are some technical variations on the APAR/PTF stuff, methods of packaging, etc. I can answer these if you have further questions. Since this is off-topic, feel free to send a note to me directly.

Linda Hagedorn
Former IBM DB2 L2 :)

-----Original Message-----
From: Eric D. Pierce [mailto:PierceED_at_csus.edu] Sent: Thursday, June 08, 2000 4:14 PM
To: Multiple recipients of list ORACLE-L Subject: Re: Oracle Support Services

What the heck is an APARS?

Anyway, in the final analysis did it matter, or would you have been able to do the install anyway without the info? Was the install critical, or was your request for the info a "backburner" item?

Maybe one of the reasons that oracle support is unresponsive (along with the fact that they are greedy and don't want to spend more on support?) is that they are dealing with a lot of hand holding and other relatively piddly stuff. Customers ought to also understand their responsibilities in any business relationship, which might include waiting a little longer than they like for non-critical support info. ep

> ----- Original Message -----
> To: Multiple recipients of list ORACLE-L <ORACLE-L_at_fatcity.com>
> Sent: Thursday, June 08, 2000 12:10 PM
>
>
> I just used MetaLink to enter a TAR for the first time. I just wanted an
> answer to a simple question. It went like this:
> DAY1: I submitted the following request."Please list the AIX APARS needed
...

-- 
Author: Eric D. Pierce
  INET: PierceED_at_csus.edu

Fat City Network Services    -- (858) 538-5051  FAX: (858) 538-5051
San Diego, California        -- Public Internet access / Mailing Lists
--------------------------------------------------------------------
To REMOVE yourself from this mailing list, send an E-Mail message
to: ListGuru_at_fatcity.com (note EXACT spelling of 'ListGuru') and in
the message BODY, include a line containing: UNSUB ORACLE-L
(or the name of mailing list you want to be removed from).  You may
also send the HELP command for other information (like subscribing).