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RE: Oracle Gold Support/ iTARs

From: Kimberly Smith <ksmith2_at_myfirstlink.net>
Date: Wed, 20 Mar 2002 12:11:53 -0800
Message-ID: <F001.0042EF37.20020320121153@fatcity.com>


There is another level of support that you can get were an analyst is dedicated to your site. He may not be on site but he gets 4 or 5 accounts that are his and its all he (or she) does. We were looking into it and decided it really was not necessary in our case.

-----Original Message-----
Sent: Wednesday, March 20, 2002 6:13 AM
To: Multiple recipients of list ORACLE-L

The problem I've had with TARs and Oracle Support in general is actually getting a hold of someone in Oracle Support who knows what they are talking about. I had a TAR that I needed to explain basic DBA knowledge to the support person. And we're paying how much for Silver Support (or whatever it's called these days)?

Yes, I understand the problem of trying to keep good people in a customer support role. It's difficult to keep them challenged and even more difficult keeping them sane, having to talk to unruly idiots (probably Oracle customers NOT on this list!) all day long. I miss one analyst in Oracle's Midrange group that really knew VMS and the subtle intricacies of Oracle's non-OFA bastardized install on VMS. Provided I gave him all the pertinent info on my problem, he could give me the correct solution almost immediately along with an explanation. What a boring job that must have been for him! I hope he's on to better things now. This isn't to say that the current Midrange support isn't up to snuff. I haven't had to place a call to that group in some time.

On the flip side, when I log a TAR, it generally means something is really out of whack and I can't find a solution on Metaclink. I don't want to speak (or e-converse) with a front-line specialist. I've tried all their solutions already. On our contract with HP, we get a special phone number that connects us directly to an engineer. Our main SAs here need that. If it's something that needs to get called in, they've already gone thru the front-line solutions.

What do very large companies like Amazon.com do? Surely they don't log an iTAR when they have a problem? I'm guessing an Oracle analyst is onsite?

My $.02,

Rich Jesse                           System/Database Administrator
Rich.Jesse_at_qtiworld.com              Quad/Tech International, Sussex, WI USA

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Received on Wed Mar 20 2002 - 14:11:53 CST

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