RE: how good is oracle tech support?

From: Niall Litchfield <n-litchfield_at_audit-commission.gov.uk>
Date: Tue, 6 Apr 2004 15:57:32 +0100
Message-ID: <CFECD6EA683C524BB5FD22C0F1F34ACB011F372C@bristol43.audit-commission.gov.uk>

Comments below
> -----Original Message-----
> From: mark.powell_at_eds.com=20
> Sent: 06 April 2004 15:32
> To: mark.powell_at_eds.com; oracle-l_at_freelists.org
> Subject: RE: how good is oracle tech support?

>=20
>=20

> There are two ways to look at a "trivial request":

>=20

> 1- You should not need to open a tar to find the answer

>=20

> 2- Oracle support should never provide a wrong answer on so=20
> basic a request

>=20

> Dennis's point on how problems are phrased in iTAR's is very=20
> important in my
> experience. My pet peeve is when I suspect that the assigned=20
> analyst is
> just stalling and responds with a request for information of=20
> questionable
> value to the problem. The more clearly you word the problem=20
> and the more
> query results you can post that demonstrate the problem and related
> information the better.

On the other hand I considered this question clear, and the information is =
not readily apparent from the DataGuard maniual - I was looking in the wron=
g place. I think the initial response exemplifies that sometimes you need t=
o ask the question 2 or 3 times to get a decent response. Yes it is a simpl=
e query - but getting confirmation from support that our DR solution is sup=

ported seemed sort of important

### Detailed Problem Statement: ###
Under 8i Standard Edition creation and maintenance of a standby database=20 manually was supported. Is this functionality still available and supported= under 9i Release 2 Std Edition or is DataGuard/Standby now available only = to EE=20
customers?=20

14-AUG-03 08:48:09 TAR has been assigned to an analyst -- Sending email.=20

14-AUG-03 09:00:32 The DataGuard is available only with Oracle9i Enterprise Edition.

For more informations please read:
NOTE:165296.1 - Upgrading to 9i with Standby Database in place

Regards,
Name withheld to protect the guilty.=20

Niall Litchfield
Oracle DBA
Audit Commission
+44 117 975 7805=20

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Received on Tue Apr 06 2004 - 09:58:40 CDT