From oracle-l-bounce@freelists.org Tue Apr 6 16:54:04 2004 Return-Path: Received: from air189.startdedicated.com (root@localhost) by orafaq.com (8.11.6/8.11.6) with ESMTP id i36Ls4828192 for ; Tue, 6 Apr 2004 16:54:04 -0500 X-ClientAddr: 206.53.239.180 Received: from turing.freelists.org (freelists-180.iquest.net [206.53.239.180]) by air189.startdedicated.com (8.11.6/8.11.6) with ESMTP id i36Ls4o28187 for ; Tue, 6 Apr 2004 16:54:04 -0500 Received: from localhost (localhost [127.0.0.1]) by turing.freelists.org (Avenir Technologies Mail Multiplex) with ESMTP id 6C370634F51; Tue, 6 Apr 2004 16:49:33 -0500 (EST) Received: from turing.freelists.org ([127.0.0.1]) by localhost (turing [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 20236-96; Tue, 6 Apr 2004 16:49:33 -0500 (EST) Received: from turing (localhost [127.0.0.1]) by turing.freelists.org (Avenir Technologies Mail Multiplex) with ESMTP id AAF95634E30; Tue, 6 Apr 2004 16:49:32 -0500 (EST) Received: with ECARTIS (v1.0.0; list oracle-l); Tue, 06 Apr 2004 16:48:25 -0500 (EST) X-Original-To: oracle-l@freelists.org Delivered-To: oracle-l@freelists.org Received: from localhost (localhost [127.0.0.1]) by turing.freelists.org (Avenir Technologies Mail Multiplex) with ESMTP id A21AB63429D for ; Tue, 6 Apr 2004 16:48:24 -0500 (EST) Received: from turing.freelists.org ([127.0.0.1]) by localhost (turing [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 20271-71 for ; Tue, 6 Apr 2004 16:48:24 -0500 (EST) Received: from tera.umi.com (tera.umi.com [192.195.245.144]) by turing.freelists.org (Avenir Technologies Mail Multiplex) with ESMTP id 43331634272 for ; Tue, 6 Apr 2004 16:48:24 -0500 (EST) Received: from aabo-exchange04.bos.il.pqe (aabo-exchange04.bos.il.pqe [172.24.3.67]) by tera.umi.com (8.12.10/8.12.10) with ESMTP id i36LvcY3017339 for ; Tue, 6 Apr 2004 17:57:38 -0400 Received: from bosmail00.bos.il.pqe ([172.24.3.64]) by aabo-exchange04.bos.il.pqe with Microsoft SMTPSVC(6.0.3790.0); Tue, 6 Apr 2004 17:57:38 -0400 X-MimeOLE: Produced By Microsoft Exchange V6.0.6249.0 content-class: urn:content-classes:message MIME-Version: 1.0 Content-type: text/plain; charset=us-ascii Content-Transfer-Encoding: 8bit Subject: RE: how good is oracle tech support? Date: Tue, 6 Apr 2004 17:57:37 -0400 Message-ID: <4C9B6FDA0B06FE4DAF5918BBF0AD82CF03B45438@bosmail00.bos.il.pqe> X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: how good is oracle tech support? Thread-Index: AcQcIWG3EXdawxjtQJyW/o4plRFZ/wAAHZHA From: "Bobak, Mark" To: X-OriginalArrivalTime: 06 Apr 2004 21:57:38.0363 (UTC) FILETIME=[2D0ED8B0:01C41C22] X-Virus-Scanned: by amavisd-new at freelists.org X-archive-position: 2654 X-ecartis-version: Ecartis v1.0.0 Sender: oracle-l-bounce@freelists.org Errors-To: oracle-l-bounce@freelists.org X-original-sender: Mark.Bobak@il.proquest.com Precedence: normal Reply-To: oracle-l@freelists.org X-list: oracle-l X-Virus-Scanned: by amavisd-new at freelists.org Ian, Yeah, and there's a major storm brewing when an analyst who's thinking "Is this guy going to pass the 'I'm not an idiot' test?" meets a grumpy, stressed-out customer who's thinking "@#$@#$@, if I get one more analyst who treats me like I'm an idiot, I swear I'm gonna throttle him!"....;-) Mark J. Bobak Oracle DBA ProQuest Company Ann Arbor, MI "Post Hoc Ergo Propter Hoc" -----Original Message----- From: MacGregor, Ian A. [mailto:ian@slac.stanford.edu]=20 Sent: Tuesday, April 06, 2004 5:51 PM To: 'oracle-l@freelists.org' Subject: RE: how good is oracle tech support? Tech support deals with quite a few people who strive to or perhaps easily remain ignorant about all things Oracle. This often means you have to pass the, "I am not an idiot!" test. Support is a strong believer in reduction of all problems to a small solution set. When the answer to your problem isn't in the solution set, you will need to convince the analyst of that. Once done, support has almost always been great. At one time U.K. support was better than U.S., and for tricky problems you would wait for Bracknell to take over the support duties. There are some problems such as ORA-600 problems to which support may not know the answer. Occasionally a system depending on OCI direct insert capability would throw the following error Errors in file /opt/oracle/admin/NLCO/udump/nlco_ora_29253.trc: ORA-00600: internal error code, arguments: [kpodpmop_01], [0], [], [], [], [], [], [] Support couldn't figure it out. A few days ago starting at 3 am the error became common place. It turned out to be a bad signal from a test klystron assembly resulting in bad floating point data. Ian MacGregor Stanford Linear Accelerator Center ian@slac.stanford.edu =20 -----Original Message----- From: Jared.Still@radisys.com [mailto:Jared.Still@radisys.com]=20 Sent: Tuesday, April 06, 2004 12:30 PM To: oracle-l@freelists.org Subject: RE: how good is oracle tech support? > There are two ways to look at a "trivial request": > > 1- You should not need to open a tar to find the answer Indeed. It is a good idea to do a fair amount of research before opening a tar. You can see if other people have had the same problem, and how they may have resolved it. You will also become much better educated about the problem you are trying to solve. Do your research in MetaLink, the documentation and with search engines. I've been favoring teoma.com lately for oracle searches. MetaLink is at times underrated I think. It is really quite good. Compare it to some other vendor support sites. Veritas for instance has a lot of documentation and information available on their web site, but it is rather difficult at times to find what you need. Also take advantage of the RDA tool. It can be quite useful in tracking down some pesky problems. Jared ---------------------------------------------------------------- Please see the official ORACLE-L FAQ: http://www.orafaq.com ---------------------------------------------------------------- To unsubscribe send email to: oracle-l-request@freelists.org put 'unsubscribe' in the subject line. -- Archives are at http://www.freelists.org/archives/oracle-l/ FAQ is at http://www.freelists.org/help/fom-serve/cache/1.html ----------------------------------------------------------------- ---------------------------------------------------------------- Please see the official ORACLE-L FAQ: http://www.orafaq.com ---------------------------------------------------------------- To unsubscribe send email to: oracle-l-request@freelists.org put 'unsubscribe' in the subject line. -- Archives are at http://www.freelists.org/archives/oracle-l/ FAQ is at http://www.freelists.org/help/fom-serve/cache/1.html ----------------------------------------------------------------- ---------------------------------------------------------------- Please see the official ORACLE-L FAQ: http://www.orafaq.com ---------------------------------------------------------------- To unsubscribe send email to: oracle-l-request@freelists.org put 'unsubscribe' in the subject line. -- Archives are at http://www.freelists.org/archives/oracle-l/ FAQ is at http://www.freelists.org/help/fom-serve/cache/1.html -----------------------------------------------------------------