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Re: Interconnect

From: Alex Gorbachev <>
Date: Sun, 11 Feb 2007 16:18:18 -0500
Message-ID: <>

Perhaps, there are two reasons:

  1. Handover on Sev1 SRs in Oracle is next to nothing so it takes people in BLR hours to get up to speed.

Proper handover takes time, efforts and, actually, proper skills. I experienced that situation myself being on the same side of barricades as Oracle support. At Pythian we provide remote DBA service to our customers and with main office in Canada we have small offices in India, Australia and now in the UK. There are cases when we have to follow up the issue round the clock (call them our Sev1 even though they are usually caused by other factors like Oracle bugs, hardware failures and etc). It's absolute requirement to make proper handover in order to get the case "following the sun" and have customers pleased with its progress. Fortunately, we do have the tools to do so and we are not limited by any factors like Oracle's policy of unpublished support material. Customer must see everything related to his business and I see this as big flaw in Oracle support model.

2. Best people tend to flow to better places.

In this case, as Gopal mentioned, best engineers are moved to HQ which is typically considered a more pleasant place to live and to have better career opportunities.

On 2/11/07, Shreeni <> wrote:
> I am guilty of leading this thread off-track. But as Gopal said "YMMV",
> my MM has varied always to the south every single time the SR has been
> routed to BLR. Being born and brought-up all my life in BLR except for the
> past 7 yrs, I would love to say Oracle support from BLR is wonderful, but
> alas it aint true. For the me the best has been Aus everytime.

Best regards,
Alex Gorbachev

The Pythian Group
Sr. Oracle DBA

Received on Sun Feb 11 2007 - 15:18:18 CST

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