RE: More on Oracle Support

"Premier Support". Nice. Just another revenue stream for Oracle.

PT Barnum was right.

-----Original Message-----
From: oracle-l-bounce_at_freelists.org
[mailto:oracle-l-bounce_at_freelists.org] On Behalf Of Andrey Kriushin Sent: Friday, April 04, 2008 7:22 AM
To: ag_at_oracloid.com
Cc: wjwagman_at_ucdavis.edu; oracle-l_at_freelists.org Subject: Re: More on Oracle Support

Hi,

completely support what Alex have said. Being a part of the support team in First-Line Support Center here in Russia, I know and practically use those "tricks & techniques" on a day-to-day basis when talking to Global Support.

Moreover, I got almost the same recommendations from Oracle tech.support managers. One thing to add:
there is a thing, which is called "Premier Support". For some amount of money all your SR's would have a privilege in processing - i.e. more adequate engineer from the beginning, easy escalation etc. Also for planned upgrades etc, if you inform the support team beforehand, you'll have right persons "on shift" all around the globe.

Oh well... Try also to chose SR opening time when an 8-hour shifts are in USA or Europe... I.e. don't open SR's in the night (for us in Russia that is vice versa ;-)). Then even without Premier Support the chances to get the right person from "that side" are higher :-)

• Andrey PS. And yes - techies do not like to speak to management as a whole and to external managers especially :-).

Alex Gorbachev wrote:
> Well, the model of Oracle Support is flown in principle. You pay
> pre-defined amount of support fees per year and the less they do for
> you, the better the business. If there is competitive service
> available - such approach could benefit only in very short term. But
> you can't simply change support vendor - you do need updates and
> access to support in some cases so you can't change them to another
> competitive provider. Unless you are willing to change to another
> database but I'm not sure if support from other DB vendors is better.
>
> This is why existence of strong user communities, such as Oracle-L, is

> great. If you need more than community support, there are other
> service providers that can apply more intensive therapy to your Oracle

> databases and, perhaps, provide special skills to deal with Oracle
> Support. You can call it advanced support if you wish.
>
> But I digress... Practical advise would be to request formal
> requirements without guidance to a specific firewall implementation.
> You should feel free to call Oracle support and request to speak to
> manager on duty and inform him about this concern and how important
> this case for your company and how many millions you are loosing and
> etc. I noticed that often DBA's are not comfortable in such
> conversation and management involvement (you would need somewhat pushy
> approach) provides good results. There is no need to know technical
> details -- just need to emphasize importance and ask to escalate.
>
> Cheers,
> Alex

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