Re: Metalink response time
Date: Tue, 30 Jun 2009 09:08:36 -0700 (PDT)
What is the severity level of the SR? If it's a 3 or higher, that is why you are getting slow response.
Robert G. Freeman
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- Original Message ---- From: Bill Ferguson <wbfergus_at_gmail.com> To: oracle-l-freelists <oracle-l_at_freelists.org> Sent: Tuesday, June 30, 2009 10:00:50 AM Subject: Metalink response time
Has anybody filed a SR in the last few days and still waiting around for a response?
I filed one Saturday morning (Denver time), about 7:30 am. Yesterday at 9:30 am (about 50 hours later), it was finally assigned to an analyst, who finally sent me an email early this morning about 2:30 am, simply saying they are looking into it.
The SR seems like it would be a fairly simple one for them. I was going to perform an upgrade from 220.127.116.11 to 18.104.22.168, but the OUI installer is somehow finding an incompatible previous installation of the 10.2.0.4 Grid Control agent and won't continue, even if I tell it to ignore it.
As I understand it, we have the 8-hour support option, 24/7, whatever that equals (Bronze or Silver?).
This is by far the worst response I've ever received from Oracle support in almost 20 years.
- Bill Ferguson