Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR...
Date: Tue, 30 Jun 2009 13:51:45 -0500
Well, for one thing it should not be necessary to get a manager involved in order to get an answer. Oracle has published standards for response that supposedly they require their support personnel to meet. In my experience, that standard is rarely met. In many cases, the response to a simple question is a request for an RDA output, which had no relevance to the question, and appeared to be requested in order to meet some sort of service level.
On Tue, Jun 30, 2009 at 1:36 PM, Stefan Knecht <knecht.stefan_at_gmail.com>wrote:
> What always works is escalation. Oracle has a perfectly funtioning
> escalation process -- and contrary to what some may believe, this does *not
> only* apply to severity 1 SRs....
> Occasions where I frequently escalate service requests:
> - You have to meet some kind of deadline (application rollout, upgrade,
> - You've tried to explain the same analyst the same thing 5 times and he
> still asks you for an RDA (or insert other non-relevant thing here)
> - You need dedicated support for a sustaining period of time (not 24/7, but
> you need a timely resolution which is only possible wiht a dedicated
> engineer keeping an eye on your SR updates)
> - You need someone on standby at a given time (i.e. during a critical phase
> of applying a patch they sent you, and you only have a tiny downtime window)
> BUT -- and here's the thing, don't simply type into the SR "I'd like to
> escalate" .. this gets ignored more often than not. Call them, and (very
> important) ask for management callback --this way the HUB guy or girl on the
> phone will call the duty manager directly. In virtually every case I've had
> a support manager on the line within minutes of calling them. Then, explain
> the situation to them (they speak good english !! ;-) , and have them work
> with their support staff. YOu can be amazed sometimes how the same engineers
> that you'd wait for days answering silly questions all the sudden start
> getting reasonable when they have their manager looking over their
> Another thing that helps, is to involve your sales reps. They want you to
> be happy (so they are welcome when trying to sell you more licenses and
> support renewals) , and especially those that have been around a bit have
> good contacts into oracle support -- that can also speed up your SR by
> orders of magnitude.
> Oh, and the very same applies to BUGs as well, but you need to be a bit
> more convincing there :-)
> All in all I have to say, even if a lot of people are complaining -- it's
> the best vendor support I've worked with. By far.
> Just my CHF 0.02 ;-)
> Stefan P Knecht
> CEO & Founder
> 10046 Consulting GmbH
> Schwarzackerstrasse 29
> CH-8304 Wallisellen
> Phone +41-(0)8400-10046
> Cell +41 (0) 79 571 36 27
> On Tue, Jun 30, 2009 at 7:02 PM, Bill Ferguson <wbfergus_at_gmail.com> wrote:
>> Nice tips on creating a SR.
>> Thanks Robert!
>> -- Bill Ferguson
-- Andrew W. Kerber 'If at first you dont succeed, dont take up skydiving.' -- http://www.freelists.org/webpage/oracle-lReceived on Tue Jun 30 2009 - 13:51:45 CDT