Re: Severity 01
Date: Mon, 7 Jun 2010 15:13:36 +0200
You have a point there with the "Follow the sun" approach. We have ended up with an Oracle technician in Romania. Then escelating,with the phone, we have managed to get our case to be seen in Barcelona..
At the time of the incident, it seems there were 12 SVR1 requests more, other than ours..
Code so clean you could eat off it
On Sat, Jun 5, 2010 at 12:11 AM, John Piwowar <jpiwowar_at_gmail.com> wrote:
> Why no, of course not! You have to call someone to get them to unlock the
> button for you. Otherwise, people might click it by accident...
> John P.
> (Strange spelling? iPhone's fault. Strange content? Alas, that's all me)
> On Jun 4, 2010, at 2:58 PM, Kellyn Pedersen <kjped1313_at_yahoo.com> wrote:
> *"Isn't there a new button in the flash interface allowing you to request
> an escalation? "*
> OK, second question would be- If there is a buttom that allows you to
> escalate just by pushing it- DOES IT ACTUALLY WORK?? :)
> Frustrated with MOS DBA
> Kellyn Pedersen
> Sr. Database Administrator
> I-Behavior Inc.
> "Go away before I replace you with a very small and efficient shell
> *From:* Martin Bach <development_at_the-playground.de>
> *To:* Niall Litchfield <niall.litchfield_at_gmail.com>; <tim_at_evdbt.com>
> *Cc:* ozgur.ozdemircili_at_gmail.com; ORACLE-L <oracle-l_at_freelists.org>
> *Sent:* Fri, June 4, 2010 12:41:41 PM
> *Subject:* Re: Severity 01
> Isn't there a new button in the flash interface allowing you to request an
> escalation? I have never tried it and if memory serves me right then it had
> to do with a new priority handling they introduced. Haven't tried yet, I
> avoid support where possible to avoid frustration.
> Martin Bach
> Oracle Certified Master 10g
> ----- Reply message -----
> From: "Niall Litchfield" <niall.litchfield_at_gmail.com>
> Date: Fri, Jun 4, 2010 18:16
> Subject: Severity 01
> To: <tim_at_evdbt.com>
> Cc: <ozgur.ozdemircili_at_gmail.com>, "ORACLE-L" <oracle-l_at_freelists.org>
> In this situation in the past I've always found Oracle's criteria for sev1,
> that the customer tech *and a responsible manager* are contactable 24/7
> useful I'm crystallizing the actual severity of an incident. That said
> escalation isn't a change in severity, but a recognition that the existing
> analysts aren't providing a satisfactory service. I'd be really interested
> to see escalation rates over the last 5 years or so.
> Niall Litchfield
> On Jun 4, 2010 3:17 PM, "Tim Gorman" <tim_at_evdbt.com> wrote:
> Something to consider about "sev1" SRs with Oracle Support, having to do
> with simple human nature...
> Oracle Support has multiple support centers for each area of expertise,
> scattered all around the world, resulting in a "follow the sun" ability to
> work a problem continuously, as responsibility for the Sev1 SR moves from
> time-zone to time-zone. This continuous-processing capability is a good
> thing overall.
> One possible problem with this "follow-the-sun" approach is that the SR is
> not necessarily worked by the same analyst every time it re-enters a
> time-zone. Like any other workplace, Oracle Support is juggling employee
> schedules and issues. So, as a result, the SR spends 6-8 hours with each
> analyst, and depending on the analyst, they may spend most of those 6-8
> hours coming up to speed on the issues, then one or two rounds of Q&A to
> to make progress, then pass the SR onto the next time-zone. Thus, a sev1
> can spend all of its time bouncing from one analyst to another, and as it
> ages, it becomes inevitable that new sev1 SRs enter the queue, distracting
> attention, and now the analyst has to juggle the older sev1 SRs long enough
> to pass onto the next time-zone. Not that "juggling" is the intention of
> any of the analysts, but it is pretty much a natural consequence given the
> So, although your management may insist on pushing the SR to "severity 1",
> for a complex involved issue you may get better results from leaving it at
> severity 2, then escalating to a duty manager to make sure the best person
> for the problem is assigned to the SR. It may seem counter-intuitive (or
> maybe not?), but 8 hours/day of one good analyst can achieve faster
> resolution than 24 hours/day of 3-4 different analysts every 6-8 hours.
> Everyone knows that it requires constant input from the customer side in
> return for constant processing from the Oracle Support side, but that also
> includes continuous guidance from the customer side to ensure that progress
> is being made and "juggling" is not occurring.
> Of course, you'd have to consider the nature of the problem carefully, but
> if it is a complex and involved situation, such as a recovery, this is
> something to consider...
> Hope this helps...
> Tim Gorman
> consultant -> Evergreen Database Technologies, Inc.
> postal => P.O. Box 630791, Highlands Ranch CO 80163-0791
> website => http://www.EvDBT.com/
> email => Tim_at_EvDBT.com
> mobile => +1-303-885-4526
> fax => +1-303-484-3608
> Lost Data? => http://www.ora600.be/ for info about DUDE...
> Ozgur Ozdemircili wrote: > > Hi all, > > At last we were able to recover
> database. Here are t...
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