RE: Do you ask the question: How do I work with Oracle Support....?

I agree. Haven't we all seen a "fellow DBA" in our own Enterprise DBA teams about whom we decide, on hindsight, "we shouldn't have hired him" ?  

It's the same with Oracle Support Analysts. I doubt if they come with any Product Training that (OCP) DBAs don't get.  

However, I wonder if these Support Analysts get training on *diagnostics* ? On "how to ask the right questions" ? On "how to read uploaded information" ?  

Some of them may be able to "fill in the gaps" and see things that we don't realise when we log the SRs. But that ability comes with experience. When we log an SR we have no idea what qualifications and prior experiences (on our particular products) does the particular Support Analyst have.    

Hemant K Chitale

From: oracle-l-bounce_at_freelists.org
[mailto:oracle-l-bounce_at_freelists.org] On Behalf Of David Fitzjarrell Sent: Wednesday, April 13, 2011 2:34 AM
To: ganstadba_at_hotmail.com; oracle-l_at_freelists.org Subject: Re: Do you ask the question: How do I work with Oracle Support....?  

It's been my observation that the Oracle Support analysts aren't really different from us (outside of the access they have to internal documents we can't see) so the comment that support experiences are a 'crap shoot' is preety much on-target. You can get an analyst who knows Oracle well or you can get one that may not know as much as you do (which is not a slam, just an observation). I've had great experiences with Oracle support personnel and I've had dismal experiences as well.  

You pay your money, you take your chances. :D  

David Fitzjarrell  

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