Re: Success Story with Oracle Support

I think we can all agree that there are some really sharp, really awesome people that work in Oracle Support. The trick is to find them. :)

On Thu, May 19, 2011 at 13:41, Guillermo Alan Bort <cicciuxdba_at_gmail.com>wrote:

> Hi Listers,
>
> A few days ago we had a problem with EM, some of the weird things that
> happen from time to time that make you wonder what is packed in that weird
> product. Anyway, this is not an EM story... Anyway, the result was that we
> had all the targets showing as unreachable (and no, it wasn't a network
> outage). After troubleshooting for a while I decided to open a Sev 1 with
> Oracle... since I wouldn't be sleeping anyway until this was fixed. I got a
> call back from Oracle within one hour and was online with them in a web
> conference shortly afterwards. We didn't make much progress right there so
> we decided to close the conference and take a break. I went home (it was
> well past 9PM) and got another call from Oracle Support. This time we made
> some progress, we got at least one node of each of the monitored clusters
> working. This was enough for me to go to bed... we would get calls if any of
> the servers went down (they are monitored by Nagios and we would get
> tablespace/asm monitoring... so risks were minimal. It actually took two
> days, resecuring both OMS and all the agents to get everything back up and
> running but working with Oracle support was actually very good, the guy knew
> what he was doing and the issue got the attention it needed. As soon as we
> got the most important monitoring back online I requested a severity
> downgrade to make sure the case would stay with the same analyst and today
> we closed the SR.
>
> I must say I am very happy and for once have nothing bad to say about
> the way an SR was handled by Oracle Support. I thought after all the
> complaining about MOS we see in this list, a little success story would add
> some perspective ;-) I'm not saying I suddenly love the site, but there are
> good people working there.
>
> Cheers
> Alan.-
>

-- 
Charles Schultz

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