Re: More Support woes!
Date: Tue, 26 Nov 2013 17:24:01 +0000
Message-ID: <CABe10sbSa=TaLW8w=9SQu2UNZhmiX9LHYQPjvGE=hN7mF=g8eQ_at_mail.gmail.com>
On Tue, Nov 26, 2013 at 3:54 PM, Tim Gorman <tim_at_evdbt.com> wrote:
> >> Don’t update your Service Request to initiate escalation. This is not
> recommended.
> >> Oracle doesn’t have a batch job running to look for key words in SRs.
>
> But since it has been mentioned, there is a button on the SR screen for
> "Lower severity", which presumably changes a column value somewhere in the
> data model which flags a batch program or something. Why can't there be a
> button for "Increase severity" or "Change severity", which would presumably
> do the same thing. Why is it recommended to waste time on the phone and
> use an unaccountable manual process?
>
At least partly because requesting an escalation and changing severity are *not* the same thing. You escalate when the service is not appropriate for the severity, You change the severity when the business impact of the problem has changed. The only reason I regularly come across for linking the two is when lack of resolution to an issue in non-production environments starts to delay business projects or production. :) Having said all that, the process as documented could quite easily be automated and included in the MOS interface.
> I *despise* lame excuses.
>
see what I mean about American citizens having a lower tolerance for poor service than I do :)
>
> >> Don’t call your sales team, account team, or anyone else in your
> Rolodex of Oracle
> >> business cards. They can’t solve your technical problem. You might as
> well try calling
> >> your parents. There’s no backdoor to this process.
>
> Oh yes there most certainly *is* a "back door"! The sales team has to
> believe that an active pending deal is threatened, but they *regularly*
> intervene and escalate SRs, with very satisfying results.
>
Absolutely. They certainly can't solve the technical issues, but they certainly can apply appropriate business pressure to people who can. This is no different to what happens in most companies internally when the CIO gets an irate call from an internal customer about database performance..
-- http://www.freelists.org/webpage/oracle-lReceived on Tue Nov 26 2013 - 18:24:01 CET