Oracle Support
Date: Mon, 11 Apr 2016 17:29:32 +0000
Message-ID: <BY1PR09MB05351A248CC825EC21C5EC2189940_at_BY1PR09MB0535.namprd09.prod.outlook.com>
Anyone else have this kind of experience with Oracle Support?
I opened a ticket for a hosed standby on Saturday. I understand that because it's not a down system it can't be a Sev 1, and now I know that only a Sev 1 system gets weekend attention.
Now it is Monday afternoon. I called support to ask what the status is, and the music was so loud I couldn't hear the person. I asked if she would hang up and call me back. Instead, she updated the ticket that an analyst needed to call me.
Then I called back again (no music this time) and was told support engineers are only working Sev 1 tickets right now, they have a backlog. But somebody would call me back. When I asked when, she said "well, everyone is on their meal break, so it will be another 45 minutes before I can ask that". What? I know they have to eat, but really, everyone goes at the same time? I say that to myself as I'm eating my salad while sitting at my desk hoping for help.
Because of budget cuts my management has asked me to think about third-party support and dropping maintenance, as most of our Districts are moving to another platform because of state budgets. I was horrified at first, thinking "how can I support Oracle databases without true Oracle support?!" Now I think I know.
Sherrie Kubis
Sr. Oracle DBA
Information Technology Bureau
Southwest Florida Water Management District 2379 Broad Street
Brooksville, FL 34604-6899
352.796.7211 x4033
sherrie.kubis_at_swfwmd.state.fl.us
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-- http://www.freelists.org/webpage/oracle-lReceived on Mon Apr 11 2016 - 19:29:32 CEST