Re: Oracle Support
Date: Mon, 11 Apr 2016 23:35:22 +0530
Message-ID: <CACoevcrOFPRrgwW_pRmYfpaMMMu-4YKAVV2JCmGbjveFRUJ5gA_at_mail.gmail.com>
Almost always, we figure out the issues long before a Sev 2 gets enough traction from Oracle. I also deal with E-Business Suite and the situation is not different. I'm yet to come across the analysts are in queue phenomena yet.
I had two Sev 1 open over the weekend in EBS and we ended up identifying the problem and solution before Oracle support did.
If you have all the time in the world, they'll eventually fix your issue. But if it's urgent, I'd rather have competent in house team.
Regards, Jithin
On 11-Apr-2016 11:20 PM, "RajeevGM" <rprabha01_at_gmail.com> wrote:
Sherrie,
My experience, for any non-Sev1 SRs, the turn around time varies..
Anyway, could you please describe the issue/ errors visible on the standby db ?
Rajeev
> On Apr 11, 2016, at 1:29 PM, Sherrie Kubis <
Sherrie.Kubis_at_swfwmd.state.fl.us> wrote:
>
> 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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