Re: Third party support
From: Ryan January <rjanuary_at_gmail.com>
Date: Thu, 12 May 2016 08:26:32 -0500
Message-Id: <146012B9-A4DB-47E8-AD74-DA71970A4EC7_at_gmail.com>
I do believe that is limited to resellers, but you're 100% correct. About 5-6 years ago I was supporting an Oracle RDBMS backed banking platform. 1st tier support always came from the vendor. Any SR's required were opened by the vendor, who communicated with Oracle. I remember the lack of metalink access being problematic, as were identified bugs. We created a test case, which was shipped to the vendor to confirm, before moving up to oracle. It made a long drawn out process even more convoluted.
>
> I do not consider this statement true in all circumstances.
>
> For example: SAP users who purchased their Oracle licenses from SAP as an ASFU (application-specific-full-use) receive full distributions of Oracle version upgrades, downloadable from SAP's support site. Monthly patch sets incorporating some-but-not-all Oracle recommended and security patch sets are also produced by SAP in coordination with Oracle and provided by SAP as a download from the SAP site.
>
> Such users pay their support fees directly to SAP, not Oracle, and IMO SAP thus qualifies as a third party company legally providing bug fixes, patches, and new Oracle version. Such users have no entitlement to access MOS or contact Oracle support (unless available via a separate contract for another Oracle product unreleated to the SAP environment). SAP provides first line support and will escalate issues to Oracle on the back-end when necessary, as I recently spent a good month or three working with SAP/Oracle support to resolve an ORA-600 appearing on a production system during bitmap index creation.
>
> This flavor of third party support may only be available from vendors that have reseller/support contracts with Oracle; for all I know SAP may be the only third party operating along this principle.
>
> -Brian
> --
> http://www.freelists.org/webpage/oracle-l
>
>
Date: Thu, 12 May 2016 08:26:32 -0500
Message-Id: <146012B9-A4DB-47E8-AD74-DA71970A4EC7_at_gmail.com>
I do believe that is limited to resellers, but you're 100% correct. About 5-6 years ago I was supporting an Oracle RDBMS backed banking platform. 1st tier support always came from the vendor. Any SR's required were opened by the vendor, who communicated with Oracle. I remember the lack of metalink access being problematic, as were identified bugs. We created a test case, which was shipped to the vendor to confirm, before moving up to oracle. It made a long drawn out process even more convoluted.
IIRC, the fine print of the contract stated the license only allowed the institution to only run that specific software bundle within the DB. From a support perspective the RDBMS is bundled 'within' the application.
> On May 12, 2016, at 8:13 AM, Brian Pardy <brianpa_at_burton.com> wrote:
>
> Jeremy Schneider wrote:
>> On Wed, 11 May 2016 16:57:38 -0500 "Oracle List"wrote: >>> Similar to what Oracle Support provides when we open SRs for bug >>> fixes, patches, or have to download new Oracle version etc. >>> >>>> On May 10, 2016, at 11:44 PM, Hans Forbrich wrote: >>>> >>>> Please define 'support'. >> >> As others have said in this thread, no third party company can legally provide >> you with bug fixes, patches or new Oracle versions. >> >> They can't give you anything that you can download unless it's a script or >> something that they wrote themselves.
>
> I do not consider this statement true in all circumstances.
>
> For example: SAP users who purchased their Oracle licenses from SAP as an ASFU (application-specific-full-use) receive full distributions of Oracle version upgrades, downloadable from SAP's support site. Monthly patch sets incorporating some-but-not-all Oracle recommended and security patch sets are also produced by SAP in coordination with Oracle and provided by SAP as a download from the SAP site.
>
> Such users pay their support fees directly to SAP, not Oracle, and IMO SAP thus qualifies as a third party company legally providing bug fixes, patches, and new Oracle version. Such users have no entitlement to access MOS or contact Oracle support (unless available via a separate contract for another Oracle product unreleated to the SAP environment). SAP provides first line support and will escalate issues to Oracle on the back-end when necessary, as I recently spent a good month or three working with SAP/Oracle support to resolve an ORA-600 appearing on a production system during bitmap index creation.
>
> This flavor of third party support may only be available from vendors that have reseller/support contracts with Oracle; for all I know SAP may be the only third party operating along this principle.
>
> -Brian
> --
> http://www.freelists.org/webpage/oracle-l
>
>
-- http://www.freelists.org/webpage/oracle-lReceived on Thu May 12 2016 - 15:26:32 CEST