Re: Oracle Support Getting Worse?

Tim,

Wouldn't the Sev2 engineer that gets assigned also be dealing with Sev1 tickets as well? (Potentially?)

Chris

On Sun, Mar 10, 2019 at 5:55 PM Tim Gorman <tim.evdbt_at_gmail.com> wrote:

> Escalating an Oracle Support SR to "severity 1" means it will "follow the
> sun" from one Oracle global support center to another to be processed 24
> hours continuously until resolved. The SR will be in the hands of each
> global support center (i.e. North America, Australia, India, EMEA, etc) for
> about 6-8 hours each before it is handed to the next global support
> center. For an operation as big as Oracle Support, processing so many Sev1
> cases daily, there is no guarantee that an SR will come back to the same
> analyst in the same support center again.
>
> This gives 6-8 hours for each analyst to be assigned by a manager, to come
> up to speed on the SR, research, think, and respond. Each analyst is
> juggling a couple of these, and at times an SR will end up just floating
> for 6-8 hours without response and then be handed off with no changes.
> Every 6-8 hours, it could be a completely new person, with no previous
> context, with only a narrow window of a few hours to do anything. During
> that time, they could do everything up to the point of responding, but then
> run out of time.
>
> In contrast, when an SR is at "Sev2", it stays with the same analyst for 8
> hours out of every 24. This person is also working several cases, but they
> only have to "come up to speed" on an SR once, not each day. If an analyst
> gets to the point of contemplating a response, but runs out of shift, they
> just come back the next shift.
>
> It sounds counter-intuitive, but if faster resolution is desired, I
> believe there is a better chance with Sev2 over Sev1.
>
> It's kind of a weird "Oracle Support corollary" to mathematical "game
> theory"; if you push harder, you trigger behavior that actually makes it
> more difficult for something positive to be done, not unlike when a manager
> demands a status update every thirty minutes. More time is devoted to the
> procedure than the process.
>
> If it is a problem serious enough that it politically requires Sev1, then
> the customer's manager or director who provided their contact information
> to obtain the Sev1 status must work concurrently and actively alongside the
> technical person who opened the SR, constantly staying in touch with the
> Oracle Support escalation manager(s) to ensure that forward progress is
> made and obtaining status, preventing the SR being bounced from shift to
> shift like a beach ball at a rock concert, allowing the technical folks to
> focus. Simply providing their contact information to get the Sev1
> escalated, then sitting back and waiting for results, does not work.
>
> My US$0.02...
>
>
>
> On 3/10/19 17:58, Andrew Kerber wrote:
>
> Update. They just transferred it for the fourth time.
>
> Sent from my iPad
>
> On Mar 10, 2019, at 12:09, bhavani d <bhavani021_at_gmail.com> wrote:
>
> We had a horrible support for one of the sev1 sr and it was crazy. No
> matter how many times we escalated the situation didn’t change —-then we
> escalated to account manager and they are still working on it. They put the
> sr in work in progress for couple of days and came back asking for alert
> log which was uploaded on Day 1
>
> On Sun, Mar 10, 2019 at 1:05 PM Andrew Kerber <andrew.kerber_at_gmail.com>
> wrote:
>
>> I believe Oracle support is going seriously down hill.
>> We opened a case (ODA patching) yesterday around 1130. Sev 1, production
>> node down.
>>
>> After 3.5 hours, no response, we called and escalated. They transferred
>> it to someone else, and he asked for more information.
>>
>> Their first suggestion of something to try was this AM at 403. About 15
>> hours after we opened the SR.
>>
>> I am thinking asking for a refund of our oracle support payments would be
>> appropriate.
>>
>> --
>> Andrew W. Kerber
>>
>> 'If at first you dont succeed, dont take up skydiving.'
>>
> --
> Thanks,
> Bhavani Prasad.
>
>

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