Re: Oracle Support Getting Worse?

My point is how the Sev1 mechanism is designed to last indefinitely with no single person responsible, resulting in less accountability than the normal mechanism.

To fix this, the customer executive who authorizes the Sev1 escalation must become an equal partner on the SR, with equal responsibility for resolution, working the escalation 24x7 alongside the technical person.  This executive must be working directly with an Oracle support manager or director, holding them responsible for progress.  There is no roadmap or formal process for this, the executive must earn their pay to figure out how this is done.  Now the technical people are freed up to focus on working the problem. Customer executives are obtaining status directly from Oracle Support, so there is less need to pester the technical folks so frequently.

Hope that makes sense?

On 3/11/19 09:54, Chris Taylor wrote:
> 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
> <mailto: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
>> <mailto: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 <mailto: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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