Re: Oracle Support Getting Worse?

Please define cloud support: The support for cloud specific issues or support for customers in the cloud?

Lothar

Am 12.03.2019 um 18:12 schrieb Sweetser, Joe:
>
> Agreed on this push to the cloud.  That said, I will say that (so far)
> I have found the cloud support to be very good when I have needed it.
>
> -joe
>
> *From:*oracle-l-bounce_at_freelists.org <oracle-l-bounce_at_freelists.org>
> *On Behalf Of *Luis Santos
> *Sent:* Tuesday, March 12, 2019 11:07 AM
> *To:* ORACLE-L <oracle-l_at_freelists.org>
> *Subject:* Re: Oracle Support Getting Worse?
>
> Oracle seems to have no more interest in on-premise Oracle Databases.
> Even those that have active support contracts.
>
> The move-to-cloud express order is the new mantra. Those who stay on
> this wrecked ship should promptly ask for a rescue.
>
> /--/
>
> /Att/
>
> /Luis Santos/
>
> //
>
> Em ter, 12 de mar de 2019 às 13:37, David Lord <dlordster_at_gmail.com
> <mailto:dlordster_at_gmail.com>> escreveu:
>
> My impression is that Oracle support analysts' main aim is to get
> the SR off their queue and on to your's, so they will always take
> the option of asking for more information/alert logs/RDA
> output/etc, however unnecessary. Following the sun just gives them
> an opportunity to do that every few hours.
>
> --
>
> David Lord
>
> On Tue, 12 Mar 2019 at 16:23, Jeff Chirco <backseatdba_at_gmail.com
> <mailto:backseatdba_at_gmail.com>> wrote:
>
> I agree mostly a hit and miss but a lot of times a miss. I
> have found that the Enterprise Manager team and Golden Gate
> team have MUCH better responses. The database team however is
> usually bad. Often they will first respond with some dumb
> questions that I have already answered in the description of
> my problem. They will often do this for the first couple days.
> I recently had an SR open Serv2 that went over a month with no
> response. I called three times to get escalated and have the
> manager call me back, no one ever did. Got my account manager
> involved and was still getting ignored. So frustrating.
>
> On Tue, Mar 12, 2019 at 8:53 AM Justin Mungal <justin_at_n0de.ws
> <mailto:justin_at_n0de.ws>> wrote:
>
> Well, from my experience working with Oracle Support has
> always been pretty hit and miss. Some SRs get resolved
> pretty quickly, while others sit idle for days and don't
> get escalated when I call in and request an escalation. I
> would have gotten canned quite a while ago if that is how
> I treated my customers.
>
> On Sun, Mar 10, 2019 at 12:05 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.'
>
>
>
> --
>
> --
> David
>
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