Re: Oracle Support Getting Worse?

It depends on your CSI.

If your CSI is for cloud services, you'll get the cloud support portal. Everything is then routed through there. E.g. you can't file a database SR for "ora-600 or internal errors" and all those familiar categories anymore. You can't choose products, either. It's all routed differently.

On Wed, Mar 13, 2019 at 2:33 AM Lothar Flatz <l.flatz_at_bluewin.ch> wrote:

> 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>
> <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> <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>
> 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> 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> 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>
> 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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