Re: Oracle Support Getting Worse?

The maximum time I have spent in Oracle SR's is running RDA even for a network latency issue where server to server in PAAS is taking 15000+ msec. I was asking dude! Can I get a hold of some network SME? Hope Larry understands that there is a huge drop in the support quality.

On Tue, Mar 12, 2019 at 11:20 PM Stefan Knecht <knecht.stefan_at_gmail.com> wrote:

> 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
>>
>> This e-mail transmission and any attachments that accompany it may
>> contain information that is privileged, confidential or otherwise exempt
>> from disclosure under applicable law and is intended solely for the use of
>> the individual's to whom it was intended to be addressed. If you have
>> received this e-mail by mistake, or you are not the intended recipient, any
>> disclosure, dissemination, distribution, copying or other use or retention
>> of this communication or its substance is prohibited. If you have received
>> this communication in error, please immediately reply to the author via
>> e-mail that you received this message by mistake and also permanently
>> delete the original and all copies of this e-mail and any attachments from
>> your computer. Please note that coverage cannot be bound or altered by
>> sending an email. You must receive written confirmation from a
>> representative of our firm to put coverage in force or make changes to an
>> existing policy.
>>
>>
>> --
>>
>>
>>
>>
>>
>>
>
> --
> //
> zztat - The Next-Gen Oracle Performance Monitoring and Reaction Framework!
> Visit us at zztat.net | _at_zztat_oracle | fb.me/zztat | zztat.net/blog/
>

--
http://www.freelists.org/webpage/oracle-l