> Please enlighten me on the quality of oracle support, the frequency of
> database patches needed, the frequency of maintenance outages (DBA
> housekeeping and what housekeeping items are needed).
> Same goes for DB2 UDB...
>
> I feel my bottom line decision will not be based on
> features/functionality,
> but rather on quality of support.
I find the quality varies from excellent to "I'm-going-to-go-bald" poor. I
logged five TARs last year, four turned out to be bugs and the resolution
was always a work-around not an actual fix... but I'm happy with that as
long as it resolves the problem. One issue I had the support was terrific,
the tech they assigned even gave me his home phone number/personal e-mail
and really really wanted to help get the issue resolved, and in two other
cases I was assigned techs that I could barely understand. The last thing
you want when trying to solve an issue is to throw in a communication
barrier on top, in which case it's better to use Metalink than that live
warm fuzzy person on the phone. In all cases the turn-around time to
resolution was roughly 3-7 business days. I don't bother logging TARs if I
can absolutely help it, I'll spend a few days digging/experimenting first
before bothering. But when all is said and done, it wasn't any worse than
any other vendor I've dealt with.
Received on Wed Mar 02 2005 - 20:37:06 CST
