Re: Fun and games with Oracle Support

From: gazzag <gareth_at_jamms.org>
Date: Tue, 11 Jan 2011 03:03:34 -0800 (PST)
Message-ID: <d84b455d-11d6-4c18-a0f4-6c3178f3150b_at_t35g2000yqj.googlegroups.com>



On Jan 11, 3:04 am, onedbguru <onedbg..._at_yahoo.com> wrote:
> On Jan 10, 11:08 am, John Hurley <hurleyjo..._at_yahoo.com> wrote:
>
> > Mladen:
>
> > # I have a SR priority 2, ORA-07445. SR Number is 3-2695873331. They
> > haven't responded in five days. Look at this:
>
> > Ahhh the old priority 2 SR trick ... I believe 2 is known as
> > purgatory ...
>
> > Seriously maybe it depends on who you are as a customer but once
> > something is down for me in priority 2 you just know no work is going
> > to be done on it until you call and escalate and maybe re-categorize.
>
> > Some things just don't change eh?
>
> a trick to getting some attention - but not always - is send in 3
> replies within 1 hr.  This [SHOULD] automatically trigger the SR for
> someone to look at it immediately.
>
> At this point call your sales rep, support rep, support center and any
> other phone numbers you may have that may be able to help.  Take a
> look at the following link to see if there is anything that may apply
> to your situation - you probably already have, but it is worth
> mentioning here - especially the mentioning of MOSC note: Software
> bugs (i.e. Bug 4098853).  See note 342443.1 on MOSC.
>
> http://www.dba-oracle.com/t_ora_07445_exception_encountered.htm

Although, of course, Mladen's original point is that, for the money we pay for support, we should not have to jump through these hoops in the first place!

-g Received on Tue Jan 11 2011 - 05:03:34 CST

Original text of this message