Re: Longest TAR Contest ( Now ORACLE Support)

From: Geoff Coleman <geoff_at_li-business.ab.ca>
Date: 1995/04/05
Message-ID: <D6KJGp.LqJ_at_li-business.ab.ca>#1/1


>In article <35kv4j$m5c_at_fnnews.fnal.gov>, vranicar_at_fncdua.fnal.gov
>(Matthew Vranicar) writes:
>
>> Does anyone have any keen insights as how to get support from Oracle
>> Corporation? <...SNIP...>
>> Any help on how to get Oracle's attention would be appreciated.
>>
>Here's how to expedite your call to Oracle WorldWide Support.
>II> See if problem is reproducible with other users/tables/forms, etc.

	Yeah right. We wast more time proving to ORACLE when 
       there is a problem, even then they try to pass it off on the O/S etc.


> H> Severity of problem
> "5" Never call me back--I just wanted to tell you this
> "4" Call me eventually; this is a low-priority for me
> "3" Please work on this--I want to know the answer soon
> "2" You must work on this--I have no workaround for this
> "1" My job is on the line--production system stopped working!
From the customers point of view "1" is a joke. Oracle support has this defined as "Databases Down" (ie. if you can get in from sqlplus you can't log it as "1"). The fact that there reporting tool doesn't add is not a "1" problem, in fact the highest they would log it was a "3" ( and yes it was a bug on all UNIX ports). At times this is a very frustrating definition.
>Comet The statements above are mine, personally,
>Senior Technical Analyst and DO NOT represent the "official viewpoint"
>Oracle WorldWide Support of Oracle Corporation.

Geoff Coleman Received on Wed Apr 05 1995 - 00:00:00 CEST

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