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Oracle Support [message #687787] Fri, 02 June 2023 11:14 Go to next message
John Watson
Messages: 8916
Registered: January 2010
Location: Global Village
Senior Member
This morning I had to open a P1 TAR (or Severity 1 Service Request, as we are meant to call them now) for an OCI DB System. The actual problem doesn't matter (well, it does to the client) what I'm asking about is what sort of experience anyone is getting from Support for P1 nowadays. I opened the TAR and after about 1 hour it was picked up and I received the usual "Your Service Request has been assigned to me and I am progressing with initial analysis of the instance and will update you soon" message. That was 5 hours ago. Nothing since.

I haven't raised a P1 for a long time, is this delay normal now? The assigned engineer is in the OCI DBaaS support group in Bangalore.
Re: Oracle Support [message #687788 is a reply to message #687787] Fri, 02 June 2023 12:11 Go to previous messageGo to next message
John Watson
Messages: 8916
Registered: January 2010
Location: Global Village
Senior Member
Update! He replied - about 5 minutes before his shift ends. Hmmm. Unfortunately, it was one of those replies that shows the person hasn't actually read the question: he pointed me to an irrelevant article. Of course I've done what it said, because if you don't nothing more will happen, and of course no difference.
Perhaps whomever it gets assigned to now will do a better job.

I do wonder how the P1 24/7 follow the sun works nowadays. It seems to be very different from when I was there. Indeed, the whole attitude of Support doesn't seem to be the same.

[Updated on: Fri, 02 June 2023 12:11]

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Re: Oracle Support [message #687791 is a reply to message #687788] Sat, 03 June 2023 03:34 Go to previous messageGo to next message
John Watson
Messages: 8916
Registered: January 2010
Location: Global Village
Senior Member
My TAR was transferred to an engineer in Mexico. Within 15 minutes, he came up with the solution. Quite a difference.
Re: Oracle Support [message #687792 is a reply to message #687791] Sat, 03 June 2023 11:39 Go to previous message
Michel Cadot
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Registered: March 2007
Location: Nanterre, France, http://...
Senior Member
Account Moderator

Indeed. Smile

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