Re: Oracle Support, How bad is it?

Kevin Brand wrote:
>
> I informed oracle support of a serious issue with the 7.3.2.2 engine that
> was preventing users and developers from getting much work done. This
> 'problem' was characterized by multiple internal errors resulting from DML
> operations.
>
> I emailed trace files and excerpts from the alert log to the 'engineer?'
> that requested them one week ago today. Since then, I've made three call
> backs, with virtually no response. When I talked to the Duty Manager (
> whatever that is I guess I'll never know ), she basically told me via voice
> mail that I was on the list and when I get to the top of the list, my TAR
> would be assigned. Unbelievable.
>
> If it takes more than a week for a priority 2 problem, does that mean that
> a priority 1 ( Server down ) could take a few days? Wow!
>
> I am not impressed. I guess I'm just spoiled on the level of support
> Informix offers their customers.

Hi,

I think ORACLE-Service(Germany) is very good. They could always help us so far. Some months ago I also had the problem that the duty manager didn't call back though I requested for it several times via their support-webserver. Finally I did what Ian proposed (2) and got the answer that the duty manager fellt ill. I told the Lady from the Call Dispatcher that this isn't a solution letting mail of ill collegues unresponded. So she turned to the leader of the group and five minutes later I had my callback.

-- 
M.Greß    :-)