Oracle Gold Support Questions

Fellow netters,

I am trying to get some information for the company that I currently contract for on why they should use Oracle Gold. They asked me to get some information from people that have it already. Please fill out the following questionnaire and get it back to me if you get a chance.

If there is sufficient response, I will be happy to post a summary back to the group (I have to summarize them anyway :)

Thanks!!!

     
     
     _______________________________________________________
     
     1.  What were the 3 major factors influencing your 
     decision to choose Gold level support?
     
     2.  What was your prior level of support?
     
     3.  How long have you been a Gold Support Customer.
     
     4.  What type of applications/development are supported 
     at your company? (Mission-critical, 7x24x365, 
     Development, non-critical, etc)
     
     5.  How would you characterize the level of expertise 
     of your Gold Support Team?  (1=Beginner, 5=Expert)
     
     6.  How would you characterize the level of expertise 
     you currently have in-house?
     
     7.  What kind of hold times (in minutes)have you 
     experienced with Oracle Support as a Gold Customer?
     min _____ 
     max _____
     avg _____
     
     8.  How would you rate the quality of Support response 
     for Sev 1 TARs?  for Sev 2 TARs?
     
     9.  How would you rate the proactive alert feature of 
     Gold Support?  Were you notified in a timely manner of 
     alerts, updates, patches, bugs, etc?
     
     10. Overall, rate your level of satisfaction with the 
     level of support promised and level of support 
     delivered  (1=poor, 5=excellent)
     

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