Re: Longest TAR Contest
Date: 1995/04/04
Message-ID: <3lqei1$ooj_at_psuvax1.cse.psu.edu>
Article 19452 of comp.databases.oracle:
Path: psuvax1!news.pop.psu.edu!news.cac.psu.edu!howland.reston.ans.net!swrinde!sgiblab!gatekeeper.us.oracle.com!dcsun4.us.oracle.com!us.oracle.com!comet
From: comet_at_us.oracle.com
Newsgroups: comp.databases.oracle
Subject: How to expedite your Support call
Date: 22 Sep 94 11:25:56 PST
Organization: Oracle Corporation--WorldWide Support
Lines: 83
Distribution: world
Expires: 22 Nov 94 11:32:00 PST
Message-ID: <1994Sep22.112556.1_at_us.oracle.com>
References: <35kv4j$m5c_at_fnnews.fnal.gov>
NNTP-Posting-Host: wrvms.us.oracle.com
Summary: You CAN make a difference.
Keywords: Oracle Support
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.
I> If you have an Oracle error, with number, look it up in the book first,
and try out the suggested resolution (which may be "call support"). II> See if problem is reproducible with other users/tables/forms, etc. III> When calling support, make sure to have the following data on hand,
and give it to whomever answers, even a call-control person:
A> Oracle RDBMS version
B> What component (product) of Oracle you are running.
C> Version of component
D> Operating system version
E> Your FAX number (so we can FAX a bulletin to you, perhaps)
F> Oracle error number (e.g. ORA-602).
G> Be able to summarize your problem in one line.
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!
I> Describe problem
1> Describe how to reproduce the problem.
2> Describe the error messages/result.
3> Describe what you've done to try to solve the problem.
4> Have the relevant Oracle documentation at hand--this will help communication
The above will make sure that there is enough information logged in the TAR so that a knowledgeable analyst will be able to work on your problem without having to play phone-tag. Ideally, you will either get the answer on the spot or else we will call you back with the answer.
An alternative to calling in your problem is available, if you have "metal" support, you can access the ORASUPPORT forum on CompuServe. When you upgraded to this level of support, your company received an introductory membership to CompuServe, and instructions on how to access our forum. If you have a CompuServe id and your company has metal support, call the Oracle Support hotline and request access to our forum--just remember that we aren't set up to handle priority 1 calls. Usual response time is 24 hours, and if your request requires interaction, you may need to work via the TAR system anyway, but many people like our support.
If you are a domestic metal customer, you can log a TAR via e-mail; send a message to "supreq_at_oracle.com" for details. International support is rumoured to be coming.
You are already aware that you can dial-in to RTSS, to log/update your TAR. This bypasses any phone-waiting for an analyst or call-control person.
Here's how to follow up on a TAR that's already been logged. 1> When calling back on one TAR, before the analyst/call-control person hangs up
have him/her check on the status of all your other open TARs. This ought to update the status of the TAR. A new TAR is status 25. One callback is status 15. Your second callback updates the status to 10. Any subsequent callbacks update the status to 5. These status codes are for consecutive calls by you when no analyst is working on it, and affect the default ordering of the TAR list in the work queue. 2> If you don't get a callback within guidelines, you should ask to speak to the
"Duty Manager". This person should assign the TAR to somebody who is better able to work with you. Hopefully, you won't need to use this tactic.
Remember that Oracle support analysts are human--we appreciate courtesy and if you solve your problem, please call back to close your TAR. As an organization, Oracle is committed to giving high-quality service. To this end, we have been hiring more people and training them.
I have worked for Oracle for 3 years now. I started out in the VMS group,
which joined the Mini group and became the Midrange Group. When Support
reorganized, I worked in the Escalation Center working almost exclusively
on priority 1 down databases in the evenings and weekends, carrying a beeper,
too, and answering calls from raves, etc. :) A couple months ago, I
transferred to Electronic Support, where I answer questions on CompuServe
and I develop *new* services for the future--Oracle will have an http server.
Don't ask me when; it's not been "officially" announced. But it will happen.
Comet The statements above are mine, personally,
Senior Technical Analyst and DO NOT represent the "official viewpoint"
Oracle WorldWide Support of Oracle Corporation.
Received on Tue Apr 04 1995 - 00:00:00 CEST