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Data Bases > Oracle Server > Re: Oracle sup*...
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Re: Oracle sup****t is sub-optimal

by "gym dot scuba dot kennedy at gmail" <kennedyii@[EMAIL PROTECTED] > Jul 4, 2008 at 10:35 PM

"DA Morgan" <damorgan@[EMAIL PROTECTED]
> wrote in message 
news:486EA53D.3010303@[EMAIL PROTECTED]
> gym dot scuba dot kennedy at gmail wrote:
>> I used to be a big fan of Oracle sup****t.  When I had some very sticky 
>> situations they came through.  Now they have so segmented it that your 
>> Severity 1 SR is passed around non-stop.  Actually, it is with a lot of

>> stops.  Each time they pass it around it takes at least 30 minutes for 
>> the next engineer to ask you yet again for the log files you already 
>> uploaded. If that engineer goes home then the SR languishes for over an

>> hour in some queue.  (until you call up and *****)  It shouldn't take 
>> over 12 hours for a Sev 1 SR to be resolved.  Most of the time has been

>> spent waiting for the next engineer to read the notes and ask for more
or 
>> more recent logs. (for a down system, they don't change much)
>>
>> Then if it is a "different issue" they open yet another SR.  I suspect 
>> that technique is to make their call resolution look good. (it is a 
>> different sr at that point)  They are shooting themselves in the foot. 
>> Our company was purchased by another company with no Oracle experience 
>> and this will lead upper management to believe the Oracle prodcuts are 
>> "sub-optimal".
>>
>> Jim
>
> Please email David Warhoe: david.warhoe@[EMAIL PROTECTED]
 about this matter.
> -- 
> Daniel A. Morgan
> Oracle Ace Director & Instructor
> University of Wa****ngton
> damorgan@[EMAIL PROTECTED]
 (replace x with u to respond)
> Puget Sound Oracle Users Group
> www.psoug.org
Will do thanks,
Jim
 




 18 Posts in Topic:
Oracle support is sub-optimal
"gym dot scuba dot k  2008-07-04 16:48:27 
Re: Oracle support is sub-optimal
hpuxrac <johnbhurley@[  2008-07-04 12:20:14 
Re: Oracle support is sub-optimal
"gym dot scuba dot k  2008-07-04 19:27:02 
Re: Oracle support is sub-optimal
hpuxrac <johnbhurley@[  2008-07-04 13:12:08 
Re: Oracle support is sub-optimal
Mladen Gogala <mgogala  2008-07-04 21:03:21 
Re: Oracle support is sub-optimal
DA Morgan <damorgan@[E  2008-07-04 15:33:33 
Re: Oracle support is sub-optimal
"gym dot scuba dot k  2008-07-04 22:35:33 
Re: Oracle support is sub-optimal
"gym dot scuba dot k  2008-07-05 07:39:20 
Re: Oracle support is sub-optimal
sybrandb@[EMAIL PROTECTED  2008-07-05 13:49:10 
Re: Oracle support is sub-optimal
DA Morgan <damorgan@[E  2008-07-05 09:45:47 
Re: Oracle support is sub-optimal
DA Morgan <damorgan@[E  2008-07-05 09:42:10 
Re: Oracle support is sub-optimal
hpuxrac <johnbhurley@[  2008-07-09 09:21:07 
Re: Oracle support is sub-optimal
"gym dot scuba dot k  2008-07-10 05:56:59 
Re: Oracle support is sub-optimal
Steve Howard <stevedho  2008-07-05 06:41:08 
Re: Oracle support is sub-optimal
Michael Austin <mausti  2008-07-05 15:56:04 
Re: Oracle support is sub-optimal
joel garry <joel-garry  2008-07-07 10:20:53 
Re: Oracle support is sub-optimal
ThanksButNo <no.no.tha  2008-07-07 17:00:03 
Re: Oracle support is sub-optimal
joel garry <joel-garry  2008-07-09 09:13:40 

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tan12V112 Sat Oct 11 19:32:15 CDT 2008.