RE: Do you ask the question: How do I work with Oracle Support....?
- From: "Chitale, Hemant Krishnarao" <Hemant.Chitale@xxxxxx>
- To: <oratune@xxxxxxxxx>
- Date: Wed, 13 Apr 2011 10:18:39 +0800
I agree. Haven't we all seen a "fellow DBA" in our own Enterprise DBA
teams about whom we decide, on hindsight, "we shouldn't have hired him"
?
It's the same with Oracle Support Analysts. I doubt if they come with
any Product Training that (OCP) DBAs don't get.
However, I wonder if these Support Analysts get training on
*diagnostics* ? On "how to ask the right questions" ? On "how to
read uploaded information" ?
Some of them may be able to "fill in the gaps" and see things that we
don't realise when we log the SRs. But that ability comes with
experience. When we log an SR we have no idea what qualifications and
prior experiences (on our particular products) does the particular
Support Analyst have.
Hemant K Chitale
________________________________
From: oracle-l-bounce@xxxxxxxxxxxxx
[mailto:oracle-l-bounce@xxxxxxxxxxxxx] On Behalf Of David Fitzjarrell
Sent: Wednesday, April 13, 2011 2:34 AM
To: ganstadba@xxxxxxxxxxx; oracle-l@xxxxxxxxxxxxx
Subject: Re: Do you ask the question: How do I work with Oracle
Support....?
It's been my observation that the Oracle Support analysts aren't really
different from us (outside of the access they have to internal
documents we can't see) so the comment that support experiences are a
'crap shoot' is preety much on-target. You can get an analyst who knows
Oracle well or you can get one that may not know as much as you do
(which is not a slam, just an observation). I've had great experiences
with Oracle support personnel and I've had dismal experiences as well.
You pay your money, you take your chances. :D
David Fitzjarrell
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