According an Oracle support manager I met the goal is 'follow the sun suppport', meaning the analyst that starts on your SR can, and should, pass it on to the next analyst in the 'follow the sun' rotation. But that 'next-in-line' analyst may already be working on a SEV 1 SR which puts yours (and others) on the 'back burner' which can take yours out of the rotation (meaning it never gets passed on to other analysts) until your original analyst is back on the clock and checks on it -- resulting in the 'one response per day' dilemma. Also from this same Oracle support manager comes the knowledge that these analysts work their shift and then they are done for the day, and when their shift ends the SRs get passed on -- or not. The differing levels of knowledge these analysts have can also affect how often you receive a response as the 'next-in-line' analyst may not comprehend the situation as thoroughly as your original point of contact. [As a side note Oracle support analysts write the MOS (Metalink) documents (and are encouraged to do so) which can explain why there can be different 'solutions' to the same problem causing confusion as to which document to rely upon. I have found this more than once on Metalink/MOS.] David Fitzjarrell ________________________________ From: "Joel.Patterson@xxxxxxxxxxx" <Joel.Patterson@xxxxxxxxxxx> To: andrew.kerber@xxxxxxxxx; dbvision@xxxxxxxxxxxx Cc: oracle-l@xxxxxxxxxxxxx Sent: Wed, April 13, 2011 10:24:44 AM Subject: RE: Do you ask the question: How do I work with Oracle Support....? Yes, its cool that you might not realize which time zone your SR analyst works in. If it is across a pond you can get easily caught in the one answer per day dilemma…. Also if they have worked ‘long enough’, it is obviously not as important as ‘something’ and you might not get a response everyday at that point. J That’s not to say I don’t get good analysts. There are time when submitting the SR to the right place becomes challenging. It is also good mental health to keep in the back of your mind that it is going to be at least a couple days before you will be able to break through this ‘front line’ analyst… Joel Patterson Database Administrator 904 727-2546 ________________________________ From:oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On Behalf Of Andrew Kerber Sent: Wednesday, April 13, 2011 9:03 AM To: dbvision@xxxxxxxxxxxx Cc: oracle-l@xxxxxxxxxxxxx Subject: Re: Do you ask the question: How do I work with Oracle Support....? Well, my two latest incidents are almost emblematic of the current fun with oracle support. #1, I am looking for a good set of step by step instructions for upgrading grid infrastructure from 220.127.116.11 to 18.104.22.168 on solaris sparc 64. After searching the metalink, and googling, I did not find a set of documentation by oracle. I found a couple of step by steps using oui for Linux, but nothing for Sun. So I opened an sr. So far, they have pointed me to one patch I need to install (9413827), and something called ARU 12952701. I dont even know what an ARU is (Maybe something like a CPU or PSU?), but a search on the metalink for 'ARU 12952701' as well as just '12952701' returned no hits. #2, we got a swap space error message and a crash after adjusting some memory settings. MOS asked for the memory usage for each isntance, plus ASM, which I supplied. The next day they asked for total memory usage (they only seem able to do one update per day). Huh? They need me to add up the sga+pga for all the nodes, rather than just doing the math themselves, after I supplied the information? If they needed me to do the math, they should have asked for it the first time rather than waste two days waiting on it. On Wed, Apr 13, 2011 at 2:27 AM, Nuno Souto <dbvision@xxxxxxxxxxxx> wrote: Jared Still wrote,on my timestamp of 13/04/2011 2:00 AM: It's been some time since I have opened an SR. I avoid it if at all possible. Same here. Usually only sev2 and higher. Great experiences: An Oracle support person (in Australia ) helped me to open a database which I had stupidly screwed up. He was most helpful and very knowledgeable. I'll second that. Being in Australia myself, I tend to get answered within the local time window. Which means I get someone local. The last 5 calls have all resulted in my marking the person very high in the subsequent "survey". Not just because he/she deserved it, but also because I got a high quality response, helpful, and a timely resolution. Made it all worthwhile. Poor experiences: Several of these: spend 1-2 hours carefully documenting a problem, and then get a phone call asking to explain what was wrong. I can't tell you how many times I have been asked a question that was clearly shown in the uploaded documentation. (This is not just an Oracle problem, but an industry problem - seen it elsewhere as well) Aye... IBM, Microslop, EMC and so on have all been guilty of this with us. -- Cheers Nuno Souto in sunny Sydney , Australia dbvision@xxxxxxxxxxxx -- http://www.freelists.org/webpage/oracle-l -- Andrew W. Kerber 'If at first you dont succeed, dont take up skydiving.'