Re: Interconnect

  • From: "Anjo Kolk" <anjo.kolk@xxxxxxxxxxx>
  • To: gorbyx@xxxxxxxxx
  • Date: Mon, 12 Feb 2007 19:10:31 +0100

I thought that the superbowl commercial extravaganza was already over!
Clearly some body is trying to score in over time :)

Anjo.

On 2/11/07, Alex Gorbachev <gorbyx@xxxxxxxxx> wrote:

Perhaps, there are two reasons:

1. Handover on Sev1 SRs in Oracle is next to nothing so it takes people in
BLR hours to get up to speed.

Proper handover takes time, efforts and, actually, proper skills. I
experienced that situation myself being on the same side of barricades as
Oracle support. At Pythian we provide remote DBA service to our customers
and with main office in Canada we have small offices in India, Australia and
now in the UK. There are cases when we have to follow up the issue round the
clock (call them our Sev1 even though they are usually caused by other
factors like Oracle bugs, hardware failures and etc). It's absolute
requirement to make proper handover in order to get the case "following the
sun" and have customers pleased with its progress. Fortunately, we do have
the tools to do so and we are not limited by any factors like Oracle's
policy of unpublished support material. Customer must see everything related
to his business and I see this as big flaw in Oracle support model.

2. Best people tend to flow to better places.

In this case, as Gopal mentioned, best engineers are moved to HQ which is
typically considered a more pleasant place to live and to have better career
opportunities.



On 2/11/07, Shreeni <shreeni@xxxxxxxxxxxxx> wrote:
>
>  I am guilty of leading this thread off-track. But as Gopal said "YMMV",
> my MM has varied always to the south every single time the SR has been
> routed to BLR. Being born and brought-up all my life in BLR except for the
> past 7 yrs, I would  love to say Oracle support from BLR is wonderful, but
> alas it aint true. For the me the best has been Aus everytime.
>


--
Best regards,
Alex Gorbachev

The Pythian Group
Sr. Oracle DBA

http://www.pythian.com/blogs/author/alex/
http://blog.oracloid.com




--
Anjo Kolk
Owner and Founder OraPerf Projects
tel:    +31-577-712000
mob: +31-6-55340888

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