Re: MOS SR escalation?
- From: Niall Litchfield <niall.litchfield@xxxxxxxxx>
- To: cicciuxdba@xxxxxxxxx
- Date: Thu, 16 Aug 2012 10:09:49 +0100
On Thu, Aug 16, 2012 at 2:13 AM, Guillermo Alan Bort
<cicciuxdba@xxxxxxxxx>wrote:
> SR Escalation can be done in one of two ways:
> 1) Update the SR asking for escalation (I find this rather violent, but
> it's the way Oracle wants it)
2) Call Oracle Support and ask for escalation (have your SR number ready).
> hth
>
Updating the SR asking for escalation is *absolutely not* the way Oracle
support wants us to escalate. There's a rather old (and somewhat strident)
blog on this at
https://blogs.oracle.com/Support/entry/support_escalation_processagai The
escalation process is also described in the "Working Effectively with
Support" webcast which runs IIRC monthly. There's also unsurprisingly a
document on the process on MOS itself "How To Escalate a Service Request
(SR) with Oracle Support Services [ID 199389.1] ". Phoning is the way to
go.
Its also rather important *not* to confuse escalation with *severity *changes
which should be dealt with through the normal contact mechanisms.
Incidentally the escalation process is part of Oracle's pre-sales pitch to
purchasing managers, usually this never gets communicated to the people who
actually need to escalate.
--
Niall Litchfield
Oracle DBA
http://www.orawin.info
--
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