Re: More on Oracle Support
- From: Andrey Kriushin <Andrey.Kriushin@xxxxxxxx>
- To: ag@xxxxxxxxxxxx
- Date: Fri, 04 Apr 2008 15:21:34 +0400
Hi,
completely support what Alex have said. Being a part of the support team
in First-Line Support Center here in Russia,
I know and practically use those "tricks & techniques" on a day-to-day
basis when talking to Global Support.
Moreover, I got almost the same recommendations from Oracle tech.support
managers. One thing to add:
there is a thing, which is called "Premier Support". For some amount of
money all your SR's would have
a privilege in processing - i.e. more adequate engineer from the
beginning, easy escalation etc. Also for
planned upgrades etc, if you inform the support team beforehand, you'll
have right persons "on shift" all around the
globe.
Oh well... Try also to chose SR opening time when an 8-hour shifts are
in USA or Europe... I.e. don't open SR's
in the night (for us in Russia that is vice versa ;-)). Then even
without Premier Support the chances to get the
right person from "that side" are higher :-)
-- Andrey
PS. And yes - techies do not like to speak to management as a whole and
to external managers especially :-).
Alex Gorbachev wrote:
Well, the model of Oracle Support is flown in principle. You pay
pre-defined amount of support fees per year and the less they do for
you, the better the business. If there is competitive service
available - such approach could benefit only in very short term. But
you can't simply change support vendor - you do need updates and
access to support in some cases so you can't change them to another
competitive provider. Unless you are willing to change to another
database but I'm not sure if support from other DB vendors is better.
This is why existence of strong user communities, such as Oracle-L, is
great. If you need more than community support, there are other
service providers that can apply more intensive therapy to your Oracle
databases and, perhaps, provide special skills to deal with Oracle
Support. You can call it advanced support if you wish.
But I digress... Practical advise would be to request formal
requirements without guidance to a specific firewall implementation.
You should feel free to call Oracle support and request to speak to
manager on duty and inform him about this concern and how important
this case for your company and how many millions you are loosing and
etc. I noticed that often DBA's are not comfortable in such
conversation and management involvement (you would need somewhat pushy
approach) provides good results. There is no need to know technical
details -- just need to emphasize importance and ask to escalate.
Cheers,
Alex
--
//www.freelists.org/webpage/oracle-l
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