RE: No Oracle Support for 11g yet

But that takes the fun out of leaving nastygrams in the SR....

I guess I can do both! :-)

I agree that the escalation process is not one well known.

RF


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  -----Original Message-----
  From: Dan Norris [mailto:dannorris@xxxxxxxxxxxxx]
  Sent: Wednesday, August 15, 2007 3:13 PM
  To: Brandon.Allen@xxxxxxxxxxx; Robert Freeman; oracle-l@xxxxxxxxxxxxx
  Subject: Re: No Oracle Support for 11g yet


  http://blogs.oracle.com/Support/2007/07/18#a18
  You might check this blog entry from Chris Warticki--it's enlightening.
You don't necessarily have to change severity to escalate. It outlines the
process to escalate your SR. Here's an excerpt:

  Customers can escalate any Service Request, for any Severity, at any time.
  The process for Escalation is very simple.

    1.. Initiate escalation by calling the respective 800# for your Product
Support Team
      1.. Feel free to update your SR/Case by documenting that you've
requested escalation, however do not initiate escalation via electronic
means.
      2.. Do not Escalate by calling your account/sales team - common
mistake.

    2.. Provide the Support Engineer who answers your call your existing
Service Request/Case number and request "to speak to the Escalation Manager"
      1.. Do not ask for an update in the SR/Case - this is the #1 mistake.
      2.. Do not ask for an increase in Severity/Priority - this is the #2
mistake.
    3.. The Manager will be identified and notified and will contact you
back - typically in less than 30 minutes.
    4.. During that discussion, express your concerns, develop an agreeable
action plan and commit to open communication with that manager on an ongoing
basis.
  Maybe that'll help--sure helped me.


  ----- Original Message ----
  From: "Allen, Brandon" <Brandon.Allen@xxxxxxxxxxx>
  To: Robert Freeman <robertgfreeman@xxxxxxxxx>; oracle-l@xxxxxxxxxxxxx
  Sent: Wednesday, August 15, 2007 1:16:50 PM
  Subject: RE: No Oracle Support for 11g yet


  It's just a severity 4 - just asking exactly what features of SQL Plan
Management we can & can't use without diagnostics & tuning pack licenses.
In the 11g license guide (here
http://download.oracle.com/docs/cd/B28359_01/license.111/b28287/options.htm#
CIHFIHFG) it says the tuning pack is required for "Automatic Plan
Evolution", but I don't see that term clearly defined anywhere in the
documentation so I'm not sure exactly what it means.

  I would definitely be escalating if it was a higher severity, but in this
case it's understandable if the response is a little slow - hopefully not
more than a couple days though.



----------------------------------------------------------------------------
--
  From: Robert Freeman [mailto:robertgfreeman@xxxxxxxxx]


  Escalate the SR. What sev is it. If it's a 4 you could end up waiting 21
days... :-)

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