RE: how good is oracle tech support?

Ian,

Yeah, and there's a major storm brewing when an analyst who's thinking
"Is this guy going to pass the 'I'm not an idiot' test?" meets a grumpy,
stressed-out customer who's thinking "@#$@#$@, if I get one more analyst
who treats me like I'm an idiot, I swear I'm gonna throttle him!"....;-)

Mark J. Bobak
Oracle DBA
ProQuest Company
Ann Arbor, MI
"Post Hoc Ergo Propter Hoc"


-----Original Message-----
From: MacGregor, Ian A. [mailto:ian@xxxxxxxxxxxxxxxxx]=20
Sent: Tuesday, April 06, 2004 5:51 PM
To: 'oracle-l@xxxxxxxxxxxxx'
Subject: RE: how good is oracle tech support?


Tech support deals with quite a few people who strive to or perhaps
easily remain ignorant about all things Oracle.  This often means you
have to pass the, "I am not an idiot!" test.  Support is a strong
believer in reduction of all problems to a small solution set.  When the
answer to your problem isn't in the solution set, you will need to
convince the analyst of that.  Once done, support has almost always
been great.  At one time U.K. support was better than U.S., and for
tricky problems you would wait for Bracknell to take over the support
duties.

There are some problems such as ORA-600 problems to which support may
not know the answer.  Occasionally a system depending on OCI direct
insert capability would throw the following error

Errors in file /opt/oracle/admin/NLCO/udump/nlco_ora_29253.trc:
ORA-00600: internal error code, arguments: [kpodpmop_01], [0], [], [],
[], [], [], []

Support couldn't figure it out.  A few days ago starting at 3 am the
error  became common place.  It turned out to be a bad signal from a
test klystron assembly  resulting in bad floating point data.


Ian MacGregor
Stanford Linear Accelerator Center
ian@xxxxxxxxxxxxxxxxx =20

-----Original Message-----
From: Jared.Still@xxxxxxxxxxx [mailto:Jared.Still@xxxxxxxxxxx]=20
Sent: Tuesday, April 06, 2004 12:30 PM
To: oracle-l@xxxxxxxxxxxxx
Subject: RE: how good is oracle tech support?

> There are two ways to look at a "trivial request":
>
> 1- You should not need to open a tar to find the answer
Indeed.  It is a good idea to do a fair amount of research before
opening a tar.  You can see if other people have had the same problem,
and how they may have resolved it.

You will also become much better educated about the problem you are
trying to solve.

Do your research in MetaLink, the documentation and with search engines.
I've been favoring teoma.com lately for oracle searches.

MetaLink is at times underrated I think.  It is really quite good.
Compare it to some other vendor support sites.  Veritas for instance has
a lot of documentation and information available on their web site, but
it is rather difficult at times to find what you need.

Also take advantage of the RDA tool.  It can be quite useful in tracking
down some pesky problems.

Jared


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