Re: oracle support response time

japplewhite@xxxxxxxxxxxxx wrote,on my timestamp of 20/04/2010 5:38 AM:
I feel for all y'all who are suffering from Oracle's slow Support. I have come to realize how lucky we are here at AISD in this regard. All of our major Apps are 3rd Party COTS and they're usually slow to go to the next Oracle version. Therefore, we're always way "behind the curve" with Oracle releases. Our Finance/HR app is still on 9i. All of our other 30 or so DBs are 10g 10.2.0.4. That has turned out to be an advantage.
In the eight years I've been here, I've only had one database recovery issue that I needed Support and that was about seven years ago. Every other issue we've belatedly come across has already been solved and a search of MetaLink or MOS provided the answer.
So, if you possibly can, I highly recommend avoiding the "bleeding edge" like the plague. We're not planning on going to 11g, even if our vendors support it, until maybe 11.2.0.3 or .4. 

The "trailing edge" is sweet.


Amen to that!  Same here and it ain't changing anytime soon!

Best way to avoid Oracle features that only work in Powerpoint
is to avoid them until two releases later!  Sometimes a lot more,
ASSM comes to mind - still finding and patching bugs on that one...

Still: on the positive side, apart from the demented lunacy that
is MOS, I must admit Support in general has been good.
We rarely open a sev 1, most of ours are sev 3, resolved within
48 hours. Mostly because I avoid "bleeding edge" like the plague.

Hence why our systems are stable.  And yes: that's "stable",
not "stale"!  We are not a software house or a consultancy,
we're a non-IT business: new features have to prove useful
and of value to us before we waste resources or budget on them!
It's called ROI: the one that stands for Return On Investment,
that is...


--
Cheers
Nuno Souto
in sunny Sydney, Australia
dbvision@xxxxxxxxxxxx
--
http://www.freelists.org/webpage/oracle-l

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