There's also a rather important difference between escalation and changing the severity of an SR. Escalation happens when you need to get the attention of someone higher up/ a different and/or better engineer and so on. Sev1 is work 24*7 and have your manager on the phone as well because of the business impact. So you can have an escalated sev2 and a non escalated sev1. On 11/8/06, Alex Gorbachev <gorbyx@xxxxxxxxx> wrote:
Be sure they will update it while you are sleeping. ;-) Chances are your guy's on another side of the globe. :) When escalating to Sev 1, they will be working on your nights - so be ready to answer the damn phone. ;-) On 11/8/06, Sanjay Mishra <smishra_97@xxxxxxxxx> wrote: > Kevin > > I even offered the Remote connection so that they can see the issue but no > reply. Let's wait for some more time else I will call the support number. -- Best regards, Alex Gorbachev The Pythian Group Sr. Oracle DBA http://www.pythian.com/blogs/author/alex/ http://blog.oracloid.com -- //www.freelists.org/webpage/oracle-l
-- Niall Litchfield Oracle DBA http://www.orawin.info