Re: Do you ask the question: How do I work with Oracle Support....?

  • From: Robert Freeman <robertgfreeman@xxxxxxxxx>
  • To: "Oracle-L@xxxxxxxxxxxxx" <Oracle-L@xxxxxxxxxxxxx>
  • Date: Wed, 6 Apr 2011 19:45:23 -0700 (PDT)

So, I wonder if it's fair to judge Oracle support vs. some of the brighter 
here. Wolfgang, you and several others here on Oracle-L know Oracle to such a 
degree that your calls to Oracle support are probably more likely to be 
reporting bugs that you have already identified, or dealing with truly 
mystifying issues. Somehow I think that if you are opening an SR and sending a 
10046 trace file to Oracle Wolfgang, I suspect the problem was anything other 
than simple. 

We all know that remote support can be a difficult proposition. I would propose 
that the complexity of remote support increases in a non-linear fashion based 
the complexity of the problem. I've also found that you can have two very smart 
people, work the same problem, with two totally different answers.

So, I can understand that there might be a curve of support with respect to 
satisfaction with support based on the experience level of the person using 

Not to say that Wolfgang should not have gotten sterling support... but I'm 
sayin'..... :)

I've always thought that Metalink SR's should include a click box that 
the expertise of the person opening the SR and a resulting decision tree comes 
into play with respect to how the SR is routed. That way when Wolfgang files 
SR, he can click the super expert box and be routed to a super expert right off 
the bat....

Just my thinking.

 Robert G. Freeman
Master Principal Consultant, Oracle Corporation, Oracle ACE
Author of various books on RMAN, New Features and this shorter signature line.

opinion of one Oracle employee. I can be wrong, have been wrong in the past and 
will be wrong in the future. If your problem is a critical production problem, 
you should always contact Oracle support for assistance. Statements in this 
email in no way represent Oracle Corporation or any subsidiaries and reflect 
only the opinion of the author of this email.

From: Wolfgang Breitling <breitliw@xxxxxxxxxxxxx>
To: "robertgfreeman@xxxxxxxxx" <robertgfreeman@xxxxxxxxx>
Cc: mdinh@xxxxxxxxx; "Oracle-L@xxxxxxxxxxxxx" <Oracle-L@xxxxxxxxxxxxx>
Sent: Wed, April 6, 2011 7:56:29 PM
Subject: RE: Do you ask the question: How do I work with Oracle  Support....?

I would second that opinion - although my recent Support experiences don't seem 
to have reached 10 so I am still waiting for the 1.
I've largely given up on Oracle support, especially after a support analyst ( 
supposedly one of their "top guns" ) wrote this in an SR after reviewing a 
trace I sent ( emphasis mine ):

In the TKPROF output which looks at Query Parse, Fetch, and Execute times: CPU 
is the "Expected Oracle clocked time to perform this step of the query"
Elapsed on the other hand is the "actual time it took to perform the Execution" 
of the query
Under most circumstances we would expect the CPU and Elapsed time to maintain 
close to a 1:1 ratio
This means Oracle expects the Clock time to be XXX seconds and the Elapsed time 
ends up being ~ XXX seconds

At least after challenged on this statement about cpu time in the 10046 trace 
corrected his stand.

I tend to let others deal with Oracle support. Life is too short for that kind 
of aggravation.

At 15:59 4/6/2011, Michael Dinh wrote:

I get a great experience less than 10% of the time.
>I have SR opened from 3+ months ago where analyst is clueless.  
>Provided test case and example as well.
>Attempted to escalate and still have gone nowhere.

Wolfgang Breitling
Centrex Consulting Corporation

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