Re: Do you ask the question: How do I work with Oracle Support....?
- From: Stefan P Knecht <knecht.stefan@xxxxxxxxx>
- To: "robertgfreeman@xxxxxxxxx" <robertgfreeman@xxxxxxxxx>
- Date: Thu, 7 Apr 2011 13:16:48 +0200
That click box would probably be abused most of the time... I would rather
limit it in a way that an analyst has to "rate" a user as knowledgeable first,
and then make an option available to that user, in future SRs, to route it to
an advanced resolution engineer.
On 07.04.2011, at 04:45, Robert Freeman <robertgfreeman@xxxxxxxxx> wrote:
> So, I wonder if it's fair to judge Oracle support vs. some of the brighter
> minds 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 on 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
> support.
>
> Not to say that Wolfgang should not have gotten sterling support... but I'm
> just sayin'..... :)
>
> I've always thought that Metalink SR's should include a click box that
> indicates 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 and 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.
> Blog: http://robertgfreeman.blogspot.com
>
> Note: THIS EMAIL IS NOT AN OFFICIAL ORACLE SUPPORT COMMUNICATION. It is just
> the 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
> 10046 trace I sent ( emphasis mine ):
>
> <quote>
> 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
> </quote>
>
> At least after challenged on this statement about cpu time in the 10046 trace
> he 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.
>>
> Regards
>
> Wolfgang Breitling
> Centrex Consulting Corporation
> http://www.centrexcc.com
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