RE: Do you ask the question: How do I work with Oracle Support....?
- From: "Taylor, Chris David" <ChrisDavid.Taylor@xxxxxxxxxxxxxxx>
- To: "'robertgfreeman@xxxxxxxxx'" <robertgfreeman@xxxxxxxxx>, "'Oracle-L@xxxxxxxxxxxxx'" <Oracle-L@xxxxxxxxxxxxx>
- Date: Thu, 7 Apr 2011 06:51:24 -0500
The only problem with adding a checkbox regarding expertise level is that a lot
people that open a case are going to be clicking that button to get "better"
(or "faster") support from Oracle (regardless if they're an expert or not) I
would think.
Chris Taylor
Sr. Oracle DBA
Ingram Barge Company
Nashville, TN 37205
Office: 615-517-3355
Cell: 615-663-1673
Email: chris.taylor@xxxxxxxxxxxxxxx<mailto:chris.taylor@xxxxxxxxxxxxxxx>
CONFIDENTIALITY NOTICE: This e-mail and any attachments are confidential and
may also be privileged. If you are not the named recipient, please notify the
sender immediately and delete the contents of this message without disclosing
the contents to anyone, using them for any purpose, or storing or copying the
information on any medium.
From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On
Behalf Of Robert Freeman
Sent: Wednesday, April 06, 2011 9:45 PM
To: Oracle-L@xxxxxxxxxxxxx
Subject: Re: Do you ask the question: How do I work with Oracle Support....?
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<http://www.centrexcc.com/>
Other related posts:
