Re: Metalink forums - effects of the outsourcing

  • From: Paul Vallee <paulvallee@xxxxxxxxx>
  • To: "Gogala, Mladen" <MGogala@xxxxxxxxxxxxxxxxxxxx>
  • Date: Thu, 23 Jun 2005 09:51:52 -0400

OK, OK, so if it's about the forums, I gotcha. They suck now, no
argument. I never really made much use of them, so I don't miss them,
but I understand more what we're talking about. Sorry to bring up TAR
response metrics when we were chatting forums.

OK, and so there has been no outsourcing. I couldn't imagine that
happening and my not knowing. Perhaps we should change the subject
line. A company opening an office in another country, yawn, that's not

Now, about the top people, there are still top people there. People
(outstanding people) having left notwithstanding. We've had great
experiences in the past months once CRs has been dutifully
duty-managed/escalated through sales/etc.

I would point out in particular some bright lights from the list whose
full-time jobs are at OSS, but at least one of them asked me not to
"out" them as Oracle employees so I'll resist.

On 6/23/05, Gogala, Mladen <MGogala@xxxxxxxxxxxxxxxxxxxx> wrote:
> -----Original Message----- 
> From: Paul Vallee 
> To: rjamya@xxxxxxxxx; oracle-l@xxxxxxxxxxxxx 
> Sent: 6/23/2005 8:07 AM 
> Subject: Re: Metalink forums - effects of the outsourcing 
> > The thing is, the top people are still all there. 
> The top prople? You mean guys like Cary Millsap, Anjo Kolk, Scott Heisey, 
> Rama Velpuri, Steve Feuerstein, James Morley and Kyle Haley? 
> > It now takes a certain type of problem and a certain associated skill 
> > to navigate support so that you're working with them however. I think 
> Skill to "navigate  support"? Metalink forums are useless. How do you
> "navigate" 
> them if they don't respond? I'd use a different word instead of "navigate"
> but 
> then Steve would probably ban me for a long period of time. Customers are 
> paying for support and shoudn't be required to learn a support prayer book 
> before they call. 
> > this is a function of the sheer size of the installed base now vs. 6-8 
> > years ago. 
> > Another note... I don't know if I misunderstood, but I don't really 
> > get the subject line - effect of the outsourcing. Has Oracle 
> > outsourced anything support-related? I am completely unaware of that 
> > development if so. 
> 2 or 3 years ago, Oracle moved tech support and large part of development to
> Bangalore, India. The development center in Bangalore is growing and  taking
> over more and more functions. 
> -- 

Paul Vallee
President, The Pythian Group, Inc.

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