Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR...
- From: Stefan Knecht <knecht.stefan@xxxxxxxxx>
- To: wbfergus@xxxxxxxxx
- Date: Tue, 30 Jun 2009 20:36:26 +0200
Bill
What always works is escalation. Oracle has a perfectly funtioning
escalation process -- and contrary to what some may believe, this does *not
only* apply to severity 1 SRs....
Occasions where I frequently escalate service requests:
- You have to meet some kind of deadline (application rollout, upgrade, etc)
- You've tried to explain the same analyst the same thing 5 times and he
still asks you for an RDA (or insert other non-relevant thing here)
- You need dedicated support for a sustaining period of time (not 24/7, but
you need a timely resolution which is only possible wiht a dedicated
engineer keeping an eye on your SR updates)
- You need someone on standby at a given time (i.e. during a critical phase
of applying a patch they sent you, and you only have a tiny downtime window)
BUT -- and here's the thing, don't simply type into the SR "I'd like to
escalate" .. this gets ignored more often than not. Call them, and (very
important) ask for management callback --this way the HUB guy or girl on the
phone will call the duty manager directly. In virtually every case I've had
a support manager on the line within minutes of calling them. Then, explain
the situation to them (they speak good english !! ;-) , and have them work
with their support staff. YOu can be amazed sometimes how the same engineers
that you'd wait for days answering silly questions all the sudden start
getting reasonable when they have their manager looking over their
shoulders.
Another thing that helps, is to involve your sales reps. They want you to be
happy (so they are welcome when trying to sell you more licenses and support
renewals) , and especially those that have been around a bit have good
contacts into oracle support -- that can also speed up your SR by orders of
magnitude.
Oh, and the very same applies to BUGs as well, but you need to be a bit more
convincing there :-)
All in all I have to say, even if a lot of people are complaining -- it's
the best vendor support I've worked with. By far.
Just my CHF 0.02 ;-)
Stefan
=========================
Stefan P Knecht
CEO & Founder
s@xxxxxxxx
10046 Consulting GmbH
Schwarzackerstrasse 29
CH-8304 Wallisellen
Switzerland
Phone +41-(0)8400-10046
Cell +41 (0) 79 571 36 27
info@xxxxxxxx
http://www.10046.ch
=========================
On Tue, Jun 30, 2009 at 7:02 PM, Bill Ferguson <wbfergus@xxxxxxxxx> wrote:
> Nice tips on creating a SR.
>
> Thanks Robert!
> --
> -- Bill Ferguson
> --
> //www.freelists.org/webpage/oracle-l
>
>
>
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