Re: No Oracle Support for 11g yet
- From: Dan Norris <dannorris@xxxxxxxxxxxxx>
- To: Brandon.Allen@xxxxxxxxxxx, Robert Freeman <robertgfreeman@xxxxxxxxx>, oracle-l@xxxxxxxxxxxxx
- Date: Wed, 15 Aug 2007 14:13:28 -0700 (PDT)
http://blogs.oracle.com/Support/2007/07/18#a18
You might check this blog entry from Chris Warticki--it's enlightening. You
don't necessarily have to change severity to escalate. It outlines the process
to escalate your SR. Here's an excerpt:
Customers can escalate any Service Request, for any Severity, at any time.
The process for Escalation is very simple.
Initiate escalation by calling the respective 800# for your Product Support
TeamFeel
free to update your SR/Case by documenting that you've requested
escalation, however do not initiate escalation via electronic means.Do not
Escalate by calling your account/sales team - common mistake.
Provide
the Support Engineer who answers your call your existing Service
Request/Case number and request "to speak to the Escalation Manager"Do not ask
for an update in the SR/Case - this is the #1 mistake.Do not ask for an
increase in Severity/Priority - this is the #2 mistake.The Manager will be
identified and notified and will contact you back - typically in less than 30
minutes.During
that discussion, express your concerns, develop an agreeable action
plan and commit to open communication with that manager on an ongoing
basis.Maybe that'll help--sure helped me.
----- Original Message ----
From: "Allen, Brandon" <Brandon.Allen@xxxxxxxxxxx>
To: Robert Freeman <robertgfreeman@xxxxxxxxx>; oracle-l@xxxxxxxxxxxxx
Sent: Wednesday, August 15, 2007 1:16:50 PM
Subject: RE: No Oracle Support for 11g yet
It's just a severity 4 - just asking exactly what features
of SQL Plan Management we can & can't use without diagnostics &
tuning pack licenses. In the 11g license guide (here
http://download.oracle.com/docs/cd/B28359_01/license.111/b28287/options.htm#CIHFIHFG)
it
says the tuning pack is required for "Automatic Plan Evolution", but I don't
see
that term clearly defined anywhere in the documentation so I'm not sure exactly
what it means.
I would definitely be escalating if it was a higher
severity, but in this case it's understandable if the response is a little slow
- hopefully not more than a couple days though.
From: Robert Freeman
[mailto:robertgfreeman@xxxxxxxxx]
Escalate the SR. What sev is it. If it's a 4 you could end up waiting 21
days... :-)
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