My impression is that Oracle support analysts' main aim is to get the SR
off their queue and on to your's, so they will always take the option of
asking for more information/alert logs/RDA output/etc, however unnecessary.
Following the sun just gives them an opportunity to do that every few hours.
--
David Lord
On Tue, 12 Mar 2019 at 16:23, Jeff Chirco <backseatdba@xxxxxxxxx> wrote:
I agree mostly a hit and miss but a lot of times a miss. I have found that
the Enterprise Manager team and Golden Gate team have MUCH better
responses. The database team however is usually bad. Often they will first
respond with some dumb questions that I have already answered in the
description of my problem. They will often do this for the first couple
days. I recently had an SR open Serv2 that went over a month with no
response. I called three times to get escalated and have the manager call
me back, no one ever did. Got my account manager involved and was still
getting ignored. So frustrating.
On Tue, Mar 12, 2019 at 8:53 AM Justin Mungal <justin@xxxxxxx> wrote:
Well, from my experience working with Oracle Support has always been
pretty hit and miss. Some SRs get resolved pretty quickly, while others sit
idle for days and don't get escalated when I call in and request an
escalation. I would have gotten canned quite a while ago if that is how I
treated my customers.
On Sun, Mar 10, 2019 at 12:05 PM Andrew Kerber <andrew.kerber@xxxxxxxxx>
wrote:
I believe Oracle support is going seriously down hill.
We opened a case (ODA patching) yesterday around 1130. Sev 1,
production node down.
After 3.5 hours, no response, we called and escalated. They transferred
it to someone else, and he asked for more information.
Their first suggestion of something to try was this AM at 403. About 15
hours after we opened the SR.
I am thinking asking for a refund of our oracle support payments would
be appropriate.
--
Andrew W. Kerber
'If at first you dont succeed, dont take up skydiving.'
