Success Story with Oracle Support
- From: Guillermo Alan Bort <cicciuxdba@xxxxxxxxx>
- To: oracle-l-freelists <oracle-l@xxxxxxxxxxxxx>
- Date: Thu, 19 May 2011 15:41:11 -0300
Hi Listers,
A few days ago we had a problem with EM, some of the weird things that
happen from time to time that make you wonder what is packed in that weird
product. Anyway, this is not an EM story... Anyway, the result was that we
had all the targets showing as unreachable (and no, it wasn't a network
outage). After troubleshooting for a while I decided to open a Sev 1 with
Oracle... since I wouldn't be sleeping anyway until this was fixed. I got a
call back from Oracle within one hour and was online with them in a web
conference shortly afterwards. We didn't make much progress right there so
we decided to close the conference and take a break. I went home (it was
well past 9PM) and got another call from Oracle Support. This time we made
some progress, we got at least one node of each of the monitored clusters
working. This was enough for me to go to bed... we would get calls if any of
the servers went down (they are monitored by Nagios and we would get
tablespace/asm monitoring... so risks were minimal. It actually took two
days, resecuring both OMS and all the agents to get everything back up and
running but working with Oracle support was actually very good, the guy knew
what he was doing and the issue got the attention it needed. As soon as we
got the most important monitoring back online I requested a severity
downgrade to make sure the case would stay with the same analyst and today
we closed the SR.
I must say I am very happy and for once have nothing bad to say about the
way an SR was handled by Oracle Support. I thought after all the complaining
about MOS we see in this list, a little success story would add some
perspective ;-) I'm not saying I suddenly love the site, but there are good
people working there.
Cheers
Alan.-
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