RE: Success Story with Oracle Support
- From: Michael Dinh <mdinh@xxxxxxxxx>
- To: "'cicciuxdba@xxxxxxxxx'" <cicciuxdba@xxxxxxxxx>, oracle-l-freelists <oracle-l@xxxxxxxxxxxxx>
- Date: Thu, 19 May 2011 12:39:56 -0700
Congrats.
Michael Dinh : XIFIN : 858.436.2929
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From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On
Behalf Of Guillermo Alan Bort
Sent: Thursday, May 19, 2011 11:41 AM
To: oracle-l-freelists
Subject: Success Story with Oracle Support
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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