RE: Metalink response time - Using Metalink to get the right Severity code assigned to your SR...
Date: Tue, 30 Jun 2009 13:53:30 -0400
Message-ID: <55264C4C0484A547B34C0B1A28E219EA38E9B16487_at_ENHBGMBX01.PA.LCL>
If you have a whole raft of developers playing solitaire at $150 an hour then having a development system down is a critical problem. I had that argument once when my SR got downgraded. I thought they were being kind of obtuse.
Donald Freeman
Database Administrator II
Commonwealth of Pennsylvania
Department of Health
Bureau of Information Technology
2150 Herr Street
Harrisburg, PA 17103
dofreeman_at_state.pa.us<mailto:dofreeman_at_state.pa.us>
From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org] On Behalf Of TESTAJ3_at_nationwide.com Sent: Tuesday, June 30, 2009 1:05 PM
To: robertgfreeman_at_yahoo.com
Cc: oracle-l-freelists; oracle-l-bounce_at_freelists.org; wbfergus_at_gmail.com Subject: Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR...
My only problem with this whole system is the people who say "yes mission critical" on a test or dev system.
joe
Joe Testa, Oracle Certified Professional (Work) 614-677-1668
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From: Robert Freeman <robertgfreeman_at_yahoo.com>
To: wbfergus_at_gmail.com Cc: oracle-l-freelists <oracle-l_at_freelists.org> Date: 06/30/2009 12:59 PM Subject: Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... Sent by: oracle-l-bounce_at_freelists.org ________________________________
Update the SR and have them up it to a sev 2. You can also call and ask that they update the SR to a Sev 2.
For those of you who are not aware, here is a Metalink hint...
If you want a sev 1 SR, answer the "Is the problem causing Mission or business critical loss of service..." prompt YES. You will get a SEV 1 SR. If you want a sev 2 SR, there are three questions that you need to pay particular attention too at the end of the last SR form:
Can you easily recover from, bypass or work around the problem? Does your system or application continue normally after the problem occurs? Are the standard features of the system, or application, still avaialbe. Is the loss of service minor?
If you answer all questions NO then you get a SEV 4 SR. if you answer only the "Can you easily recover from, bypass or work around the problem" question NO, you get a SEV 3 tar automatically. If you answer the "Does your system or application continue normally..." question NO, then you will get a SEV 2 tar automatically. Answering this with the others YES will still result in a Sev 2 SR. If you answer the Are the standard features of the system, or application, still avaialbe. Is the loss of service minor? question YES, you will get a SEV 2 tar automatically. Answering this with the others YES will still result in a Sev 2 SR.
If I need support at a reasonable speed, then I always choose to make the SR a Sev 2. Otherwise you just wait and wait.
Hope this helps!
RF
Robert G. Freeman
Oracle ACE
Author:
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- Original Message ---- From: Bill Ferguson <wbfergus_at_gmail.com> To: Robert Freeman <robertgfreeman_at_yahoo.com> Cc: oracle-l-freelists <oracle-l_at_freelists.org> Sent: Tuesday, June 30, 2009 10:13:20 AM Subject: Re: Metalink response time
They rated it as a 3 since the database is still running. But, I can't upgrade and then apply a required patch I need for some spatial capabilities in the meantime.
-- -- Bill Ferguson On Tue, Jun 30, 2009 at 10:08 AM, Robert Freeman<robertgfreeman_at_yahoo.com> wrote:Received on Tue Jun 30 2009 - 12:53:30 CDT
>
> What is the severity level of the SR? If it's a 3 or higher, that is why you are getting slow response.
>
> Robert G. Freeman
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