| Oracle FAQ | Your Portal to the Oracle Knowledge Grid | |
 |
 | |||
| Oracle FAQ | Your Portal to the Oracle Knowledge Grid | |
|
| |||
Home -> Community -> Mailing Lists -> Oracle-L -> RE: Oracle Gold Support/ iTARs
The problem I've had with TARs and Oracle Support in general is actually
getting a hold of someone in Oracle Support who knows what they are talking
about. I had a TAR that I needed to explain basic DBA knowledge to the
support person. And we're paying how much for Silver Support (or whatever
it's called these days)?
Yes, I understand the problem of trying to keep good people in a customer support role. It's difficult to keep them challenged and even more difficult keeping them sane, having to talk to unruly idiots (probably Oracle customers NOT on this list!) all day long. I miss one analyst in Oracle's Midrange group that really knew VMS and the subtle intricacies of Oracle's non-OFA bastardized install on VMS. Provided I gave him all the pertinent info on my problem, he could give me the correct solution almost immediately along with an explanation. What a boring job that must have been for him! I hope he's on to better things now. This isn't to say that the current Midrange support isn't up to snuff. I haven't had to place a call to that group in some time.
On the flip side, when I log a TAR, it generally means something is really out of whack and I can't find a solution on Metaclink. I don't want to speak (or e-converse) with a front-line specialist. I've tried all their solutions already. On our contract with HP, we get a special phone number that connects us directly to an engineer. Our main SAs here need that. If it's something that needs to get called in, they've already gone thru the front-line solutions.
What do very large companies like Amazon.com do? Surely they don't log an iTAR when they have a problem? I'm guessing an Oracle analyst is onsite?
My $.02,
Rich Jesse System/Database Administrator Rich.Jesse_at_qtiworld.com Quad/Tech International, Sussex, WI USA
--
Please see the official ORACLE-L FAQ: http://www.orafaq.com
--
Author: Jesse, Rich
INET: Rich.Jesse_at_qtiworld.com
Fat City Network Services -- (858) 538-5051 FAX: (858) 538-5051 San Diego, California -- Public Internet access / Mailing Lists --------------------------------------------------------------------To REMOVE yourself from this mailing list, send an E-Mail message to: ListGuru_at_fatcity.com (note EXACT spelling of 'ListGuru') and in the message BODY, include a line containing: UNSUB ORACLE-L (or the name of mailing list you want to be removed from). You may also send the HELP command for other information (like subscribing). Received on Wed Mar 20 2002 - 08:13:22 CST
 |
 |