RE: RE: how good is oracle tech support?

From: Pete Sharman <peter.sharman_at_oracle.com>
Date: Wed, 7 Apr 2004 02:17:10 +1000
Message-Id: <200404061617.i36GHAp01112@rgmgw6.us.oracle.com>

Of course they do. They refer you to OTN and doc as stuff YOU can see, not =
necessarily as stuff they use to resolve your issue.  There are a lot of oc=
casions when the material they use to resolve your problems simply can't be=

shared, because the material covers internals that is either:

Dangerous to know - incorrect usage may cause even further problems
Not necessary for you to know - see 1, or
Provides information that competitors would LOVE to know

The very reason that material is in the doc or on OTN is to obviate you nee= ding the detailed internal material.

They also have access to the developers themselves, and in some cases (depe= nding on where in Support they're from) they also have access to the source= code. That's more than I'll ever have. :(

Pete
=

"Controlling developers is like herding cats." Kevin Loney, Oracle DBA Handbook
=

"Oh no, it's not. It's much harder than that!" Bruce Pihlamae, long-term Oracle DBA

-----Original Message-----
From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org] = On Behalf Of ryan.gaffuri_at_cox.net
Sent: Wednesday, 7 April 2004 12:23 AM
To: oracle-l_at_freelists.org
Subject: Re: RE: how good is oracle tech support?

also, what does oracle support have to work with? Most of the time they see= m to use the OTN docs and metalink. do they have any internal docs?

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Received on Tue Apr 06 2004 - 11:17:29 CDT