There's also a rather important difference between escalation and changing
the severity of an SR. Escalation happens when you need to get the attention
of someone higher up/ a different and/or better engineer and so on. Sev1 is
work 24*7 and have your manager on the phone as well because of the business
impact. So you can have an escalated sev2 and a non escalated sev1.
On 11/8/06, Alex Gorbachev <gorbyx_at_gmail.com> wrote:
>
> Be sure they will update it while you are sleeping. ;-) Chances are
> your guy's on another side of the globe. :) When escalating to Sev 1,
> they will be working on your nights - so be ready to answer the damn
> phone. ;-)
>
> On 11/8/06, Sanjay Mishra <smishra_97_at_yahoo.com> wrote:
> > Kevin
> >
> > I even offered the Remote connection so that they can see the issue but
> no
> > reply. Let's wait for some more time else I will call the support
> number.
>
> --
> Best regards,
> Alex Gorbachev
>
> The Pythian Group
> Sr. Oracle DBA
>
> http://www.pythian.com/blogs/author/alex/
> http://blog.oracloid.com
> --
> http://www.freelists.org/webpage/oracle-l
>
>
>
--
Niall Litchfield
Oracle DBA
http://www.orawin.info
--
http://www.freelists.org/webpage/oracle-l
Received on Thu Nov 09 2006 - 00:40:41 CST
