RE: Success Story with Oracle Support

Michael Dinh : XIFIN : 858.436.2929

NOTICE OF CONFIDENTIALITY - This material is intended for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable laws. BE FURTHER ADVISED THAT THIS EMAIL MAY CONTAIN PROTECTED HEALTH INFORMATION (PHI). BY ACCEPTING THIS MESSAGE, YOU ACKNOWLEDGE THE FOREGOING, AND AGREE AS FOLLOWS: YOU AGREE TO NOT DISCLOSE TO ANY THIRD PARTY ANY PHI CONTAINED HEREIN, EXCEPT AS EXPRESSLY PERMITTED AND ONLY TO THE EXTENT NECESSARY TO PERFORM YOUR OBLIGATIONS RELATING TO THE RECEIPT OF THIS MESSAGE. If the reader of this email (and attachments) is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. Please notify the sender of the error and delete the e-mail you received. Thank you. From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org] 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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