RE: Oracle Support's outage

From: Mark W. Farnham <mwf_at_rsiz.com>
Date: Mon, 29 Apr 2013 08:09:08 -0400
Message-ID: <017a01ce44d2$5b16e0d0$1144a270$_at_rsiz.com>

What are you proposing? That perhaps Oracle should have a redundant set of servers from the inbound internet onward such that if there were a challenge in the operations of the "primary" system the very recently (near seamless?) updated support site would be available? That perhaps this shadow system would be available with "software release minus 1" to protect from soft failures?

Such capabilities would of course be expensive. But in addition to providing superior service to customers, it would be a shining reference site for Oracle's capabilities.

One thing I do ask, as I add my voice to yours for improved availability of Oracle support's systems: Remember that many of us have good friends in Oracle support and this is an issue of budget, not the quality of the people in support.

I'd sure love it if by this fall's OOW Larry could smile on stage and say "We've revolutionized the capacity and availability of our customer support systems as a demonstration our technology, and beyond that, we've remembered the truth behind our marketing message of the early 1990s: 'We're not successful if you're not successful!'" (I've still got that t-shirt.)

This would require that Oracle remember the value of satisfied customers to marketing and sales and decouple the expenses of support from some fraction of the maintenance fee structure.

I personally think it would be a strong strategic move. If they want my help they know where to find me.

mwf

-----Original Message-----

From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org] On Behalf Of Kamran Agayev (ICT/SNO)
Sent: Monday, April 29, 2013 12:34 AM
To: Oracle-L Freelists (oracle-l_at_freelists.org) Subject: Oracle Support's outage

Hi folks
I would like to get your opinion on unscheduled outage of Oracle Support. IMHO, it's not professional for the software company that provides HA solutions to experience (scheduled, or) unscheduled outages. What if I have a very critical issue and must check metalink notes or get any patch or patchset?

Thanks

Kamran Aghayev A.

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http://www.freelists.org/webpage/oracle-l Received on Mon Apr 29 2013 - 14:09:08 CEST