Re: Oracle Support

My experience, for any non-Sev1 SRs, the turn around time varies..

Anyway, could you please describe the issue/ errors visible on the standby db ?

Rajeev

> On Apr 11, 2016, at 1:29 PM, Sherrie Kubis <Sherrie.Kubis_at_swfwmd.state.fl.us> wrote:
>
> Anyone else have this kind of experience with Oracle Support?
>
> I opened a ticket for a hosed standby on Saturday. I understand that because it's not a down system it can't be a Sev 1, and now I know that only a Sev 1 system gets weekend attention.
>
> Now it is Monday afternoon. I called support to ask what the status is, and the music was so loud I couldn't hear the person. I asked if she would hang up and call me back. Instead, she updated the ticket that an analyst needed to call me.
>
> Then I called back again (no music this time) and was told support engineers are only working Sev 1 tickets right now, they have a backlog. But somebody would call me back. When I asked when, she said "well, everyone is on their meal break, so it will be another 45 minutes before I can ask that". What? I know they have to eat, but really, everyone goes at the same time? I say that to myself as I'm eating my salad while sitting at my desk hoping for help.
>
> Because of budget cuts my management has asked me to think about third-party support and dropping maintenance, as most of our Districts are moving to another platform because of state budgets. I was horrified at first, thinking "how can I support Oracle databases without true Oracle support?!" Now I think I know.
>
>
>
> *********************************************************
> Sherrie Kubis
> Sr. Oracle DBA
> Information Technology Bureau
> Southwest Florida Water Management District
> 2379 Broad Street
> Brooksville, FL 34604-6899
> 352.796.7211 x4033
> sherrie.kubis_at_swfwmd.state.fl.us
>
>
> IMPORTANT NOTICE
> E-mails made or received in conjunction with the official business of the District are public records. All e-mails sent to and from this address are automatically archived. For more information regarding the State of Florida public records laws, please visit www.myflorida.com.
>
>
> --
> http://www.freelists.org/webpage/oracle-l
>
>

--
http://www.freelists.org/webpage/oracle-l