Re: Oracle Support Getting Worse?

Oracle seems to have no more interest in on-premise Oracle Databases. Even those that have active support contracts.

The move-to-cloud express order is the new mantra. Those who stay on this wrecked ship should promptly ask for a rescue.

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*Att*

*Luis Santos*

Em ter, 12 de mar de 2019 às 13:37, David Lord <dlordster_at_gmail.com> escreveu:

> My impression is that Oracle support analysts' main aim is to get the SR
> off their queue and on to your's, so they will always take the option of
> asking for more information/alert logs/RDA output/etc, however unnecessary.
> Following the sun just gives them an opportunity to do that every few hours.
>
> --
> David Lord
>
> On Tue, 12 Mar 2019 at 16:23, Jeff Chirco <backseatdba_at_gmail.com> wrote:
>
>> I agree mostly a hit and miss but a lot of times a miss. I have found
>> that the Enterprise Manager team and Golden Gate team have MUCH better
>> responses. The database team however is usually bad. Often they will first
>> respond with some dumb questions that I have already answered in the
>> description of my problem. They will often do this for the first couple
>> days. I recently had an SR open Serv2 that went over a month with no
>> response. I called three times to get escalated and have the manager call
>> me back, no one ever did. Got my account manager involved and was still
>> getting ignored. So frustrating.
>>
>> On Tue, Mar 12, 2019 at 8:53 AM Justin Mungal <justin_at_n0de.ws> wrote:
>>
>>> Well, from my experience working with Oracle Support has always been
>>> pretty hit and miss. Some SRs get resolved pretty quickly, while others sit
>>> idle for days and don't get escalated when I call in and request an
>>> escalation. I would have gotten canned quite a while ago if that is how I
>>> treated my customers.
>>>
>>> On Sun, Mar 10, 2019 at 12:05 PM Andrew Kerber <andrew.kerber_at_gmail.com>
>>> wrote:
>>>
>>>> I believe Oracle support is going seriously down hill.
>>>> We opened a case (ODA patching) yesterday around 1130. Sev 1,
>>>> production node down.
>>>>
>>>> After 3.5 hours, no response, we called and escalated. They
>>>> transferred it to someone else, and he asked for more information.
>>>>
>>>> Their first suggestion of something to try was this AM at 403. About
>>>> 15 hours after we opened the SR.
>>>>
>>>> I am thinking asking for a refund of our oracle support payments would
>>>> be appropriate.
>>>> --
>>>> Andrew W. Kerber
>>>>
>>>> 'If at first you dont succeed, dont take up skydiving.'
>>>>
>>>
>
> --
> --
> David
>

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