Re: Re: Question regarding Oracle's stance of non-support for Non-Oracle Public Cloud

From: Kellyn Pot'Vin-Gorman <dbakevlar_at_gmail.com>
Date: Mon, 23 Jan 2023 14:17:12 -0800
Message-ID: <CAN6wuX31WmCaes=6biEzEigZstVQ+bvHi7L6XRzNBCROU70huA_at_mail.gmail.com>



I think that's the biggest thing I've noticed when my customers open an SR with Oracle- there really isn't conversation about clouds. It just doesn't come up as part of the support case in most cases.

*Kellyn Gorman*
DBAKevlar Blog <http://dbakevlar.com>
about.me/dbakevlar

On Mon, Jan 23, 2023 at 2:13 PM Jeremiah Cetlin Wilton < jcwilton93_at_earlham.edu> wrote:

> How optimistic of us to imagine that the support analyst would be
> addressing the issue with such competence and rigor that they recognize
> your x86_64 system running Oracle Linux on is hosted in some non-certified
> cloud.
>
> Thanks
> Jeremiah
>
> On Mon, Jan 23, 2023 at 1:55 PM Jessica Haessler <haessler_j_at_gmx.de>
> wrote:
>
>> I totally agree with Jeremiah. Whatever is covered or not is fixed in
>> your contracts. That's what you signed. That's what oracle signed. As an
>> experienced architect, engineer whatsoever you can quickly see where the
>> issue comes from.
>>
>> Based on: it comes from Oracle. Submit a service request. There will be a
>> hundred of others asking the same question ;). Then, I would look in MOS if
>> there is already a bug fix available.
>>
>> When you decide to migrate to other clouds, you usually have a partner
>> who also helps you in the discussions with oracle. I have seen many great
>> ones. Also, some provide custom images and take care of the image. Also,
>> partners that take over the license discussions with Oracle.
>>
>> That partner of your choice should know the contract details. So they
>> know what to do and what not to do.
>>
>> Also, as you decide going onto another cloud, there is a holistic
>> assessment of the architecture taking place. Within vendors such as
>> Microsoft or AWS, there are people being knowledged on oracle as well. So
>> they can already guide you.
>>
>> Btw just a dumb question... isn't it Oracle who heavily promotes Multi
>> cloud by not even knowing what multi cloud means ?! I mean, that note just
>> proves it one more time.
>>
>> Food for thought...
>>
>>
>> --
>> Diese Nachricht wurde von meinem Android Mobiltelefon mit GMX Mail
>> gesendet.
>> Am 23.01.23, 22:40 schrieb Michael Brown <dba_at_michael-brown.org>:
>>
>>> It is no different than the VMWare statement from years ago. Steven
>>> Chan (who was EBS ATG at Oracle backen then) said we don’t certify on Dell,
>>> HP, or any other physical server brand either. There is a difference
>>> between certified and supported.
>>>
>>> If your database is crashing with a segmentation fault, you are
>>> generally working the issue from both a database and OS/server side. The
>>> cloud provider is your server side in this case.
>>>
>>> --
>>> Michael Brown
>>>
>>>
>>> On Jan 23, 2023, at 4:28 PM, Jeremiah Cetlin Wilton <
>>> jcwilton93_at_earlham.edu> wrote:
>>>
>>> 
>>> Whether or not Oracle will support you is a matter covered in your
>>> signed license and support agreement, not in any one of a number of
>>> non-legally-binding scareware notes.
>>>
>>> Thousands of Oracle customers run with great success on non-Oracle
>>> clouds. Because customers run more than Oracle, they use the big
>>> fully-featured cloud services in order to take advantage of the full
>>> ecosystem of services those clouds offer, including other databases. I
>>> suspect more run on non-Oracle clouds than on Oracle's cloud.
>>>
>>> Thanks
>>>
>>> Jeremiah
>>>
>>> On Mon, Jan 23, 2023 at 1:17 PM Kellyn Pot'Vin-Gorman <
>>> dbakevlar_at_gmail.com> wrote:
>>>
>>>> I'm just going to be very blunt here- How often are they that helpful
>>>> if you are on a certified platform after you've submitted all the detailed
>>>> information? :) Maybe it's just me, but I would rather pull my fingernails
>>>> out one-by-one than submit an SR for an unknown issue to MOST any vendor.
>>>> I love MOS searches for known bugs, but if it's an unknown, oh, that's not
>>>> going to be fun for anyone and I'd most likely figure out the solution/work
>>>> around on my own than if I'm busy submitting the same answers to tedious
>>>> questions 3-10 times in the SR.
>>>>
>>>> I just never found them to be that helpful to begin with when I WAS
>>>> considered on a certified platform. I'm on a platform that has a
>>>> "partnership" and supposed to get support and I don't think it matters
>>>> much. Support for most vendors when it comes to new bugs is painful at
>>>> best and for my customers, I spend the majority of the time convincing my
>>>> Microsoft support folks that it's a database problem and they actually need
>>>> to step back and let the customer submit the Oracle SR! LOL
>>>>
>>>>
>>>>
>>>> *Kellyn Gorman*
>>>> DBAKevlar Blog <http://dbakevlar.com>
>>>> about.me/dbakevlar
>>>>
>>>>
>>>>
>>>> On Mon, Jan 23, 2023 at 1:10 PM Chris Taylor <
>>>> christopherdtaylor1994_at_gmail.com> wrote:
>>>>
>>>>> Hmm, that note specifically says:
>>>>>
>>>>>
>>>>> *Oracle has not certified any of its products on Non-Oracle Public
>>>>> Cloud Environments. Oracle Support will assist customers running Oracle
>>>>> products on Non-Oracle Public Cloud Environments in the following manner:
>>>>> Oracle will only provide support for issues that either are known to occur
>>>>> on an Oracle Certified Platform outside of a non-Oracle Cloud Environment
>>>>> (Oracle Certification Home
>>>>> <https://support.oracle.com/epmos/faces/CertifyHome>), or can be
>>>>> demonstrated not to be as a result of running on a Non-Oracle Public Cloud
>>>>> Environment.*
>>>>> So if you're got a new bug (say in 21c or newest 19c), they *could *tell
>>>>> you to take a hike based on that if I'm reading that correctly? (Assuming
>>>>> they find out this is a cloud environment you're having an issue on.... )
>>>>>
>>>>> Chris
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> On Mon, Jan 23, 2023 at 4:05 PM Kellyn Pot'Vin-Gorman <
>>>>> dbakevlar_at_gmail.com> wrote:
>>>>>
>>>>>> For me, it's not a big deal. Oracle has a lot to manage with their
>>>>>> cloud customers and their on-premises one, so they are no longer certifying
>>>>>> anything outside of their own clouds. We have support for Oracle databases
>>>>>> in Azure and when a problem arises, you simply verify the problem is a
>>>>>> database issues and then ask the customer to open up an SR. Ensuring that
>>>>>> customers understand the difference between certified and supported is
>>>>>> often the biggest hurdle, but it's not really a big deal. Oracle supports
>>>>>> Oracle on Azure and that's the important thing. That they don't have the
>>>>>> resources to certify it end to end running on Azure- heck, they probably
>>>>>> wouldn't know where to start anyway.
>>>>>>
>>>>>> Thanks,
>>>>>>
>>>>>>
>>>>>>
>>>>>> *Kellyn Gorman*
>>>>>> DBAKevlar Blog <http://dbakevlar.com>
>>>>>> about.me/dbakevlar
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Mon, Jan 23, 2023 at 12:43 PM Chris Taylor <
>>>>>> christopherdtaylor1994_at_gmail.com> wrote:
>>>>>>
>>>>>>> For you guys running in clouds other than Oracle's public cloud, how
>>>>>>> do you get around this doc? I know you'd have to almost volunteer the
>>>>>>> information that its another vendor's cloud, but dmidecode will show that
>>>>>>> its a cloud environment so I'm curious.
>>>>>>>
>>>>>>> Has anyone run into issues related to this?
>>>>>>>
>>>>>>>
>>>>>>> Doc: Oracle Database Support for Non-Oracle Public Cloud
>>>>>>> Environments (Doc ID 2688277.1)
>>>>>>>
>>>>>>

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Received on Mon Jan 23 2023 - 23:17:12 CET

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