Hi all,
Has anybody filed a SR in the last few days and still waiting around
for a response?
I filed one Saturday morning (Denver time), about 7:30 am. Yesterday
at 9:30 am (about 50 hours later), it was finally assigned to an
analyst, who finally sent me an email early this morning about 2:30
am, simply saying they are looking into it.
The SR seems like it would be a fairly simple one for them. I was
going to perform an upgrade from 11.1.0.6 to 11.1.0.7, but the OUI
installer is somehow finding an incompatible previous installation of
the 10.2.0.4 Grid Control agent and won't continue, even if I tell it
to ignore it.
As I understand it, we have the 8-hour support option, 24/7, whatever
that equals (Bronze or Silver?).
This is by far the worst response I've ever received from Oracle
support in almost 20 years.
Re: Metalink response time by Robert Freeman on
2009-06-30T16:09:11+00:00
What is the severity level of the SR? If it's a 3 or higher, that is why you are getting slow response.
Robert G. Freeman
Oracle ACE
Author:
Oracle Database 11g RMAN Backup and Recovery (Oracle Press) - ON IT'S WAY SOON!
OCP: Oracle Database 11g Administrator Certified Professional Study Guide (Sybex)
Oracle Database 11g New Features (Oracle Press)
Portable DBA: Oracle (Oracle Press)
Oracle Database 10g New Features (Oracle Press)
Oracle9i RMAN Backup and Recovery (Oracle Press)
Oracle9i New Features (Oracle Press)
Other various titles out of print now...
Blog: http://robertgfreeman.blogspot.com
The LDS Church is looking for DBA's. You do have to be a Church member in
good standing. A lot of kind people write me, concerned I may be breaking
the law by saying you have to be a Church member. It's legal I promise! :-)
http://pages.sssnet.com/messndal/church/parachurch.pdf
analyst, who finally sent me an email early this morning about 2:30
am, simply saying they are looking into it.
The SR seems like it would be a fairly simple one for them. I was
going to perform an upgrade from 11.1.0.6 to 11.1.0.7, but the OUI
installer is somehow finding an incompatible previous installation of
the 10.2.0.4 Grid Control agent and won't continue, even if I tell it
to ignore it.
As I understand it, we have the 8-hour support option, 24/7, whatever
that equals (Bronze or Silver?).
This is by far the worst response I've ever received from Oracle
support in almost 20 years.
Re: Metalink response time by Bill Ferguson on
2009-06-30T16:13:58+00:00
They rated it as a 3 since the database is still running. But, I can't
upgrade and then apply a required patch I need for some spatial
capabilities in the meantime.
On Tue, Jun 30, 2009 at 10:08 AM, Robert
Freeman<robertgfreeman@yahoo.com> wrote:
>
> What is the severity level of the SR? If it's a 3 or higher, that is why you are getting slow response.
>
> Robert G. Freeman
Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... by Robert Freeman on
2009-06-30T16:59:29+00:00
Update the SR and have them up it to a sev 2. You can also call and ask that they update the SR to a Sev 2.
For those of you who are not aware, here is a Metalink hint...
If you want a sev 1 SR, answer the "Is the problem causing Mission or business critical loss of service..." prompt YES. You will get a SEV 1 SR.
If you want a sev 2 SR, there are three questions that you need to pay particular attention too at the end of the last SR form:
Can you easily recover from, bypass or work around the problem?
Does your system or application continue normally after the problem occurs?
Are the standard features of the system, or application, still avaialbe. Is the loss of service minor?
If you answer all questions NO then you get a SEV 4 SR.
if you answer only the "Can you easily recover from, bypass or work around the problem" question NO, you get a SEV 3 tar automatically.
If you answer the "Does your system or application continue normally..." question NO, then you will get a SEV 2 tar automatically. Answering this with the others YES will still result in a Sev 2 SR.
If you answer the Are the standard features of the system, or application, still avaialbe. Is the loss of service minor? question YES, you will get a SEV 2 tar automatically. Answering this with the others YES will still result in a Sev 2 SR.
If I need support at a reasonable speed, then I always choose to make the SR a Sev 2. Otherwise you just wait and wait.
Hope this helps!
RF
Robert G. Freeman
Oracle ACE
Author:
Oracle Database 11g RMAN Backup and Recovery (Oracle Press) - ON IT'S WAY SOON!
OCP: Oracle Database 11g Administrator Certified Professional Study Guide (Sybex)
Oracle Database 11g New Features (Oracle Press)
Portable DBA: Oracle (Oracle Press)
Oracle Database 10g New Features (Oracle Press)
Oracle9i RMAN Backup and Recovery (Oracle Press)
Oracle9i New Features (Oracle Press)
Other various titles out of print now...
Blog: http://robertgfreeman.blogspot.com
The LDS Church is looking for DBA's. You do have to be a Church member in
good standing. A lot of kind people write me, concerned I may be breaking
the law by saying you have to be a Church member. It's legal I promise! :-)
http://pages.sssnet.com/messndal/church/parachurch.pdf
Freeman<robertgfreeman@yahoo.com> wrote:
>
> What is the severity level of the SR? If it's a 3 or higher, that is why you are getting slow response.
>
> Robert G. Freeman
Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... by Bill Ferguson on
2009-06-30T17:03:19+00:00
Nice tips on creating a SR.
Thanks Robert!
Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... by on
2009-06-30T17:06:01+00:00
My only problem with this whole system is the people who say "yes mission
critical" on a test or dev system.
joe
From:
Robert Freeman <robertgfreeman@yahoo.com>
To:
wbfergus@gmail.com
Cc:
oracle-l-freelists <oracle-l@freelists.org>
Date:
06/30/2009 12:59 PM
Subject:
Re: Metalink response time - Using Metalink to get the right Severity code
assigned to your SR...
Sent by:
oracle-l-bounce@freelists.org
Update the SR and have them up it to a sev 2. You can also call and ask
that they update the SR to a Sev 2.
For those of you who are not aware, here is a Metalink hint...
If you want a sev 1 SR, answer the "Is the problem causing Mission or
business critical loss of service..." prompt YES. You will get a SEV 1 SR.
If you want a sev 2 SR, there are three questions that you need to pay
particular attention too at the end of the last SR form:
Can you easily recover from, bypass or work around the problem?
Does your system or application continue normally after the problem
occurs?
Are the standard features of the system, or application, still avaialbe.
Is the loss of service minor?
If you answer all questions NO then you get a SEV 4 SR.
if you answer only the "Can you easily recover from, bypass or work around
the problem" question NO, you get a SEV 3 tar automatically.
If you answer the "Does your system or application continue normally..."
question NO, then you will get a SEV 2 tar automatically. Answering this
with the others YES will still result in a Sev 2 SR.
If you answer the Are the standard features of the system, or application,
still avaialbe. Is the loss of service minor? question YES, you will get
a SEV 2 tar automatically. Answering this with the others YES will still
result in a Sev 2 SR.
If I need support at a reasonable speed, then I always choose to make the
SR a Sev 2. Otherwise you just wait and wait.
Hope this helps!
RF
Robert G. Freeman
Oracle ACE
Author:
Oracle Database 11g RMAN Backup and Recovery (Oracle Press) - ON IT'S WAY
SOON!
OCP: Oracle Database 11g Administrator Certified Professional Study Guide
(Sybex)
Oracle Database 11g New Features (Oracle Press)
Portable DBA: Oracle (Oracle Press)
Oracle Database 10g New Features (Oracle Press)
Oracle9i RMAN Backup and Recovery (Oracle Press)
Oracle9i New Features (Oracle Press)
Other various titles out of print now...
Blog: http://robertgfreeman.blogspot.com
The LDS Church is looking for DBA's. You do have to be a Church member in
good standing. A lot of kind people write me, concerned I may be breaking
the law by saying you have to be a Church member. It's legal I promise!
:-)
http://pages.sssnet.com/messndal/church/parachurch.pdf
Freeman<robertgfreeman@yahoo.com> wrote:
>
> What is the severity level of the SR? If it's a 3 or higher, that is why
you are getting slow response.
>
> Robert G. Freeman
RE: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... by Freeman, Donald on
2009-06-30T17:54:10+00:00
If you have a whole raft of developers playing solitaire at $150 an hour th=
en having a development system down is a critical problem. I had that argu=
ment once when my SR got downgraded. I thought they were being kind of obt=
use.
Donald Freeman
Database Administrator II
Commonwealth of Pennsylvania
Department of Health
Bureau of Information Technology
2150 Herr Street
Harrisburg, PA 17103
dofreeman@state.pa.us<mailto:dofreeman@state.pa.us>
Ask me about "Weekend to Remember"
Dec 11-13, 2009 here in Columbus.
From: Robert Freeman <robertgfreeman@yahoo.com>
To: wbfergus@gmail.com
Cc: oracle-l-freelists <oracle-l@freelists.org>
Date: 06/30/2009 12:59 PM
Subject: Re: Metalink response time - Using Metalink to get the righ=
t Severity code assigned to your SR...
Sent by: oracle-l-bounce@freelists.org
If you want a sev 1 SR, answer the "Is the problem causing Mission or busin=
ess critical loss of service..." prompt YES. You will get a SEV 1 SR.
If you want a sev 2 SR, there are three questions that you need to pay part=
icular attention too at the end of the last SR form:
Can you easily recover from, bypass or work around the problem?
Does your system or application continue normally after the problem occurs?
Are the standard features of the system, or application, still avaialbe. Is=
the loss of service minor?
If you answer all questions NO then you get a SEV 4 SR.
if you answer only the "Can you easily recover from, bypass or work around =
the problem" question NO, you get a SEV 3 tar automatically.
If you answer the "Does your system or application continue normally..." qu=
estion NO, then you will get a SEV 2 tar automatically. Answering this with=
the others YES will still result in a Sev 2 SR.
If you answer the Are the standard features of the system, or application, =
still avaialbe. Is the loss of service minor? question YES, you will get a=
SEV 2 tar automatically. Answering this with the others YES will still res=
ult in a Sev 2 SR.
If I need support at a reasonable speed, then I always choose to make the S=
R a Sev 2. Otherwise you just wait and wait.
Hope this helps!
RF
Robert G. Freeman
Oracle ACE
Author:
Oracle Database 11g RMAN Backup and Recovery (Oracle Press) - ON IT'S WAY S=
OON!
OCP: Oracle Database 11g Administrator Certified Professional Study Guide (=
Sybex)
Oracle Database 11g New Features (Oracle Press)
Portable DBA: Oracle (Oracle Press)
Oracle Database 10g New Features (Oracle Press)
Oracle9i RMAN Backup and Recovery (Oracle Press)
Oracle9i New Features (Oracle Press)
Other various titles out of print now...
Blog: http://robertgfreeman.blogspot.com<http://robertgfreeman.blogspot.com=
/>
The LDS Church is looking for DBA's. You do have to be a Church member in
good standing. A lot of kind people write me, concerned I may be breaking
the law by saying you have to be a Church member. It's legal I promise! :-)
http://pages.sssnet.com/messndal/church/parachurch.pdf
Freeman<robertgfreeman@yahoo.com> wrote:
>
> What is the severity level of the SR? If it's a 3 or higher, that is why =
you are getting slow response.
>
> Robert G. Freeman
RE: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... by Rich Jesse on
2009-06-30T18:09:00+00:00
> If you have a whole raft of developers playing solitaire at $150 an hour
> then having a development system down is a critical problem. I had that
> argument once when my SR got downgraded. I thought they were being kind of
> obtuse.
> Donald Freeman
If those developers have nothing better to do than play solitaire when the
dev DB goes down, then they are sorely overpaid. At least if they're going
to play, they should choose Set, which they also would have learned if they
had chosen that time to read some developer blogs (Steven Feuerstein's in
this case).
And unlike a Production ERP system, a downed dev DB should not keep product
from getting out the door. Unless I suppose one works for a software
company...
Rich
Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... by Stefan Knecht on
2009-06-30T18:37:01+00:00
Bill
What always works is escalation. Oracle has a perfectly funtioning
escalation process still asks you for an RDA (or insert other non-relevant thing here)
- You need dedicated support for a sustaining period of time (not 24/7, but
you need a timely resolution which is only possible wiht a dedicated
engineer keeping an eye on your SR updates)
- You need someone on standby at a given time (i.e. during a critical phase
of applying a patch they sent you, and you only have a tiny downtime window)
BUT that you'd wait for days answering silly questions all the sudden start
getting reasonable when they have their manager looking over their
shoulders.
Another thing that helps, is to involve your sales reps. They want you to be
happy (so they are welcome when trying to sell you more licenses and support
renewals) , and especially those that have been around a bit have good
contacts into oracle support the best vendor support I've worked with. By far.
Just my CHF 0.02 ;-)
Stefan
=========================
Stefan P Knecht
CEO & Founder
s@10046.ch
10046 Consulting GmbH
Schwarzackerstrasse 29
CH-8304 Wallisellen
Switzerland
Phone +41-(0)8400-10046
Cell +41 (0) 79 571 36 27
info@10046.ch
http://www.10046.ch
=========================
On Tue, Jun 30, 2009 at 7:02 PM, Bill Ferguson <wbfergus@gmail.com> wrote:
> Nice tips on creating a SR.
>
> Thanks Robert!
>
Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... by Andrew Kerber on
2009-06-30T18:55:15+00:00
Well, for one thing it should not be necessary to get a manager involved in
order to get an answer. Oracle has published standards for response that
supposedly they require their support personnel to meet. In my experience,
that standard is rarely met. In many cases, the response to a simple
question is a request for an RDA output, which had no relevance to the
question, and appeared to be requested in order to meet some sort of service
level.
On Tue, Jun 30, 2009 at 1:36 PM, Stefan Knecht <knecht.stefan@gmail.com>wrote:
> Bill
>
> What always works is escalation. Oracle has a perfectly funtioning
> escalation process > - You've tried to explain the same analyst the same thing 5 times and he
> still asks you for an RDA (or insert other non-relevant thing here)
> - You need dedicated support for a sustaining period of time (not 24/7, but
> you need a timely resolution which is only possible wiht a dedicated
> engineer keeping an eye on your SR updates)
> - You need someone on standby at a given time (i.e. during a critical phase
> of applying a patch they sent you, and you only have a tiny downtime window)
>
> BUT > that you'd wait for days answering silly questions all the sudden start
> getting reasonable when they have their manager looking over their
> shoulders.
>
> Another thing that helps, is to involve your sales reps. They want you to
> be happy (so they are welcome when trying to sell you more licenses and
> support renewals) , and especially those that have been around a bit have
> good contacts into oracle support > the best vendor support I've worked with. By far.
>
> Just my CHF 0.02 ;-)
>
> Stefan
>
> =========================
>
> Stefan P Knecht
> CEO & Founder
> s@10046.ch
>
> 10046 Consulting GmbH
> Schwarzackerstrasse 29
> CH-8304 Wallisellen
> Switzerland
>
> Phone +41-(0)8400-10046
> Cell +41 (0) 79 571 36 27
> info@10046.ch
> http://www.10046.ch
>
> =========================
>
>
> On Tue, Jun 30, 2009 at 7:02 PM, Bill Ferguson <wbfergus@gmail.com> wrote:
>
>> Nice tips on creating a SR.
>>
>> Thanks Robert!
>>
'If at first you dont succeed, dont take up skydiving.'
Re: Metalink response time - Using Metalink to get the right Severity code assigned to your SR... by Robert Freeman on
2009-06-30T18:58:15+00:00
I think they have a RDA macro setup that they press for most SR's.... :)
RF
Robert G. Freeman
Oracle ACE
Author:
Oracle Database 11g RMAN Backup and Recovery (Oracle Press) - ON IT'S WAY SOON!
OCP: Oracle Database 11g Administrator Certified Professional Study Guide (Sybex)
Oracle Database 11g New Features (Oracle Press)
Portable DBA: Oracle (Oracle Press)
Oracle Database 10g New Features (Oracle Press)
Oracle9i RMAN Backup and Recovery (Oracle Press)
Oracle9i New Features (Oracle Press)
Other various titles out of print now...
Blog: http://robertgfreeman.blogspot.com
The LDS Church is looking for DBA's. You do have to be a Church member in
good standing. A lot of kind people write me, concerned I may be breaking
the law by saying you have to be a Church member. It's legal I promise! :-)
http://pages.sssnet.com/messndal/church/parachurch.pdf
>What always works is escalation. Oracle has a perfectly funtioning escalation process >- You need dedicated support for a sustaining period of time (not 24/7, but you need a timely resolution which is only possible wiht a dedicated engineer keeping an eye on your SR updates)
>- You need someone on standby at a given time (i.e. during a critical phase of applying a patch they sent you, and you only have a tiny downtime window)
>
>BUT >
>Just my CHF 0.02 ;-)
>
>Stefan
>
>=========================
>
>Stefan P Knecht
>CEO & Founder
>s@10046.ch
>
>10046 Consulting GmbH
>>Schwarzackerstrasse 29
>>CH-8304 Wallisellen
>Switzerland
>
>Phone +41-(0)8400-10046
>Cell +41 (0) 79 571 36 27
>info@10046.ch
>http://www.10046.ch
>
>=========================
>
>
>
>On Tue, Jun 30, 2009 at 7:02 PM, Bill Ferguson <wbfergus@gmail.com> wrote:
>
>>>
>>Nice tips on creating a SR.
>>
>>>>Thanks Robert!
>>>>
'If at first you dont succeed, dont take up skydiving.'