I haven't had to call support yet for anything. But I would recommend escalating to your Oracle account rep. If it's a mission critical server and on premium support, I'd go as far as escalating up to the VP that covers your region. Every time there's a change in any tech support organization, things go to hell in a hand basket. So really the only way to get Oracle to fix this is to complain and escalate. The more of that, the more pressure will come down from above and things will improve again. This happened years ago when Sun off-shored support and things were horrible. Eventually they listened and moved things back to the US and support improved again.
I also remember when Symantec bought out Veritas, the support situation was bad for a while and then improved after customers complained extensively. *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Octave J. Orgeron Solaris Virtualization Architect and Consultant Web: http://unixconsole.blogspot.com E-Mail: unixcons...@yahoo.com *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* ----- Original Message ---- From: Edward Ned Harvey <opensolarisisdeadlongliveopensola...@nedharvey.com> To: Mike DeMarco <mikej...@yahoo.com>; opensolaris-discuss@opensolaris.org Sent: Tue, December 21, 2010 9:57:48 PM Subject: Re: [osol-discuss] Oracles support SUCKS > From: opensolaris-discuss-boun...@opensolaris.org [mailto:opensolaris- > discuss-boun...@opensolaris.org] On Behalf Of Mike DeMarco > > I have been on hold for over 1 hour, I created a ticket through the web > interface "which also sucks" Seems the web interface did not register the > support request. Out of curiosity, what level of support do you have? If you buy support directly from oracle, there is only "premium" available, which is expensive. Minimum $1k/yr and going *way* up from there depending on your system. If you buy support, for example, included with a new Dell server or something, then you can get it cheaper, with a lower level of support... As low as $400/yr, which is actually kind of reasonable. But I have premium support on a Dell server, and I have a separate premium support contract on Sun hardware. 1 year ago, I had a support request on the sun hardware which was excellent, but recently I had a support request on the Dell system which was equally ... perhaps even more horrible than what you've described here. I don't know if there's any relation to the sun vs non-sun hardware. Perhaps it's simply "today" versus "1 year ago" support... Whatever the cause ... I don't know the cause. I advise you to try being creative. Perhaps call several times and open up multiple support tickets... See if maybe oracle has newhires or scabs covering support... Perhaps claim it's a critical system down issue... Or try precisely the opposite because they're sick of people claiming it's a critical system down issue... Perhaps some individual humans suck and others are good. Perhaps all hope is lost and support will never be good again. I don't know. _______________________________________________ opensolaris-discuss mailing list opensolaris-discuss@opensolaris.org _______________________________________________ opensolaris-discuss mailing list opensolaris-discuss@opensolaris.org
