Cliff Palmer |
Oracle support is simply terrible. It takes _days_ to get even moderately complex problems resolved, and the resolution is usually found by the customer, not the new hire with the metalink account that is a “support analyst”.
We typically file our SRs category 1. After 2 days of dumb ideas from the new hire that answers, I call and yell at the duty manager, who then tries to find someone in “advanced resolution” (read “has actually used an oracle product before”) who begins to ask pertinent questions.
Oh and by the way – We are the US Army and the DOD, who spends multiple millions of your tax dollars on oracle support annually. These are your tax dollars at work.
Roald Lygre |
In the geography where I work, the Middle East, I find the Oracle support just horrible. Oracle has recently set up a support organisation in Egypt to support the region, but it seems to be populated only by persons very new to the Oracle technology and/or to customer support at the whole.
We try to log our SRs early in the morning so that India take them (if they are pri 2 and up) or very late so that the UK/Europe may pick it up.
We usually have to escalate to get attention at all, there is no way a pri 2 or three moves though the system automatically. I have not had to log a pri 1 yet, so yet have to see how that is treated here.
Sorry that I have not much positive to say about the support, I wish it was different.
The products that we use in production are stable, so we are lucky to not have to use the support too often.
Chen Shapira |
I’ve had different experiences with Oracle support, but overall I’m not too happy. Once in a while an issue get resolved to my satisfaction, and it is a pleasant surprise.
1. RAC – I’ve never got a reasonable answer regarding RAC systems. I usually end up feeling harassed by endless requests for more documents and data by the support personnel. Usually these requests make no sense and do not result in any solution to the issue we contacted support about. I truly believe that Oracle has no competent RAC support personnel, and these days we use third party contractor for our RAC issues.
2. Upgrades – we understand that not every issue can be solved in every version, but this is getting out of hand. Oracle has to understand that patchsets and versions have bugs and we are trying to avoid patching a production system to fix minor problems, especially if other solutions exist (sometimes they do, but we didn’t hear about them from Oracle). Also, we had a priority 1 problem and Oracle advised us to upgrade to 11g. This is unbelievable.
3. General feeling that more often than not I end up educating the Oracle Support person and teaching him how to solve the problem.
Chris Warticki |
You raise a good topic and one that Oracle Support and Oracle Corporation takes seriously. Your honest feedback to Mark’s inquiry is appreciated.
Realize that there is a team within Oracle Support – the Customer Support Management team, that is available to listen to your feedback, channel it to the appropriate support leadership team and also help our customers leverage their investment with Support.
Go to my following blog and see if you too are leveraging your Support investment – http://blogs.oracle.com/Support/
You can also engage our team directly for a free web seminar training on any Support related topic listed there.
Comments about, “certain support representatives who seem to be inexperienced” are too subjective. Most often, the frustration is because Support hasn’t solved it near-instantaneous, not due to inexperience. However, if that is an issue, let us know at the time it occurs through the escalation process.
Comments about, “elevating problems quickly to move up the ranks”, is a perception problem. First, Oracle Support doesn’t offer teired support and hasn’t run tiered support in over 7 years. Second, the most common mistake is increasing severity/priority versus actually speaking to the support manager through the Escalation process.
Read – http://blogs.oracle.com/Support/2007/07/18#a18
As I mentioned, your feedback is taken seriously. And, seriously take me up on the free offer to train your team on Advanced Support Tools, Tips and Best Practices.
Chris Warticki, Sr. Customer Support Manager
firstname.lastname@example.org or email@example.com
Terry Rankin |
I sit here waiting for a response to my Oracle SR. I opened the call yesterday morning, 2 working days have passed. The only response I have gotten from Oracle is….please send us the RDA output. I’m waiting for the “You need to upgrade to the latest release” response which is sure to follow. (once I’ve left for the day!)
I have worked with Oracle products for over 8 years and the support is the worst I’ve seen. Previously when we encountered a bug, contacting Oracle we would expect to get assistance and the problem resolved. Now a days, I tell me clients, don’t expect much help from Oracle support. we’re on our own to solve it.
With the release of 11g now out, I don’t expect the number of support calls to diminish, meaning just as slow as now!
Oracle Support is superb,excellent I have no words to admire it, basically they resolve SR in fraction of Hours.
Engineers of Oracle have better Knowledge than any other like example given above.
My personnel experience, I am very satisfied with Oracle Support……
John Matelski |
Oracle became the first enterprise software company to receive J.D. Power and Associates Certification for Outstanding Service and Support – so that alone should answer the question. But let me speak from different personal experiences -
As a customer, the City of Orlando has received excellent support since Oracle acquired JD Edwards and PeopleSoft. Each and every request for support has been handled professionally, and on calls that did not have an immediate remedy, we were informed along the way as to the status of the resolution.
As a very active member of the Quest International User Group, which is a user group that represents over 50,000 Oracle PeopleSoft and JD Edwards applications users and the ecosystems required to maintain them, I can also tell you that the Oracle support organization along with the product development groups work very closely with Quest to immediately address issues/needs that crop up, especially those that impact a number of customers. David Hare and his team direct specific resources to work with Quest to ensure the timely resolution of issues, and to ensure that the broadest population of the customer community is apprised, and enabled to reap the benefit of solutions as they arise.
I also happen to be a participating member in the International Oracle User Community (IOUC), which is an organization that consists of all Oracle user groups worldwide. As the Chair of this organization, I have seen first hand, and had affirmations from others across the globe, as to the value of the Oracle Support organization. The IOUC has a Support Quality Committee which works hand in hand with David Hare and his team, to address Support issues of a global nature – those that impact all customers (applications, database, technology, tools). The amount of staff time, dollars and other support that Oracle Support has invested in this area is second to none.
Does this mean that everyone will be happy with Oracle (or whichever vendor) support? Of course not. I have been dealing with vendors like Oracle for over 25 years! I have been dealing with Oracle for 17 of those years. The reality is – ANY vendor’s support is only as good as the perception of that support. What do I mean by this? A vendor’s ability to provide real or perceived quality support is impacted by a number of things outside of their control, including the technical capabilities of the customer personnel calling in for support, the functional expertise of the customer calling in for support, the level and complexity of custom modifications made to an implementation, the number of external APIs that have been built, and the infrastructure configuration of the customer organization – just to name a few.
I will admit that the City of Orlando has been blessed to have superior technical and functional staff that makes trouble-shooting and resolving that much easier. We also have always been a firm believer in minimizing customizations while maintaining a first rate infrastructure that will accommodate the applications and technology that have been deployed.
As it relates to the question about third party maintenance. There are a few good third party maintenance vendors out there, and due diligence dictates that organizations evaluate all of their options. I would hate for any vendor to become so complacent as to believe that they can provide poor or mediocre support and still retain my support/maintenance investment. I have always been a firm believer in the “one throat to choke” philosophy. I believe it is much easier to control your implementation if you minimize the number of players in the mix. All to often I have heard the horror stories of the third party support provider claiming that there is a problem with the software, and they can’t fix it…and then the primary vendor saying that the problem was caused by the third party vendor’s actions…and the primary vendor can’t fix it…and then you are stuck in a virtual stalemate, not knowing who can fix your problem as the fingers are pointed in opposite directions. I would rather be able to hold the primary vendor accountable. From our standpoint, we have had nothing but first rate support from Oracle – so a move to third-party support would require a different driving factor.
In conclusion, I would just likely to provide kudos to David Hare and his global support organization for a job well done. For those customers who, for whatever reason, are not happy with Oracle Support, I would encourage you to do one of two things. First – escalate your concerns up through the organization. David Hare’s commitment to customers is second to none, and he instills that passion to his management team and through his organization. If you feel that you are not getting the support you should, I am confident that he and his team are going to want to know about it, and will do everything that they can, within reason to get you a resolution. The second thing I would encourage you to do is to get involved in user group activities, and leverage the power of the collective customer voice. Organizations like Quest International users group (http://www.questdirect.org)are there to help advocate on your behalf, and to escalate things into Oracle management. The IOUC is also there (http://www.iouc/org) – and can help guide you through choosing among all of your user group options across the globe. There are user groups in North America, Latin America, Europe, Middle East, Asia, Australia, New Zealand and elsewhere…and the IOUC can help channel you to the right place.
Arnold Wong |
For a number of years now, the International Oracle Users Group Community (IOUC) has convened/established the Support Quality Committee (SQC) to represent Oracle customers to Oracle Support Services (OSS) and to inform OSS of IOUC-SQC members’ concerns.
It has the experiences of the IOUC-SQC that OSS (through the OSS-SQC representative and OSS senior executives) has continued to provide prompt and effective responses to issues raise through the IOUC-SQC.
Hence, I would strongly recommend Oracle customers to participate actively with their respective User Groups to channel their “concerns” to OSS through the IOUC-SQC for a speedy and satisfactory resolution.
“certain support representatives who seem to be inexperienced” are too subjective.
If we have to explain the support analyst that
- some suggestions are simply wrong
- suggestions were valid for a previous version
- the log file requested is for an other type of problem
- our version is already present in the SR 4 times before
how should we then qualify the support analyst?
I can give you a long list of SR’s.
I’m active in Oracle Payroll, and if i find a bug, i simply try to find a workaround, or change my algoritm, all to avoid to log a bug. The first line is simply horrible.
Daniel Morgan |
My experience with Oracle support over the years has run the range from “they’ve got to be kidding” to “fantastic.” For the last couple of years I have been extremely happy with Oracle support and the metalink services in general.
What I have found is that most of the time when DBAs and developers complain about the service it is because they are either asking for a free tutorial (I bought the car please teach me how to drive it) or they didn’t do their homework (what’s an RDA?).
DBAs who follow “best practice” guidelines and present clear and coherent explanations of what is wrong and attach an RDA get good service from someone with an appropriate level of expertise. The other guideline I use, and teach, is when opening an SR always attach a spool file that demonstrates what you’ve done to define the scope of the problem.
For example I recently had an issue with FLASHBACK VERSION queries. I provided a demonstration of the problem but also showed how not using MINVALUE and MAXVALUE, hard coding in SCNs, worked. The resolution was quick and more than satisfactory.
Hope this helps.
Renee Roy |
Oracle support has been awful for our Sev 1 issues. It takes a minimun of 3 hours for any response to happen, and the it is another day of useless requests for information. Seems like the whole point of the excersise from the Oracle perspective, is to hit that button for ‘waiting for customer’. We have had to resolve our database down production issues ourselves, as the recommendations from Oracle have been useless at best, and most times not related to the problem at hand. I still have open tickets with them, trying to find out why we had a problem, after we fixed it and reported back to them what worked.
Yuriy Grument |
Oracle support is pretty poor. IMHO, there are several factors that contribute to this:
1. The low quality of many Oracle’s products (they are very buggy!) such as Portal, OWB, OAS, etc. This causes huge amount of SRs to be posted to Oracle Support by customers. In order to handle all those SRs, Oracle hires more and more support analysts. Many of those “support analysts” have no enough experience to properly handle SRs.
2. Oracle spends a little money of its big profits (as Oracle claims on its web site) on fixing bugs and developing new functionality for existing products. Many of the bugs are noy being fixed for many years.
3.Instead, Oracle activelly buys small/mid-size companies with their owwn products and tries to integrate them with its owns. Often, such integrations are not “ideal”, which adds more “headaches” to the customers.
4. Oracle pays much more attention (and surely money) to the sales guys and rather that to the supoport. Oracle’s main goal is to sell products – not to support them!
Abdu Saidi |
I almost always rate my satisfaction with Oracle support as 9 out of 10 on the SR surveys.
I have been using Oracle support and metalink for more than 10 years and, apart from a few exceptions, I am very happy.
I have always been the only DBA with my employers and I support from RAC and ASM to Oracle Applications, Application server and databases 9i and 10g and more than 2000 users.
I wouldn’t want to use a third party support provider.
I think oracle support is reasonably priced. I would pay anything to be able to get help whenever I need it, day or night.
Andy Farber |
Oracle Support is caught in the middle, between what marketing promised and what development delivers. Over the years, they have done a pretty good job of bridging that gap.
The self-service support model is the only way Support could begin to meet the demand. Forcing me to do some homework can locate a solution long before a Support analyst is involved. I have often found a direct hit on Metalink, with a patch waiting to be downloaded, tested, and promoted to production, before even opening a TAR. Contrast that to years’ past, when it took three days for a patch tape to be cut, shipped, received, and installed!
The Support Diagnostics were a bit of a pain when they got started, but they are definitely the way to go. Now, I don’t have to spend days trying to document my environment and profile settings. I can just upload them. These are just one of many tools that Support has been putting out over the years.
Yes, there are still nightmare TARs. But they are far fewer than they used to be, and there are far, far more TARs that are closed, quickly and efficiently.
Roger Rosenblum |
My experience with Oracle Support is very positive. The SR’s are addressed quickly (if not I am kept informed why not) and the staff are very professional, courteous and very knowledgeable. It’s always a pleasure to work with them via web conference or email, or phone or just via the SR.
John Schmitz |
I’ve been supporting Oracle Applications and the E-Business suite for my organization for just over 10 years. It’s my perception that while the complexity of the products has increased the general quality of the software and of Oracle’s support has improved. The increased satisfaction may partially be due to improvements in our understanding of how to best use Metalink and work with Support. When we have a problem with the status of an issue or the knowledge of a support technologist, we are now more pro-active in addressing it. We also benefited from a half-day session where Oracle came in-house to discuss effective use of support tools, OAUG/Oracle training sessions, and using OTC sessions. There is always room for improvement including in the quality of documents. I’m pleased Oracle recognizes that and seems to be responding.
Scott Jenkins |
As a System Integrator and Reseller, resolving our Customer’s issues are Job 1 here. Our experiences with Oracle support have been tremendous. They have supported us in many areas from proactive pre-planning to escalation, resolution and enhancements. Oracle support, development and product management work together with us to help make a smooth customer experience one right the first time. Naturally, with so many Operating systems, networks, configuration sizes, etc. it’s usually complex and it’s ALWAYS true that it helps greatly to know your systems, network, configuration and be proficient in the technology before you file a service request. Support isn’t designed to be Oracle Education but rather Support. Many times we find outthat the issue wasn’t Oracle software at all but some internal network or setup issues. Of all the Vendors we work with, our relationship with Oracle Support is the best. They are professional, knowledgable and courteous. Frankly, we couldn’t do business without them.
Bob Richard |
We have Oracle support for several Oracle products and the support experience seems to vary between products.
We run Oracle Collaboration Suite, and I have been thrilled with the level of support provided by the OCS group. We have been assigned a primary support rep who is very proactive in resolving issues for us. She has set up monthly calls with us to check our satisfaction with OCS and also to deal with any open service requests or issues we may have. The OCS team is very responsive knowledgable, and dedicated to getting you a resolution for your issue. Our rep has also encouraged me to call the team directly if necessary to resolve what I feel are critical issues. The service from this team is very personalized and I feel as if we are easily getting a good value for our money with the OCS team.
The Oracle apps team has been a little harder to deal with and is much less personal in their approach. I asked for a support rep, as has been provided by the OCS group and was told that that level of support cost extra. We currently pay a substantial yearly support fee for Oracle Apps, so this answer was suprising to me. We have had several lenghty service requests where we are given lots of what I call “busy work” which is requests for information that is either redundant or does not seem to progress toward a resolution of the issue. At times, dealing with the Apps group is very frustrating, and we have had occasions where we determined the resolution before they did.
Ultimately, Oracle support is a necessary in my opinion. There are times when you absolutely need their support. I am just much more at ease and confident in the support I get from the OCS group versus some of the other Oracle support groups.
John Hendzel |
At LCC we have been using Oracle Collaboration Suite since OCS 9.0.3. We have had issues during the installs and the upgrades. I would like to state how excellent the support I have received from Oracle Support has been. Some of my issues have taken longer than others to solve, but the effort from support has been greater than 100% all the way. I am always pleased with the professional and helpful approach that each of the analysts have taken with my service requests.
When upgrading from OCS 126.96.36.199 to OCS 188.8.131.52, we had tremendous help in the planning stages and implementation phase. We are now in the implementation phase of OCS 10g, and have had continued excellent support. It is clear to me that Oracle Support is very concerned about my success.
John Hendzel |
My experiences with Oracle Support has been good in cases where there was no known solution. They have always been ready to research a problem and when necessary, bring the issue to development. I have had opportunities to participate in web conferences with support analysts and development. This has always brought us to a good solution. When a problem is being worked on, I am always kept in the loop. I have had analysts call me and email me to keep the SR moving to a resolution.
judith schasberger |
I have experienced Oracle database support beginning with Oracle 7.3.2 and the quality has certainly ranged from dismal to superb. Early on if you reached a live person the support was in the 9/10 range. But until you reached the live person a lot of suffering occurred.
Although Metalink began very buggy and is still occasionally quirky gradually the method and the support have improved. Metalink can still be a pain to use but the response time is much better and the diagnostics and solutions faster and easier to apply.
Recently I was given responsibility for a standalone installation of oracle calendar. This is where the support has been superb. Oracle calendar is somewhat delicate and twice on Sunday afternoons, after weekly batch disasters, I have had to rebuild the calendar database. After the initial nail-biting wait, a knowledgeable responsible support person was able to help me develop a recovery plan, was available for additional questions and was interested in the outcome. My oracle calendar support experience is a model of support.
John Hendzel |
We should all understand that adventually, every version of software will need to be desupported. With that being said, in the years I have been supporting Oracle Collaboration Suite, support has pointed out when there were patches to newer versions, but they have always been willing to work with my reasons as to why I may to be able to move to a newer version. Support has always understood that going to a new version was not a black and white decision. They also understand that patches need to be scheduled in to when business will allow.
Ray Payne |
I have a couple of comments:
1) I will not sit here and tell you that all of my support engagements have been stellar. They have not. I will say though that the quality of support inmy experience over the past 16 years has grown steadily if not exponentially. I karken back to the pre-METALINK days of support, and I cna tell you that what is there is far superior to other vendor support sites that I interact with on a frequent basis. In many cases, we are able to use the tools and references provided by support to diagnose and resolve our own problems before even involving a support analyst. As much as I would like for my organization to be able to take credit for being excellent technicians and problem solvers, I have to confess that the majority of this success is because of the rich content found on Metalink. And Oracle is not sitting on its laurels, they are continually enriching the breadth and depth of that content.
2) I am a firm believer of the old adage that says “you get out of something no more than you put into it”. The same applies to Oracle Support. You have to put into it the effort to make it work for you. That means you need to be proactive and take action to avail yourself of the multitude of services and tools that they make available to you. I see a lot of messagesin this blog talking about how to “circumvent” the perceived front line support person who they feel may not be qualified to deal with their issue. I would have to ask those people, have you made available to that analyst all of the information about your problem? Are you using Configuration Support Manager and/or RDA? Have you thoroughly investigated the on-line knowledge bases in Metalink? If you don’t know the answers to these basic quesiotns, then I think you have probably set yourself up for a “bad” support experience.
If you do all these things, and you are still not satisfied, then get involved! Join a User’s Group! Get involved in one or more of the User Group Councils that deal with Support Quality (unabashed plug goes here … the “Oracle/OAUG Customer Support Council” comes to mind for some reason). There are avenues to get your voice heard, no matter how seemingly small.
Chair, Oracle/OAUG Customer Support Council
John Hendzel |
We have been running Oracle Collaboration Suite since version 184.108.40.206, and received excellent help in planning and implementing the upgrade to 220.127.116.11. We are in the implementation phase of 10g OCS, and have continued to receive excellent support.
When dealing with support, the solutions have not always existed. Oracle support has always been willing to research an issue and come up with a solution. When necessary, they have not hesitated to bring in development. I have had the opportunity to participate in many web conferences which have led to successful resolutions.
I have also been pleased with Oracle Support, and their willingness to work with me on the versions that I have installed. I have had times when support has pointed out a patch to a newer version, but they have always been willing to work with my reasons as to why I can not move to a new version at times. They have also always been understanding about the fact that patches and upgrades must be scheduled in when business will allow.
Roy McBroom |
As a new DBA (4 years) I have found Oracle support all over the board. I had a level 1 SR resolved in 45 minutes once and another level 1 go 20 days to the point we abandoned HP-UX in favor of LINUX. I opened an SR once to find out if restricted mode in a RAC is the same as a single instance database. The answer was yes and here’s how to put the RAC in restricted mode. The how to was correct, but the answer was wrong. I could go on and on, but basically I test the initial analyst by doing exactly what he asks and verifying he/she UNDERSTANDS my problem. I love it when they send me back instructions for the wrong OS. Did they even read my SR? Basically I’d give Oracle a middle C for support. They could do better.
Jomy Pidiath |
My experience with Oracle support comes from the perspective of having run a global calendaring infrastructure that uses Oracle Calendar (part of the Oracle collab suite) at a large pharma with users in almost every country of the world. Our combination of being a large complex installation and staying on relatively newer releases has gotten us pretty good support from the team that supports this app. High priority SRs/TARs have always received commendable assistance. We have encountered issues on occasion with new tech analysts appearing to ask altogether unrelated questions and the like, but I’ll put some of those in the category of issues that have probably more to do with perception and psychology. I say this only because we have on some such occasions escalated to the sr. engineer who’s collaborating with the new guy to only find ourselves now understanding the reasons behind those same questions that seemed strange when the new guy mentioned it .. such is life sometimes I guess ! Overall, I’ve been pretty happy with Oracle support (calendar app), if its broken and can be fixed they’ll find a fix for it, if it can’t be fixed and needs development intervention they’ll at least tell you as such (very important) unlike the growing list of vendors from whom its difficult to get a straight answer.
My take on going with a third party support provider, besides the usual considerations (quality/price) is that I’d be very willing to consider
Anyone who can provide some level of personalization in tech support, i.e. comes closest to assigning a small set of people who’re always providing support to the same customers. Oracle’s technology can quickly get complex, there’s nothing more helpful than tacit knowledge to soothe out the frazzled nerves of a customer in distress and reduce the time to get to the bottom of the issue.
Greg Smith |
We have been running the Oracle Calendaring system (Collab Suite in Standalone) since the Steltor days (CS&T). From a support perspective, it is a good thing Oracle kept many of the Steltor folks to support Calendaring. This is a top notch team who has been able to resolve nearly all my problems and quickly. I perfectly understand most companies try to perform a “Follow The Sun” support structure. However when a case gets logged outside of the Canadian team, I just give up and hope for the best. Specifically on my latest case! I may nead to request it be sent over to the Canadian team.
Geoff Kilpatrick |
There are some truly dedicated and talented individuals in Oracle support. Weekends, holidays, day and night we’ve had representatives from support working with us – by phone, email, Web Conferences or whatever means necessary to find a solution.
Any time that you are dealing with products and deployments as potentially complex as what Oracle offers, there will be a lot of background information that support needs to gather to get an accurate picture of what is going on. I like the Configurations and Projects under Configuration Support Manager in Metalink, because it saves the time of entering all of the pertinent information about our installations every time I submit an SR. I’ve found this also saves a lot of the background questions that often took a day or more to answer in SRs in the past.
In the dozens of SRs I’ve filed, I can’t think of a single case where an Oracle representative was discourteous or left an issue unresolved. Several times issues have required that development also be involved, writing or even backporting patches to fit our business needs. I haven’t seen a company more capable of resolving unique and highly technical issues.
I have nothing but praise for Oracle Support.
If they seem slow, then update the SR, or call them. I do.
My only gripe is the utterly rubbishy search engine they use on MetaLink – it’s pants.
Ken Olsen |
I have been working with Oracle as a DBA and Developer since version 7.2 and have seen the support organization make many changes. The support today via metalink is 5000% better than support was then. However, much of the support issue falls back on the requester not knowing the BEST process to use to get support. Many of us (requesters) have the expectation that a response to a request will be immediate. This is most likely because when we need Oracle support we have already exhausted our local ability and are now under the gun from our users to fix an issue. In many cases the adage that a lack of planning on our part does not imply and emergency on their part applies. As supposedly Oracle professionals we need to understand when an issue needs Oracle support help sooner an not spend so much time trying to address the issue ourselves. In most of these cases we already know that we do not know how to fix the issue but stubborn pride on our part makes as try.
My experiences with Oracle support have been positive in those cases where I requested help in a timely manner. In only a few cases have I had issues with the timeliness and in those cases it was not only their problem but mine as well.
Mario Rivadeneira |
The comments sound all too familiar.
I just closed an SR for a 2 node RAC which took 13 days to resolve.
The actual work to clean up the issue (caused by a Critical Patch
Update installation) took 4 hours.
- The person initially assigned to the case had no experience and
kept pointing me at Metalink notes. Response was very slow.
- I had to call Oracle Support 4 times to request timely responses and a ‘plan’ to fix the problems.
- Once the SR was escalated to the right person; the problem was quickly resolved.
I agree with Ray Payne’s comment on being proactive, thoroughly researching your issue and taking control of your SR; as well as telling Oracle Support what is it exactly that you need.
It was a stressful but good learning experience as far as how to deal with complex SRs from now on.
Mixed views on Oracle Support – my experience tends to vary across product groups ranging from bad to fantastic. Won’t go into details, but just wanted to share my “funniest” experience.
I run a 10.1.0.5 DB for managing interfaces where the only interaction with the DB is via sqlplus calls from unix shell scripts; i.e. totally server based, no UI.
Anyway, had a situation a couple of months ago where the DB was crashing/core-dumping at random intervals.
Raised an SR and uploaded the Alert Log and Trace files.
Response from Analyst ws to request a screen print of the incident when the crash occurred.
Replied stating that no User Interface to DB so no screens available to print but that I had uploaded Alert Log/Trace files etc. which should help them start troubleshooting.
Second response from Analyst requesting a screen print.
So I opened the Alert Log in my Putty session, scrolled to the relevant errors, captured the Putty window and pasted to Word. I then uploaded the “screen shots” of the error.
The SR was then resolved in under 1 hour.
Running a 10.1.0.5 DB for interface file handli
Brenda Gerth |
I have been relying on Oracle Calendar tech support for about 7 years and have submitted many SRs associated with server related upgrade, platform migration, LDAP integration, and wireless issues to the various client issues.
I can’t speak for the other Oracle products, but I can give a 9 or 10 out of 10 for the Oracle Calendar support group. I was extremely concerned when Oracle acquired Steltor (the original vendor of the Calendar product a few years ago), that the excellent support would be eroded. Fortunately, the original calendar tech support team based in Montreal, Canada was kept by Oracle.
The individuals providing support are extremely knowledgeable and helpful, and they make every effort to resolve reported problems, accurately and quickly. I’ve gotten to know many of the support staff over the years and in no way do I want to use a third-party support company. I like the fact that I am communicating with the same knowledgeable staff and I do not wish to communicate with a different person every time I submit a trouble ticket.
I communicate with other vendor technical support teams that are positively useless. Compared to them, Oracle is far superior and the Oracle Calendar tech support team is exemplary.
As with any company as large and as complex as Oracle, there will be varying degrees of competence, in every area. And, with the inherent flexibility of Oracle applications – allowing clients to customize and control configurations and change functionality – Oracle does a very thorough and methodical job in supporting its products. My experience with Oracle support has been a positive evolution, funnily enough corresponding to my understanding of the Oracle products. Support is only as good as the information you provide. I have witnessed some very poorly expressed problems and associated symptoms, such that even when I knew what the problem was, I would have been hard pressed to understand what the person was trying to get a resolution for. Imagine an Oracle support analyst trying to interpret inarticulate problem descriptions.
Oracle engineers and developers are the only people who could reasonably support Oracle products and in no way would I ever want to see 3rd party support organizations take their place. The technology is so immediate and cutting edge, that 3rd party orgs would be behind immediately.
Every time I have seen poor responses to Sev1 SRs, it has been on the client side, i.e. the Oracle analyst tries to contact someone on off hours and no one is available. Then they wonder why Oracle support wants to de-escalate the SR.
Oracle applications support many diverse businesses and they do an amazing job of trying to assimilate all those various nuances in their support efforts.
As with any tool, it’s only as good as the user……
From the start I used metalink and started to create and log issues and problems just this year, I’m commenting on both sides. I had service requests (SRs) which handled both by expert and newbies.
This is based on my experience. When the SR severity is low (like 2 to 4) that means there is a great possibility that the analyst is a newbie or let say inexperienced. But when the SR severity became 1, that’s the only time I’m going to meet the experts. Or if the SR’s not in Severity 1 (that means our account falls into Critical account) wherein Oracle Support gives special attention to the SR and allocate best resources to the issues I’m handling.
I made SR which involves database, erp and linux issues. On the database and linux I recommend most of the analyst but on the erp (wherein it involves lots of products), under this category I met newbies and inexperienced most of the time.
I think the first level support are quite newbies but, sometimes its really frustrating if the supports handle my SR ask me a lot of questions and the issue does not moving or progressing.
But for the experts support especially in linux team, I love them
Sue Shaw |
We are a JDE EnterpriseOne/World customer. Having gone through JDE, the PeopleSoft and now Oracle support we have nothing but praise for the Oracle support organization – best of the three. Granted, they are the same people that we have been dealing with for years but with Oracle, these people are obviously being given the support and resources required to support their customers.
I would classify ourselves as a ‘challenging’ customer – we have a tendency to modify things (sometimes things we really shouldn’t touch) and we have a very large, complex implementation. In our experience, we have never been ignored and the Oracle support folks bend over backwards to help us solve our issues – whether the root cause is their software or something that we did to ourselves.
To those customers that are unsatisfied, I would say that perhaps you could try escalating your calls until you find the appropriate Oracle resource to help you. Building a positive relationship with your primary software vendor can only benefit you.
ERP Architect – Shell Canada
Quest International Users Group EnterpriseOne Advocacy Director
Udi Karni |
We run a very large data warehouse and we encounter mostly performance issues that you don’t see on smaller databases. Once you have a really large number of rows and columns, going “AUTO” doesn’t always work well and Oracle needs a little guidance.
It’s obviously hard to create a test case from Terabyte tables, and the problems are pretty esoteric, so we try to appreciate how difficult it is for Oracle Support to provide quick resolutions, sometime.
Most support people are very helpful, and occasionally an escalation request makes a big difference. Just recently, we had 2 thorny issues get resolved and performance shot up 10-20 fold. The technology is incredible and well worth the effort.
So – Oracle Support works, and the process is also a great learning experience. Try as much as possible to have a test environment that’s as big and complex as production so you can run across the problems there first, and be able to take your time and work through support without being under the gun.
Raymond Mikwa |
Oracle support depends on who you land on the other side.On a lucky day you’ll get speedy help while on other days its louzy.
Satya Vaidyanathan |
Oracle Support has been very supportive to us as part of our current R12 implementation. We are part of the R12 SIP and are very pleased with the level and quality of support that we are receiving both from Oracle Support as well as from Oracle Development.
SR management and SR related communications are very effective. Oracle is proactively partnering with us in ensuring that we implement the applications in alignment with the future roadmap and direction of the Oracle eBusiness Applications development.
The product release as well as Roll Up Patch (RUP) releases are of very high quality as compared to similar major version releases in the past.
Overall, we are very pleased with working with Oracle. We greatly appreciate the support we receive.
Kelly Thomas |
I always try to get support when UK/America can pick up the request. I find it very difficult to understand India/Eastern engineers or get them to understand. Generally, they do not listen to the details and act like they are ADHD and we are stupid. We generally solve the problem before they can understand the problem. And with any database problem; it all in the details. I have had instances where I contacted Oracle with a Severity 1 and it has taken them two days to get back. I have had other instances when they have gotten right back. I believe support 10 years ago was better.
Jesus Fernandez |
I have been working with Oracle Support for more than 10 years. Its performace has became worst and worst. The support engineers do not nothing other than ask obvious questions basically because they just do not know. They are just too inexperienced .
During the last years we just use the support when the issue is related to an application bug.
Ka Ng |
My experience with Oracle support has been below average over the last 18 months. Before Oracle took over PeopleSoft, peopleSoft supports that I had got was average, and a little bit above average at best. Since Oracle had brought PeopleSoft, Supports have been becoming worse and worse.
The previous company that I worked for used PeopleSoft SCM 8.4. Partically, there are only two analyst supports all the manufacturing module. I waited months without anything could be resolved for us. However, there are still few good analysts there from original PeopleSoft. Only if you are lucky to get them look at your case.
A lot of my cases have been assigned to Analysts in India. It is perfectly fine. Except that I have to wait 24 hours to get a respond from my additional questions on top of the initial 24 hours wait time. It is very difficult to resolve problem in such manner.
What is the reason that I say that oracle support is below average? It is because my previous company switched to tomorrrow Now for PeopelSoft support. The supports that I got from Tomorrow Now is way better than Oracle can even dream of providing. I got responds back to me in less than 4 hours on any case that I opened. The experiences of Tomorrow now analysts are so much better, and thier willingness to help resolve issues are exceptional. Tomorrow Now don’t say no to problem, and will work with you to come up with solution. What oracle will do are “Pending Incident resolution”, “Applying latest patch may work”, “No responds to emails for 10 or more days”, “Analyst seems to just do search and match keyword”. Maybe 20% of the case will have Analyst called you back, and able to resolve the issues in reasonable time. More importantly, I was able to access actual developer on PeopleSoft application who had written the application that I needed supports on from Tomorrow Now.
Maybe Oracle should learn how to support customer liks the way Tomorrow Now doing it, and save its customer half the cost. I could only dream of that happening.
Oracle support sucks . Horrible . I’ve never got an answer from them.
They never understand the seriousness of the issue. NEVER .
SEV2/3/4 doesn’t make any difference there. And for a SEV 1 they ask
us 1000 questions. Idiots. Sheer monopoly . Nothing else.
This is the most irritating reply from oracle support.
Stupids. They don’t have working model to support a
customer 24*7 . I am also in a support environment . If I ever
say the same to my customer , believe me , i will be fired.
The owning engineer is currently off-shift.
I have set the status of this issue to RVW (Review) for your analyst`s attention upon his/her return to work.
If you require immediate assistance regarding this issue please call one of our global support centers and
ask that the SR be reassigned.
If you do not know your Oracle Support phone number, refer to the following URL to find the number:
Oracle support SUCKS big time!! I saw some flowery comments above and think they are plain BS!
Customer service is non-existent; Oracle JUST DOESN’T CARE any more!!
I have had years of experience working with Oracle support. The service in the last 3 years has deteriorated beyond all measure.
Oracle is focussed on quantity against quality. What else would one expect? I think the worse is yet to come. Think about these facts:
1. In an effort to monopolize the applications market, Oracle acquired 30+ companies in the last 36 months.
2. Each new acquisition brings a new set of executives, causing utter chaos within Oracle mgmt.
3. Every 2-3 years, Oracle seems to be firing the applications’ managers and laying off a a number of folks and trying to move operations to cheaper shores.
My opinion of Metalink support is that it is very bad. Due to our location in South East Asia, most of our SR get assigned to India where the support techs seem to have little or no real knowledge and waste a lot of time requesting useless information.
Usually, during an SR’s life cycle, we end up finding the solutions on our own… and at times even educating Oracle Support on the solutions!
One SR for a critical MRP bug was open for 3 MONTHS before we solved it.. they had put it to status ‘Assigned To Development’. On our own, we were researching a different MRP bug and found a patch for (we had an SR open for but we found the patch before the support techs did.) Anyway, the patch for bug b also fixed the bug in the SR that was open for 90 days and assigned to development.
During a recent major upgrade to our DB and applications, we had our systems offline for 2 days… on the final day, the Metalink website was down and inaccessible all day! We had to rollback and start over a week later when we could access metalink to find solutions to the bugs… that;’s a firghtening scenario to say the least.
Oracle is not really and applications company…they are a database company. With Oracle apps you get TONS of bugs and problems…they seem so haphazardly built just so they can be pushed to market. No wonder they have such a hard time supporting their junky applications!
Kris Cruz |
The disappointing experience with Oracle Support far outweigh the positive ones. Far too many times I have had the front line perosn try to blow me off.
For example, after searching metalink unsuccessfully for a solution to updating a large number of existing suppliers in the e-business suite in the Oracle Recommended fashion (directly updating tables is taboo in the e-business suite), I am told that kind of help isn’t covered under the support terms as they called it “user error” that the correct value wasn’t loaded with their import program and they closed the SR.
Clearly Oracle’s own support document says otherwise:
“Technical support is provided for issues (including problems created by you) that are demonstrable in the currently supported release(s) of an Oracle licensed program, running unaltered, and on an appropriate hardware, database and operating system configuration, as specified in your order or program documentation.”
Oracle Support |
Ive read through most of the comments here and the general notion is that the Oracle Support Services provided are not very good in terms of customer service and problem fixing. We are a Oracle Certified Advantage Partner so it is very interesting to see what people actually think about the Oracle support services.
From reading the above it seems that Meta link doesnt seem to be that helpful. I have not used it but it seems that its not worth it.
It also seems that geographical location seems to have an impact on speed and action of the support.
Thank you anyway for the insight into your opinions of the oracle support services. I hope your experiences improve for the better.
I’ve been an Oracle Analyst for over 10 years. Support has reached an all time low. I’ve had a TAR opened which has been elevated to a Sev 1 twice! I’ve escalated to the duty manager three times. The TAR has been opened for 2 months, in which time I’ve uploaded the same data OVER AND OVER again. It’s clear they do not have a clue on how to fix the issue – which is the result of a R12 upgrade – My advice: DON’T DO IT!
I’ve waited 4 days for an OWC which resulted in the analyst calling me at MIDNIGHT to schedule the OWC! Since I missed the call after 10 mins, I’ve tried calling back every 10 mins to reach the analyst. I’m going on over an hour of call back. I’m at my wits end. The affair is more than over. I can’t believe how they can get away with such terrible service which in the past, wasn’t the best, but not nearly as bad as this!
Barry J |
I think support cares a “little” and will be “sort” of responsive but ONLY if you are one of their top biggest customers and spends like 25 millions or more in support contracts a year. If not then be happy they take you issue at all but don’t expect phone call back from anybody, even manager.