Last week I asked Oracle users to write in and tell me what they think about Oracle’s support services — and boy did they comply. Here are three of my favorite comments that came in which range from a very bad review of Oracle support to a very good one, with some interesting advice in between.
Which one of these guys do you agree with?
From 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.'”
From 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.”
From 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.”