Oracle Support SLA

Hi,
I opened a SEV 3 SR with Oracle Support a week ago (6/1 8am) and have yet to get any response whatsoever. Updated the SR on Monday asking for a response and none so far. This has happened a couple of times the last 6 months. I read the latest "Oracle Software Technical Support Policies" pdf on the Oracle Site and the SLA for SEV 3 SR is only mentioned under Priority Service and Priority Service Desk (both say 90% of SEV 3 service requests will be responded to within the next local business day) on pages 13 and 14. Apparently there is no SLA for SEV 3, only option is to have the Support admin upgrade to SEV 2 and pray.
Are there any other docs that outline what the SLAs are?
Thanks
Tom Cullen
Senior DBA

tcullen wrote:
Hi Srini
I have read this Note many times in the past. Why do I have to escalate my SR to a SEV 2 when it is not a SEV 2 issue? Why should I be honest and open an SR as a SEV 3 if it will never get worked on? My point is this process is broken and it needs to be fixed as Support is very expensive. I posted here as Support is not doing anything to fix this broken process.
Thanks
Tom CullenPl re- read that note again - escalation has nothing to do with the severity level of the SR.
Srini

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Can SQL Developer be used for Oracle Support "HTML Output" Diag Scripts ?

Hi All,
Oracle Support has asked me to run a diagnostic script (OTL_Diag.sql for anyone familar with the script) that produces output in HTML format using SQL*Plus to help troubleshoot an OTL problem we are having. Unfortunately I don't have SQL*Plus installed and my company is not on board with me installing it because of the SQL*NET connection required. Instead I have access to SQL Developer 3.1.0.7. While this works fine for most situations I'm having problems generating the required .html output file that Support needs.
I've tried runing the OTL_Diag.sql a couple of ways using SQL Developer. First, I opened the file from SQL Developer and using the Run Script functionality (F5) I executed the code that way. This method did give me an opportunity to input the necessary parms and it did create the 'start' of the HTML file on my (Windows) file system, but the script seemed to abort with a java error that indicated some sort of format error (sorry, I'm not a java person so I can't provide any more info, but I'll be glad to get the exact error message if anyone thinks that will help solve my issue).
My second approach was to open a SQL Window where I typed in @C:\OTL_Diag.sql without quotes. This approach also gave me the opportunity to enter the necessary input parms and it seemed to end normally. It also created the 'start' of the diaganostic output file on my Windows file system, but it 'completed' before any of the 'real' diaganostic output was written to the .html file.
The Metalink note clearly specifies that the OTL_Diag.sql script is to be run with SQL*Plus 10.2 or above so I don't think I can complain too loudly to Oracle about this...but given that I don't have access to this product (and it is useless for me to again ask to install it) I am hoping someone out there has some ideas or insight as to how I can use SQL Developer to execute this diag script in a manner that will produce the required .html output file.
Thanks in advance to anyone taking time to read my post !!
Jeff
Edited by: user13111861 on Jul 10, 2012 6:43 PM
Edited by: user13111861 on Jul 10, 2012 7:51 PM

>
As a result, at this point in time my only available tool to run the OTL_Diag.sql script (provided by Oracle Support) is SQL Developer
>
Then you will have to edit the script, break it into pieces, execute each piece manually and save the output to feed into the next piece as required based on what the script is actually doing. Don't post the script or contents as that will likely violate your support agreement.
As I already mentioned the script may be using syntax and/or commands that are simply not supported by sql*developer. One likely area is the script may be producing intermediate output scripts that are then processed by a later portion of the script. If that is the case then my suggestion to execute the pieces manually should work but you will need to do some trial-and-error to see.
Even if you appear to be successful you will still have an issue when you communicate the results of your 'test' to Oracle support and they determine you didn't follow their instructions to use the proper tool.
Sounds like your management is either ignorant or incompetent so I suggest you cover yourself by documentating the instructions from Oracle support and the direct orders you were given to disregard those instructions. No need to discuss that issue further but clearly there are resources available somewhere in the org that has the proper privileges or they wouldn't be able to maintain and support the database. If they want to pay for support they should heed their advice. Nuff said.

How To Simplify Knowledge Search On My Oracle Support (MOS) For WCI (ALUI)

****** Please feel free to post a reply to this thread if you've found the link provided here useful ******
Where's The WCI Knowledge On My Oracle Support?
Have you been frustrated by how difficult it is to navigate the My Oracle Support "Product Tree" when searching for WebCenter Interaction knowledge articles?
Do you find yourself confused by the number of articles returned from your keyword searches for knowledge that have absolutely nothing to do with WCI Products?
Is there really any knowledge base for WCI products at all?
The answer is yes! In fact it's very healthy and getting healthier every day.
Across the breadth of the the WCI Products (Portal, Collab, Publisher, Analytics...etc.) there are hundreds of current and updated knowledge articles available on MOS.
New knowledge is created from almost every support case where the issue was not otherwise solved by existing knowledge or documentation.
The Support Team is reviewing and publishing an average of 20 new articles a month, each of them solutions culled from actual customer engagements.
We recognize that it can be difficult to navigate the "product tree" to narrow the scope of your search results to ensure it's limited to the knowledge created specifically for the WCI products.
To help make it easier for WCI customers to get to the right knowledge as quickly as possible we've created a valuable link to use anytime you want to search MOS for
WCI product knowledge. The link at the bottom of this posting will limit your search to only the products in the WCI family.
Let Us Know How We're Doing
Did an article help you resolve your issue and avoid having to log a service request?
Was the article perfectly written and exactly what you needed?
Was the article more complicated than it should have been or somehow incomplete?
Make sure you "rate" the article after viewing it and feel free to make comments to improve an article.
Look for the "Rate This Document" icon at the bottom of the view window for the article and click there.
The feedback goes directly to the team that created the article is actively reviewed in an effort to improve on the knowledge already provided
or to help generate new knowledge as needed. The Support Team is striving to ensure that the right information is available at the right time.
<h2>Click this link: WCI Search
The link should take you right to the WCI KM search section on MOS (after you log in) and all you need do from there is enter your key words and "Search".

SUPER userful.
I attempted to use the Knowledge Base on oracle support earlier today to find this precise information and gave up in frustration.
This link definitely helps.

Error message for calling oracle support

Hi,
We are getting the following error codes:
ORA-27302
Ora-27303
Ora-2000
ora-1013
can anyone please help out.The error message is for contacting Oracle support
Thanks a heap
regards,
vinayak

Very limited info has been given.
Be more cleared. Like hwat is your Oracle version, what is your OS and its version?
Have you applied any new patches recently?
When does this problem started?
Is this problem coming when querying anything or while database startup?
Also, check your alert.log and paste the complete error message.
Jaffar
Message was edited by:
The Human Fly

How do I add a new Support Identifier to My Oracle Support?

I have one support identifier shown for my company. I need add a second but the number is not recognized. The number is correct. Is it possible to have more than 1 in My Oracle Support? Even if I delete the other identifier the new one I need to add is not found.
thanks for your help!
Dawn

Hello rmoff,
Here are the steps for adding a Support identifier to your My Oracle Support (MOS) Account:
Once in MOS:
Go to More / Settings tab
Select My Account (left hand side menu)
In the Support Identifiers region, click on the Request Access button
Enter the Support Identifier you want to add. Provide a justification if need be and click the Request Access button
Your request will be sent to your Company's Customer User Administrator who will approve your request and grant you necessary privileges
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Mirella

Selling on Oracle support services

Hi Everyone
My name is Ajit. I'm new to this forum. Infact I'm new on the Oracle Technology. I've just joined a company which provides support services on Oracle technology. We focus on RDBMS right now and we are also an Oracle Partner.
I'd like to know how do I develop myself in the field of Business Development for Oracle support services. I'd like to know which magazines, newsletters, websites, forums etc. I need to visit to serve my existing clients better and to generate new clients.
Would really appreciate if you could help me on this one.
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Hi Kai.
Thanks for clarifying the requirement and passing this on. I believe that you cannot currently add new warning messages to Fusion HCM SaaS.
Adding a new validation and resulting pop-up message would require either (a) ADF adjustments in JDev and an app redeploy or (b) Application Composer to add an object trigger/groovy script. Obviously there is no backend development for Fusion SaaS and App Composer is available for CRM products currently. I couldn't find anyway the standard Page Composer could have the capability to add new validation logic to the UI.
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Oracle BPM SLA Template

Hi
Does anyone has Oracle BPM SLA template to share please?
Kindly send it to [email protected]
I mean the Oracle BPM specific SLA Template. Which may or may not include integration with other systems.
Many thanks in advance
Regards
deepak
Edited by: DeepakDev on Sep 7, 2010 1:54 PM

Yes - you are correct.
I've found the most useful reference for installing Oracle BPM 12c is this: Installing SOA Suite and Business Process Management Suite Quick Start Guide for Developers.
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Install JDK 1.7 (jdk1.7.0_55).
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3. To Install Oracle BPM 12c JDeveloper
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Why is Oracle support of such incredibly poor quality?

A previous thread which was "LOCKED" because some one could not accept the feedback read:
"Oracle make billions of dollars each year, but their quality of support just seems to get worse and worse.
Why is Oracle Support so bad and how can we pressure Oracle to improve their service?
Is this just my experience?"
My answers and suggestions are:
Oracle make billions of dollars each year, but their quality of support just seems to get worse and worse.
I agree
Why is Oracle Support so bad
because the feel they can get away with it. So far, it is working.
How can we pressure Oracle to improve their service?
Probably the only way is to use other database software wherever and whenever possible. Competition is increasing in the database space, there are options for many database applications.
Is this just my experience?
I don't think so. It is becoming common knowledge in the industry that Oracle has very poor support. Oracle is becoming the CA of the 21st Century

On the other hand, I elsewhere answered a similar assertion recently with:
http://groups.google.com/group/comp.databases.oracle/browse_thread/thread/fa9b4753bdced0ad/b02e32cde9390b6d?
http://groups.google.com/group/comp.databases.oracle/browse_thread/thread/a697e3130020283e/70e209cfaa01b2c2?
...My experience has been there are good groups and crappy groups in
Oracle support, and periodically they revamp everything to squish the
balloon around. Then we have to figure out how to work the system
again, whether it is figuring out what time of day to call or what
magic words to say...
Note the dates in the linked posts.

How far does Oracle Support extend?

Hi,
I have a problem determining how far I am covered by oracle support in a particular circumstance. I intend to use the DMBS_LDAP package to connect to a CAS authentication server.
1. Am I covered by Oracle Support in this scenario?
2. If I am covered, to what extent?/what cover will be provided?
Thanks,
JIM

JIM wrote:
Justin and Billy, from what you have implied. Oracle will support their services to the nth degree, providing there is proof of bug.
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"[You] either need to contact the HUB or need to raise a non-technical SR. Usually in this case it’s one of two issues, their support contract has expired and the customer has not renewed it yet or the administrator doesn’t have this person set up for access. (The administrator would be the customer user responsible for controlling access on the customer side to support services)."

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Error saving Data Source Properties. - Base Exception. Call Oracle Support

Hi,
Oracle Application Server 10g Release 2 (10.1.2).
I tried to create new Datasource using OEM Console but it throws error as following :
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May I know how to resolve this please ?
Thank you.
J.

Hi ,
Write following code in your UDF
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Channel channel = null;
DataBaseAccessor accessor = null;
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Thanks ,
Suvarna
Pls award pts if it helps .

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Hi,
I have a server (currently 7.1) with apache + php
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version, make a tar.gz of the libs directory and
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scripts to do so) I am kind of lost if the combo (old
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me directly.
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Want to know details of Oracle Support.

Hi all,
i need a following details.
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Regards,
Reshu

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http://www.oracle.com/support/library/brochure/lifetime-support-middleware.pdf
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Hi..
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