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Oracle Support Site Facing Challenges

Oracle News by Rachel Wright
February 16, 2010

The recently released Oracle support site, My Oracle Support (MOS), has been facing challenges from its inception.  MOS was created to replace the old MOSC system.

According to this article:

“Oracle senior support manager Chris Warticki sought to reassure users that Oracle is aware of an intermittent login issue” with MOS and that they are “working on it as a priority” in a blog post Thursday.
Users who can't get into the site should call support if they want to log a service request or check the status of one, he added.
Warticki went on to recommend various places Oracle users can potentially find help for their issues besides the support system's knowledge base, such as podcasts, webcasts and company blogs.”

Browsing through some of the posts on the Oracle user forum show that not all users are placated with his response:

“MOS is unreliable, hard to use and does not deliver consistency in either results or access. I think it is time to go back to the basics as MOS is down for a fair number of people today.”
"It's an absolute disgrace."

The primary issue with MOS from the beginning was the interface was Flash heavy.  Oracle addressed that issue and offered users an HTML option, but forum posts show that there are still problems to be addressed with it as well:

“Nope ... it's available again, and still points to Flashy MOS"

"And after all the ho-ha over MOS, I cannot believe that it is currently unavailable, with a "server connection error occurred" message”

Hand Forbrich complains that Oracle support personnel are lacking in basic Oracle skills and often have trouble speaking English:

My experience and perception is that the people involved in the initial contact are often not adequately skilled. This could be in understanding the technology or apps, or simply language."

To make matters worse, there will be even greater demands put on the MOS system with the increased support of thousands of Sun Microsystems users.  According to this article:

“During a webcast on the Sun acquisition last week, an Oracle official pledged that Sun customers are about to experience the highest level of customer service in the industry, and that the companies' support systems would be merged within a matter of weeks."

The Oracle-l mailing list has a thread titled MOSC Fiasco, with comments from Oracle DBA’s.

Oracle DBA Daniel Fink spoke of an 11g release 2 event which was hosted by Oracle Support Manager who was not apologetic:   “No apologies for the mess.  No acknowledgement for the fiasco.  I walked out."

There is obviously still work to be done here and not a great deal of time to do it. 

 

 

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