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How to get more out of Oracle support

Oracle Database Tips by Donald BurlesonMarch 2,  2015

Many large corporations pay yearly fees to Oracle technical support, and yet some shops profess not to understand how to maximize their value in Oracle support services.

What's included in Oracle support

Oracle technical support does not include an experienced person to help fix your issues.

Oracle Support Tasks: (free)

  • Interpret error messages and conditions encountered while installing or running Oracle Products.
     
  • Isolate and verify problems within Oracle released code and provide solutions for valid problems.
     
  • Provide on-site support when purchased as an additional service.
     
  • Bridge between customer and Development when there is a bug involved.


Oracle Consulting tasks: (expensive)

 Oracle support WILL NOT help beyond a certain level, and the Oracle DBA or a consultant must ultimately resolve any technical issue.  Oracle Corporation advertises their consultants for these tasks:

  • Site assessment and recommendations on product and process implementation.
     
  • Code customizations, including forms and reports, for use by a single customer, and support of these customizations.
     
  • Specific, on-site training of customer personnel.
     
  • Can do Root Cause analysis

During your call for technical support, Oracle may try to sell you consulting services at prices which can be over $500 per hour.  However, there are independent Oracle remote support companies like mine, Burleson Remote DBA Support, who provide ancillary technical support, working with Oracle technical support to resolve your issues.  Many shops who do not need a full-time Oracle professional can rent Oracle certified DBA's by the hour. 

 


 

 

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Note: This Oracle documentation was created as a support and Oracle training reference for use by our DBA performance tuning consulting professionals.  Feel free to ask questions on our Oracle forum.

Verify experience! Anyone considering using the services of an Oracle support expert should independently investigate their credentials and experience, and not rely on advertisements and self-proclaimed expertise. All legitimate Oracle experts publish their Oracle qualifications.

Errata?  Oracle technology is changing and we strive to update our BC Oracle support information.  If you find an error or have a suggestion for improving our content, we would appreciate your feedback.  Just  e-mail:  

and include the URL for the page.


                    









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