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Oracle technical support tips:
Oracle explains the differences between Oracle Support and
Oracle Consulting
Oracle Tips by Burleson Consulting
January 24, 2008
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Question's:
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I have metal level technical support
with Oracle, but when I opened a service request they asked me to do things that
I don't understand. I'm not a trained Oracle DBA and I don't understand
why Oracle technical support will not stop-over and fix my problem. What
are the limits of Oracle technical support? How do I get a DBA to work with
Oracle technical support to fix a problem?
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My store runs an ERP package that requires Oracle
SE, but we have no Oracle skills ourselves? How do I report the
problem to Metalink in a way that I can understand their directions?
I'm an IT manager, not a DBA!
Answer: Oracle technical support exists for
helping with bugs and problems, and it's not a source for free DBA support.
Oracle shops are responsible for their own installation, configuration, patch
applications and tuning.
Everyone has a different contract with
Oracle Corporation, so that should be your first reference to go to see the
limits of your Oracle technical support. Metal level Oracle technical
support customers (bronze, silver and gold) can open service requests (SR's) on
MetaLink web site or call (800) 223-1711for technical support.
I know nothing about your Oracle support contract, but in
my experience, only gold-level technical support customers get on-site Oracle
technicians, an extra-cost benefit from having gold-level technical support.
In a presentation by
Christine Arthur
at RMOUG 2008, we see an excellent explanation about the limits of traditional
Oracle technical support.
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)
Arthur notes that 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.
Unfortunately, Oracle Corporate Consulting has a reputation
for being very expensive and using mediocre consultants.
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.
BC specializes in finding the world's most highly-qualified DBA's and
developers, with the most rigorous selection process in the Oracle industry.
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For independent Oracle tech support, call the number to the left, provide your CSI number.
Once your paperwork is done, a BC expert can assist
you with any Oracle technical support issue. |
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Need an Oracle Health Check?
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BC Oracle performance gurus can quickly
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