Oracle technical support tips: Oracle explains the differences between Oracle Support and Oracle Consulting Oracle Database Tips by Donald BurlesonJanuary 24, 2015

Question's: 

• 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?
   

• My store runs an ERP package that requires Oracle SE, but we have no Oracle skills ourselves?  How do I report the problem to MOSC 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 MOSC 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. 

• 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.

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.