Working for a medium business, I think the following simplified example is an entertaining illustration of my general experience with Oracle Support for Engineered Systems.
I'd be interested to hear how everyone else is making Oracle Support services work for them, particularly in the context of engineered systems.
What is your experience like? Does it compare well to Oracle Support for Oracle Database? Does it compare well to the external competition?
Do you have a secret trick to get the support you need before senior management comes breathing down your managers neck?
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Service request earlier today:
oakcli says oda_base is not deployed - with databases running
(diagnostic information and logs provided from Dom0 and Dom1)
Oracle support 3 hours later:
Provide the following information:
1. Are you using Virtual or Bare Metal ODA?
Executive Summary:
For those not in the know, oda_base is Oracle's name for the virtual machine running databases on an ODA with virtualization support. It does not exist on bare metal installations.
Best,
Roy