> The fact that if anything goes wrong they can call up a phone number and immediately have a consultant($200+/hr) show up at the corp's location and troubleshoot the problem is a lot of accountability they don't have to directly absorb. There's also PCI compliance and just general fear of new things.
My experience with [current] Oracle support and the ability to "call things in":
(via the sort-of-usable support portal)
My org has paid millions for software and support on the Oracle products we run, and have "dedicated" support team ... it's worthless.
Dumb, uninformed 1st/2nd tier "engineers" who do not understand the products they are supporting, or basic tenets of system and application administration (https, sql, oel mgmt, etc), let alone understanding how their products integrate, or how to debug issues with those integrations.
It takes days to get a real response to a P1 ticket, and even if we've supplied all of the logs and information needed for the case, the first response we get is always canned "please supply xxxx logs" -- if we have an info level ticket, responses can take weeks even with escalation.
My experience with [current] Oracle support and the ability to "call things in": (via the sort-of-usable support portal)
My org has paid millions for software and support on the Oracle products we run, and have "dedicated" support team ... it's worthless.
Dumb, uninformed 1st/2nd tier "engineers" who do not understand the products they are supporting, or basic tenets of system and application administration (https, sql, oel mgmt, etc), let alone understanding how their products integrate, or how to debug issues with those integrations.
It takes days to get a real response to a P1 ticket, and even if we've supplied all of the logs and information needed for the case, the first response we get is always canned "please supply xxxx logs" -- if we have an info level ticket, responses can take weeks even with escalation.