Working with Oracle Support
Regardless of the extent of your training, there are bound to be some issues that you
can??™t resolve without help from Oracle Corporation. Part of the job of the DBA is to
help resolve any issues with the Oracle database. Oracle offers several levels of support
including basic product support, advanced support, and incident support. Each
of these support options costs extra, but regardless of your support level, you can get
the most from Oracle by understanding how to best work with them.
Resolving problems with the assistance of Oracle Worldwide Customer Support
Services can initially be frustrating to novice DBAs and others who may report problems.
Oracle responds to database problems reported as Service Requests (SRs),
sometimes referred to by their old name as Technical Assistance Requests (TARs).
The response is based on the priority or severity level at which those problems are
reported. If the problem is impacting your ability to complete a project or do business,
the problem should be reported as ???priority level 2??? in order to assure a timely
response.
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