If the problem is initially assigned a lower level and the response hasn??™t
been adequate, you should escalate the problem-resolution priority.
Figure 5-4. Oracle Information Lifecycle Management Assistant
138 | Chapter 5: Managing Oracle
If business is halted because of the problem, the priority level assigned should be
???priority level 1.??? However, if a problem is reported at level 1, the caller must be
available for a callback (even if after hours). Otherwise, Oracle will assume that the
problem wasn??™t as severe as initially reported and may lower the priority level for
resolution.
Reporting Problems
Youcan report problems via phone, email, or the web browser-based MetaLink interface.
MetaLink support, included with basic product support, has grown extremely
popular as answers to similar problems can be rapidly found by you directly, which
may result in eliminating time required for a physical response. MetaLink provides
proactive notifications, customized home pages, technical libraries and forums, product
lifecycle information, a bug database, and the ability to log SRs.
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