In unsere ständigen Bemühungen um OpenVMS und Oracle haben wir wieder ein Feedback von Oracle erhalten.
Dieses Schreiben wollen wir Euch nicht vorenthalten.
Hi Olaf,
I would like to explain a little bit about Oracle on OpenVMS and how the support
for this product works within the Oracle support organization.
First, I want to highlight that there is a development group just for Oracle on OpenVMS.
This group ports Oracle to the OpenVMS platforms where there is specific platform code
involved as well as generic code that is common to all platforms. Any issues found to
be platform specific are resolved by the Oracle on OpenVMS platform group and any
generic issues are generally worked on by the generic teams. The same holds true for support.
There is a MIDRANGE support team within Oracle that closely aligns with the Oracle on
OpenVMS development team. It is midrange's job to work on and handle any SR that
falls in the platform specific area. Installation issues, VMS tuning issues, are some of the
more common ones. Some issues that are "normally" midrange issues will be routed
directly to the midrange support team, but other issues such as administration type issues
or performance issues are generally routed directly to the specialty teams to ensure the
best experts are able to work the problems as quickly as possible!
If at any time you feel that your issue would best be served by a support member
with specific OpenVMS knowledge, because you feel the issue is related to the platform
and not a generic issue, just update the SR and ask for a "midrange support engineer"
to assess the situation as well. If they believe the issue *is* a generic issue, it is in your
best interest to keep the problem in the generic team. Understand that midrange works
hand in hand with all the generic teams to supply VMS knowledge to the generic teams
whenever it is required. This collaboration is a daily event and happens all the time.
Our goal is to get you solutions as soon as possible.
Note that only severity 1, or priority 1 severity 2 critical issues are
worked 24x7. If you have an issue that is not categorized as critical and you need an
immediate response outside the support centers normal working hours and do not get a
response quickly, calling your local support center to alert the duty manager that you
need immediate assistance will get you that help. Someone will be alerted in the team the
SR belongs to in order to call you and get you the immediate assistance you require.
Oracle's goal is to ensure you have positive experiences with Oracle support and we are
here to help in any way we can! I hope this further clarification is helpful! We want
to ensure your experience with Oracle on OpenVMS is a positive and successful
one!
Sincerely,
Renee Bastine
Oracle Support Manager (Midrange and Rdb)