ED HAYES

Working with Oracle Support is frequently frustrating and difficult.  Very often Service Requests analysts post updates asking for customer’s to refer to an internal document, stating: “The following note can enhance your experience with Global Customer Services: Note: 166650.1 : Working Effectively With Support.”  At this point, I have determined I need to do something similar.

Here is my list to keep in mind to effectively work with customers:

• Before asking a questions or asking for data, review entire SR and it’s attachments to make sure it has not already been provided. If another SR is referenced, please include that in your review.
• Consult Oracle internal experts rather than asking customer how a module works.
• Do not give statements that may be untrue or are assumptions.
• Test all solutions in an internal, Oracle, instance before asking customer to try the solutions. Video evidence of testing may be requested.
• Provide all files in an industry standard formats. Customers should not be required to download proprietary software or codecs.
• Review all files before attaching
• Video files must be understandable, and easy to follow.  A beginner should be able to replicate the same actions portrayed in the video.
• Do not constantly indicate that an SR is not responded to within a certain period of time. The same courtesy will be given to you.
• Development instances will not be cloned onto production.
• An SR will not be opened per instance.
• The solution “that is a limitation of the software” or “that is how it works” is not acceptable.
• If documentation does not match the application’s functionality, only a “bug” will be a satisfactory solution.
• If configuration requirements are missing from documentation, and assumed, it is inherently irreverent.  And any undesired functionality must be considered a bug.
• Documents on My Oracle Support are not considered documentation unless referenced in the customers software version’s User Guide or Implementation Guide available at publication/release date.
• It is Oracle support’s responsibility to coordinate between Oracle divisions/module development teams.
• Analysts should not expect customer to have direct Unix level access to complete testing or diagnostic work.  SQL Plus is considered direct Unix access.
• Any dates or times should be expressed in the customer’s time zone.
• It is the responsibility of an Oracle Analyst to provide a sufficient hand-off of SRs to subsequent analysts.  Questions resulting from poor SR transitions may be responded to in a harsh manor.
• Please honor the requested communications method listed on the SR. Any communication initiated that does not match the requested communications method may be treated as if it never happened, unless it is agreed that that method may be used by both parties.

All of these are based on actual experiences.