If MOS is down, then what?

Here is what I recommend:
If the My Oracle Support portal is unavailable and you need to log an SR you can call the 800# number (http://www.oracle.com/support/contact.html) and we'll log the SR for you and route to the appropriate team.  Obviously, because the portal is down there’s no way to read/make updates, therefore make sure telephone communication is being honored by Support. If it’s not being honored – then Escalate.

Or, if you need to check the status of a Service Request, you can call the 800# number (http://www.oracle.com/support/contact.html) and route yourself to the engineer's desk by entering the SR# following the telephone prompt for existing issue.

If you're looking to search our knowledge base, that’s another problem.
The alternatives would be the other Oracle network resources here;

~CW

Comments:

If the MOS is DOWN ???? should not be an option In 2010 from a company which is making money from selling High Availability How can my DB highly available when my support is not I really wonder if you had any 1 good feedback against gazillion bad feedbacks for MOS fiasco.

Posted by Coskan on February 04, 2010 at 04:57 AM EST #

My Oracle Support or for that matter, Your Oracle Support is ultimately 'run' by people and not servers. For mission critical / business critical issues, the best option is to call 1-800-223-1711 and talk to the Support Analyst or Duty Manager. For escalations, have the SR "Duty Managed". Even when MOS is up, I call the 1.800 number to have my SR escalated. For non-business critical issues, it is indeed an aberration to have the support portal offline for a few hours. I'm sure the Oracle Support team is working on a more robust HA RAC cluster enviroment with 99.9999% availablity. As an employee of an organization which ensured 100% uptime for the internet root dot com servers for the last 6 months, I can assure you that Oracle Support has done a decent job with their uptime statistics too!

Posted by Mohan Dutt on February 04, 2010 at 07:38 AM EST #

Mohan, My two main uses of Oracle support are 1) To obtain reliable information (knowledge search as Chris describes it). This isn't generally available via a phone call. 2) To obtain patches for known issues (often as a result of 1 above). This definitely isn't available via a phone call and since the ftp access was removed MOS is the only way to do this. (yes patch download via grid also failed repeatedly yesterday). Niall

Posted by Niall Litchfield on February 04, 2010 at 08:52 PM EST #

Hi Niall: I agree that a phone call solution does not work for knowledge base search or patch download. Perhaps Oracle can setup a mirror server / DR site where search only capability is available. It may be a 1 day old copy of MOS database but still good enough for search purposes. Obviously, a large investment is required to maintain a DR infrastructure with automatic failover and only milli-seconds of outage. Perhaps, that may mean higher renewal fees for customers too ;-) Anyway, most probably Google search is your go to site for those few outage hours for now. Thanks, Mohan

Posted by Mohan Dutt on February 05, 2010 at 03:16 AM EST #

What if there is no 800 number? Sometimes the customer has to dial international, which is additional expense on top of 22%? If the vendor can not guarantee availability of Spt, then there are should be an option, go to another support provider?

Posted by NK on February 05, 2010 at 03:53 AM EST #

Mohan - you are a busy man. You have the OCP website I thoroughly enjoy, an employee who ensures 100% uptime and a full-time apologist for this POS called MOS.

Posted by guest on February 05, 2010 at 05:52 AM EST #

Mohan, You're a huge advocate for Oracle, our products and support. Thanks for your feedback and recommendations. ~Chris

Posted by chris.warticki on February 05, 2010 at 07:05 AM EST #

Turn Metalink back on. It's that simple!!!! Nobody asked for this flashy POS. I personally don't know of anyone who likes it or who thinks it's easier to use or is more effective than Metalink. Metalink wasn't perfect by any means, but at least it worked and most everyone understood how to use it. Any company which thinks it's a good idea to completely change its online support portal has some serious issues with reality. It's a classic of style over substance. The experiment hasn't worked. Admit it, go back to what we had before and move on. Oracle should also be refunding a percentage of their extortionate support fees. While you're at it, perhaps hire some support people who actually have more than a passing acquaintance with the software. What a novel idea!! I am furious about this and even more furious that Oracle simply doesn't listen to its customers and acts like they know what's best for them.

Posted by Steve on February 05, 2010 at 09:12 AM EST #

Circular discussion about nothing? Obviously every decision is based on cost savings against revenue. If you are a paying customer wishing support the options are you pay the same or more, or quit all together. If you are the service provider you provide whatever service (customer or lip) at a reduced annual cost to the corporation. Got it?

Posted by Bo Bs on February 06, 2010 at 05:13 AM EST #

What offends me is the cavalier attitude Oracle has about this POS. Yesterday, I was working on my database and needed to quickly take a look at Knowledge Base. I got stuck on that flash crap and it kept rotating over and over about benefits. One thing stood out. Improves System Stability. If that isn't a lie, I don't know what is. Weeks since this POS went live and it is still not stable. How lame is this? And then Oracle rolls out apologists to pontificate about searching on google. If I had provided this kind of uptime, I would be I applying for unemployment benefits. This POS is a perfect example of fixing something that isn't broken and when it is broken and customers complain, be indignant.

Posted by guest on February 09, 2010 at 12:41 AM EST #

Chris: Another day and another outage for "My Oracle Support". Chris, you do far more than most of Larry's kids. Unfortunately, you are the whipping boy for Oracle Support because you are front-and-center while upper management continues to ignore the issue. I would like some answers and some firm dates on the outages and the bugs instead of some hapless drone reading from a prepared script.

Posted by Alan Rowland on February 09, 2010 at 11:37 AM EST #

Steve - Thank you for saying *exactly* what I was about to post. THis is beyond a joke...It was a pathetic joke weeks into it..It has now been months.. This thing is a worthless pile and needs to go back to the drawing board plain and simple. Experiment failed. Bring back Metalink say 'we tried and we're sorry it didn't work as planned' so we can move on with our PRODUCTION DATABASE WORK. Call an 800 number? Are you freaking serious? And how much do you charge us for things like RAC with supposed 99.999% uptime? (Perhaps ye have no faith in your own products? Or tis it that ye products don't work quite as well as advertised?) BRING BACK METALINK AND BE DONE WITH IT. I AM SOOOOOOOOO BEYOND TIRED OF THIS. PS - Mohan, reallly? I mean..really? Wow. .I don't even know what to do with that one. Are you applying for a job at Oracle or something?

Posted by kathryn on February 10, 2010 at 06:11 AM EST #

I'm trying to be patient... I'm trying to be tolerant... I'm trying to be understanding... but I mean seriously, in what dark corner of the universe did anyone ever think that this hideous flash excuse for a support site could ever be usable in any reasonable way.... And to think, I used to tease all my Microsoft and IBM friends because their support sites were rubbish and Metalink (classic) was so good....How they must be laughing now....

Posted by Connor McDonald on February 10, 2010 at 08:22 PM EST #

Chris, I see little to no evidence that Oracle is listening to the complaints of its customers regarding MOS. Facts are facts. This experiment has not proved to be an adequate replacement for Metalink. Further, it could reasonably be argued that Oracle's online support portal offering has taken many, many steps back with MOS. I am trying hard not to post disparaging remarks, but it's hard not to when your employer, Chris, boasts about "unbreakable" software and yet cannot get this right even with the extensive resources at its disposal. Oracle could diffuse this PR nightmare if only it would turn Metalink back on and admit MOS is not ready for the big time. I don't think that likely and it's exactly this kind of blinkered and bullish arrogance that will eventually bring Oracle down. DEC anyone? So, in plain and simple terms, kindly admit MOS is a failure, tell us who asked for this flashy flop and who in the user community rubber stamped its awful interface, you know, the people who actually have to use it for real. Also, I think we'd all like to know who MOS's biggest fans are, why they think this is a great leap forward and why they believe the rest of us have got it all wrong. Or you could just ignore this post.

Posted by Sean Francis on February 11, 2010 at 01:19 AM EST #

Sean says: Or you could just ignore this post. Larry says: and....done!

Posted by kathryn on February 11, 2010 at 04:17 AM EST #

Of course Oracle doesn't give a {edited explictive} about customer complaints. They would have fixed this POS by now if they cared. The whole blog giving us other resources to use when POS is down, is proof that they haven't got a clue about what to do. It is like I sending out an email to our business saying that they can take orders from clients and write them down on paper (not enter into Order Management) while I take my sweet time fixing the environment. Oh wait, they would fire my {edited explictive}. This is like Oracle testing patches in our environments. They are testing this POS in production environment. I can't understand how Mr. Warticiki with a straight face can ever say word about this POS. May be the apologists like Mohan keep him going.

Posted by guest on February 11, 2010 at 07:01 AM EST #

Two things: 1: Please refrain from anonymous posts. Sign your comments - legitimately. Own them. Oracle Support has been working directly with customers who comment on problems, to investigate them and work towards a solution. 2: Mohan is a champ! ~CW

Posted by chris.warticki on February 12, 2010 at 02:01 AM EST #

Chris, >Oracle Support has been working directly with customers who comment on problems, to investigate them and work towards a solution. With all due respect to you, this is so beyond unacceptable. We shouldn't have to be spending our time troubleshooting a production support site - that is for people who are paid by Oracle to do while in BETA. (Which is doubly appalling given how much Oracle charges US). And as for a solution, there is a very easy one...crisp and clear. It has been brought up over and over and I'm sure you can guess what it is - take POS back to the drawing board and bring Metalink back online. If Oracle was listening and cared so much, at the ~very~ least, they would've brought Metalink back online by now. We all know that both it and POS can be up at the same time as evidenced by the several months pre-go-live where most of us tried POS, said 'wow, that's hideous' and then continued to use Metalink so we could get our jobs done. But instead, it's just been ongoing bullish arrogance - need eTRM...well, wait a month and we'll have that up for you. What? We could just bring Metalink back online and eTRM would be ~right there now~. No, that would be silly. You don't want Metalink. You want 'My Oracle Support'...We know. We're Oracle.

Posted by kathryn on February 12, 2010 at 04:08 AM EST #

As a recent Sun immigrant, I was extremely disappointed to see tried-n-true SunSolve fade away, and this too clever by half Flash MOS replace it. It's slow. It's unintuitive. It's hard to search, let alone find. It's an embarrassment and it should be replaced with something that works. KISS!

Posted by Corey Johnston on January 30, 2011 at 06:54 PM EST #

Corey, Thanks for your feedback. Sorry it took so long for a reply. I agree with any KIS-philosophy, especially when it comes to web sites. If I can assist you with a webex on features/functions and overview of My Oracle Support, let me know. I'm happy to help. If you prefer to review the online viewlets, you can click on the HELP in the upper right hand corner. There are also monthly scheduled sessions by clicking on the Knowledge Tab > Tools & Training > Advisor Webcasts > Tools and Processes -Chris.Warticki@oracle.com

Posted by chris.warticki on February 07, 2011 at 07:12 AM EST #

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About

Chris Warticki
Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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