Last week’s article shared methods for faster resolutions. Resolving issues requires a partnership of sharing information between you and the Oracle team. Here are actions you can take to reach that partnered solution faster.
- Share project milestones and business impact – these affect how you do business and we want to prioritize appropriately.
- Ask for help – if you don’t understand what’s being requested or the SR says ‘Customer Working’ and you don’t know what’s expected, reach out so we can clarify and discuss the action plan together. Use the SR chat feature to reach out without having to pick up the phone! Doc ID 1643038.2 explains how to use this feature. https://bit.ly/36zikwb
- Request management attention when you feel it’s needed – there might be times when you feel an SR isn’t progressing as it should: multiple transfers, speed not matching the severity level, or you don’t feel the right people are engaged. Doc ID 199389.1 explains how to initiate the process. A manager will reach out to discuss the issue and agree on an action plan. https://bit.ly/3rIoqlk
Together as a team, we can solve your software issues as seamlessly and quickly as possible. We’re ready to help!
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