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Customer Concern - Lack of SR updates and no progress on SRs

edited Dec 17, 2024 10:02PM in EPM Platform and Freeform 1 comment

Summary:

Service Requests are not answered, manager call back does not happen for reassignment OR for escalation

Content (please ensure you mask any confidential information):

Service Requests are not answered, manager call back does not happen for reassignment OR for escalation. Customer is concerned on this as Oracle SR Support is not progressing on the SRs we raise even after multiple follow-ups and manager call back does not happen even after dedicated time spent on calling SR Support numbers

Customer wants to know why this is happening. What are the other ways for progressing on our SRs.

PS: it is not one-off occasion and the same has happened to 4 SRs now.

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