How to escalate a tar?? Aka How to duty manager a tar?
Technically this isn't a DB Admin issue - but I figure it's one that other DBAs have encountered and thus might be able to answer...Hence the location of my posting...
It used to be that I would call and talk to someone and say I wanted a call back from the duty manager/wanted the tar escalated/or wanted the analyst switched. In other words, 90% of my calls were due to issues with the current analyst. And 100% were to be sent to the duty manager.
But ever since this MOS fiasco, it seems that Oracle has also altered their technical support line...Now when I call, the new 'improved' (read saves Oracle money?) system tries to put me right through to the analyst assigned to my tar. (If I'm calling about issues with them, why in the world would I want to automatically be put through to them?)...It doesn't allow you to push 0. Doesn't give any form of an option to talk to anyone else - unless your analyst is unavailable in which case it tries to put you through to a different analyst...
It used to be that I would call and talk to someone and say I wanted a call back from the duty manager/wanted the tar escalated/or wanted the analyst switched. In other words, 90% of my calls were due to issues with the current analyst. And 100% were to be sent to the duty manager.
But ever since this MOS fiasco, it seems that Oracle has also altered their technical support line...Now when I call, the new 'improved' (read saves Oracle money?) system tries to put me right through to the analyst assigned to my tar. (If I'm calling about issues with them, why in the world would I want to automatically be put through to them?)...It doesn't allow you to push 0. Doesn't give any form of an option to talk to anyone else - unless your analyst is unavailable in which case it tries to put you through to a different analyst...
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