Oracle Essentials: Oracle9i, Oracle8i and Oracle8, Second Edition

Working with Oracle Support

Regardless of the extent of your training, there are bound to be some issues that you can’t resolve without help from Oracle Corporation. Part of the job of the DBA is to help resolve any issues with the Oracle database. Oracle offers several levels of support. These are currently termed “Oracle Metals,” since increasing levels of support are named after increasingly valuable metals: Gold, Platinum, and so on. All of these support options cost extra, but regardless of your support level, you can get the most from Oracle by understanding how to best work with them.

Resolving problems with the assistance of Oracle Worldwide Customer Support Services can initially be frustrating to novice DBAs and others who may report problems. Oracle responds to database problems (Technical Action Requests, or TARs) based on the priority or severity level at which those problems are reported. If the problem is impacting your ability to complete a project or do business, the problem should be reported as “priority level 2” in order to assure a timely response. If the problem is initially assigned a lower level and the response hasn’t been adequate, you should escalate the problem-resolution priority.

If business is halted because of the problem, the priority level assigned should be “priority level 1.” However, if a problem is reported at level 1, the caller must be available for a callback (even if after hours). Otherwise, Oracle will assume that the problem wasn’t as ...