How to get a quick response / Immediate Support from Oracle

I have followed these steps if we want to get a quick response from Oracle

1. Pick up the phone and open the SR via phone.
2. Request for duty manager, to contact you immediately on phone or on email.
3. Request the duty manager to assign the subject matter expert directly, without going through the Mandatory QA with some help desk person who is absolutely ignorant about real Oracle features.
4. Keep your .trc file, .log file, and rda report ready and upload(ftp)  directly to Oracle server from your Unix server, not from your PC/laptop/client. (ftp link will be provided by the Oracle  support person)
5. Doing this way you won't even have to login to metalink and use it's Service request system.

 S S Nair

Oracle DBA/ Developer

http://ora-ssn.blogspot.com