Oracle Support Services - Escalation Process Faqs
Oracle Support Services - Escalation Process Faqs
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Doc ID: Note: 199389.1
Subject: Escalating Service Requests with Oracle
Support Services
Type:
REFERENCE
Status: PUBLISHED
Creation
12-JUN-2002
Date:
Last
Revision 12-DEC-2005
Date:
Page
273249984.doc
Margaret Wright 23/01/06
Page
Plan are made, document these in the Service Request. Documenting each escalation
within the Service Request ensures a clear history of the issue and what actions have failed
to address it. This documented history assists in evaluating the resources required to
resolve this problem.
4. What are the benefits of using the Service Request escalation process?
Use the Service Request Escalation process to ensure Oracle Management attention to
your issue, and to facilitate the creation of an Action Plan to resolve the issue with your
deadline clearly stated. It also allows Oracle management to effectively and promptly assign
the required resources to resolve your problem.
Consider that routinely escalating non-critical issues or consistently overstating the criticality
of escalated Service Requests may result in a misunderstanding of the importance or critical
impact of a future escalation. Prudent use of the Service Request Escalation process
enables Oracle to accurately prioritize your critical issue.
5. De-escalating a Service Request
When a Service Request meets the de-escalation criteria or is no longer critical, it should be
de-escalated by contacting the Escalation Owner.
Before de-escalating a Service Request, the Escalation Owner will:
confirm with you that the action plan has been completed or the request cannot be
fulfilled (i.e., specific functionality is not and will not be available in the Oracle
product).
273249984.doc
Margaret Wright 23/01/06
Page