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https://blogs.oracle.com/support/support-escalation-processagain
Aug 19, 2009 · Do you have a Support delivery concern? Are your expectations not being met or understood? Use the Escalation Process. The shortest path to least resistance to the resolution of any technical service request is escalation – first and always. Until you’ve spoken to a Manager from Oracle Support, an escalation has not occurred. Does that ...
https://blogs.oracle.com/support/request-support-management-attention-sr-attention
Apr 13, 2015 · Until you’ve spoken to a manager from Oracle Support, how does Oracle Support know where/when the service gap is and how to remedy it? Side note: (Escalation, formerly known as the Duty Manager Process, has always been defined as speaking with the manager where the Service Request resides. Escalation has never meant immediate resolution.
https://docs.oracle.com/cd/E18727_01/doc.121/e13407/T87077T87120.htm
Oracle Escalation Management. This chapter covers the following topics: ... Oracle Workflow is used to process and deliver the notifications regarding the escalation activity. ... For example, a support service center can assign a defect to an employee resource, John Smith. If John Smith fails to correct the defect the support service center ...
https://ebsmodule.blogspot.com/2013/11/oracle-support-services-escalation.html
Nov 03, 2013 · The Service Request Escalation Owner is a manager who will work with the Support Analyst owning the Service Request, to review your escalation request. The Escalation Owner will then develop an action plan with you and allocate the appropriate Oracle resources.
https://community.oracle.com/thread/1125585
Sep 02, 2010 · The Support Analyst will then engage the Service Request Escalation Owner who will be responsible for managing your escalation. Requesting a Service Request escalation via My Oracle Support is also an option; however, the same escalation information must be provided in the Service …
http://www.oracle.com/us/support/library/my-oracle-support-basics-1914391.pdf
My Oracle Support Community and the Knowledge Base to facilitate reduction of internal support tickets Service Request access can be restricted through Service Request profiles Patch Download access can be restricted and/or limited to specific products by user Knowledge preferences and PowerViews can be defined to
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https://www.thinkhdi.com/library/supportworld/2016/escalation-process.aspx
Keeping customer service at the center of all support efforts, the customer should not be left hanging because the incident escalation process went off the rails. Best practice would be for the team receiving the escalated incident to resolve it and educate the support center after resolution.
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