Thursday, June 5, 2008

Working Effectively With Support - Stellent

When Oracle purchased Stellent a little over a year ago, one of our primary objectives was to make the support transition for our customers as seamless as possible. We were merging one world class support center with another world class support center, but processes and procedures changed both internally and how the customers use support.

One of the biggest complaints that I have heard is customers don't like not being able to contact the engineer working their SR directly. While it is Oracle policy not to allow direct calls to the customer, this does not mean customers can not speak directly with the engineer working their SR. You simply need to put in the SR that you would like a call back and the working engineer should honor this request.

This is one of the many things that can be learned through the Working Effectively With Support presentation. If you are a customer coming from an acquired product like Stellent, this presentation will clear up a lot of the questions you probably have. It lasts about an hour and a half, it is tailored to your organization, and has plenty of time for Q&A. I recommend this presentation for any individuals that may raise SRs through Metalink.

Contact your SDM with questions or to schedule this presentation at your earliest convenience!

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