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When you get a TAR number,
the last digit indicates the support center (4 is Orlando, 5 is Colorado,
and 6 is Redwood Shores).
TAR is an abbreviation for
Technical Assistance Request. But it is the universal primary key for
dealing with Oracle Support. The TAR number is your key to tracking
problems, upgrade shipments, literature, bugs, etc. We suggest you create
an historical log of every TAR and patch number you get from Oracle
Support. This log will help you synchronize development, training, test
and production installations, and when a problem comes back, you will have
a record of the fix.
Level 1: Between the
customer Project Team Member and the Support Analyst
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Negotiate the severity
level with supporting business justification
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Request TAR
reassignment, callback, or status of issues
-
Request to speak to a
Duty Manager (level 2)
Level 2: Between the
customer Project Team Member and the Duty Manager
The analyst will …
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Update the escalation
level field on the TAR to Duty Manager
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The status of the TAR
is set to "Immediate Response Required."
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Enter Duty Manager
contact information on the TAR
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Page or personally hand
off the TAR to the Duty Manager.
The Duty Manager will
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Call the customer
within 30 minutes
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Determine with the
customer an acceptable action plan
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Document the
conversation and the plan in the TAR log
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Follow up to insure the
plan is followed and/or reset the customer’s expectations.
Level 3: Between the
customer Project Team Lead and the Support Product Manager
-
If the level 1 and
level 2 escalation processes fail, then the customer Project Team Lead
may call and escalate their issues to the Support Product Manager.
These two will discuss and agree on an action plan to move the issue
forward. Level 4: Between the customer Project Manager and the
Applications Support Director
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After normal escalation
at level 1, 2, and 3, the Customer Project Manager may escalate to the
Applications Support Director.
Level 5: Between the
customer CIO and the Support Site Director
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