Back in the Saddle - How to be a good support customer

 Sorry it has been so long between posts, life happens I guess. I will try to do a better job with posting. I will try to provide information on interesting support cases (redacted of course) I encounter in my work. I will also cover things going on in my life such as hobbies, investments, and family life.

I will also try to keep political rants to an absolute minimum. 

As a support engineer I try to provide great support for my clients, but, as clients here are some things you can do to make support work better:

7 Rules on how to be a good support customer:

1. Open cases at the proper priority level. We generally respond as fast to P3 and P4 as we do to P1 and P2.
2. Always provide the Oracle release, App release and OS version and release level.
3. Respond to information requests quickly.
4.  Provide feedback on solutions as soon as you try them.
5. Treat your cases with the same priority we try to, we can’t leave cases open indefinitely, generally we will allow 2 weeks of inactivity, we will ask for updates every two days or so, then we usually make a call to you. If there is no response we close the case.
6. If you are going to be gone, for example, on vacation, ask us to suspend activity until you return, or provide an alternative contact if it is important to solve the case immediately.
7. Provide feedback on our surveys, this is how we are evaluated as to performance.

Well, that is all for now! Hope you have a great Holiday Season!