Originally posted by TimHall
What do you think Oracle Support is? It's just a call center with trained staff. In the old days, before metalink, you could spend days on the phone trying to solve problems with Oracle staff showing a wide variety of ability. Metalink gives the less skilled Oracle staff time to read the documentation and check with collegues. Before the iTAR you would hear them scratching around for information, like any member of a call center.
Agreed, my self had lots of bad experience with the Telephonic support before the iTAR came in. But still being the Principal they had their developers behind them to solve them or patch the problems(of course it took time). But what would Russ960's call center have, to back them up? Metalink ? That would be like adding few more days to waste...

Any way best of luck with your Call Center Russ960's. Atleast ask your chaps to read the concepts first. That would give them the idea of What Oracle is.

The whole documentation.

http://otn.oracle.com/docs/products/...v/docindex.htm

The concepts guide is a must.

http://otn.oracle.com/docs/products/...a96524/toc.htm

Cheers