The recently released Oracle support site, My
Oracle Support (MOS), has been facing challenges from its inception.
MOS was created to replace the old MOSC system.
According to this
“Oracle senior support manager Chris Warticki sought to
reassure users that Oracle is aware of an intermittent login
issue” with MOS and that they are “working on it as a priority”
in a blog post Thursday.
Users who can't get into the site should call support if
they want to log a service request or check the status of one,
Warticki went on to recommend various places Oracle users
can potentially find help for their issues besides the support
system's knowledge base, such as podcasts, webcasts and company
Browsing through some of the posts on the
forum show that not all users are placated with his response:
“MOS is unreliable, hard to use and does not deliver
consistency in either results or access. I think it is time to
go back to the basics as MOS is down for a fair number of people
"It's an absolute disgrace."
The primary issue with MOS from the beginning
was the interface was Flash heavy.
Oracle addressed that issue and offered users an HTML option,
forum posts show that there are still problems to be addressed
with it as well:
“Nope ... it's available again, and still points to Flashy
"And after all the ho-ha over MOS, I cannot believe that it
is currently unavailable, with a "server connection error
Hand Forbrich complains that Oracle support personnel are
lacking in basic Oracle skills and often have trouble speaking
experience and perception is that the people involved in the
initial contact are often not adequately skilled. This could be
in understanding the technology or apps, or simply language.
To make matters worse, there will be even
greater demands put on the MOS system with the increased support of
Sun Microsystems users.
According to this
“During a webcast on the Sun acquisition last week, an
Oracle official pledged that Sun customers are about to
experience the highest level of customer service in the
industry, and that the companies' support systems would be
merged within a matter of weeks."
There is obviously still work to be done here and not a great
deal of time to do it.