MaxDB SAP Support very poor ?

[nelis]

Hi,

We have had a call open now for some time(30/11) regarding an issue with our production database. We've experienced several core dumps which seem to becoming a more regular occurrence, it has core dumped twice now within 3 weeks and that is twice too many for our production system.

I attached the knldiag.err and a gdb stack trace to our call and my colleague even called them personally requesting someone to take a look. Yet, nobody has even bothered to reply to our call. The message number is 1007036, our installation number is 1720001197. There is nothing obvious to me that stands out so someone would have to connect to our systems and analyze the core dumps which are very large.

Does it usually take this long to get help with regards to MaxDB ? Perhaps we are doing something incorrect. What worries me is we've been considering changing our database systems to Oracle and this just gives my superiors more of an excuse to change which is something I really do not want to do.

Regards,

Nelis

[markus_doehr2]

Well... I NEVER had any issues with the MaxDB support, in contrary. The guys from Berlin are very helpfull and I would even say, that this is one of the best components in the support in speed and quality.

If you have issue with your production system, it´s always possible to open a call with priority "very high" which make people look on the system instantly (in an hour). If your message doesn´t get processed, you can call your local support center and ask them to raise the priority and/or to escalate the call.

--

Markus

[roland_mallmann]

Hi Nelis,

I've just had a short look at your message; it's currently in Primary Support. I think, as Markus also points out, that the major reason for the delay was the priority of the issue; it was 'medium' and only raised to 'high' yesterday. A higher priority will result in a quicker reaction, but ofcourse the priority must be justified (as is it in this case).

Regards,

Roland

[nelis]

Thank Markus. Perhaps this was our mistake, we should have made it a higher priority. I have never had issues with support in other areas to be honest so I was a little surprised it was taking so long to get a response.

[Former Member]

Hello Nelis,

I checked the status of the call and this call is in process by our colleagues of primary support. I will contact the responsible colleague.

The MaxDb forum is not the correct media to analyse such problems.

Regards, Christiane Hienger

[nelis]

Thank-you Christiane for your prompt reply. I realize this is not the place but had I not posted this message here would I have gotten the the prompt response ? Like I mentioned this is our production system and it is also a very period for us at the University so I was getting worried nobody had attended to our call. I apologize for taking this route.

Unfortunately I am on leave currently so I will not be able to attend to this call personally so I left it in my colleagues hands. I will logon though regularly to check the status of the call.

Regards,

Nelis

[Former Member]

Hello Nelis,