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Has the phrase Oracle Support become an oxymoron?

Kerber, senior database administrator at an e-commerce company, was getting core dumps on
Oracle Database last month, causing an in-house application to be down. He opened
a service request (SR) with Oracle Support and uploaded the associated trace file. My Oracle
Support responded, asking him what was in the alert log. Kerber said there is nothing in the alert
log that isn’t in the trace file, but he still updated the SR and waited.

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