<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
<html>
<head>
<meta http-equiv="content-type" content="text/html; charset=UTF-8">
</head>
<body bgcolor="#ffffff" text="#000000">
Hello all, <br>
<br>
At least for the time being, we're using the
<a class="moz-txt-link-abbreviated" href="mailto:bdb-beta-feedback@oss.oracle.com">bdb-beta-feedback@oss.oracle.com</a> mail alias for customers to send us
email regarding any issues or questions that come up with the BDB 11gR2
Beta. This email alias may change if we're able to set up a better one,
but for now this is the one that we're using. Posts to this alias will
be forwarded to <a class="moz-txt-link-abbreviated" href="mailto:bdb_sql_team_us@oracle.com">bdb_sql_team_us@oracle.com</a> and
<a class="moz-txt-link-abbreviated" href="mailto:bdb_supportteam_ww@oracle.com">bdb_supportteam_ww@oracle.com</a>. I have asked Beta customers to send
email to the <a class="moz-txt-link-abbreviated" href="mailto:bdb-beta-feedback@oss.oracle.com">bdb-beta-feedback@oss.oracle.com</a> mail alias and include
their SR number and CC: <a class="moz-txt-link-abbreviated" href="mailto:Support@sleepycat.com">Support@sleepycat.com</a> when submitting issues. <br>
<br>
In terms of answering the customer and owning the issue, the process
should be as follows: <br>
<br>
Someone within the BDB Engineering or Support organization should reply
to the email from the customer basically saying "Thanks for your email,
I'll work with you on this issue" and then own resolving the issue for
the customer. Remember to include the SR number in the subject line
(either an existing number or create a new SR for that specific issue)
and CC <a class="moz-txt-link-abbreviated" href="mailto:support@sleepycat.com">support@sleepycat.com</a>. You should also CC:
<a class="moz-txt-link-abbreviated" href="mailto:bdb-beta-feedback@oss.oracle.com">bdb-beta-feedback@oss.oracle.com</a> so that everyone knows who owns the
problem.<br>
<br>
On subsequent emails you can opt to use a simpler CC list or continue
to CC: <a class="moz-txt-link-abbreviated" href="mailto:bdb-beta-feedback@oss.oracle.com">bdb-beta-feedback@oss.oracle.com</a> which will cause everyone on
the list (about 20 people) to get copied on your email exchanges. <br>
<br>
The Support team will open Metalink cases, as needed to record the SR
traffic for training and historic purposes at their discretion.<br>
<br>
Please let me know if you have any questions or comments. <br>
<br>
Regards, <br>
<br>
Dave<br>
<br>
<div class="moz-signature">-- <br>
<a href="http://www.oracle.com" target="_blank"><img
src="cid:part1.08090600.02020004@oracle.com" alt="Oracle" width="114"
border="0" height="26"></a><br>
<font color="#666666" face="Verdana, Arial, Helvetica, sans-serif"
size="2">David Segleau | Director Product Management - Berkeley DB<br>
Phone: +1 425 945 8533 | Mobile: +1 408 420 7350 <br>
<font color="#ff0000">Oracle</font> Database Engineering<br>
</font><br>
<a href="http://www.oracle.com/commitment" target="_blank"><img
src="cid:part2.07080007.09090002@oracle.com" alt="Green Oracle"
width="44" align="abscenter" border="0" height="28"></a>
<font color="#4b7d42" face="Verdana, Arial, Helvetica, sans-serif"
size="1">Oracle is committed to developing practices and products that
help protect the environment</font>
<!-- This signature was generated by the MyDesktop Oracle Business Signature utility version 3.5.7 --></div>
</body>
</html>