[BDB 11gR2 Beta] Support process for BDB 11gR2 Beta

[Dave Segleau]

Hello all,

At least for the time being, we're using the 
bdb-beta-feedback at oss.oracle.com 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 bdb_sql_team_us at oracle.com and 
bdb_supportteam_ww at oracle.com. I have asked Beta customers to send email 
to the bdb-beta-feedback at oss.oracle.com mail alias and include their SR 
number and CC: Support at sleepycat.com when submitting issues.

In terms of answering the customer and owning the issue, the process 
should be as follows:

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 support at sleepycat.com. You should also CC: 
bdb-beta-feedback at oss.oracle.com so that everyone knows who owns the 
problem.

On subsequent emails you can opt to use a simpler CC list or continue to 
CC: bdb-beta-feedback at oss.oracle.com which will cause everyone on the 
list (about 20 people) to get copied on your email exchanges.

The Support team will open Metalink cases, as needed to record the SR 
traffic for training and historic purposes at their discretion.

Please let me know if you have any questions or comments.

Regards,

Dave

-- 
Oracle <http://www.oracle.com>
David Segleau | Director Product Management - Berkeley DB
Phone: +1 425 945 8533 | Mobile: +1 408 420 7350
Oracle Database Engineering

Green Oracle <http://www.oracle.com/commitment> Oracle is committed to 
developing practices and products that help protect the environment
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