什么是Joint Escalation Team?

什么是Joint Escalation Team?

Joint Escalation Team也可以简写为JET。JET是指当客户采用了多种软件供应商的产品搭建系统后,
系统所发生的问题通过单独的某一个供应商无法解决,需要集合多个供应商的技术力量解决,
这个时候就需要组成Joint Escalation Team,从而避免陷入孤军奋战。

Joint Escalation Team可以由客户自己牵头,也可以由首先接到服务请求的供应商来主导。

假设说我们使用IBM AIX+Oracle的组合,在系统搭建或运行过程中遇到了问题,技术人员可能首先
提交Service Request给Oracle的MOS,Oracle GCS经过一番分析之后发现问题在同一个Oracle版本的
其他平台上均无法重现,而仅在与特定的AIX版本组合时被触发,那么因为Oracle与IBM之间存在Engagement 合约关系,
所以Oracle Support员工可能会提交一个内部SR要求IBM的技术力量加入,以组成Joint Escalation Team来解决问题。

一般来说当我们的问题上升到需要JET来解决的地步时,那么很难奢望该问题在短期内能有solution了,
这要求我们有足够的耐心。所以如果真的遇到这样的问题,那么我更建议你通过一些workaround的方式来绕过障碍。

已知与Oracle存在Joint Escalation Team Engagement 关系的厂商包括: HP、Redhat、Dell、EMC、IBM等。

了解更多oracle support和JET的信息:

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“Support for the Complete Technology Stack
The necessary complexity of today’s IT environments often makes it difficult to identify
and resolve potential product problems. Piecemeal support for individual products covers
only one dimension of a multidimensional problem, so Oracle Support offers integrated,
end-to-end support for your Oracle-based technology and applications ecosystem. Through
formalized joint escalation teams (JETs), Oracle Support works closely with independent
software vendors to help you resolve issues faster—and even prevent them from happening
in the first place.
At Oracle Support, we’re committed to maximizing the performance, security, and availability
of your Oracle systems. We help you reduce the cost and complexity of maintaining your
systems by providing a single, integrated support platform for all your interactions with
Oracle Support. We can help you streamline processes, improve productivity, and reduce
your TCO with cost-cutting technologies such as virtualization and Linux. No other
software vendor gives you a more complete support experience.”

 

“Life Beyond the Box
Collaboration doesn’t stop once the testing is complete and the solution is installed – customers continue to benefit
from the support that can be provided when companies stand behind their testing and integrated efforts. In the
event a support call is necessary, troubleshooting a Dell Tested and Validated configuration can be simplified, as
any known issues associated with the stack are logged by the Dell Database and Cluster Engineering team,
allowing your service technician to respond quickly with a resolution. For customers that have purchased a Tested
and Validated configuration and have Premium Service agreements with both Dell and Oracle, Dell also has a
Cooperative Support Agreement (CSA) and Joint Escalation Team (JET) with Oracle, allowing Dell to open and
escalate issues within Oracle for faster resolution of unique or advanced issues. All Dell systems shipped with
factory installed Oracle Databases are Tested and Validated configurations.”

If this is a critical issue to your company, and to get rid of the
fingerpointing, get your Oracle support’s manager involved, and have him
open a JET call with the HP ticket (JET – Joint Escalation Team).

That way, Oracle will work directly with HP, without you having to be the
middle man.

Unmatched dedication to
customer needs A global, cooperative technical support agreement between Oracle and NetApp
helps you get faster resolution of your customer support issues. With joint problem
escalation support through ONJET, the Oracle and NetApp Joint Escalation Team,
we’ll resolve your problems quickly and efficiently, with no finger pointing.

EMC POWERPATH EXCEPTION

The EMC PowerPath kernel modules are proprietary and taint the kernel when they are loaded. Furthermore, the PowerPath module is closed source and Oracle’s Linux OS support team does not have the source code for fixing problems with the module. However, Oracle does have Joint Escalation agreements (JET) for EMC third party modules, and therefore full Linux OS support is offered by Oracle for these situations.

The resolution to a JET escalated problem may come from either EMC or Oracle. Kernel fixes will be provided by Oracle only.

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