什么是Joint Escalation Team?

Joint Escalation Team也可以簡寫為JET。JET是指當客戶采用了多種軟件供應商的產品搭建系統后，

系統所發生的問題通過單獨的某一個供應商無法解決，需要集合多個供應商的技術力量解決，

這個時候就需要組成Joint Escalation Team，從而避免陷入孤軍奮戰。

Joint Escalation Team可以由客戶自己牽頭，也可以由首先接到服務請求的供應商來主導。

假設說我們使用IBM AIX+Oracle的組合，在系統搭建或運行過程中遇到了問題，技術人員可能首先

提交Service Request給Oracle的MOS，Oracle GCS經過一番分析之后發現問題在同一個Oracle版本的

其他平臺上均無法重現，而僅在與特定的AIX版本組合時被觸發，那么因為Oracle與IBM之間存在Engagement 合約關系，

所以Oracle Support員工可能會提交一個內部SR要求IBM的技術力量加入，以組成Joint Escalation Team來解決問題。

一般來說當我們的問題上升到需要JET來解決的地步時，那么很難奢望該問題在短期內能有solution了，

這要求我們有足夠的耐心。所以如果真的遇到這樣的問題，那么我更建議你通過一些workaround的方式來繞過障礙。

已知與Oracle存在Joint Escalation Team Engagement 關系的廠商包括: HP、Redhat、Dell、EMC、IBM等。

了解更多oracle support和JET的信息：

[gview file=”http://www.oracle.com/us/support/library/oracle-premier-support-brochure-069189.pdf”]

“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

formalizedjoint 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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