How to deal with Oracle Support
1. You control the Severity level of your TARs.
2. You can escalate at any time.
3. Not getting the help you need? Ask for the Duty Manager.
4. Be aware that severity levels for bug fixes in Development do not necessarily match the severity levels for the related TARs in Support.
5. Negotiate your support contract to include incentives for better response time and penalties for unacceptable response time.