Technical Support is of primary importance in any packaged or bundled system. Our Oracle Financial E-Business Suite requires us to pay a considerable amount every year for support subscription. We’ve been using metalink.oracle.com as a primary point of entry for technical support in out day to day operation.

I find the huge number of technical material and resource inside metalink very useful. Especially in times of technical problems metalink is very handy. In recent week for example, we’ve faced a problem of unable to post our Accounts Receivable (AR) transactions to General Ledger (GL). After scouring the material and knowledge base there’s no particular solution to the problem.

Thus, we’ve created a Service Request wherein Global Oracle Support personnel came to answer our inquiry. A short talk on the phone and it was advised that using Oracle Web Conference would be the best way in collaborating for a resolution of the issue. The Oracle Web Conference allowed me to chat with the Support Personnel and even share Remote Control the local desktop computer screen for better understanding of the issue.

The problem was resolved in time and I am very thankful to the Web Collaboration Suite. Technical Support is very important for any client of any packaged software. If you have the money and the need, it is a must I should say.