[marcosdumay]

Yes, the Oracle support is probably the best among the large software distributors.

And no, it won't solve some problem you detected. It will only help you if it was already solved by development.

Anyway, time to attend to a ticket is a useless metric. I bet Microsoft fares better on this than Oracle, but their support is absolutely counterproductive. (What I mean literally, you will get your problem solved faster if you don't try to deal with them.)