OSCS provides a proactive database maintenance and support service. With proactive support the onus is with OSCS to identify potential problems before they manifest themselves in loss of service. This service is designed to eliminate downtime and give good feedback to customers regarding all of the key functional and non-functional indicators for their corporate database.
Our approach is to provide a standard set of services allied to any tailored services which the customer may require. By providing a base service package we can reduce the cost for a set of services we have identified as key to any smooth running Oracle data repository. Such services include systems monitoring, sizing checks, and backup checks. Additional services include recovery checks, performance tuning, and out of hours support including 24x7 support.
Each support contract revolves around the mutually agreed Service Level Agreement(SLA) detailing response times and resolution times for various types of call. Our standard SLA classes calls into Red, Amber, and Green with Red calls being the most serious. Any Red call will have a technical response within the hour and a system fix within 1 working day. Reporting on calls and resolutions will be agreed as part of the SLA.
All OSCS support is provided in the first instance by access through a VPN to allow our consultants to monitor the Oracle databases and to rectify any support issues remotely.
Standard Proactive Database Service
- Access to hotline support centre in Glasgow
- Service Level Agreement based around technical response within one hour
- Advice from OSCS consultants on database issues
- Liaising with Oracle for support and licensing issues
- Performance review at contract start for customers with legacy databases
- Full sizing review or analysis at commencement of contract
- Daily system monitoring
- Support is provided from 9:00am to 6:00pm Monday through Friday
Additional DBA Services
- Ad hoc DBA assistance (for example for database rebuild/refresh)
- DBA maintenance days
- Detailed performance analysis and database tuning
- Point upgrades and service patches of Oracle
- Liaising with application provider (for example IFS) to rapidly resolve problems
- Generating weekly/monthly/quarterly reports on systems performance
- Database redesign for performance or development purposes
- Out of hours Red call support
- 24x7 Support