Full Service Management
RDBAS Full Service Management
Full-Service Management is the middle level of SQL Server, Oracle and MySQL database administration services and augments Full Service Monitor with essential production DBA tasks for five or more database instances. In addition to our 24x7 monitoring and support system, the package includes our full backup and restore program as well as in-depth database maintenance procedures performed by our experts.
RDBAS Full-Service Management is ideal for clients looking to go beyond basic database monitoring to ensure that their critical data is backed up properly and that their databases are being given consistent, in-depth care and attention from our expert team of DBAs.
24x7 - Monitoring System monitors the client database environment and relays status of the key database health attributes to the USA customer service center. These attributes include:
- Database Availability
- System Resource Usage
- Physical Memory
- Virtual Memory (Swap)
- Disk Space
- CPU Utilization
- Disk I/O
- Network I/O
- Buffer Cache
- Database Error Log
Based on pre-defined thresholds, the Database Operations Center can automatically “self-heal” numerous database error conditions. Currently the self-heal function closes 50% of all system alerts. Alerts that are not resolved through self-healing are automatically passed through to the customer service center.
24x7 Database Service Desk
The Tier One Database Service Desk operation, staffed 24x7 by DBAs in-training, provides resources who are equipped to:
- Categorize Service Requests and/or Incidents
- Classify and Prioritize Service Requests
- Locate applicable resolution procedure
- Troubleshoot incident, Run/Rerun jobs
- Escalate per necessary per customer-defined procedures
The monitoring system is integrated with a web-based ticketing system that alerts employees to client database issues. All tickets that are not cleared through the self-healing system are triaged by first level support . Employees will attempt to resolve all issues they receive and may or may not interact directly with client DBAs through Email or phone. If the issue cannot be solved by first level support, it is escalated to the attention and care of a DBA, who further troubleshoots the issue and resolves it with or without direct interaction with the client.
Clients have the option to manage their own tickets, contacts, and knowledge bases as they desire.
Database Patching ensures that essential database patches are applied. The process includes investigating, testing, applying and documenting patches. Patch Management includes Oracle’s quarterly Critical Patch Updates and Dot Releases or Microsoft’s SQL Service Packs.
Backup & Restore service will perform checks and diagnostics on client systems to determine the viability of current backup and restore procedures. Once a proper backup and restore process is established, backup assurance confirms that the backup jobs ran as scheduled, and that backups ran to either Success or Failure.
On a periodic basis, backup and test restore capability will be validated.
Database Maintenance includes the implementation of database maintenance plans. Our experts take the initiative to actively analyze and maintain your database. Database maintenance includes, but is not limited to, the management of space, data tables, and indexes to streamline and maximize the power of your database.
Reports are provided on a monthly basis, including:
- Capacity Planning Report
- Notification Summary Report
- Technical Summary Report
- Utilization Comparison Report
- Service Metrics Report
Emergency Database Remediation
Any database emergency, whether detected by the monitoring system or declared by the client, will trigger escalation to a Database Administrator. The DBA is responsible for working the Emergency issue through to resolution. This Emergency Remediation service is available 24/7.