Strategic
| 24*7 | 12*5 | |
|---|---|---|
MANAGEMENT |
||
| Service Level Agreement | RDBC_SLA_7.0 | RDBC_SLA_7.0 |
| Quarterly Review Meeting | ||
| Exceptions Conference Calls | ||
CATEGORY 1 ADMINISTRATION |
||
| Monitoring Solution | ||
| Hours | 0700 – 1900 Working Week Days |
0700 – 1900 Working Week Days |
| Priority of tickets responded to | Priority A Priority B Priority C Projects Maintenance |
Priority A Priority B Priority C Projects Maintenance |
CATEGORY 2 ADMINISTRATION |
||
| Monitoring Solution | ||
| Hours | 1900 – 0700 Working Week Days 0001 – 0000 Weekends and Bank Holidays |
Excluded |
| Priority of tickets responded to | Priority A Scheduled Project Work |
None |
Planning
| 24*7 | 12*5 | |
|---|---|---|
| Access to RDB Insight website | ||
| Capacity and Planning Report | Monthly | Monthly |
| Capacity Management and Planning | ||
| Performance Monitoring, tuning and Management | ||
| O/S Space Management | ||
| O/S Capacity Monitoring |
Tactical
| 24*7 | 12*5 | |
|---|---|---|
| O/S Error Management | ||
| Problem Monitoring and Planning | ||
| System Availability | 2 checks per day, monitoring solution included | 2 checks per day, monitoring solution included |
| Corrective Action – System failures, Error log investigations | ||
| O/S Warning Analysis | ||
| Disaster Recover Planning | ||
| Backup and Recovery Verification* | Monthly | Monthly |
| OS Backup Provision and Execution | Initial Set up and daily check. Restoration is included | Initial Set up and daily check. Restoration is included |
| DR Testing | Quarterly where facilities provided | Quarterly where facilities provided |
| DR Issue Management | ||
| Create and Maintain User Accounts | ||
| Maintain User Privileges | ||
| Housekeeping – Error logs, temporary files, etc. | ||
| O/S Memory Monitoring | ||
| Management of Vendor support tickets | ||
| Technical Status Report | Weekly | Weekly |
| Annual Incident and History Report | ||
| Quarterly Status Report |
Patching
| 24*7 | 12*5 | |
|---|---|---|
| Patch Monitoring and Notifications Report | ||
| Patch Management and Implementation | Quarterly, during supported hours | Quarterly, during supported hours |
Onsite
| 24*7 | 12*5 | |
|---|---|---|
| Primary consultant onsite, focused on the clients systems** | 1 visit per month | 1 visit per month |
| Improves team mechanics | ||
| Provides consultant with a real time understanding of the clients environment and stresses | ||
| Provides an external view on potential risks and issues | ||
| Increases RDB’s understanding of the clients business |
Exclusions from Service
Additional ReportsDevelopment and Testing
Data Import/Export, Data Manipulation, Data Verification
Hardware Support