Strategic
24*7 | 12*5 | |
---|---|---|
MANAGEMENT |
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Service Level Agreement | RDBC_SLA_7.0 | RDBC_SLA_7.0 |
Quarterly Review Meeting | ||
Exceptions Conference Calls | ||
CATEGORY 1 ADMINISTRATION |
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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 |
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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