RDB Resolve

RDB Resolve, when purchased as a bolt on to RDB Monitor, is a flexible service which can be tailored specifically for a client’s environment.

The clients system is supported by RDB Concepts during designated hours and then passed over to the client outside these hours.

This service excludes bank holidays and weekend cover. Which enables the client to keep costs down on their non-24*7 critical systems whilst still providing a high level of care during their core hours.

This service operates well within companies that do not have an existing support team as well as with companies that do. Due to the nature of the support, we are able to fit the service around any existing teams and their responsibilities so that it becomes a benefit to them as well as the company.

Benefits and Features

In addition to access to the Custodian*24 Portal, RDB Resolve provides the following:

• Review of the entire environment before support contract begins
• Two comprehensive daily system checks
• Weekly reports of all work undertaken
• Manage system state during business hours, including perform and monitor maintenance shutdowns and carry out startups and perform system sanity checks
• Proactive system administration to help prevent problems from occurring
• Full administration activities (database)
• Monitor operating system capacity, memory and processes
• Return the system to normal operating state after a system crash
• Quarterly patch release report
• Annual incident and history report
• Quarterly status meeting
• Personal technician providing a single point of contact for the client
• Single daily system check and weekly reports of all work undertaken. The check includes: System availability, capacity monitoring, error monitoring, analysis and management, system backup monitoring, system error monitoring

Typical Support Hours

08:30 – 17:30 Working week days only

Management of Generated Alerts

Two configurations are stored for during and out of the designated support hours.

During supported hours alerts are directed to the RDB Support team who:

• Take corrective action to fix the problem
• Recover the system to normal state

Out of support hours alerts are directed to a nominated member of the client’s team.