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 Data Infrastructure Management Service Options
  

Service

Description

Portal Reporting

Responsiveness

The Informant®


A database monitoring service. The Informant constantly monitors the environment with hundreds of watchpoints including down servers, space limitations, resource constraints, long running processes and more.

In addition, dbaDIRECT personnel fully operate and maintain the software infrastructure necessary to support continuous monitoring of the database environment.

Graphical reports are provided via the portal showing the most critical resource factors. This trend reporting provides information for planning future resource needs, and delivers information necessary to calculate Service Level metrics.

In addition, summarized data about alarm events are provided to determine patterns of problems that should be addressed.

Upon determination of a monitored alarm, personnel at the Client site can be alerted via a combination of voicemail, email and electronic paging.

dbaDIRECT does not take corrective actions in response to an alarm.

Using automated techniques, the notifications can occur on a 24x7 basis.

The GuardianSM

In addition to the database monitoring provided at the Informant level, this service includes corrective actions to monitored alert and alarm conditions.

Experienced dbaDIRECT personnel will assist in determining the root cause for the alarms and initiate standard database administration techniques to return the system to a stable state.

In addition to the graphical reports included in the Informant level, reports are also prepared detailing the corrective measures taken in response to the alarms.

dbaDIRECT’s responsiveness to critical events can be specified by the client based on minimums as follows:

 

SILVER LEVEL

8am-5pm Mon-Fri: 15 min.
5pm-8am Mon-Thurs: 2 hrs.
Weekends/Holidays: 4 hrs.

 

GOLD LEVEL

Mon 8am-Fri 5pm: 15 min.
Fri 5pm-Mon 8am: 1 hr.
Holidays: 2 hrs.

 

PLATINUM LEVEL

24 hrs. x 7 days: 15 min.
Holidays: 1 hr.

The Controller®

In addition to the benefits of the Informant and the Guardian, the Controller service delivers operational, object and physical management of the database environment.

Experienced DBA personnel provide ongoing administrative oversight of the system; In addition to implementing changes and fixes as required, and/or requested by the Client.

Working within the system availability requirements, actions are also taken to prevent future downtime and performance degradation.

In addition to the reporting supplied at the Informant and Guardian levels, full reporting of the actions taken by dbaDIRECT personnel is presented. With the combination of these reports.

Client management will have all the information needed to understand the database environment being supported by dbaDIRECT.

“dbaDIRECT offers a unique shared services approach for Business Process Outsourcing that costs significantly less and provides an elevated level of service compared to an internal staffing model. We originally sought dbaDIRECT’s expertise in an effort to continually reduce our costs. Over several years of working with dbaDIRECT, our quality has increased, our cycle times have decreased, and cost savings have become a by-product of the initiative. This delicate balance of time, cost, and quality has been the key to our success in this area."

Steve Hinkel
Manager, Business Intelligence
Duke Energy