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Core DBA Services

Technical Approach

The key considerations for the technical approach are as below

  • Ensure Oracle DBA Best Practices
  • Ensure Critical to quality performance metrics of the application are better or at same level after technical upgrade & migration.
  • Reduction and Maximization of the time, available resources.
  • Reduced DBA Activities risk through phased approach
  • Initiating the Functional and Technical customization on the upgraded 11i sun server with migration on going on another server
  • Prepare at least two instances of Databases, for DBA and Business functions activities to go in parallel.
  • Using the target production instance for testing purpose to iron out any technical as well stress and volume testing issues.
  • Go-Live at fastest pace without compromising Quality, Risk and Resource constraints.
  • Delivery of all the value added services – postproduction to avoid large outage period and complexities
  • Setting up a scalable architecture for future; while increase in users / load / Demand.
  • Ensure Oracle Security Best Practices are implemented
  • Think Tank (Expert Support) in Critical Activities.
  • Road Map for implementing Latest Versions

Sample SLA:

Issue Priority Description Initial
Response
Time
Resolution
time
P1 P1 indicates downtime of a production system, component, or process. This priority requires immediate attention until resolved. This also takes precedence over all other outstanding or underway development work. 15 minutes Within 2 hours
P2 P2 is an indecisive state, which, if possible, should be promoted to either P1 (if the issue requires immediate attention because of unacceptable impact on production) or P3 with a negotiated commit date. Till the time the issue is resolved, it is P2. The team will work every workday until issue is resolved, and send a status update to concerned personnel. 30 minutes Next business day
P3 Issues that are not P1 are P3 or P4. P3 tickets have a negotiated commit date with the requestor to fixing a defect. It is the default priority for most tickets. 1 hour Within the agreed date
P4,P5 P4 tickets are not fixes but these are enhancement requests. Such tickets should always be scheduled against a future release. 1 Day Within the agreed date

Technical Scope Specification
Oracle Core DBA Support For maximum —–Instances.

Description Ownership Involvement Scope
Implementing Daily, Weekly, Monthly Monitoring Processes. iWare Logic
Clonning : On request or planned schedule iWare Logic As per Requirement
Applying Database Patches iWare Logic As per Requirement
Critical Patch Management CLIENT/iWare Logic iWare Logic As per Requirement
Implementing Oracle Grid Solutions iWare Logic As per Requirement
Implementing RMAN backups iWare Logic CLIENT As per Requirement
Advisory on Effective Oracle Database Implemetations
Oracle database and other server related Errors iWare Logic As per Requirement
List of Errors & Solution iWare Logic As per Requirement
Testing of fixes & acceptance CLIENT iWare Logic
Maintain Troubleshooting Log with details on fixes iWare Logic
Call Oracle for Support iWare Logic As per Requirement
Oracle Error – Problem Solving iWare Logic As per Requirement
List of Errors – Solution on it iWare Logic As per Requirement
Notify for known bugs by Oracle for fixes in Future iWare Logic As per Requirement
TAR /SR Management iWare Logic Daily
Maintaining Previous TAR / SR Records iWare Logic Daily
Raising iTar / SR iWare Logic/CLIENT As per Requirement
Maintaining Logs related to TAR / SR iWare Logic Daily
Oracle Security iWare Logic Daily
Password Changes in all D’base and Applications in CLIENT iWare Logic As per Requirement
Oracle ID Creation iWare Logic One time activity
Using Oracle based Alerts As per Requirement
Space Management Space Management on Disk Log maintenance, Alert Log Maintenance. Purging old requests and logs iWare Logic Daily
Database Audit iWare Logic
Check space used on disks iWare Logic Daily
Check free tablespace iWare Logic Daily
Decide on how many days requests and logs are to be retained iWare Logic/CLIENT Once
Archiving & deleting old .req, .log files iWare Logic Schedule
Purge Data from various tables based on plan and schedule or size limits iWare Logic Requires Planning and growth check limits
Data Archive Planning & implementation for Transaction data Archiving iWare Logic/CLIENT
Conducting monthly/ weekly Audits of the processes set by iWare Logic And conducting System Audits Develop Processes and Audit Processes and report findings of these Audit processes to CLIENT
Backup Strategy iWare Logic Once
Backup Logs Monitoring iWare Logic Daily
Recovery Mechanism iWare Logic Test Procedure
Backup Scripts
Processes for Backup, service requests, etc to be made, documented, maintained and implemented. iWare Logic
Oracle Performance
Performance TuningDatabase tuning iWare Logic As and when required
Performance Monitoring iWare Logic Parameters based Checks
Response Time Improvement iWare Logic
Call Hardware Vendor and vendors to improve Network, Systems related Performance or Advisory iWare Logic Hardware Vendor for advice
Setup and implement various Maintenance Processes for CLIENT
Request Services iWare Logic
Issue Escalation iWare Logic
Security Changes iWare Logic
Backup, restore iWare Logic
Disaster Recovery iWare Logic

 

System Up Time:
  • iWare Logic assures System Up Time will be 99 %.
  • The up time will be calculated for assigned service time only.
  • Some exceptions & assumptions for system shutdown like shut down request from CLIENT team on account of functional issues, which will not be part of up time calculations.
  • Connectivity failure/speed issue will not be part of up time calculations.