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Support Service Offerings

iWare Logic > Services  > Oracle DBA and Apps DBA Remote Support > Support Service Offerings

Our Offerings are in Three Levels for DBA and Apps DBA Support.

Silver Gold Platinum
Offshore support with Shared Service Team Dedicated team of 1, 2 or more DBAs Dedicated team of 2 or more DBAs
Minimum 65 hours/month package Think Tank Allocated on Call Basis Think Tank Allocated
Offshore team Offshore team Offshore team
8×5 Basis Support 16×5 or 16×6 Basis Support 24x7x365 Support
No Database Upgrade supported Database Level Upgrade is covered for 1 instance Database Level Upgrade is covered for 2 Instances
Primary Monitoring of OS is covered Primary Monitoring of OS is covered Platform Migration consulting is covered under this
Database Monitoring Database Monitoring Database Monitoring with Database Tuning is covered
Health Report Once in Quarter Health Report Once in Month Health Report on bi-weekly basis
Reactive Proactive Audit Report
Daily support Daily support Daily Plus Roadmap covered
Report on Monthly Basis Best Practices Implementation Best Practices Implementation and Road Map definition

 

Note:
Additional services like performance tuning, upgrades, migration, etc. will be done on efforts basis.Exclusions

  • Operating Systems support
  • Hardware support
  • Functional testing of applications
  • Applications code changes
  • Project Management from Business Angle
  • Ownership of the Backup Storage or Third Party Backup Software.

Scope Of Our Oracle DBA Services

Silver Services

1. Install and maintain Oracle software
2. Perform Oracle database and Applications patch analysis, apply standard and security patches
3. Database restoration and crash recovery
4. Database networking activities like setup and configure Multi-Threaded Server (MTS) including listener, dispatcher, and shared server processes
5. Monthly reporting on DBA activities

Gold Services (Silver + Additional Services)
6. Database monitoring like database and listener status, database alert logs, backup logs
7. Respond to user requests for services through client’s internal mail system or ticketing software.
8. Install and maintain Oracle software
9. Perform Oracle database and Applications patch analysis, apply standard and security patches
10. Database cloning
11. Performance monitoring
12. Troubleshoot application related problems in the database
13. Manage table spaces and database objects
14. Manage database users and security
15. Problem resolution with Oracle Support on SR (service requests)
16. Bi-Weekly/monthly reporting on DBA activities
Platinum Services (Silver + Gold + Additional Services)

1. Capacity planning
2. Database migration cross platform
3. Disaster Recovery Plan
4. Database Tuning
5. Road Map Definition

iWare Logic Specialty
1. Team: 50+ DBA
2. Certified DBAs in Oracle Database 9i,10g,11g, RAC, Oracle Applications DBA
3. Think Tank / Strategy Force to support critical requirements
4. 24×7 availability
5. Solution under one Umbrella for DBA, Functional, Technical, Project Management and Oracle Certified Education.

Oracle Applications Support Methodology
Typical Support Approach followed by iWare Logic Technologies for all its Support engagement ideally comprises of following Phases. The Onsite-Offshore delivery model will be managed through following four phases, which will run sequentially.
1. Due Diligence Phase (to be carried out once in the beginning of the onsite engagement).
2. Knowledge Transfer(Onsite)
3. Transition(Onsite/Offshore)
4. Steady State/Ongoing Support(Offshore)

iWare Logic Technologies Approach and Support Methodology – Application DBA Support

iWare Logic Technologies proposes to provide ongoing support to Client based on our standard and unique engagement approach, which can be illustrated by the following diagram –

 

Support Levels:
The following definitions of support levels will apply:-
Support Levels Definitions
Level 1
“First Line Support”
Means the recording or logging of any enquiries or problems relating to the proper operation of a product or process which is part of the Service.
Level 2
“Second Line Support”
Means the analysis of an enquiry or problem relating to the proper operation of a product or process which is part of the Service by reference to technical documentation, and resolution of the same without recourse to any change to the application code.
Level 3
“Third Line Support”
Means the analysis and correction of a fault relating to the proper operation of a product or process which is part of the Service by examination and possible change to the application code, interfaces or operating system.
Level 4
“Fourth Line Support”
Means the analysis and correction of a fault which has not been corrected by Second Line Support or Third Line Support which has need of specific application knowledge, or which requires recourse to an external agency for more detailed assistance or change to the application code, interfaces or operating system.

Sample SLAs

The following targets apply: –

Priority Initial Response from Support team within: Target working days to fix
1 30 working minutes 85% within 4 hours
2 4 working hours 80% within 12 hours
3 8 working hours 80% within 7 days
4 24 working hours 80% within 14 days