Database Support

Database server management is available for: MS SQL, My SQL, Oracle

Installation / Re-installation

Reliance will install or reinstall supported Database

Yes

Yes

Basic Configuration

Reliance will do the basic configuration of Database server as per the requirement of customer.

Yes

Yes

Migration/ Version Upgrade

DBA will perform database upgrades to new versions as and when the same is released after confirmation from Customer. Any associated additional charges may apply for the new or upgraded license.

Yes

Yes

Patch administration

DBA stays up-to-date with database patch releases and ensures that the customer's database is updated with needed patches. The DBA will work with the customer to secure needed down time for upgrades and maintain documentation about what patches have been applied and when.

Yes

Yes

24 x 7 Helpdesk support

DBA will be available for questions and interaction during normal business hours of operations

Yes

Yes

Troubleshooting

In case of any problem in database. If the problem is due to some custom scripts or third party software then Reliance will try to help customer identify the source of the problem so customer can contact the appropriate party for further assistance

Yes

Yes

24x 7x 365 monitoring

Monitor the database to ensure that it is running and that users can log into it.

• Monitor disk space usage to ensure that as the database grows it does not run out of usable disk space
• Monitor to ensure that day-to-day activities do not exceed thresholds for memory and CPU usage.
• All performance related parameters will be monitored using advanced monitoring client. Static’s / alerts will be automatically sent to designated administrator.

No

Yes

Database Administration

The DBA will perform any general database administration activities for the customer.

This service does not include database design or security design.

Yes

Yes

Basic Administration

• create and maintain roles/users
• reorganise databases
• maintain upgrade schedules
• apply patches
• and all other general database administration activities

Yes

Yes

Backup and Recovery

DBA will ensure that all databases are backed up according to a proven standard process.

For databases size greater than 100 GB, BCV backup is recommended.

Yes

Regular review of Backup and Recovery Strategy & Documentation

DBA will review the backup logs and depending upon the size of the database, DBA will assist in deciding the backup strategies.

No

Yes

Database Alerts

We use leading-edge technology to monitor every component of your database. Online monitoring and management ensures detecting potential problems before they cause a production outage. Monitoring parameters include major components of application.

No

Yes

CPU Overload Alert

Monitor for high run queue values and track periods when the Oracle database server is overloaded.

No

Yes

RAM Memory Overload Alert

Monitor for RAM memory overloads and provide our clients with complete reports showing time when the Oracle database server experiences shortages of RAM memory.

No

Yes

Trace and Dump file Alert

To check hourly for any new Oracle trace or dump files, and alert the user

No

Yes

Alert log message Alert

This monitoring mechanism e-mails any important alert log messages that are found in the alert log

No

Yes

Low free space in archived redo log directory Alert

If the archived redo log directory become full, our Oracle database will hang up. So on threshold value of the file system containing archive logs, the archive log backup is taken before it hangs the database.

No

Yes

Utilities

No

Yes

Export/Import

• Configuration of export utility is used to take database export backup.
• Configuration of import utility is used to import the data to the database.

No

Yes

24x7 Help Desk (Online / Telephonic / Email) support

Prompt and responsive helpdesk support with trouble ticket system and escalation procedure

Yes

Yes

Service Availability

Guaranteed Availability of support services 24 hours a day 7 days a week to help troubleshoot problems. Service availability includes

• Availability of logging your calls from any modes of communication (Phone, Fax, Email, Chat)
• Performing activities within the benchmark time frame after generation of TT
• Notification to customer for all critical calls, which are not closed in stipulated time, while we resolve them

99%

99%

Unlimited Trouble Tickets (TT’s)

IDC helpdesk team is just a phone call / email / fax away, 24 hours a day 7 days a week to help troubleshoot problems with your servers.

Yes

Yes

Backup on CD / DVD

Backup on customers data on CD / DVD. Backup is possible if the customers servers has requisite ports to connect external CD / DVD drive such as serial / USB port. (per instance per CD/DVD)

Yes

Yes