Reliance offer Database Management Services in 4 broad packages:

• Essential Database Management– per server
• Enhanced Database Management- per server
• Engaged Database Management (only for Oracle)
• DBA Hourly Assistance

Further within these packages, Customer has choice of subscribing plans among 2 variants;

MS SQL / My SQL

Oracle

We have defined the timeframe required to complete most of the activities (covered under Database Management - Features and Plans) so that customer is aware about the benchmark time required to finish any specific task. However for activities, which can not be predefined in timeframe such as trouble shooting, etc. will be performed as per actual time taken.

Customers can avail Support Services 24*7 basis by sending their request / query to IDC helpdesk by any mode of communication say Email, Phone, Fax or Chat.

 Essential Database Management– per server

Essential Database Management package offers unlimited DBA support and monitoring of customer database for 1 year 24*7 basis. Service also includes proactive monitoring of server and other application parameters such as CPU/HDD/RAM utilisation.

Essential Database Management Service is intended to provide support for all essential components of our mission critical database setup. However this support does not include day-to-day DBA administration. DBA Support will be extending only on the request of customer.

Please refer our “DMS – Features and Plans” for more information.

Enhanced Database Management- per server

Enhanced Database Management is comprehensive DBA management support package which covers day to day database monitoring and management as well as take proactive steps to ensure optimal performance of data.

Our DBA team will understand customers database environment, and will execute daily, weekly and monthly task as per the requirement and schedule defined by customer.

 Engaged Database Management (only for Oracle)

 Engaged as the word suggest will involve our complete engagement with customers requirement, database design and its performance matrix. A dedicated DBA member will be assigned to look after all the aspects of customers Database management and will be supported by backed complete Database team to ensure the customer has access to best in class database expertise right from design stages to development, maintenance, troubleshooting and life cycle management.

 DBA manager shall be responsible to manage and coordinate all technical / operations related activities. Tasks performed include understanding customer requirements, managing delivery of proactive services, escalation of reported incidents and issues, managing deployment of upgrades and updates for customer's environment, coordinate among different teams to get the required activities performed by backend team, and managing the complete setup end to end. The DBA Support manager will also participate in monthly / quarterly review meeting to take stock of new initiatives planned; support activity issues and SLA measurement, etc.

Database Design - DBA will work with the customer's developers to design table structures to meet the needs of the application. Database design is an often overlooked aspect of the development process. Often developers will design the database as they design screens and end up with a problematic database design. All Database schema will be maintained by the DBA.

Database Implementation - DBA will work with the customer to build their database from the ground up. DBA will build their database according to OFA (Oracle Flexible Architecture) standards to ensure maximum scalability and minimum I/O and disk contention. DBA will implement database objects (i.e. tables, indexes, stored procedures, etc) and ensure RDM (Relational Data Model) stays in synch with the production database.

 Technical Consulting - DBA will be available to answer customers' technical questions during normal business hours of operations. Security Design - DBA will aid developers in the design of a security plan. This might include database roles, creation of views for row level security, or any other database design that can aid to ensuring data remains secure. Security Implementation - DBA will implement and maintain the security methods around the database.

 Documentation - DBA will provide, on a monthly basis, reports and documentation containing the following information: Actions taken during the month, health of the database, recommendations for the future, general statistics outlining operational database metrics.

High Availability

• Data Guard
• Fail Safe / Failover Clusters
• Parallel Server
• Real Application Clusters
• Standby Databases

 DBA Hourly Assistance

This offering of services gives any Reliance customer access to our experienced DBA staff without having to buy the entire package. It also allows our "Database Management Service" customers the ability to purchase additional hours of services as per their requirement as and when needed.

Charge time for the same will be on the basis of actual time taken to perform the activity which is defined in ‘DMS - Features and Plans’.

The payment will be made by the customer on monthly basis in arrears on receipt of invoice to this effect from Reliance. Please note that in Hourly plan package support extended per request is extended in 1 hour slab only. Thus even if the time taken to perform activity is 0.15 hours / 15 minutes (as per DMS - Features and Plans matrix), customer will have to pay minimum for 1 hour. Also there is no carry forwarding of unused hour / time in whatsoever circumstances. Each request will be treated as separate activity and shall be charged on Hourly time slab basis.