Support Levels

Three levels of support are offered for Database Hosting, as described below.

Bronze level: Best effort database installation, configuration, and upgrade help

  • Support database service (M-F, 9 a.m. – 5 p.m., best effort)
  • Assess initial requirements
  • Create database(s)
  • Charge per hour

Silver level includes bronze level features plus the following:

  • Support database service (M-F 9 a.m. – 5 p.m., response within 1 business day)
  • Assess ongoing storage requirements
  • Consult on file, table structure, and indexing needs; help create the database table spaces and schema owners
  • Configure and tune database instances
  • Monitor and manage databases
  • Provide periodic health check
  • Back up database at standard intervals
  • Apply database patches and upgrades in consultation with application administrators
  • Offer compliance and regulator review
  • Provide client reports

Gold level is a custom set of features, chosen in consultation with IS&T from the bronze and sliver levels. Features may also include:

  • Support services (24 X 7, limited service 12 a.m. – 6 a.m.)
  • Recommend and implement proactive tuning activities

Costs

Costs are determined on a case by case basis. Factors considered include the size of the configuration, the required manpower, the length of the contract, and desired response time. Please contact IS&T for more information.

Database Support Packages Bronze Silver Gold
Support database services (M-F, 9 a.m. – 5 p.m., best effort) X X X
Assess initial requirements X X X
Install database software in IS&T managed environments X X X
Create databases X X X
Charge per hour for additional support X
Provide DBA support within 1 business day X X
Consult on file, table structure, and indexing needs X X
Configure and tune database instances X X
Monitor and manage databases X X
Back up database at standard intervals X X
Apply database patches and upgrades in consultation with application admins X X
Provide periodic health check X X
Offer compliance and regulatory review X X
Provide client reports X X
Support services 24 X 7 X
Recommend and implement proactive tuning activities X