Perform typical SQL Server Administrator (DBA) tasks such as performance monitoring and tuning; login and user security management; backups and restores; moving databases; index defragmentation; log review
SQL Server Administration is a background service provided by ITS.
Creation and installation of databases for locally developed or third-party applications.
Work with functional users and third party vendors to determine appropriate installation and configuration needs.
Rates / Cost of Use
Once installed, databases tend to be available 24 hours a day, 7 days a week.
Determined by security.
How does a user request assistance for the service? Via FredQuest.
Who can ask for certain aspects of assistance?
Users do not typically ask for assistance directly with database, but rather with front end applications that interface with a database back end. However, analysis may show that the problem is in the database.
Development or vetting of third party products requires substantial up-front time. Late requests for immediate needs are not advisable as they generally cannot be met successfully or end up being met by inadequately vetted third party products. Depending on the complexity of the business need, advance requests should be in the range of many months for new services.
Modifications to existing services also take analysis as what appears to be simple may indeed not be simple at all. Adequate time is one of the keys to allowing us to provide the right kind of service and meeting the business need.
If there is interruption in service due to server issues, bugs or undetermined factors, attention to such issues will be as soon as priorities allow. The priority level of all sql databases is not equal, so the SLA will be somewhat based on what else is happening at the time and a sense of how critical a particular application is. Generally, responses to problems are speedy.
Requests for changes can be made via FredQuest and should allow adequate time for analysis, collaborative discussion and implementation.
This would include updates to third party applications when the vendor releases such.
Assigned Primary Support
Assigned Secondary Support
Who is responsible, accountable, consulted and informed for each function of your service?