professional
database
solutions
Ltd.
Caring for your SQL Server
environment
professional
database
solutions
Ltd.
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Testimonials |
Service Description Instant DBA Service is a service exclusively delivered by Professional Database Solutions (PDS), specifically designed for organisations that do not have a regular Database Administrator (DBA). This tailored, dedicated service enables you to take full advantage of the capabilities of Microsoft SQL Server, utilising its ease-of-use and low maintenance features, allowing you to concentrate your resources on other business activities. This service is particularly attractive to customers who lack the funds, opportunity, time or any other resource to employ, train and accommodate a permanent DBA. It provides access to the most experienced DBA’s within PDS who possess the highest level of technical expertise. All are certified to at least MCP (Microsoft Certified Professional) level and most are at MCDBA (Microsoft Certified Database Administrator) level. Utilising this service eliminates day-to-day worry of SQL Server issues resulting in complete peace of mind. PDS will be automatically notified should any problems emerge, thus providing you with the satisfaction and reassurance of a professionally managed database environment. FlexibilityThe IDBA Service provides an amalgamation of on-site Consultancy and telephone support, together with a remote access facility to correct problems and enhance your systems on-line, thus delivering an adaptable framework for comprehensive DBA support. ValueAiming to provide value for money is one of the most important objectives fulfilled by this service. The contract costs considerably less than employing a permanent DBA. Main Service Features
Health Checks Initial consultation will be followed by a system audit and a health check to ascertain your required level of support for your server(s) and to make recommendations to bring your systems to the required standard. Any amendments to your
operating system and SQL Server configuration will adhere to PDS standards.
The PDS standard configuration can be altered by customers as necessary to
comply with their own company policy provided there is no inhibition to the
provision of the service. You will be nominated 2 PDS consultants, a primary and secondary contact, to provide a high level of reliability. In the absence of your primary consultant the secondary DBA will provide cover. Regular E-mail MonitoringThe PDS consultant will receive notification of pre-configured events from SQL Server via e-mail. This is set up utilising the SQLMail facility integrated into SQL Server. The primary DBA consultant would take the appropriate action to resolve the error, either by client communication, remote access or on-site visit, adhering to agreed service levels. Events may be generated by SQL Server alerts, errors or SQL Agent Jobs. Monitoring of additional jobs and alerts can be organised with customer and PDS agreement On-Site DBA VisitsOperating system event logs, SQL Server and SQL Server Agent error logs will be investigated as part of the regular checks. Errors will be scrutinized and corrective action taken wherever possible, always keeping the customer informed before making significant changes. Meticulous examination of database backup status, growth and security will also be included in the regular system checks. Unplanned interruptions to service will be investigated and reported on. PDS will endeavour to maintain at least 90% database availability, excluding planned downtime. System maintenance will be undertaken during times of low usage to minimise disruption to your business. Planned downtime will be established in advance by agreement. If a site visit is deemed necessary to provide exceptional problem resolution, the minimum quantity of hours used for each visit is 7. In addition to the Regular System Checks, performance checks can be incorporated into on-site visits. Performance benchmarks can be established with the customer for use in monitoring over time. Your DBA Consultant will suggest enhancements to your system to improve performance, and identify potential bottlenecks and performance issues associated with peak usage. Thorough optimisations, integrity checks and backups will be performed regularly, according to agreed schedules. Security is vitally important to the maintenance of a secure system. Comprehensive assessments will be undertaken on request to ensure the security and protection of your data is not compromised. Customer System RequirementsThese are necessary before the service can function as intended. SQL Server ‘system Administrator’ role is required for the ‘IDBA’ login in order for complete diagnosis and corrective action to be taken as appropriate. The customers SQL Sever must have the connectivity to generate emails to be sent to PDS support. SQL mail will be set up by PDS. This will require a MAPI mail client. This can be Exchange client 5.3 or greater (including Outlook) or even non-Microsoft software such as Novell’s ‘Groupwise’. Remote access FacilityThrough the use of a remote access facility, the IDBA support contract allows your designated DBA consultant to manage your SQL Server system and apply amendments and enhancements without the inconvenience or expense of arranging a site visit.
Remote access will normally be via Microsoft Terminal Services using a
dedicated ‘IDBA’ login. This can be accessed via the internet or a
dialup line for better security if preferred. If the customer has an
alternative preference such as ‘PC Anywhere’ this can also be accommodated.
However the use of non Microsoft products may incur additional costs depending
on customers level of expertise. Remote Access ChecksRemote access checks are a safety feature to ensure access is available and the alert system is functioning. Permission is requested from the customer and remote logon is initiated via dialup or internet. Once connection has been established and Professional Database Solutions (PDS) can login to the live server a test email is generated. Providing the test email is received the check is then completed and session is logged out. If any significant problems are encountered a fault is logged and time is deducted from the support pool. Pool of Support HoursPart of the contract entitles you to an allocated amount of support hours to use for telephone problem resolution. Support hours allow you to
take advantage of our in-house DBA expertise, and identify an agreed solution
to queries concerning existing or potential issues. PDS will not use more than 1 hour per enquiry without prior authorisation. You are allowed an unlimited number of callers. ResponsibilitiesThe customer will be responsible for the administration of the network and the operating system. As PDS has expertise in this area we will be happy to assist wherever necessary. PDS will not have the ability to change any OS configuration after agreed actions resulting form the health check. This is determined by NT administrative rights and will not be required by PDS. PDS will take responsibility for the safe efficient operation of the SQL Server s/w, sometime referred to as the database engine. The customer will own the s/w licence and any associated login. Any changes made by the customer must be notified to PDS. This is determined by SQL Server ‘System Administrators’ server role and will be required by PDS at all times. PDS will keep the client informed of any changes to the operational configuration before implementing them, unless emergency circumstances dictate otherwise. The database will continue to be owned by the developer. This may either be the customer or an application provider. PDS will not make any changes to the schema without full discussion and authorisation. Likewise PDS will need to be informed of changes to database schemas as this may have an impact on operations. The authority for this role is dictated by the ‘db_owner’ database role within each owned database. Systems Administrator server role (super user within SQL Server) is not normally necessary but may be granted on request of the customer IDBA Service LevelsService is categorised into 3 levels – Standard, Enhanced and Comprehensive, each based on multiple databases one server. Standard ServiceStandard IDBA support is ideal for small and relatively inactive SQL Server installations. Such a system would typically be a small business run from home on a desktop PC with a database size of only a few hundred megabytes and only a few users. Two days (including audit/implementation day) on site would be scheduled six monthly or as agreed. Access checks will be carried out at quarterly intervals. Enhanced ServiceIn extension of the standard service package, enhanced support is perfect for larger companies who have a more complex database server. Typically the main database will be between 300MB and 1GB with anything up to a hundred users. This consists of quarterly DBA visits and 10 hours off-site to be used for support, development or consulting. Access checks will be carried out at monthly intervals. The enhanced and comprehensive services may need more than one day to audit, implement and test. Actions may arise over recommendations resulting from the audit. Some may need issues to be resolved before implementation so there is often a gap between audit and implementation. Access checks will be carried out monthly. Comprehensive ServiceElaborating on the enhanced IDBA service is the comprehensive support. Typically the database will be over 1GB but les than 10GB or there will be more than one server and have more than 100 users. Larger systems than this will be better served by a full time, on-site DBA and is therefore beyond the scope of IDBA. The comprehensive service scales up to 2 days initial setup, monthly DBA on-site visits, 20 hours off-site development or consulting. Access checks will be carried out at weekly intervals. Add on extrasIn addition to the three categories below the service provides for additional work to accommodate varying customer needs and operational circumstances. ·
Additional set up days @ £500/day This may be
required for additional or more complex systems. Instant DBA Contracts Summary
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