What We Do

For each SQLRDS service level there is a predefined list of management and support tasks that are covered by DBInsight DBAs. As you might expect, for the lower service levels the customer assumes more responsibilities, as the service level increases, more responsibilities are assigned to the DBInsight DBAs.

The table below outlines the responsibilities of DBInsight and the customer per SQLRDS service level.

SQLRDS Service Item

SQLRDS Monitor

SQLRDS Standard

SQLRDS Plus

SQLRDS Plus24

SQL Server Level optimised configuration

You

Us

Us

Us

Automated Database and Transaction Log Backup

You

Us

Us

Us

Windows/SQL Server patching

You

Us

Us

Us

Extend backup file retention for automated backups

You

Us

Us

Us

Automated Database Maintenance

You

Us

Us

Us

Deploy the Automated in-depth SQL Server monitoring

Us

Us

Us

Us

Deploy SQL Monitoring Web Portal to view alerts and performance data

Us

Us

Us

Us

Configure Automated daily alert report

Us

Us

Us

Us

Configure Automated weekly performance report

Us

Us

Us

Us

Configure SMS and Email SQL Server alerts

Us

Us

Us

Us

Configure High Availability

You

Us

Us

Us

Deploy database components e.g. Table changes, new indexes, stored procedures

You

You

You/Us

You/Us

Create new databases ##

You

You/Us

You/Us

You/Us

Restore databases for recovery

You

Us

Us

Us

Restore databases for development/investigation

You

You

Us

Us

Respond to alerts on backup failure

You

Us

Us

Us

Respond to alerts on database maintenance

You

Us

Us

Us

Respond to alerts on service down

You

Us

Us

Us

Respond to alerts on High Availability failure

You

Us

Us

Us

Respond to alerts on database configuration

You

Us

Us

Us

Respond to alerts on blocking locks

You

Us

Us

Us

Respond to alerts on performance threshold exception

You

Us

Us

Us

Respond to alerts on disk and/or database space exceptions

You

Us

Us

Us

Configure other applications on the server eg IIS

You

You

You

You

Built-in support hours per month &&

No

No

4 hours per month

10 hours per Month

 

More Information

At any stage you can contact DBInsight to attend to any of the items specified as "You", however, a charge will apply for the hours consumed.

Discounted 10, 20 and 40 Support hour blocks can be purchased to attend to items specified as �You� or to top up the monthly built-in support hours for SQLRDS Plus/Plus24.

&& SQLRDS Plus/Plus24 have built-in support hours per month that can be consumed to manage the environment, attend to all types of alerts and support requests. Unused built-in support hours are not accumulated/rolled over to the next month.

## DBInsight can create new databases if directed by the customer. This is recommended if you have chosen a high availability add-on

Support Service Levels

The table below describes the support service levels for each SQLRDS service option.

Support Service Item

SQLRDS Monitor

SQLRDS Standard

SQLRDS
Plus

SQLRDS Plus24

Support Timeframes

Mon-Fri
8:00am
to
5:30pm

Mon-Fri
8:00am
to
5:30pm

Mon-Fri
8:00am
to
5:30pm

Mon-Sun
24 x 7

Response Time for Critical Alerts

Same Business Day

4 Hours on Same Business Day

2 Hours on Same Business Day

1 Hour
on Same Day

Response Time for Non Critical Alerts

Next Business Day

Next Business Day

Same Business Day

Same Day

Requesting Support

To request support you can either :-

  1. Log into the SQLRDS Client Portal and log a support ticket.

  2. Contact the DBInsight operator on 1300 914 460 and provide your SQLRDS Client main email address, contact details , brief description of your request. This information is then forwarded to one of our On-Call/Support DBAs who will then contact you.