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 Premium|
|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|
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".
SQLRDS Plus/Premium have built-in support hours per month to monitor the environment and attend to alerts.
## DBInsight can create new databases if directed by the customer. This is recommended if you have chosen a high availability add-on
The table below describes the support service levels for each SQLRDS service option.
|Support Service Item||SQLRDS Monitor||SQLRDS Standard||SQLRDS Plus||SQLRDS Premium|
|Support Timeframes||Mon-Fri 8:30am to 5:30pm||Mon-Fri 8:00am to 6:30 pm
Afterhours call out available
|Mon-Fri 8:00am to 6:30 pm
Afterhours call out available
|Mon-Fri 8:00am to 11:00 pm
Sat-Sun 9:00am to 11:00pm
|Response Time for Critical Alerts||Same Business Day||2 Hours on Same Business Day||1 Hour on Same Business Day||1 Hour on Same Business Day Mon-Fri
2 Hour on Same Day Sat-Sun
|Response Time for Non Critical Alerts||Next Business Day||Next Business Day||Same Business Day||Same Business Day Mon-Fri
Next Business Day Sat-Sun
To request support you can either :-
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