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37820 - Database Management |
Database Specialist
Service Description
Custom tailored database support services by a Database Specialist may be requested
by customers on an ad-hoc basis. These services will be provided to customers after
a written request is received by Data Resource Management (DRM) and the specific
requirements identified in the request are agreed upon and approved by both DRM
management and the customer.
Types of Services Available
- Database table maintenance
- Backups, Recovery
- Disaster Recovery support
- Monitoring and tuning of the DBMS environment
- DBMS software installation and maintenance
- DBMS customization and configuration
- Troubleshooting and problem resolution
- Logical application database design and physical application database implementation
- Meet with auditors (when required)
- 24x7 on-call support
The customer must provide the Database Specialist with the appropriate level of
access to the customer database environments as well as any technical and systems
documentation available, which may be necessary to perform the services being requested.
Hours of Availability
The Database Specialists are available on Monday through Friday from 7 a.m. to 5
p.m. If required, off-hours Database Specialist support may be negotiated.
Customer Responsibilities
Customers will have the following responsibilities with regard to utilizing customized
Database Specialist support services:
- Authorizing activities in support of their Datacom/DB, Domino, Oracle, MS SQL Server
environments
- Contacting the ISD Service Desk at 602-364-4444 for assistance or technical support
in the use of or in the event of issues arising in their Datacom/DB, Domino, Oracle,
MS SQL Server environment
- Paying all fees associated with the use of the service How do we Charge See ISD
Rate Sheet for applicable charges.
Key Performance Indicator(s)
- Complete request per agreed upon schedule.
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Server Data Base Support – Primary - MS SQL Server |
Service Description
The MS SQL Server Database (commonly referred to as SQL Server), a relational database
management system (RDBMS) software product released by Microsoft Corporation, may
be administered by Data Resource Management (DRM) by customer request.
Services
• Database table maintenance
• Backups, Recovery
• Disaster Recovery support (if requested in ISA)
• Monitoring and tuning of the DBMS environment
• DBMS software installation and maintenance
• DBMS customization and configuration
• Troubleshooting and problem resolution
• Logical application database design and physical application database implementation
• Meet with auditors (as required)
• 24x7 on-call support
The MS SQL Server environments will be located on servers located in the ISD Data
Center. Users may utilize applications accessing back-end MS SQL Server databases
provided the appropriate level of access has been authorized by the application/data
owner.
Hours of Availability
The MS SQL Server environments are available according to customer requirements,
excluding maintenance windows. Maintenance is performed on a regular basis during
the downtime window on Sunday evenings. There are also regularly scheduled technical
support maintenance windows, which are communicated during ISD’s Change Advisory
Board (CAB) meetings. The maintenance windows allow the installation of major or
user impacting system and database software updates or upgrades. ISD will provide
users a minimum of 5 days advanced notice prior to the implementation of any scheduled
user impacting maintenance.
Customer Responsibilities
Customers will have the following responsibilities with regards to utilizing the
Datacom/DB support services:
- Authorizing activities in support of their MS SQL Server database environment
- Contacting the ISD Service Desk at 602-364-4444 for assistance or technical support
in the use of or in the event of issues with the MS SQL Server database environment
- Paying all fees associated with the use of service
How do we Charge
There are Primary and Secondary rates associated with billing for administration
support for MS SQL Server environments. Primary rates apply for the installation
of the MS SQL Server software and one application database. Secondary rates apply
for any additional application databases created in the environment. See ISD Rate
Sheet for applicable charges. Key Performance Indicator(s)
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Server Data Base Support – Primary - Oracle |
Service Description
The Oracle Database (commonly referred to as Oracle RDBMS or simply as
Oracle), a relational database management system (RDBMS) software product released
by Oracle Corporation, may be administered by Data Resource Management (DRM) by
customer request.
Services
- Database table maintenance
- Backups, Recovery
- Disaster Recovery support (if requested in ISA)
- Monitoring and tuning of the Domino environment
- Domino software installation and maintenance
- Domino customization and configuration
- Troubleshooting and problem resolution
- Meet with auditors (as required)
- 24x7 on-call support
The Oracle environments will be located on servers located in the ISD Data Center.
Users may utilize applications accessing back-end Oracle databases provided the
appropriate level of access has been authorized by the application/data owner. Hours
of Availability The Oracle environments are available according to customer requirements,
excluding maintenance windows. Maintenance is performed on a regular basis during
the downtime window on Sunday evenings. There are also regularly scheduled technical
support maintenance windows, which are communicated during ISD’s Change Advisory
Board (CAB) meetings. The maintenance windows allow the installation of major or
user impacting system and database software updates or upgrades. ISD will provide
users a minimum of 5 days advanced notice prior to the implementation of any scheduled
user impacting maintenance. Customer Responsibilities Customers will have the following
responsibilities with regards to utilizing the Datacom/DB support services:
- Authorizing activities in support of their Oracle database environment
- Contacting the ISD Service Desk at 602-364-4444 for assistance or technical support
in the use of or in the event of issues with the Oracle database environment
- Paying all fees associated with the use of service
How do we Charge
There are Primary and Secondary rates associated with billing for administration
support for Oracle environments. Primary rates apply for the installation of the
Oracle DBMS software and one application database/schema. Secondary rates apply
for any additional application database/schemas created in the environment. See
ISD Rate Sheet for applicable charges.
Key Performance Indicator(s)
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Server Data Base Support – Primary (Notes/Domino Administration Services) |
Service Description
Lotus Notes and Domino are collaboration software. Notes is the email, calendar
& scheduling, and information management client. Domino is the integrated messaging,
collaboration, and Web application server, which may be administered by Data Resource
Management (DRM) by customer request.
Services
- Database table maintenance
- Backups, Recovery
- Disaster Recovery support (if requested in ISA)
- Monitoring and tuning of the Domino environment
- Domino software installation and maintenance
- Domino customization and configuration
- Troubleshooting and problem resolution
- Meet with auditors (as required)
- 24x7 on-call support
The Domino environments will be located on servers located in the ISD Data Center.
Users may utilize applications accessing back-end Domino databases provided the
appropriate level of access has been authorized by the application/data owner.
Hours of Availability
The Domino environments are available according to customer requirements, excluding
maintenance windows. Maintenance is performed on a regular basis during the downtime
window on Sunday evenings. There are also regularly scheduled technical support
maintenance windows, which are communicated during ISD’s Change Advisory Board (CAB)
meetings. The maintenance windows allow the installation of major or user impacting
system and database software updates or upgrades. ISD will provide users a minimum
of 5 days advanced notice prior to the implementation of any scheduled user impacting
maintenance.
Customer Responsibilities
Customers will have the following responsibilities with regards to utilizing the
Domino administration support services:
- Authorizing activities in support of their Domino environment
- Contacting the ISD Service Desk at 602-364-4444 for assistance or technical support
in the use of or in the event of issues with the Domino database environment
- Paying all fees associated with the use of service
How do we Charge
There are Primary and Secondary rates associated with billing for administration
support for Domino environments. Primary rates apply for the installation of the
Domino software and one application database. Secondary rates apply for any additional
application databases created in the environment. See ISD Rate Sheet for applicable
charges.
Key Performance Indicator(s)
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Server Data Base Support – Secondary - MS SQL Server |
Service Description
The MS SQL Server Database (commonly referred to as SQL Server), a relational database
management system (RDBMS) software product released by Microsoft Corporation, may
be administered by Data Resource Management (DRM) by customer request.
Services
- Database table maintenance
- Backups, Recovery
- Disaster Recovery support (if requested in ISA)
- Monitoring and tuning of the DBMS environment
- DBMS software installation and maintenance
- DBMS customization and configuration
- Troubleshooting and problem resolution
- Logical application database design and physical application database implementation
- Meet with auditors (as required)
- 24x7 on-call support
The MS SQL Server environments will be located on servers located in the ISD Data
Center. Users may utilize applications accessing back-end MS SQL Server databases
provided the appropriate level of access has been authorized by the application/data
owner. Hours of Availability The MS SQL Server environments are available according
to customer requirements, excluding maintenance windows. Maintenance is performed
on a regular basis during the downtime window on Sunday evenings. There are also
regularly scheduled technical support maintenance windows, which are communicated
during ISD’s Change Advisory Board (CAB) meetings. The maintenance windows allow
the installation of major or user impacting system and database software updates
or upgrades. ISD will provide users a minimum of 5 days advanced notice prior to
the implementation of any scheduled user impacting maintenance. Customer Responsibilities
Customers will have the following responsibilities with regards to utilizing the
Datacom/DB support services:
• Authorizing activities in support of their MS SQL Server database environment
• Contacting the ISD Service Desk at 602-364-4444 for assistance or technical support
in the use of or in the event of issues with the MS SQL Server database environment
• Paying all fees associated with the use of service How do we Charge There are
Primary and Secondary rates associated with billing for administration support for
MS SQL Server environments. Primary rates apply for the installation of the MS SQL
Server software and one application database. Secondary rates apply for any additional
application databases created in the environment. See ISD Rate Sheet for applicable
charges.
Key Performance Indicator(s)
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Server Data Base Support – Secondary - Oracle |
Service Description
The Oracle Database (commonly referred to as Oracle RDBMS or simply as Oracle),
a relational database management system (RDBMS) software product released by Oracle
Corporation, may be administered by Data Resource Management (DRM) by customer request.
Services
- Database table maintenance
- Backups, Recovery
- Disaster Recovery support (if requested in ISA)
- Monitoring and tuning of the DBMS environment
- DBMS software installation and maintenance
- DBMS customization and configuration
- Troubleshooting and problem resolution
- Logical application database design and physical application database implementation
- Meet with auditors (as required)
- 24x7 on-call support
The Oracle environments will be located on servers located in the ISD Data Center.
Users may utilize applications accessing back-end Oracle databases provided the
appropriate level of access has been authorized by the application/data owner.
Hours of Availability
The Oracle environments are available according to customer requirements, excluding
maintenance windows. Maintenance is performed on a regular basis during the downtime
window on Sunday evenings. There are also regularly scheduled technical support
maintenance windows, which are communicated during ISD’s Change Advisory Board (CAB)
meetings. The maintenance windows allow the installation of major or user impacting
system and database software updates or upgrades. ISD will provide users a minimum
of 5 days advanced notice prior to the implementation of any scheduled user impacting
maintenance.
Customer Responsibilities
Customers will have the following responsibilities with regards to utilizing the
Datacom/DB support services:
- Authorizing activities in support of their Oracle database environment
- Contacting the ISD Service Desk at 602-364-4444 for assistance or technical support
in the use of or in the event of issues with the Oracle database environment
- Paying all fees associated with the use of service
How do we Charge
There are Primary and Secondary rates associated with billing for administration
support for Oracle environments. Primary rates apply for the installation of the
Oracle DBMS software and one application database/schema. Secondary rates apply
for any additional application database/schemas created in the environment. See
ISD Rate Sheet for applicable charges.
Key Performance Indicator(s)
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Server Data Base Support – Secondary (Notes/Domino Administration Services) |
Service Description
Lotus Notes and Domino are collaboration software. Notes is the email, calendar
& scheduling, and information management client. Domino is the integrated messaging,
collaboration, and Web application server, which may be administered by Data Resource
Management (DRM) by customer request.
Services
- Database table maintenance
- Backups, Recovery
- Disaster Recovery support (if requested in ISA)
- Monitoring and tuning of the Domino environment
- Domino software installation and maintenance
- Domino customization and configuration
- Troubleshooting and problem resolution
- Meet with auditors (as required)
- 24x7 on-call support
The Domino environments will be located on servers located in the ISD Data Center.
Users may utilize applications accessing back-end Domino databases provided the
appropriate level of access has been authorized by the application/data owner.
Hours of Availability
The Domino environments are available according to customer requirements, excluding
maintenance windows. Maintenance is performed on a regular basis during the downtime
window on Sunday evenings. There are also regularly scheduled technical support
maintenance windows, which are communicated during ISD’s Change Advisory Board (CAB)
meetings. The maintenance windows allow the installation of major or user impacting
system and database software updates or upgrades. ISD will provide users a minimum
of 5 days advanced notice prior to the implementation of any scheduled user impacting
maintenance.
Customer Responsibilities
Customers will have the following responsibilities with regards to utilizing the
Domino administration support services:
- Authorizing activities in support of their Domino environment
- Contacting the ISD Service Desk at 602-364-4444 for assistance or technical support
in the use of or in the event of issues with the Domino database environment
- Paying all fees associated with the use of service
How do we Charge
There are Primary and Secondary rates associated with billing for administration
support for Domino environments. Primary rates apply for the installation of the
Domino software and one application database. Secondary rates apply for any additional
application databases created in the environment. See ISD Rate Sheet for applicable
charges.
Key Performance Indicator(s)
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