Products Service Level Agreements (SLAs) Options & Extensions
Options & Extensions
7x24
This extension enables the coverage of outside hours / non-business hours. These include night hours (6 p.m. – 8 a.m.), weekends (Saturdays and Sundays), and public holidays. Outside hours support is provided by consultants from either dbi services Basel Area or dbi services Lausanne, depending on the customer's affiliation.
For a dbi FlexService +++ contract, outside hours / non-business hours coverage is limited to the services offered in dbi FlexService ++.
High Availability
This extension includes the servicing of high availability or scalability systems such as failover clusters, Oracle Data Guard, and Oracle Real Application Clusters (RAC) as part of the respective dbi FlexService SLA contract. It is mandatory for customers having high availability architectures installed, as specified above. It implies higher technical requirements and involves specific intervention and administration methods.
Keep up-to-date
With this extension, customers benefit from the installation by dbi services of Critical Patch Updates (CPUs) and Patch Set Updates (PSUs). These updates are supplied by Oracle for all its databases. The number of CPUs/PSUs installed each year will be defined with the customer.
Any new CPUs/PSUs will first be installed and tested in a validation environment by dbi services to ensure compatibility with the application. Remote access is necessary for installation, also in case of a dbi FlexService + contract. There will be no surcharge of CPU/PSU implementation time for customers choosing this option.
Operating System
This extension includes the supervision and administration of the database servers' Operating System(s) as part of the dbi FlexService SLA contract. The supported Operating Systems are:
- Red Hat Enterprise Server
- Suse Linux Enterprise Server
- Oracle Linux Enterprise
Middleware Module Management
This extension includes the supervision and administration of Middleware modules or add-ons as part of a dbi FlexService SLA Middleware contract. The following modules are supported: Documentum Full-text Server, Documentum CTS/DTS, and Documentum Webapps Server.
dbi fidelity
dbi fidelity is the dbi services incentive program. It is optional and features a great number of benefits for customers having signed a dbi FlexService SLA contract:
- 12 hours of SLA service time per year!
- 15 % discount on all services offered by dbi services (except yearly SLA contract)!
- Free access to all dbi services tools!
Activity Packages: 12h · 24h · 36h · 48h · 60h
By choosing one of the Activity Package options, you will acquire 12, 24, 36, 48, or 60 hours of SLA service time in advance - while profiting from a special discount. Unused hours are transferred to the following year, so no service time is lost!
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