What is DBA On-Demand’s overall approach or solution?

InterLocking Software’s DBA On-Demand service provides complete and reliable support for every aspect of managed database administration services. Few companies consider database administration to be a core competency, however, all companies utilize database to take orders, market their business, attract new customers and to deliver business automation. DBA On-Demand allows companies to focus on their core competencies while maximizing utilization of cutting-edge database technologies in a cost efficient manner.

InterLocking’s approach is to provide the best possible service and support for the unique business needs of each of our customers, at an affordable price.

What are the customer’s responsibilities?

The following responsibilities are to be performed by the customer:

• Clients must provide secure external access to their database servers, either via dedicated dial-in or secure connections over the Internet.
• Provide technical support upon request (i.e., restore database files from tape to disk, etc,).
• Review and evaluate database systems monthly report and provide authorization and schedule for pending items to be worked.

What are the levels of expertise and what are the requirements that you will have of our staff to assist you in successfully performing remote DBA services?

InterLocking has historically crafted a working relationship with a wide variety of system experts from novices to industry leading experts, but anticipates that the customer will not need to devote anyone other than a network administrator and/or junior level DBA to support DBA On-Demand operations.

What experience does your company have in providing remote database support services?

InterLocking’s DBA On-Demand group is the demonstrated leader in remote database administration. With over 10 years of experience providing remote or on-site DBA services to a variety of clients, our DBA On-Demand group has been able to fine-tune the processes to best serve each clients needs.

What does monitoring entail?

Monitoring is considered the most important aspect of our service. We ensure the primary, secondary, and supplemental backup systems/methods are established and fully functional at all times. In this respect, DBA On-Demand would make certain scheduled hot and/or cold backups, RMAN backups, exports (including data pump exports) are executing properly and completing successfully without errors. We also ensure that an appropriate reserve of archived redo logs are maintained on disk to provide for an expeditious database recovery, if necessary.

Monitoring includes the review of database alert log for oracle errors (i.e., ORA-00600, ORA-07445, etc) and other indicators of potential database issues (i.e., crash recovery, trace file generation for critical and non-critical database issue, checkpoints not completing, etc).

What software tools and procedures do you employ to resolve db problems? Is additional hardware necessary?

InterLocking’s DBA On-Demand rarely uses third party software tools for resolving database problems, with a few exceptions. No additional hardware will be required. Our support services have been designed such that they can be provided at a low cost without the inconvenience of additional mechanisms to occur outside of the core service.

Describe how problems identified by the customer are handled and your escalation process.

For immediate emergency assistance we have a staff of 24 hour on-call experts to provide you with expert support with any emergency task.

When a customer becomes alerted to a problem, it is advised to call the DBA Hotline or page the on-call DBA directly for emergency situations. DBA On-Demand response time is guaranteed within 30 minutes, but is typically between 5 and 10 minutes on average. Being responsive to our customers needs at any time of the day is one of our core service ideologies. You will receive100% coverage by a team of database experts for a service fee that is on average 50% less than the costs to retain a full-time, junior DBA.

Describe how problems identified during routine monitoring are handled.

During the routine monitoring of database systems, the analysis process may reveal issues requiring non-emergency corrective action. InterLocking’s DBA On-Demand will recommend appropriate corrective actions to maintain database reliability, enhance recoverability, and/or improve performance to the customer’s DBA for review. Any issue that can be corrected with minimal effort and with no impact to the database or users will be completed upon discovery at no additional cost to the customer. Issues requiring corrective action that may impact database performance and/or availability will be identified on the Database System Status Report. The scheduled completion of open items will be coordinated with the DBA On-Demand customer. InterLocking’s DBA On-Demand will only complete tasks authorized by the customer.

What has your company done to ensure continued, uninterrupted DBA service?

InterLocking’s DBA On-Demand group has consistently provided (as part of all packages) 24x7 support, 365 days a year to all DBA On-Demand customers. During the typical business hours from 7 AM to 5 PM PST, a minimum of 1 DBA (most often 2) will be covering DBA On-Demand operations from the corporate headquarters. During after-hours periods (5 PM to 7 AM PST Monday through Friday), weekends, and holidays a DBA is always on call, available to support you.

How do you assure your customers of data security and privacy?

InterLocking’s DBA On-Demand operation is fully protected by a firewall system. DBA On-Demand operations typically require us to only have data about your database (i.e. metadata) but not the actual data or database.

Is DBA On-Demand for everyone?

You may want to consider DBA On-Demand if you:

• Require DBA services, but do not have a need for a full time DBA.
• Are going through a major conversion or implementation.
• Would like to spend more time on core business initiatives.
• Have a 24x7 operation and need to better automate some of the DBA tasks
• Do not have the time to be looking for and retraining a new DBA every ten months (which is the average turnover rate for a DBA).
• Are going through a major database upgrade.
• Need structured database policies and procedures.
• Are looking for a remote DBA service with senior database administrators that have decades of experience with databases being used by mission critical applications.
• Have a current DBA who is swamped and needs some relief.

Describe the structure and experience of the team assigned to support the customer account.

Each member of the DBA On-Demand staff qualifies as a senior level DBA. The team is structured to allow for overlapping areas of responsibility and expertise in mind, thus allowing for a wide knowledge-base and the best information and solution network available. You receive 100% coverage by a team of expert DBA’s with a wide range of database experience.