IT Manager, Education"We run an Oracle 9i and Oracle 10g database arrangement and either I or one of my DBAs contacts Xynomix fairly regularly to discuss the various projects that we have in progress. They have been particularly helpful with the planning for a shift to a semi-virtualised environment. We keep challenging them, but they always know their stuff!"
Xynomix’ ‘Second-Line Support’ Services for Oracle are delivered to each client’s specification. However, the information below provides a good idea of the different options that are avaiable for service delivery.
If your DBA team is fairly small a support contract can be put in place that gives you access to a team of dedicated DBAs that are made available when you want them, with a guaranteed 30 minute response time.
You define the hours of your contract…for example, if the database usage of your organisation peaks between 9am and 1pm; or you have administrative projects scheduled for the first few days of each month, you can choose to draw on our resources at those specific times and we will always make them available for you.
You will not end up paying for Oracle support that you don’t use and, of course, we will be happy to help outside of your contracted hours as much as we can.
You can call Xynomix’ Oracle Support desk at any time during normal working hours and our Oracle DBA and Consultancy team will be scheduled to assist you remotely until the problem is resolved.
If the issue cannot be resolved remotely, an Oracle DBA can be despatched to site to work on the issue until its resolution.
Contracted Second-Line Support Clients are given a direct, standard-rate telephone number to Xynomix’ Oracle Support desk during office hours, which is redirected to a senior DBA for out of hours advice and technical support.
For Ad-Hoc Second-Line Oracle Support, Xynomix DBAs are available on 0845 222 9600 during normal office hours and will usually be able to assist you within 30 minutes.
The majority of ‘Second-Line’ Support can be delivered remotely and is as effective and secure as having a team of DBAs sitting in the next server room.
Xynomix DBAs can access your system remotely to deal with more complex problems or to actively assist with Installations, Migrations, Tuning, Upgrades and Patching.
