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 Service Levels
Service Level Agreements

The quality of our service is guaranteed through our standard or customer defined service level agreements (SLAs). Through the SLAs, we guarantee the performance of all the critical functions required in Database Management and Support.

Project Service Description Performance level 
Database Availability   Average availability of all production databases
as covered in the contract. 		 Average agreed upon Percentage 
  Total Number of unscheduled outages covered by the contract Average agreed upon Percentage
Scheduled Downtime Total allocated to scheduled database downtime and not to exceeded Average agreed upon Time
Backup and Recovery Data will be properly backed up and recovered. Guidelines and procedures provided by the DBA Team  Monitored by the DBA Team
Problem Management  All clients defined documentation and problem tracking procedures will be followed. 100%
Change Management All clients defined change management procedures and documentation will be followed. Changes will be completed in mutually agreed time frames. 100% 
Database Monitoring All databases will be monitored for space and performance. 100%