Managed Services
ServerCare has three support levels, plus three add-on options and a combination package:
BasicCareTM: This is our Time & Materials offering. No services or hours are included other than reactive, telephone or email based support during normal business hours. This option requires no setup fee or long-term commitment.
ExtendedCareTM: This is our most popular support level. It includes once a day monitoring on normal business days for up to 3 database instances, access to the ServerCare Helpdesk and web-based paging of ServerCare personnel, and 5 hours of DBA services per month to take care of any issues, upgrades, general support, etc. It has a one-time setup fee to configure the ServerCare library of monitoring scripts for your platform, including automated uploading of the output to the ServerCare Helpdesk.
Add-on Option 1: Database Analysis & Health Check – This is a one-time cost for a thorough initial analysis of the database and its environment. ServerCare personnel will run a variety of scripts and tools, and produce a detailed list of any problems found, along with criticality, proposed solution(s), and estimate of effort for each. If client would like ServerCare to perform any corrections, hours will be billed per the contract plan.
Add-on Option 2: 24/7 support – With this option, support is guaranteed for either of the above levels, 24 hours a day, 365 days a year, holidays included. Without this option and if it is available, support will be charged at an hourly rate.
Add-on Option 3: Real-time Alarming – With this option, ServerCare will configure your Oracle Enterprise Manager (OEM) product to monitor your environment for a variety of critical issues, and issue alarms when thresholds are exceeded directly to ServerCare personnel (and, optionally, client personnel as well). This ensures the fastest possible response time on any database issues, and minimizes potential downtime. If OEM is not currently installed in the client’s environment, ServerCare can perform an installation and configuration for a fixed cost.
CompleteCareTM: Includes all of the above in one convenient package at a discounted rate, with twice the included hours, free setup, and a free initial analysis. A minimum of a 6-month contract is required for this option.
For more information on any of our services or support, please contact us.
