This offering provides a complete end-to-end service for the administration of Oracle and Microsoft SQLServer Databases, including maintenance, monitoring, and backup.
University IT delivers Oracle and Microsoft SQL Server Database Administration services to the Stanford community. University IT delivers transparent services, which provide the highest degree of reliability, accountability, and security while maintaining cost effectiveness.
The Database Administration services provide 24x7 support of production databases, and 9x5 support of development and test databases. In addition to the typical day to day administrative or maintenance activities, production databases are continuously monitored to detect potential problems in order to proactively address issues before service is affected.
The service also proactively applies security patches, tunes production database environments, rapidly responds to critical issues, ensures backup and recovery capabilities, prevents database outages, and works directly with the client to solve database issues. Included in the service is the upgrade to new releases as requested by the client or as needed to avoid being out of Oracle software support.
Description of Services
University IT will assist the client by reviewing plans pertaining to database capacity, performance, backups and testing, and will make appropriate recommendations to ensure adherence to best practices.
Installation and Deployment
University IT is responsible for veritying database function and backups upon deployment and when changes are applied. The client is responsible for verifying application functionality.
The Database Administration service includes the following activities and tasks as part of ongoing support:
- Client Access Portal
- 7 x 24 Monitoring and Alerting
- Database Service Desk
- Database Metrics and Reporting
- Service Level Agreements
- Database Backup & Recovery
- Storage Management
- Data (Schema) Management
- Patch Management
- Database Management
- User Management & Security
- Problem Detection and Resolution
- Performance Tuning
- Database Upgrades
- Failed Jobs
Clients can request changes to the setup or management of their databases as follows:
1. Open a ticket on http://helpsu.stanford.edu
a. Request Category: Billable Services
b. Request Type: Database Administration Services
Monitoring and Alerting
The service is proactive in that it utilizes a suite of tools that can predict imminent failures and alert of any database errors or warnings. All production databases are monitored 7x24. All development databases are monitored 5x9.
Monitoring activities include the following areas:
- Storage Management
- Alert Log Monitoring
- System Resource Usage
Additional areas can be monitored as requested by the client.
Monitoring alerts age differently from clients requests because a problem has been detected in the environment. Different types of alerts can have a different urgency, although they have the same Priority Level name as those used for Client Requests.
Most alerts are responded to within 1 hr. We allow a 2 hr response window for 5x9 Support databases.
|Priority Level||24x7 Support Respond Within||9x5 Support Respond Within|
|Critical||1 hour||2 hours|
|High||1 hour||2 hours|
|Medium||1 hour||2 hours|
|Low||2 hours||2 hours|
Note (Oracle): Low priority for Alerts is generally used for Backup monitoring reports, pre-emptive space warnings, and non-critical Alert log errors.
The Responsibility Matrix indicates whether University IT or the client is ultimately responsible for performing the listed task. In instances where there are check marks (✓) in both columns, both the client and University IT must coordinate their efforts to ensure the successful completion of the task. It is not the intent of any Responsibility Matrix to absolutely define every process, function or task performed as a contracted function.
|Database Administration||CLIENT||University IT|
|Physical database design||✓|
|Database planning and reviews||✓||✓|
|Development server/instance setup||✓|
|Database construction services||✓|
|Application database call analysis||✓||✓|
|Production server/instance setup||✓|
|Benchmark and testing||✓||✓|
|Test and production object migration||✓||✓|
|Backup and recovery||✓|
|Database performance monitoring and tuning||✓|
|Database space utilization and growth monitoring||✓|
|Troubleshooting and on-call support||✓||✓|