Service Level Detail
Bluewolf Remote DBA tackles complexities and prioritizes mission-critical database issues that are specific to the needs of each individual customer. We tailor priorities to each case, involving the client every step of the way.
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Below are examples of our response protocols and capabilities.
Priority One
Production Database down/unable to function; maximum thresholds unexpectedly exceeded; transactions failing.
Times of Operation - 7 days a week, 24 hours a day.
Response Time - 15 minutes from inquiry; working on issue immediately upon response
Priority Two
Non-production Database or component down/unable to function.
Times of Operation - 5 days a week, 8:00am-6:00pm EST
Response Time - 12 hours from inquiry; working on issue immediately upon response
Priority Three
Request for configuration; scheduled maintenance (patch, performance tuning, etc.) intermittent error that does not adversely effect on-going operation.
Times of Operation - 5 days a week, 8:00am-6:00pm EST
Response Time - 24 hour response; will begin working on task at agreed upon schedule with client
Priority Four
All other non-critical requests
Times of Operation - 5 days a week, 8:00am-6:00pm EST
Response Time - 5 day response; will begin working on task at agreed upon schedule with client
Improved Ticketing System
In our ongoing efforts to maintain the highest level of customer support for our Bluewolf Remote DBA clients, we constantly work to improve and expedite communication between you and your DBAs.
Our enhanced Ticketing System is benefiting customers by further streamlining communication, cutting down on response times, allowing for greater reporting capabilities, and giving direct access to clients. Bluewolf Remote DBA is also fully equipped to use a client's own ticketing system, if already in place.
Emergency Support
For emergency situations, Bluewolf Remote DBA clients have peace of mind with the Bluewolf Off-Hours Emergency Hotline. For off-hours emergencies, this hotline is the lifeline to your DBAs. In a mission-critical crisis, your primary and on-call DBAs can be notified immediately.
