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Database Hosting - Service Level Agreement

Objectives And Scope

Storing a large amount of data scattered amongst multiple servers, devices and/or applications such as Microsoft Excel and Microsoft Access is expensive and inefficient to operate securely and redundantly. The shared database hosting model offers a centrally located large database that can be shared by multiple applications, servers and customers within a secure fault tolerant environment. For large database instances a dedicated database hosting option is offered. ITS hosts both MS SQL Server and Oracle database for both shared and dedicated products.

Volume

Oracle:

  • Basic: Shared data services 2 GB or less
  • Enhanced: Oracle for DB less 2 GB or less dedicated

Microsoft:

  • Basic: 3 GB or larger
  • Enhanced: 10 GB or larger

Availability

Databases within ITS control are expected to be available outside a two-hour weekly maintenance window. Often, maintenance does not affect availability, but if it might, there will be advance notice.

ITS cannot guarantee service levels when faced with circumstances beyond our control. This includes, but is not limited to:

  • Natural or man-made disasters
  • Electrical or network outages or disruptions
  • Equipment failure unrelated to abuse or neglect
  • Attacks on the WCMC network

Quality

What Is Included - Basic Service

  • Oracle Shared
    • Shared for databases <2GB data
    • Initial consultation for fit with shared product
    • Oracle 10g RAC
    • Your own database schema
    • Full permission to data within your schema
    • Ongoing query optimization advice
    • Nightly backups (weekly full | daily incremental)
    • Ability to restore data from up to 3 months
    • Secure environment
    • Support from 7AM-7PM Monday thru Friday, with best effort support for system interruptions during after-hours.
  • Microsoft SQL Shared
    • Shared for databases <3GB data:
    • Initial consultation for fit with shared product
    • Latest supported version of Microsoft SQL Enterprise Version
    • Your own database schema
    • Full permission to data within your schema
    • Up to 5 databases (totaling <3GB)
    • Up to 1GB of physical memory
    • Anti-virus protection (OS)
    • Nightly backups (weekly full | daily incremental)
    • Ability to restore data from up to 3 months
    • Patching for SQL Server
    • Support from 7AM-7PM Monday thru Friday, with best effort support for system interruptions during after-hours.

What Is Included - Enhanced Service

  • Oracle Dedicated
    • Database size > 2 GB:
    • Initial consultation for dedicated design
    • Dedicated Oracle version 9 or version 10
    • Managed hosting of the dedicated server utilizing IBM AIX or Sun Solaris
    • Managing the selected Oracle DB software
    • Ongoing query optimization advice
    • Nightly backups (weekly full | daily incremental)
    • Restore from last 3 months
    • Secure environment
    • Support from 7AM-7PM Monday thru Friday, with best effort support for system interruptions during after-hours.
  • Microsoft SQL Dedicated
    • Database size > 10GB:
    • Initial consultation for dedicated design
    • Dedicated Microsoft SQL Server with latest supported version
    • Managed hosting of dedicated server hardware using Microsoft Server 2005
    • Managing the selected Microsoft SQL Server DB software
    • Ongoing query optimization advice
    • Nightly backups (weekly full | daily incremental)
    • Ability to restore data from up to 3 months
    • Secure environment
    • Support from 7AM-7PM Monday thru Friday, with best effort support for system interruptions during after-hours.

System Responsiveness

For simple DBs, response time to receive/see data can be 5 seconds average. For larger DBs, this can be 5-15 seconds average. Other criteria exists for any size DB that can have response time of several hours, and this is known to stakeholders and end users. Such criteria may include: Running many computations or lack of indexes.

Payment

  • Basic: Oracle Shared
    • Price varies based on size and complexity
  • Basic: Microsoft Shared
    • $5,000 annually
    • $3,000 annually for up to an additional 5 databases collectively totaling less than 3GB storage and 1GB of physical memory
  • Enhanced: Oracle Dedicated
    • Price varies based on size and complexity
  • Enhanced: Microsoft Dedicated
    • Price varies based on size and complexity

Need Help?

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(212) 746-4878
Monday-Friday
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