SUPPORT
Service: Operational Customer
Service (OCS)
Premier Customer
Service (PCS)
Advanced Customer
Service (ACS)
Support Hours 8 AM to 6 PM (Mon-Fri) 8 AM to 6 PM (Mon-Sun) 24 X 7
Technical Response Time 30 minutes 15 minutes Immediate
Proactive Monitoring Yes Yes Yes
Minimum contract period 12 months 6 months 3 month
Production databases supported 2 Databases 2 Databases Upto 4 Databases
Full healthchecks Yes Yes Yes
Service ON DEMAND Yes Yes Yes
SQL Tuning Yes Yes Yes
Performance Tuning No Yes Yes
Backup/Recovery Strategy & Maintenance No Yes Yes
RAC Configuration & Management No Yes Yes
Standby Configuration & Management No Yes Yes
Manual Checks No Yes Yes
Upgrades & Patching No Yes Yes
OOH Maintenance No Yes Yes
Capacity Planning No Yes Yes
Testing & Application of Oracle Security Patches No Yes Yes
DBA Help Desk No Yes Yes
Database Design, Installation & Configuration No No Yes
DBA Scripting No No Yes
IT Strategy Advice and Guidance No No Yes
Support for Bespoke Applications No No Yes
Dedicated DBAs No No Yes
Management reporting No No Yes
Database Security Enhancements No No Yes
Programming/Development No No Yes
Database Replication No No Yes
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