DbvisitProtect - Dbvisit Software Support Service Level Schedule
DbvisitProtect is our annual support and maintenance service. It ensures you have access
to the latest version of our software and the full resources of Dbvisit technical experts to
help you quickly and efficiently resolve any issues encountered with the use our software.
There are two Support options avaliable that apply across all Dbvisit products.
1. DbvisitProtect Standard Support
Our comprehensive standard support service includes;
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Full logging and resolution of issues and support requests
Email, GoTo Meeting, and web channels
Downloading our standard product patches
The right to download and use new Software versions
Full access to our new product functionality and enhancements
Comprehensive Service Levels defined
2. DbvisitProtect Premium Support Uplift
For our customers with mission critical requirements who cannot afford any downtime we
have available our Premium Support uplift option.
This service puts your support team in touch with our experts via telephone within 15
minutes at any time of the day or night for Priority 1 incidents.
Premium support delivers all the benefits of Standard Suport as well as;
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Full 24 x 7 x 365 Priority 1 incident coverage
A 15 minute response time for Priority 1 incidents
A dedicated telephone support number
Experienced Oracle DBA’s to provide you critical assistance when you really need it.
Comprehensive Service Levels defined
Support Policy
Dbvisit will provide full support and product fixes for the current release (e.g. 7.2.x) and the
immediate prior release of our products (e.g. 7.1.z where z is the last point release). If we
have resources available we will attempt to answer questions on earlier releases.
Dbvisit products are designed to run on Oracle supported releases of Oracle Databases.
Support tickets may be logged by a designated contact who is familiar with Dbvisit Software
and well trained on Oracle databases. Customers may designate a qualified alternate for
support issues which arise when the designated contact is not available.
Version 1.1
1 June 2013
1
DbvisitProtect Support Service Level Schedule
HOURS OF STANDARD COVERAGE
Standard Business Hours:
Business
Hours
New Zealand
NZST
US West Coast
PST
US East Coast
EST
Europe
CET
Regular
Business
07:00 to 23:00
(18 hours)
10:00 to 16:00
(previous day)
13:00 to 19:00
(previous day)
19:00 to 01:00
(previous day)
After
Hours
23:00 to 07:00
(6 hours)
16:00 to 10:00
(previous day)
19:00 to 13:00
(previous day)
01:00 to 19:00
(previous day)
Please Note;
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Coverage on weekends and public holidays is excluded
Region time coverage overlaps indicated will vary with Daylight Saving Time
HOURS OF PREMIUM P1 COVERAGE
Premium P1 Business Hours:
Business
Hours
Regular
Business
New Zealand
US West Coast
24 hours x 7 days 24 hours x 7 days
x 365 days per
x 365 days per
year
year
US East Coast
Western
Europe
24 hours x 7 days 24 hours x 7 days
x 365 days per
x 365 days per
year
year
Dbvisit Premium Support uplift includes Standard coverage for P1, P2, P3 and P4 with the
addition of full 24 x 7 x 365 day support for P1 calls.
DEFINITIONS
Fault Priority Level: The agreed fault level for each support issue received by Dbvisits’s
support centre. The Fault Priority will be mutually agreed between the Customer and
Dbvisit.
Initial Response Time: The elapsed time between when Dbvisit is formally notified of a
problem and the time they acknowledge receipt and advise the Customer of the next action
to be taken (including a date and time commitment).
Progress Report: Contact with the Customer via either Email or Phone to report on action
plan for resolution of issue and current status.
Resolution: The final outcome. This does not necessarily guarantee a solution to the fault.
It is an agreed final position between Dbvisit and the Customer, where either a solution has
been reached or no further action can be taken under the terms of the Support Agreement
to resolve the fault.
Fault Priority Definition
Fault Priority
Version 1.1
Initial Response
Progress
1 June 2013
Target Resolution
Contract
2
Level
Time
Report
Time
15 Minutes
30 Minutes
2 Hours
Premium
P1 - Urgent
1 Hour
2 Hour
4 Hours
Standard
P2 - High
3 Hours
4 Hours
8 Hours
Standard
P3 - Normal
Next Working Day
1 Day
2 Weeks
Standard
P4 - Low
Next Working Day
2 Weeks
By Arrangement
Standard
Fault Level
Definition
P1 24x7
P1 - Urgent
Critical business impact. An Oracle database production problem (for a
system running a Dbvisit application) which if not resolved will prevent your
business from continuing, and is a result of a Dbvisit application issue. No
workaround is possible.
Examples:
Version 1.1
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A failure to activate a standby database required for business continuity
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A failed Graceful Switchover process
1 June 2013
3
P2 - High
Problems with a Dbvisit application running in a production Oracle
database which does not stop your business operations but whose
consequences could interrupt or stop your business operations within 24
hours. These can be very serious for those needing the service that has
stopped, and compromise business operations.
Examples:
P3 - Normal
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Database replication is not working
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A failure to create a standby database
Problems with a Dbvisit application running with a production Oracle
database causing minor operational impact or people have lost
functionality, but there is a workaround.
Example:
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P4 - Low
Version 1.1
A function in the Dbvisit Standby web GUI is failing, but the command is
available via the Command Line Interface
A minor issue with no impact on production and the fix implementation can
wait for a future release.
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