Remote DBA (Base Program)

PTC's Remote DBA Service is designed for organizations that need basic services to ensure the successful administration of Oracle and SQL Server database systems. The standard service offering is 6 months in duration and can be renewed at any time. It includes a system health check and five (5) days of database monitoring with weekly reports. System monitoring applies to one database server or database instance. Additional databases or database instances are priced separately. Below is some basic information on the program and its benefits.

Our standard Remote DBA service offering includes the folllowing

• Service period of 6 contiguous calendar months
• System health check & monitoring with weekly report (the report includes each database server or database instance monitored).
• Performance Tuning and Issue Resolution - 20 total hours of consulting time
• Consulting service period is M-F, 8-6pm EST (7-5pm CST). Weekends and holidays are excluded.
• Service Response time - A PTC consultant will respond within 2 hours of request time during business hours (M-F from 8am to 6 pm EST) and respond by 10am the next business day if the request is received during a weekend period.

24x7 on-Call Support Option

Our 24 x 7 Remote Support Option provides the highest level of support and is designed for organizations that require highly responsive services for mission-critical environments. This option provides customers with on-call support, addressing time periods not covered by the Remote DBA Service Program. This option greatly extends the service reach of the base program and provides the following benefits:

• Seven (7) day support - System health check & monitoring with weekly reports
• Seven day, 24 hour critical response - a PTC consultant assigned to your account will respond within an agreed upon customer response window.

IMPORTANT - critical issues severely impact operations and/or do not allow the business to function. These include issues that require a response within the same business day. A non-critical issue is an issue that may impact performance or system functionality, but still allows the business to function, although at a less optimal rate. These issues typically do not require a customer response by the end of a business day.