Database Administration

Base Level Services: 
  • Database, Data Warehousing and Application Integration Administration Services
  • Core database support services:
  • Includes: Oracle, MSSQL, Essbase databases; installation and configuration; maintenance and support; performance management; database security. 
  • Data Warehousing Support Services:
  • Database support and ETL Performance for Blackboard Analytics DWH environments; Database support for Legacy DWH databases  Soon to be in queue
  • Application Integration Support Services:
  • Application integration on database level (DB Links; Linked Servers; Flat File integration mechanisms; SSIS packages)
Service Level: 

Service Request Response:

Service Request Description Response Design and Assessment
Routine Updates Production database outages for quarterly patching (PSU patches) are planned to be 4 hours every quarter during regularly maintenance schedule (Saturday night). Non-Production database outages for quarterly patching (PSU patches) are planned to be 4 hours every quarter during Friday night maintenance. 4 business hours

 

 

Routine Request Non-incident request for database creation,  deletion, backup or other changes

8 Business Hours

3 Business days

 Incident Response:

Severity Description Response Resolution
Production Database Outage Production database(s) are unavailable 30 Minutes 4 hours
Critical Incident An incident impacting one or a few users that has a major impact on production operations 1 hour 8 hours
Routine Incident An incident impacting non-production service or minimal to no impact on production operations 4 business hours 8 business hours
Services Not Included: 

Any clinical, practice management, research or other local systems at UNTHSC.

Customers Served: 
UNT
UNTS
UNTD
UNTHSC