Oracle Database, Managed Service

Overview

The Oracle Database Enterprise Hosting Service provides a multi-model relational database management system, designed for enterprise single instance, Real Active Cluster (RAC) environment, and data warehousing. As a cost-effective solution for managing applications and data, along with the ability to support SQL as a query language, an Oracle Application Database is a top choice for many enterprises. The application databases reside on servers in a controlled physical environment with fully managed updates, maintenance, storage, backups, and disaster recovery services.

Included

Each Oracle Database includes the following items as part of its service offering:

• Database and Application Server Administrators to provide core database administration functions and keep the applications operational.
• Object design support and consulting.
• PL/SQL design support and consulting.
• User accounts and profile support and consulting.
• A minimum of 5 GB of memory, tuned accordingly.
• Automatic Workload Repository (AWR) reporting and SQL Tuning.
• Enterprise monitoring.
• Refresh of non-production environments through clone or data only import/export process.
• Transaction archiving for point-in-time restoration.
• Quarterly patching for update and bug fixes and to reduce security vulnerabilities when/where available.
• All hardware purchases and maintenance costs, if hosted in the Oracle Shared Environments.
• All software licensing and maintenance costs, if covered in the Universal License Agreement (Oracle, Sun, etc.).
• Assistance with the monitoring and troubleshooting of Load Tests.
• Enterprise Backups using Oracle Recovery Manager (RMAN). Backups occur daily with the following Standard Retention utilizing the Azure Gov Cloud:
  
  • Daily incremental backups are taken at 1:00AM, stored in the SOM data centers, and retained for 15 days.
  • Weekly backups are taken every weekend (production on Sundays/non-production on Saturdays) at 1:00PM, stored in the SOM data centers and in the Azure Gov Cloud Tenant, and retained for 15 days.
  • Ad hoc backups are available as requested.
• Server housing costs if hosted in the Oracle Shared Environments (including power, backup generator, uninterruptible power supply (UPS), network connection, operational monitoring, etc.).
• Customer Support Center for problem reporting. (Internal use only)
• Operations/Linux Support Specialists.

Excluded

• Local databases and/or support are not part of this offering.

Service Level Targets & Availability

• Please note that the database environment is extremely large and requires patching of non-production environments during normal business hours due to the complexity. If an outage can’t be sustained in pre-production during these times it will require a minimum of two managed servers.
• Standard business hour coverage is 7:00AM – 5:00PM Monday through Friday, excluding holidays, please contact MaineIT Operations (207-624-7700).
• If service is required for non-production systems outside of the standard business hours, prior arrangements will be required with the director of this service area.
• Production systems that are supported 24x7 365. During non-business hours please contact Operations at 207-624-7700 and request assistance for Oracle Database on-call.
• Platinum patching is a 24-hour process and occurs during business hours for all environments.

Service Rates: Please see the MaineIT Rate Table.

On the Bill

Service Category: Oracle Data Base Services

Service Full: OraBronze, OraSilver, or OraGold

Customer Expectations

• Individual users follow State of Maine IT rules and policies, including all security policies.
• Application teams utilize and manage Oracle LDAP Directory Services or TNSNames file.
• Provide a contact person and backup at a minimum but an email group is preferred. This group will receive updates and work with the database team to configure and security harden the database.
• Any issues or problems with this service must be reported to the MaineIT team as promptly and with as complete information as is feasible.
• With the new security climate, it is critical that we have teams validate patching in the pre-production environments prior to moving to production.
• Databases are expected to have a minimum of 2 environments, 1 production database, and at least 1 non-production database.
• Database objects and coding will be developed and compiled by application development teams. Application teams will follow the SDLC process, with no code being deployed to production without first being fully tested in lower environments, with the proper completion of a Deployment Certification and authorized request for change (RFC). Deploying untested objects or PL/SQL code to Enterprise Database environments is not acceptable as it could lead to security protocol breaches.

To get help, or to order this service

• Call the MaineIT Service Center at 207-624-7700 and assign to the Oracle Database team.
• For application projects (new projects or major enhancements or upgrades), contact the MaineIT Project Management Office (PMO) to get started.
• A Footprints ticket is required for all non-production work requests. All production work requests require an authorized RFC. If applicable, a billing code is required for those items that are not part of the base published rate.
• For new database environments, an intake questionnaire must be completed. Once complete, attach the form to your Footprint ticket requesting the environment. Most requests will be completed within two weeks of receiving a completed request.
• If the published Service Level Agreement (SLA) is not met, issues can be escalated to the next priority level by contacting any of the following individuals:
  
  • A supervisor or manager of the Oracle Database team, Director of Enterprise Data Services, or your friendly Account Manager.
    
    • Richard McGovern, Manager, Oracle Database Team
    • Jeffrey Jordan, Director, Enterprise Data Services
  • For an after-hours production break fix contact MaineIT Operations at Customer Support 207-624-7700.
  • MaineIT Operations will engage the On-Call Core Technology Duty Manager if necessary.

Priority Levels for Monitoring

• The standard production published service level agreement can be viewed at the following link: Standard SLA Maine IT Production Services.
• Standard business hour coverage is 7:00AM – 5:00PM Monday through Friday, excluding holidays, please contact MaineIT Operations.
• If service is required for non-production systems outside of the standard business hours, prior arrangements will be required with the director of this service area and associated fees will apply.