Oracle Database Hosting

Overview

This service consists of centrally managed hardware and Oracle database software and a variety of oracle products including, but not limited to the database, application server and web server. There is a separate rate for each of these services and this one specifically covers Oracle databases. This environment hosts enterprise and agency databases. It’s used in conjunction with applications that are utilized via the web and/or client/server to workstations statewide to service the public and state agencies’ needs.

Oracle database hosting provide high performance and highly available environments. This configuration allows for an extremely flexible shared infrastructure. Advantages include:

High Performance – The Exadata environments are self-contained engineered systems created by Oracle specifically designed to optimize performance for their products. This engineered system also provides extremely high performance via its network connection to the Oracle middleware containers using dedicated InfiniBand connections. This is done by interconnecting the local Exalogic Oracle engineered system, the middleware tier. This provides a private dedicated data highway for the two environments to pass traffic. This significantly increases performance over the traditional TCP/IP model
High Availability – Not only do we provide 24x7x365 support for the production databases, we also provide redundancy inside of the Exadata stack. This includes running database on multiple nodes or servers to allow for a higher availability of the databases. This allows us to leverage the technology to minimize the impact on routine maintenance
Business Continuity / Disaster Recovery – Our production is configured with site-level failover. Pre-production failover is available upon request. What this means is that database hosted in the Exadata environment that experience a site level failure, an entire data center becomes unavailable, we can move that database via data guard to the secondary data center. Both the primary datacenter and secondary datacenter are located in Augusta, ME, separated by seven miles
Information on the configuration needed to be hosted in this environment, CTS has developed an Oracle template (PDF) explaining what needs to be done in order to have a successful deployment into the environment

Information on the configuration needed to be hosted in this environment, CTS has developed an Oracle template (PDF) explaining what needs to be done in order to have a successful deployment.

Includes

Backups of databases using RMAN is Oracle’s utility used to ensure databases are successfully backed up; regularly scheduled RMAN backups include a Full, or inc0 backups on Sundays followed by nightly incremental, or inc1’s. Two flavors exist, 4 days of incremental and a weekly full, which is the default or 6 days of incremental with a weekly full upon request. Database refreshed on a regular basis (weekly) are not backed up
Tuning, debugging, research or break/fix issues which turn out to be hardware or Oracle software related
Recovery of databases for issues caused by hardware or Oracle software failure
Oracle software patching and one off patches required for bug fixes, once a quarter or more frequently as vulnerabilities are discovered
Oracle database migration or upgrades. Minor upgrades at least once a quarter and major upgrades once every 2 years or more frequently as vulnerabilities are discovered
Growing tablespaces or altering quota. Monitoring of space consumption.
Changing user passwords or locking/unlocking accounts
Encryption in flight & Encryption in place in the Exadata environment
- Encryption in flight options are:
  - AES 258 by default
  - AES 258 with certifications (meets CJIS & IRS Publication 1075 audit requirements) this option much be specifically requested at the time the database is requested, otherwise additional charges apply.
EIF/EIP must be requested at database creation, if requested after db creation additional charges will apply
Providing and interrupting AWR reports, Automatic Workload Repository (AWR) provides performance metrics for databases
Providing OEM (Oracle Enterprise Manager) access
Assisting in setting up DBMS/SMTP functionality
Computing statistics within the database
Removal of orphaned or rogue sessions, known as killing sessions
Annual Disaster Recovery testing
Changing Database parameters
Database stop/starts
DataGuarding production databases (MaineIT doesn’t DataGuard databases that are refreshed on a regular basis as the refresh process breaks the DataGuard; this will be fixed as a part of the base rate)
Manual cleaning of AWR snapshots (manual purging of snapshots when it has grown large (these normally clean up on their own via a system-type job; that job sometimes fails after a clone or refresh)
Server housing costs (power, backup generator, UPS, network connections, cooling units) operational monitoring of nodes and databases and OS licenses
All Oracle database patching, software licensing and yearly maintenance costs
Oracle Enterprise Manager Grid Control, including access to the Oracle Diagnostics and Tuning Packs
All hardware purchases and maintenance costs when hosted within the shared Oracle database environment
Patching/upgrading of the operating system and operating system provided software on a quarterly basis or more frequently depending on known security vulnerabilities and exploits
Create or drop a database (including adding and dropping from CSN, LDAP, Billing and OEM)
On-Call Coverage is available for production break/fix 24x7x365
Decommission of databases
Maintenance of billing metrics, storage consumptions daily and user consumption hourly
Databases are created with 3 GB of SGA and 1 GB of PGA. Additional memory can be allocated, additional charges will apply.
Support of Platinum Patching Cycle quarterly – This is hardware patching of the Exadata environment.
Support of Oracle Software Patching Cycle at least twice a year, more likely every month based on security vulnerabilities
All core database administration functions, including database creation, space management and monitoring, database upgrades, database patching as noted above.
Customer Support Center for Problem Reporting

All services provided under our Standard Service Level Agreement, available on the State of Maine Intranet web site

Excludes:

Creation and dropping of users and roles, issuing grants to users (unless the dba shared package is not working)
Creating and dropping tablespaces after the initial database creation unless due to an infrastructure issue
Data manipulation, loading or removal
Access to Oracle diagnostic logs, alert logs or trace files
Decommissioning a database if there is a special retention period
Export/Import of database for resizing purposes
Tuning, debugging,research, AWR report interpretation, or break/fix issues which turn out to be code related
Recovery of databases for issues not caused by infrastructure malfunctions
More than 2 on request for clones from a single database source per month
On demand refreshes that must be done via export/import process
Special requests for RMAN backups or exports
Attending meetings regarding new projects or for app dev related issues
Enabling or altering EIF/EIP if not part of initial database creation as noted above
Creation and altering of Oracle directories
Analyzing and running of scripts provided by app dev which will be run in a database
Requests to set up jobs or scheduled tasks
Work on all non-Oracle databases and their environments
Installation, maintenance, and troubleshooting of client software (Oracle Sqlnet, Toad, etc.)

Service Level Targets and Availability

Individual users follow state IT use rules and policies, including all security policies
A contact person and backup are designated to interface with the MaineIT team
Any issues or problems with this service are reported to the MaineIT team as promptly and with as much information as possible
Ability to stay current with supported versions of the software used in this service area
The standard published service level agreement can be viewed at the following link: Standard SLA CTS Production Services
Standard business hour coverage is 7:00AM - 5:00PM Monday through Friday
On-call coverage is available for production break/fix 24x7x365
To report a production break/fix after hours, please contact MaineIT Operations
If service is required for non-production systems outside of the standard business hour coverage, prior arrangements are required with the director of this service area and an associated fee applies

Service Rates: Please see the MaineIT Rate Table

Options Available for Additional Charge

Creation and dropping of users and roles, issuing grants to users (unless the dba shared package is not working)
Creating and dropping tablespaces after the initial database creation unless due to an infrastructure issue
Access to Oracle diagnostic logs, alert logs or trace files
Decommissioning a database if there is a special retention period
Export/Import of database for resizing purposes
Tuning, debugging, research, AWR report interpretation, or break/fix issues which turn out to be code related
Recovery of databases for issues not caused by infrastructure malfunctions
More than 2 on demand clones from a single database source per month
On demand refreshes that must be done via export/import process
Load tests and AWR interpretation
Special requests for RMAN backups or exports
Attending meetings regarding new projects or for app dev related issues
Enabling or altering EIF/EIP if not part of initial database creation as noted above
Creation and altering of Oracle directories
Analyzing and running of scripts provided by app dev which will be run in a database
Requests to set up jobs or scheduled tasks
Work on all non-Oracle databases and their environments
Installation, maintenance, and troubleshooting of client software (Oracle Sqlnet, Toad, etc.)
Support of any pre-production activity needed outside of normal business hours
Any backup and restore request that are not part of the backup standard offering. please refer to the Backup Service Catalog
Any non-database level restore
Memory above the 3 GB SGA, and 1 GB PGA.
All project work is billable
All audit related work is billable
All costs associated with Indefinite Hold requests will be direct billed
Any services for PaaS and/or IaaS hosted systems (performance monitoring/interruptions of monitoring reports/troubleshooting/security services/audits etc)

To get help or order this service

Call Customer Support at 624-7700 or enter a FootPrints service request/ticket assigned to the Oracle Database team
For application projects (new projects or major enhancements or upgrades), contact the MaineIT Project Resource Office (PRO) to get started
For new Database environments, an intake questionnaire (PDF) needs to be completed. Once complete and attach to your Footprint ticket requesting the environment, most request will be completed within 2 weeks from receipt of a completed request.
If the published SLA is not met, issues can be escalated to the next priority level by contacting any of the following individuals:
- Contact an Application Hosting Services supervisor, manager or Director. If you are unsure of who to contact, Sharon Horne, Director of Hosting can assist you.
- For after-hours Production Break Fix contact MaineIT Operation at Customer Support 624-7700
- MaineIT Operations will engage the On-Call Core Technology Duty Manager if necessary

Maine.gov