Oracle Support, Managed Services, Licenses, Products & Consultancy services by the JoraPh Experts
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Oracle Managed Services What's in it for me?
  • Response levels are the same regardless of contract type
  • No hidden upgrade costs to get better support cover

Simple!

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Service Level Agreements for Oracle Support and Managed Services

Unlike our competitors, Jora­Ph doesn’t offer a range of packages for Oracle support and Managed Services, such as Bronze, Silver, Gold, Platinum or Standard, Enhanced or Premium where a customer could end up being penalised.

We believe all our customers should be able to derive the best possible support in all areas to maximise their ROI. Therefore our Service Levels are quite simple and most effective:

Choose Proactive or Reactive Support

Priority responses for both types of Support

Proactive Support

  • Permanent connection by JoraPh to your database(s) via VPN, with alerts enabled to monitor database connectivity and performance.
  • Triggers enabled, to automatically notify JoraPh of loss of database, performance degradation, any third party influence
  • Available 24 x 7 or working hours Monday - Friday

Reactive Support

  • No permanent monitoring, and activated by phone call or email from customer to JoraPh
  • VPN link in place for JoraPh to view database
  • Does not need to be “permanent” connection, can be via secure ID Token
  • Usually taken on working hours Monday to Friday basis

Priority One

30 minute response - Database system non-functional or essentially unusable

Priority Two

1 hour response - Database system partially usable

Priority Three

4 hour response - Low impact on operation

Priority Four

1 day response - No impact on operational condition of product for Levels 1, 2, 3