Database Production Operations
Overview
Get the most out of your data, be confident that it’s backed up correctly, and rest assured that your databases are running at top efficiency to minimize downtime and data corruption. In the cloud or in the data center, let us be your partner in maintaining and managing your production databases.
How to Request Service
Contact your IT Director or Agency IT Portfolio Manager or submit a ticket in the Customer Service Portal below.
Customer Benefits
Data-driven Decisions
Streamlines your data into meaningful information so you can make more data-driven decisions
High Availability
Forward- and backward-compatible with current and future application releases to ensure high service availability
Secure Storage Environment
Provides long-term, supportable and secure data storage environments
Service Description
Cloud and on premises database production operations, support and maintenance
Database Production Operations services manage, support, protect, and optimize your database operations in the production environment.
Pay only for what you need with tiered support services
Database production operations
Installing and upgrading database servers and tools
Allocating initial system storage and capacity planning future storage requirements for the database system
Users and security maintenance
Controlling and monitoring user access to the database
Monitoring and optimizing database performance
Planning for backup and recovery of database information
Maintaining archived data
Backing up and restoring databases
Ensuring compliance with database vendor license agreement
Contacting database vendor for technical support (If required)
Scheduled patching
Incident triage
Supported Architectures
For a full list of supported platforms, see this table.
Related Services
Customer Responsibilities
We support all of our documented features for the database environments listed. We do not support outside of these environments. Customer responsibilities include providing details for any changes and for participating in the testing of any implementation.
Service Notes
Tiered support service rates are subject to change on a Fiscal Year basis. Support of INFORMIX will be retired in the future.
The database environment will be patched on a regular quarterly schedule to keep the environment secure and protect customer data from theft. This patching service is not available in legacy environments as these environments pose security risks and are vulnerable to data theft.
Legacy environments:
Database legacy technology
INFORMIX
Any version of SQL SERVER beyond two oldest (below SQL 2014)
Any version of Oracle beyond two oldest (below Oracle 12c). Oracle only supports one prior release version. However, Oracle does offer support for two prior release versions at an extended support cost.
Service Owner
Service Levels
Priority 1 High and/or Service Outage: Goal is to resolve within four hours
Priority 2 Medium: Goal is to resolve within 24 hours, but no more than three business days
Priority 3 Low: Goal is to resolve within five business days, but no more than 10 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 8 a.m. to 5 p.m, excluding holidays
After hours service support may be required to meet communicated milestone dates or for technical guidance during the post go-live period.
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
Search the Real-time Billing rate sheet for the latest rates for:
Financial Code (Bronze tier): 2630B
Financial Code (Bronze tier): 2630B
Financial Code (Silver tier): 2630S
Financial Code (Gold tier) 2630G
View detail on current utilization here: OIT Common Policy Real-time Billing website
Additional details
Bronze Support represents the base level of support provided by the posted service rate. Each Database is charged the number of support units based on the level of support provided:
1 Bronze database = 1.0 support units = $215.81 per Bronze database per month
1 Silver database = 1.25 support units = $269.76 per Silver database per month
1 Gold database = 1.65 support units = $356.09 per Gold database per month