To provide you with top-notch expertise and support around the clock, we will assign one primary and secondary DBA lead to become an extension of your team. These experienced leads will get to know your team and environment, communicating and collaborating with you on a regular basis via phone, email, instant messaging, or in person – just like your own DBAs. They will respond to emergencies, proactively monitor and report on your system health, prevent problems, and help you plan for the future.

Preventing Problems Before They Happen
Our powerful database monitoring, management, and automation tools detect potential problems before your databases are affected. These tools immediately alert our service support team to execute corrective action and keep your databases running smoothly. When problems do occur, our database services team analyzes incident data and develops automated responses to prevent future problems without manual intervention. Your primary DBA will then work with you to develop and implement strategic irreversible corrective actions (ICAs) to prevent future incidents.

Performance Reporting and Problem Tracking
To ensure you always know what’s going on in your environment, event status and performance reports are posted on our Customer Portal and reviewed on a regular basis. Our problem tracking system ensures complete visibility, control, accountability, and closure for every action, including:

• System-generated tickets
• Client-generated tickets
• Service requests

The Highest Level of Scalable Support
Datavail follows a scalable process for managing database environments based on the Information Technology Infrastructure Library (ITIL) framework. Our processes ensure that our people and tools work in unison to provide the highest levels of support and responsiveness. Effective use of the ITIL framework enables continuous service improvement and scalable operations.