Select Page

SLA Management, Support, & Services

Industry-Leading Service Level Agreements

Service Level Agreements are an indication of trust between a service provider and a customer.

Our industry-leading SLA is a true representation of what you can count on from Datavail. We are committed to supporting and protecting your mission critical data and providing assurance of that protection and support is a critical element of our success.

Category Description
Priority 1
Incident
Emergency or critical condition
Production impact on a wide scale (DB Down, Space Full, Log Error, etc…)
Priority 2
Incident
High impact to client
Production still able to function (Bottlenecks, Job Failure, session waits, etc…)
Priority 3
Incident
Low or no immediate impact to client
Warning, threshold or trending alert (Fragmentation, Bad SQL, Capacity, etc…)
Service Task Duration less than 15 minutes
4 business hours notice to start task
e.g. Add User, Kill Session, Execute DDL/DML, Reset Password, etc…
Service Request Duration between 15 minutes and 2 hours
Notice to start request determined by criticality
e.g. SQL Tuning, Apply Patch, Data Refreshes, Root Cause Analysis, etc…
Project Duration over 2 hours to complete
Notice to start request determined by criticality
e.g. Major Upgrade, Migrations, Proactive Administration, Coding, etc…

Contact a Data Expert

Call us at: 877-634-9222

Or, tell us about what you are trying to accomplish and we will contact you:

* denotes a required field:

Work with Us

Let’s have a conversation about what you need to succeed and how we can help get you there.

CONTACT US

Work for Us

Where do you want to take your career? Explore exciting opportunities to join our team.

EXPLORE JOBS