Two Support Levels

In addition to our SQL Server Health Check we also offer annual contracted SQL Server support. Two levels are available; standard support suitable for non-critical SQL Server sites and enhanced support which is more appropriate for mission critical servers.

Standard Support

This is the standard level of support. It assumes that a SQL Health Check has been carried out and that we can connect to the server remotely (preferably by VPN or Remote Desktop). With this support we will monitor your SQL Server remotely on a weekly basis. Items covered by support include:

• Checking that backups are working and investigate any problems.
• Monitor back-up strategy and alter if necessary.
• Monitor back-up retention (full and transaction log backups) and alter if necessary.
• Monitor database size, transaction log size, disk space, etc.
• Check performance.
• Undertake index rebuilding.
• Monitor SQL Server services (eg Agent, Mail, DTC) to ensure they are running.
• Monitor any jobs that have been set-up and investigate those that report failure.
• Examine the SQL Logs for errors.
• Advise of new SQL Server Service Packs and hotfixes when they arise.
• Advise of any issues any general SQL Server issues that may affect your SQL Server system such as new security threats, Windows service packs, etc.
• A support log will be maintained which you can inspect whenever you wish.
• Next working day call-out for emergencies (additional charges apply).

Enhanced Support

This includes all items covered under standard support plus: 

• An SLA (Service Level Agreement) with faster response times:
  • 2 hours for emergencies.
  • 4 hours for priority issues.
  • 1 working day for all other issues.
• Up to 2 site visits per year.
• Extended support hours.
• Same day call out for emergencies (if notified before midday).