Level 2 Services will be provided for the Databases receiving L2 as listed above. L2 Services will be provided in accordance with the procedures documented in the SOPs and will include:

• Incident Management Services

• Change Management Services

“Incident Management Services” mean the Services to resolve (or break-fix, as applicable). An Incident which has no known resolution will include the following:

The below all comes under L2 Level support Service.

• Resolve and document Incidents
• Break-fix and provide workarounds acceptable to the User that reported the Incident which do not require database changes
• As applicable, escalate incidents requiring immediate attention by using escalation guidelines
• Maintain Incident information in the Service Management System
• Carry out daily, weekly and other regular reporting activities for Incidents
• Maintain documentation for Incidents
• Update and Maintain Incident information and will responsible for maintaining & updating operation handbook / Runbooks as well.
• Startups/Shutdowns of database servers
• Additional Space allocation
• Object maintenance
• Job Purging/reruns
• Initial troubleshooting
• Cluster ware troubleshooting
• Set up database auditing
• Database refresh
• Standby/Mirror database re-instantiation
• End User account requests (create, delete, reset password, roles)
• Elevated privileges requests for existing or new roles
• Elevated privilege challenge process
• Non-expiry profile requests
• Vendor software installation; includes RDBMS and related add-on products
• Database creation, clones, copies and moves
• Database upgrades as defined by the Refresh Report, Schema maintenance
• Patch planning scheduling and installations
• Database decommissioning
• Implementing backup solutions
• Scripts/tool based backup
• Disaster recovery testing
• Backup and recovery via various tools(e.g. – TSM, SQL Server Native tools/SQL Server,  Ad-hoc backup and restore)