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)
