SQL Server Support Packages

Q: How can you maximise our database uptime?
A: We believe in prevention rather than cure. Our proactive and continual monitoring regime ensures that outages are extremely rare.
Q: How do you access our database servers?
A: We will use whatever remote access technology suits you best. We currently use a combination of VPN (Virtual Private Networks), SSH (Secure Shell) and Password Token technologies to ensure that we can access your servers securely, reliably and quickly.
Q: What service levels can we expect?
A: Our helpdesk consultants are ready to take your call. Your support call will be immediately passed to an appropriate database support consultant. We guarantee a technical response within 30 minutes, but in practice you will receive a response well within this period.
Q: Due to the nature of our systems, it is inappropriate to perform maintenance tasks during the standard support hours (8am - 6pm). Can you perform these tasks outside standard hours?
A: All maintenance tasks are performed at times that suit you. We perform out-of-hours work at no extra cost.
Q: Which SQL Server versions do you support?
A: We support all versions, but most of our clients are using SQL Server 2000 or SQL Server 2005. We perform upgrades and patches on agreement with the client, and at no extra cost.
Q: Does your support price include database recoveries when required?
A: Yes. All our database support consultants are trained in a range of database recovery scenarios, and our fast recovery service is included in the price.
Q: Where are your support consultants physically based?
A: All our consultants are based in the UK, and most are in Greenwich, London. When issues with UK-based clients' databases cannot be resolved remotely, we will travel to the client datacentre free-of-charge to fix the problem.
Q: We have special requirements. Can you cater for these?
A: Yes. All our packages are flexible to meet clients' individual needs.
Q: What documentation can we expect?
A: All maintenance tasks performed are fully documented, and this documentation is available on request. Details of all maintenance tasks performed is also included in our periodic reports.
Q: We require support for our clients. Do you offer resales/subcontracts?
A: Yes. We can rebadge our services, or can pay a one-off commission/referral bounty to you.
Q: What are your payment terms?
A: We invoice after each month of the support term has expired. Payment is due within 30 days of the invoice date. Alternative payment terms are available on request.