Solutions

On Demand DBA!

How the process works

Our established process assures quality in the service provided as well as continuity in communication and escalation when necessary. All items will be appropriately established in the agreed upon Service Level Agreement (SLA).

Incident Occurs

There are two types of incidents we manage; scheduled and unscheduled.

Unscheduled - An unscheduled incident is one that is caused by an outage, blocking, or other issues that have caused the data to become inaccessible.
Scheduled - A scheduled incident is identified as a task, request, or proactive response that is requested to be handled at a specific date and time.

Initial Contact is Made

Contact is made in two distinct ways with each leading to our Incident Tracking System (ITS) via the Brinex website (http://www.brinex.com/secure):

Your organization contacts a Brinex representative via email, phone, or by logging an incident in the ITS.
If Brinex is monitoring the environment we will be notified first and will begin the process with contacting the appropriate individuals and entering an incident in the ITS.

Your assigned Brinex Database Expert will provide feedback on proposed steps to resolve the issue, handle the incident, and assure quality during the incident; scheduled or unscheduled.

The first step is notification that we are beginning to address the incident. This notification will be provided via email and phone to the appropriate individuals identified in the Service Level Agreement (SLA).

Incident Assessment

Your assigned database expert will assess the situation and provide an immediate road map to resolution.

We will gain approval before moving forward with any changes.

Incident Mangement

The incident will be handled in a timely manner or if a scheduled incident, it will be handled on time.

Notifications, Reporting, and Escalation

Notifications, reporting and escalation will occur appropriately and timely during the incident to assure all parties involved from the technology team to management are informed (if required for the specific incident).

This information is established in the Service Level Agreement (SLA) at the beginning of the engagement.

If an Incident is unscheduled and is not resolved within the established timeframe identified in the SLA, a bridge line will be opened to allow centralized communication and updates to management to Brinex and your organization.

Incident Finalization

Finally, a synopsis of the incident will be sent via email to the appointed liaison from your organization detailing the incident from start to finish.

Of course, at anytime, you can log into the ITS to see the current status, progress, or history of an incident.

After the Incident

Upon closure of the incident, or the issue reaches final resolution, a Brinex representative will follow up to assure quality service was achieved in resolving the incident and to assure no other issues are open.

More Information

Contact a Data Management Solutions representative to obtain a knowledgeable and experienced resource On Demand!!!