DBA Services

Vision

Become a self-managed team that utilizes defined processes to provide quality and value added client database development, support and maintenance services.

Responsibilities

• Provide client support and maintenance for databases utilized for University business systems which includes Finance, Student, Human Resources, Advancement, Data Warehouse and overall Infrastructure Systems.

• Investigate, design and/or implement new database solutions that support business systems within the University.

• Ensure maximum availability and management of all supported application databases.

• Ensure data integrity, database performance and security from a DBA perspective for all supported application databases.

• Backup/recovery for all supported application databases.

• Develop, maintain and enforce database standards.

• Participate on projects as needed, supporting database needs

Hours of Service

General DBA Support Services are available from 8:00 AM to 4:00 PM Monday through Friday.

For any production critical or production down situations that occur outside of these hours, the team provides pager support. To utilize this support, contact Operations at 275-9195, explain the situation and ask them to contact the DBA On-Call.

Service Level Agreement

Day-to-Day:  All “traditional” day-to-day services requests should be sent to UnivITHelp where a ticket will be opened in HEAT and assigned to the DBA Team for follow-up.  Please refer to the detail support (right side of screen).

Production:  For any production critical or production down situations, contact Operations, 275-9195, explain the situation and ask them to page the DBA on-call. The DBA On-Call will respond within 15 minutes of the page. To escalate a DBA page due to no response from DBA, contact Operations and let them know that you would like to escalate the issue. They will begin to contact other resources as outlined by the escalation procedure for the DBA On-Call.

Non-Production/Project:  Support for non-production/project activities are handled in the same manner as day-to-day activities. For any off-hour non-production situation that may require urgent DBA support, clients should work with their manager to determine if the situation is critical enough to request additional services, and if so, the Manager should contact the DBA Manager for support, 319-2588.