FREQUENTLY ASKED QUESTIONS

Q: How can you maximise our database uptime?
A: We believe in prevention rather than cure. Our proactive maintenance 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), Remote Desktop, Remote Access Server (RAS) 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 database support consultants are ready to take your call. We guarantee a technical response within 30 minutes, and 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 Oracle database versions do you support?
A: We support all Oracle versions, but most of our clients are using versions Oracle 9i and 10g. We perform upgrades and patches on agreement with the client, and at no extra cost.

Q: Which DB2 database versions do you support?
A: We support all DB2 UDB versions, but most of our clients are using versions DB2 v8.1 and DB2 v8.2. We perform upgrades and patches on agreement with the client, and at no extra cost.

Q: Which SQL Server database versions do you support?
A: We support all SQL Server versions, but most of our clients are using versions SQL Server 7.0, 2000 & 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 recovery service is included in the price.

Q: Where are your support consultants physically based?
A: All our consultants are based in the Canada , and most are in the Greater Toronto Area. When issues with Canada-based clients' databases cannot be resolved remotely, we will travel to the client datacentre free-of-charge and without delay 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 work 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 where required.