Technical Support (IT)

TECHNICAL SUPPORT SERVICES SCOPE24 x 7 Technical Support for Postgres database24 x 7 Technical Engineer Telephone Support24 x 7 Technical Remote Support / email Support24 x 7 On Site SupportOne (1) hour acknowledgement of client support requestTwo (2) hours arrival onsite requirements (within Metro Manila)24 x 7 Helpdesk (Phone and online Ticketing/ Email Support)

Technical support services include:

baseline Database ProfilingTroubleshooting, diagnosis and resolutionProvision of Method of Procedure for Implementation or to perform the resolutionKnowledge transfer, issue reporting and documentationDB Patch installation / UpdatesConsultancy of database administration best practicesLog review and analysisOptimization of DB configurationYear-end database performance reviewQuarterly System Health Check (Prod, HA, DR), including:Data gathering / DB Health checksUpdate of database profiles/configurationsConfiguration analysis: security review, and resource monitoringQuery optimization / tuning / Capacity assessmentLog review and analysisQuarterly report and presentation of analysisOTHER TECHNICAL SERVICES ENTITLEMENTSImplementation ServicesHighly available setup and configuration // maintain existing systems or create new instanceDB Installation, set up, and configuration of all software componentsMigration servicesQuarterly Updates or Security / Vulnerability PatchOn Site Support ServicesSystem Health ChecksNote: Smart may opt to convert its unused mandays to system health checks. Each unused mandays is entitled to four (4) Postgres database for one-time system health check, or convertible to Vendor Training program.