We've outsourced several times and I've been on the implentation team....

1: Automate as much as possible. Use OEM or some other tool to monitor and
page out any critical errors.
2: Establish performance metrics. This should cover unplanned downtime,
system statistics, number of users, disk space. Save the historical data to
trend. Establish the SLA based on that. This should also cover performance
of the team.
3: Setup an escalation path. Document the rotation of the emergency pager
and who has the backup emergency pager. Setup a plan of action as to who is
contacted if the page isn't returned within a set time limit. Your help
desk personnel will know who to page in an emergency.
4: In a severe, production down hard emergency, what management needs to be
notified and by what method? Email? Pager? Phone?
5: Change control. Document all changes made to the database structure and
applications. This is almost like an audit trail of changes in case
something needs to be rolled back.

Just some ideas to help you get started.

Amy

-----Original Message-----
From: Fernando Sanchez
[mailto:oracledba-ezmlmshield-x19141856.[Email address protected]
Sent: Wednesday, June 16, 2004 6:01 PM
To: LazyDBA Discussion
Subject: Service Level Agreement (SLA)/1000 plus Oracle databases


Has anyone put together a strategy before to support
an environment that has over 1000 Oracle databases?

I am interested in learning how you would approach
this environment and define a strategy for support?

What are some typical response time to solving issues?
And what are those issues?

=====
Regards,
Fernando Sanchez
Data Warehouse Specialist
GDW Solutions, Inc.
[VOICE] (917) 604-5152
[eFax] (801) 340-5564
[eMail] [Email address protected]
[eMail] [Email address protected]
[WEBSITE] http://www.gdwsolutions.com


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