CEZ Group has long used a wide range of Oracle products. In order to maintain critical applications, especially their availability, prophylactic activities and quick response to problems, there was a need to provide professional maintenance services and to ensure adequate SLAs for individual products from the named manufacturer.
The subject of the project was to provide maintenance services in the defined scope and quality for Oracle products.
The services were ordered for a period of one year (2013/2014) in 24×7 mode. A wide team of experts was involved in the service, providing professional background for the individual service areas.
A wide range of products were defined as part of the service and these were further categorised according to their criticality with respect to maximum recovery times. Each categorisation thus chosen had different SLA parameters.
The services included:
- Troubleshooting with respect to supported products and communication with the manufacturer in case of escalation.
- Proactive support and periodic maintenance service.
- Resolution of service requests.
This included providing service for database, server, reporting, OLAP, BI, portal, cluster and other products.
Dozens of tasks were completed each month throughout the service period. There were no major issues during the project and all requests were handled in the expected time and quality.