Support Services
Monitoring Skyline’s database monitoring is a comprehensive series of remote checks carried out to published Oracle and Microsoft Best Practice standards on all your Production databases. It is a combination of regular physical inspection carried out by experienced and qualified Skyline Database Administrators (DBAs), supported by continuous automated checks using tools such as Oracle Enterprise Manager (OEM), Microsoft System Centre Operations Manager (SCOM), Quest Database Management Tools, and our own specialist scripts for older environments. The monitoring service ensures early warning of database problems, allowing early intervention to reduce unscheduled downtime to an absolute minimum. Skyline Database Monitoring can be provided stand-alone or in conjunction with our Business As Usual and SupportBank services.

The Support Bank

The Skyline Support Bank has supported a broad range of customers with widely differing needs since 2001. Customers who do not require a full Managed Service often prefer a flexible support model based on comprehensive monitoring of their databases, linked with a bank of support days for carrying out day-to-day Database Administration work and problem fixes. This pre-purchased bank of support days guarantees that Skyline support will always be available under the terms of a rigorous Service Level Agreement, and removes any concerns about the availability of resource to carry out urgent work.

The Support Bank is a reactive service designed to guarantee DBA availability and to be used for remedial action and any other tasks agreed with you in your Supplier Service Handbook. We agree and document Business As Usual (BAU) processes, services, tasks and actions that can be carried out by Skyline staff without the need for formal change requests so that Skyline can provide the maximum levels of high quality database support with the minimum requirement for management intervention.

Your support days are used in 15 minute increments remotely, and in whole day increments when Skyline consultants attend customer site. The Support Bank is available during normal offices hours, and a comprehensive out of hours service is also available if required.

The number of days purchased at the start of a contract is always your decision, but with our support experience we will be able to suggest a reasonable level. Usage is reported monthly, so if too few days are purchased, additional days can be ordered as required. Should too many days be purchased, these can be set against any other agreed DBA work that you might ask us to carry out, or else carried over into the following contract year upon renewal.

Download Skyline Support Bank information

TopCover

Skyline’s TopCover service allows you to enhance your own support team and to tackle difficult upgrade and migration projects in-house with the certainty that expert assistance is available quickly, easily, and economically.

Our DBAs and Developers add the latest expertise to your own technical teams across a broad range of Oracle & Microsoft technologies. Database management, enhancements, integration, reporting & business intelligence, middleware, and Microsoft Office SharePoint Server are all in our portfolio. If your staff are under pressure, if you need help to clear technical and resource log-jams, if your budgets are being squeezed, or if you just need to cover holidays and sickness, TopCover helps you deliver.

TopCover guarantees response times through our ITIL-Compliant Service Desk, so you can use TopCover for BAU internal production support as well as for Project assistance.