The Customer is a renowned chain of restaurants operating all across the United States and in over fifteen international locations. The Customer required active Database Run-Operate-Maintain support for their Microsoft SQL Server database environment. mLogica was approached to provide Level II and Level III support on a 24*7*365 basis, including 24*7 helpdesk services to resolve issues to the Customer’s database environment.
mLogica was brought in to tackle database issues based on issue prioritization and a hierarchical-based issue resolution approach. The technical support for individual issues was divided into 4 different levels based on the level of business criticality: Priority 1, Priority 2, Priority 3 and Priority 4.
mLogica assigned comprehensive database administration support based on the Customer’s existing Microsoft SQL Server database environment. The DBA team was assigned according to the priority level of the issues. In addition to actively monitoring the databases and performing the administration activities, the team also provided support for troubleshooting and issue resolution.
Issues were tackled through a conditional, multi-tiered escalation process. When an issue was reported, it was either remediated by a designated DBA within an agreed SLA or escalated to a Principal DBA who analyzed the root-cause of the issue or escalated it further until it was resolved.
A trouble ticket system was deployed to alert our team to issues; we configured an issue tracking system, mTrack, to monitor and manage issues and associated progress, from inception to resolution.
Access to mTrack was provided to the team so that they could know the status of an issue. Security management and database recovery tasks were implemented to ensure data integrity.
Finally, our team reviewed, tested, and documented the complete set of procedures and organized them into a Technical Operating Manual (TOM).
The proactive DBA support provided by the mLogica team resulted in increased server performance and decreased issue-related tickets. Our team’s 24*7*365 support streamlined the monitoring, remediation, and security processes of the Customer’s database environment and significantly improved their business performance.
The availability of the TOM provided our Customer with best practice Standard Operating Procedures (SOPs) that they could follow to apply suitable course of action in case an issue occurs. The SOPs served as guidelines to ensure a functional DBMS and avoid any disruption in the mission critical systems.
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