OCSL MANAGED SERVICES LIMITED

Managed SQL Services

OCSL provides advanced SQL management services using our highly skilled and trusted partner called Coeo.
Providing mission-critical SQL management and DBA support, Coeo are Europe's most trusted analytics and data-management experts and are embedded within OCSL, based on a long-term, high trust relationship, ensuring continuity of service for our clients.

Features

  • SQL DBA Services: Backup, Restore, Health Check, Maintenance, Security, Support
  • Support for SQL Server Database Engine
  • Support all native SQL Server high availability and disaster recovery
  • Managed SQL Server back-up and restore
  • Optimal configuration, performance and scalability of SQL Server workloads
  • Microsoft data and analytics platforms
  • 24x7 real-time performance and availability troubleshooting and monitoring
  • Sentry One Performance monitoring on all active platform instances
  • Data migration and planning services
  • Delivered by globally respected experts from UK headquarters

Benefits

  • Unlimited incidents and service requests
  • Dedicated lead support engineer
  • Strong integration with customer release management processes
  • Deep workload performance data collection, analysis and where appropriate, tuning
  • Root cause analysis of operational issues
  • Change management and CAB integration
  • Flat rate pricing to prevent surprise bills

Pricing

£750 to £1400 per instance per month

Service documents

G-Cloud 10

155211163923583

OCSL MANAGED SERVICES LIMITED

Mark Skelton

0845 605 2100

gcloud@cancom.co.uk

Planning

Planning
Planning service Yes
How the planning service works We always seek to begin the process by gaining an understanding of a client's business priorities and requirements, uncovered through workshops and structured discussions. The precise structure is agreed at the outset of each assignment, but we take a collaborative and structured approach to fully understand the current and future needs of the customer.
Planning service works with specific services No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Onboarding of services is a non-chargeable process which is included as part of the overall management service offered.
In order to fully perform our proactive monitoring and management services of client's SQL environments, permanent connectivity is required, so we begin by establishing connectivity over VPN into the client's environment, whereby a gateway and jump box VM is typically set up as a perimeter between the networks, the client’s environment will then be onboarded into our monitoring services to give us the protective insight and visibility required.
A health check is then performed to baseline the configuration of services, we work collaboratively with clients to remediate all of the health check findings so the environment is onboarded in a healthy state from the outset.
Setup or migration service is for specific cloud services No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works OCSL and Coeo build quality into every aspect of our services. Regarding our SQL management and support services, this starts with ensuring all requirements and constraints are fully captured, design and specification documents are peer-reviewed, and that comprehensive plans are validated and agreed.
This approach is adhered to through to all subsequent stages, using well developed processes and systems to monitor and resolve any quality assurance issues.

We always work closely with our clients to provide quality assurance and performance testing that meets their needs. This is typically identified as part of the initial on-boarding process, whereby our performance testing addresses transactional, concurrency, load, capacity, reliability and resilience aspects of performance. With an emphasis on ensuring bottlenecks are rapidly identified and addressed in order to assure business performance is given the highest priority.

Security testing

Security testing
Security services No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works OCSL provides clients with advanced SQL support using our very highly skilled and trusted partner Coeo.
Coeo are Europe's most trusted analytics and data management experts and the team at Coeo act as an extension of the OCSL Managed Services team, ensuring continuity of service for our clients.
Providing enhanced/critical SQL management and support, Coeo are embedded within OCSL and are based on a long-term, high trust relationship.
The procedure for clients logging issues is always the same and is compliance and process driven, with OCSL liaising direct with the client to deliver continuous service.

Service scope

Service scope
Service constraints SQL Management and Monitoring can be provisioned to any location over a Virtual Private Network (VPN), but stable connectivity is a requirement.
Based on a 1 year support contract.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority Level - Initial Response - Progress Update - Target Resolution

1 - 1 hour - 2 hours - 4 hours
2 - 2 hour - 4 hours - 8 hours
3 - 4 hour - 12 hours - 16 hours
4 - 24 hours - none - 20 working days

*P1 calls must be logged by telephone
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Support levels Priority Level - Initial Response - Progress Update - Target Resolution

1 - 1 hour - 2 hours - 4 hours
2 - 2 hour - 4 hours - 8 hours
3 - 4 hour - 12 hours - 16 hours
4 - 24 hours - none - 20 working days

*P1 calls must be logged by telephone

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Coeo

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £750 to £1400 per instance per month
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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