Redcentric Solutions Limited

Managed Database Service For SQL Server

Redcentric managed SQL services deliver scalable solutions for SQL Server databases, business applications and middleware technologies. GMDBS can be provided on:
* Redcentric hosted infrastructure (shared or dedicated)
* Authority infrastructure hosted as part of Redcentric’s collocated hosting service
* Authority infrastructure hosted on the Authority’s premises

Features

  • DBAs skilled in utilising ITIL best practises
  • Dedicated service delivery and account management
  • A high quality service from technical, service, commercial perspectives.
  • Life-cycle management of complex environments
  • Support for development, test and production environments
  • Advice, selection and application of critical bug fixes
  • Re-active and pro-active monitoring and associated administration
  • Backup monitoring

Benefits

  • Authority able to focus on applications providing key services
  • Cost predictability, allowing the Authority to manage costs
  • Uses industry standard best practise to minimise the risk
  • Optional business continuity planning and testing
  • Optional professional service consultancy.

Planning

Planning
Planning service No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

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 The GMDBS from Redcentric consists of selectable components that allow a flexible bespoke solution based on the Authority’s needs and requirements to be created. Redcentric offer two levels of service
• Standard – Base re-active database administrator (DBA) activities to maintain an SQL Server environment
• Premium – Standard plus additional pro-active DBA activities (see below for details).
In addition to the above, Redcentric can provide, a whole host of extra activities. Included in these are:
• 24/7/365 support service for business critical production environments
• SQL Server upgrade service
• Environment health checks and service improvement (SIP) recommendations
• Performance health check and performance improvement (PIP) recommendations
The provision of each service will commence with an onboarding / take-on exercise. The content and hence the cost of this on-boarding activity will vary dependant on the location selected and the additional services requested by the Authority.

Redcentric has 2 offerings available, Standard Service and Premium service. Due to the character limit please see attached service definition for full details of the service provided.

Service scope

Service scope
Service constraints The following database services are out of scope but are available as additional cost options, if required:
• Out of hours standby and callout service – 24*7*365 for priority 1 (critical) faults
• Out of hours service
• Additional database performance health checks
• SQL Server service pack upgrades – considered as major patch levels and once a Service Pack has been released, you have one year to apply that Service Pack in order to remain at a supported level
• SQL Server cumulative updates (includes bug fixes and functional improvements)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim to acknowledge all Advice and Guidance requested within 15 minutes. Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Support levels Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal. Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible. Redcentric has a team of Service Delivery Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £325 per person
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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