Service Name
|
University Database Administration - MS SQL
|
| Description |
Provide the administrative tasks required to keep all of the instances of the Microsoft SQL Server Database Management System running at levels necessary to support the various applications using SQL Server.
|
Service Line
|
Administrative Systems
|
| Features |
- Upgrade database to level required by application
- Restore database if required to solve problems
- Research problems and escalate to vendor if needed
|
| Service Administrator (owner) |
Soren King
|
| VP Customer |
Vice President of Business Affairs |
| Availability |
The SQL Server DBMS is available 24 X 7 X 365 except during planned maintenance and upgrades.
|
| Support |
- Support is provided 8:30 am - 5:00 pm, M-F except for campus holidays and shutdowns.
- Trouble calls and programming requests to 864-294-3477 - helpdesk@furman.edu
|
| Initiated |
- Approved Work Requests
- Escalated Incidents or Problems from the Help Desk
|
| Charges |
none
|
Delivery channels
|
- Satisfied Work Requests
- Consulting and Support
|
| Prerequisites |
Functioning infrastructure, network, servers, and user interface
|
| Key Service Targets |
- Complete 90% of upgrades within 3 months of the time the user and owner agree that upgrade is needed
- Complete 90% of restores within 3 business days of the time the user and owner agree that a restore is needed
- Resolve 90% of problems within 5 hours from when notified or problem or escalated to vendor within that time
- Have the database avialable to the user 98.5% of the time
|