Service Name
|
Database Management - Unidata
|
| Description |
University Database Management - Unidata
|
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) |
Clayton Burton
|
| VP Customer |
Vice President for Business Affairs |
| Availability |
- Support is provided 8:30 am - 5:00 pm, M-F except for campus holidays and shutdowns.
- Trouble calls and programming requests to 864-294-3277 - helpdesk@furman.edu
|
| Support |
The Unidata DBMS is available 124 X & X 365 except during planned maintenance and upgrades.
|
| 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 of problem or escalated to vendor within that time
- Have the database available to the user 98.5% of the time
|