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EXPERTS DELIVERING GREAT SUPPORT

Whatever you need, from product support to specialist services, you can depend on our support team and their extensive experience and knowledge.

 

So, how can we help?

EXPERTS DELIVERING GREAT SUPPORT

Whatever you need, from product support to specialist services, you can depend on our support team and their extensive experience and knowledge.

 

So, how can we help?

Always there to help


Our support team has walked the same path as you.
They have all worked extensively with databases so understand the challenges and pressures you face, especially when the unexpected happens.

With 99.7% customer satisfaction and a 95% retention rate, we are proud to deliver responsive, truly helpful support. 

Specialist support services are available

We want you to get the most out of our software and offer a range of services to assist partners and customers, including: 
  • Software support provides business hours assistance, upgradeable to a dedicated premium 24/7 hotline
  • Software upgrade services to assist with upgrading from one Standby version to another
  • Health check and Disaster Recovery (DR) Test Services designed for existing customers where we check that your Disaster Recovery environment is operating without any issues and run through a DR test with your team
  • Implementation consulting services to assist partners and customers with the installation and configuration of StandbyMP, including Snapshots

Specialist Support Services:

+ Implementation Services

Our expert DBAs will remotely guide and support you through the best practice setup of your DR environment. We offer two implementation packages: 

Standby – Quickstart Implementation 

Quickstart is conducted remotely with one of our experts. We can either be ”hands-on” and do the installation directly, or guide you through the process.  

 

Quickstart includes: 

  • Prerequisite discussion and preparation 

  • Overview of basic Standby functionality 

  • Remote installation of Standby software (agents and control center)

  • Creation of Standby Database (CSD) and basic configuration.

Standby – Comprehensive Implementation 

Our Comprehensive package is conducted remotely and includes everything in Quickstart, plus further configuration, and best-practice training.

 

  • Complete overview of configuration settings 

  • Advanced configuration - Archivelog management, notifications, and more

  • Switchover and Failover demonstration 

  • Instructions on ticketing and creating support packages  

  • Discussion on best practices for your DR database environment 

Learn more here

+ Dbvisit Protect Support

Dbvisit Protect 'Standard' and 'Comprehensive' include access to latest software versions and support from our fantastic customer services team.


Comprehensive Support

  • 24hr x 365 Day Priority 1 Support

  • Emergency Priority 1 hotline (phone)

  • 15 minute Priority 1 SLA

Standard Support 

  • Responsive online ticketing

  • Extended business hour support (Monday - Friday 0800 to 2000)

  • Latest Patches and Upgrades

View the support plans

 

+ Software Upgrade Services

For existing customers.  Our DBA will step you through a best practice upgrade with minimal impact on your DR configurations.  

 

Upgrade Service Inclusions

  • Pre-upgrade check of your DR environment

  • Best practice upgrade (to completion)

  • A detailed explanation of the latest features

  • Post-upgrade check of your DR environment 

 

View Detailed information on Upgrade Plans

+ DR Healthcheck service

Ensure your DR environment is operating effectively and will activate successfully during a planned or unplanned DR event.  This can be performed as part of your regular DR testing, which should be a critical part of your DR plan. 

 

DR Healthcheck includes:

  • Verification of current standby setup and configuration 

  • Analysis of standby log and trace files for errors 

  • Standby DR testing pre-checks 

+ DR Test service

The DR Test service is identical to the DR Healthcheck, but in addition to doing checks, we will also carry out one DR test on the standby database.