Tiered Database Delivery Model

DBA Services, Monitoring, and Support

Service Desk and Monitoring

Operations and Technical Delivery

Engineering and Critical Problem Resolution

Tier 1	Tier 2	Tier 3
Provide 24x7x365 live DBA support	24×7 DBA Service Requests (SRs) “Perform Database Tasks upon Request”	Proactive DBA Activities “Improve Database Environment”
Implement monitoring and ticketing systems	Execute on all incidents received by Tier 1	Serve as escalation from Tier 2
Monitor and troubleshoot scheduled jobs	Provide 24x7x365 DBA request availability	Provide 24x7x365 DBA request availability
Monitor and troubleshoot backup/recovery jobs	Perform database install and creation	Perform database install and creation
Monitor custom events and replication/clustering	Create schemas, tables, views, indexes, etc.	Advise and consult on architecture and engineering issues and approaches
Respond to incidents, alerts and notifications	Optimize CPU and memory utilization	Provide Senior DBA support & collaboration
	Perform database upgrades and migrations	Perform complex issue resolution/correlation
	Perform database patching and/or bug fixes	Perform root cause analysis on recurring issues
	Perform database refresh/cloning/cleansing	Provide issue tracking and communication
	Perform database configuration and validation	Perform advanced database and query tuning
	Perform data/index/disk re-organizations	Perform proactive space/growth management
	Perform SQL/database/instance tuning	Database security, compliance, licensing
	Execute and verify DDL/DML/scripts	HA, DR and scalability improvements/strategy
		Backup and recovery improvements/strategy
		Clustering and replication improvements/strategy

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