Flexible Service Plan Matrix
Not everyone needs the same level of database support. SRAE has refined our Remote DBA Service plans to provide just the right level of help. From emergency support only to full Oracle DBA outsourcing, SRAE can design a support plan that is just right for your technical needs and your budget.
| Included Service | Bronze | Silver | Gold (EBS) |
| 7x24 Response SLA | 5 x 12 | Yes | Yes |
| Phone, Web and email Service Center access | Yes | Yes | Yes |
| VPN device included | Optional | Yes | Yes |
| 7x24 monitoring | 5 x 12 | Yes | Yes |
| Monthly account review phone call | Yes | Yes | Yes |
| Weekly ticket and alert summaries | Yes | Yes | Yes |
| Quarterly written assessment | No | Yes | Yes |
| Performance and capacity trending | No | Yes | Yes |
Bronze
Designed as an “insurance policy” plan, Bronze Support provides a 5 x 12 (Business Days, 07:00 - 19:00) SLA for emergency response and monitoring. SRAE administrators will provide the same SLA for responding to emergency issues as any hosting or remote customer, but other supports are limited.
Silver
More advanced monitoring conditions and an additional hour of support make this option best for generally stable production systems that have more activity and are more likely to experience high volumes of sessions, cursors, locking, etc. This option includes more detailed monitoring to pick up potential transaction errors before they become a problem and Performance and capacity trending .Support monitoring conditions including RAC（Real Application Clusters）, predictive performance, distributed database transactions, and custom monitors that generate Client-specific responses from our Operation Centre.
Gold (EBS)
SRA’s highest level of support which provides Silver plus additional services for Oracle E-Business suite. The services include Application server monitoring, DB query checking and so on.