We provide it, we guarantee it.
SRAE could provide true supports for all of our Clients. Both monitoring alerts and ticket requests via web, email, and phone arrive at the Service Center and are addressed by a real person: No voicemail or automated responses.
Our SLA guarantees that we will respond to all emergency requests in at most 60 minutes, day or night. (emergency issues in 30 min.)
All tasks and requests are tracked in our online ticketing system. All Clients have complete access to ticket history, which shows time worked, admin assigned, and contains a complete record of every interaction with the SRA Service Center. Ticketing reports can be scheduled or retrieved on demand.
The SRAE SLA is simple: If we provide it, we guarantee it.
| Monitoring Category | Monitor Detail |
| Space Management | Tablespace approaching full by percent, bytes, and estimated time |
| Free extents | |
| Next extent / contiguous free space | |
| Archive log file system free space | |
| Flashback recovery area free space | |
| Backup and recovery | Backup job execution |
| Internal datafile backup status | |
| Retention period validity | |
| Recovery time validity | |
| Logs | Alert log errors and warnings |
| Listener log activity | |
| Resource limits | Approaching max sessions |
| Approaching max open cursors | |
| Approaching max processes | |
| Standby databases | Standby lag time |
| Unrecoverable options performed on primary | |
| Logical standby error detection | |
| Partitions | Rolling partition design and maintenance |
| Locks | Long-running locks |
| Blocking locks | |
| RAC | RAC node validity |
| Memory interconnect heartbeat | |
| Cluster monitoring | |
| Jobs | Job failure detection |
| Broken job repair | |
| Distributed database | Materialized view execution |
| Queue propagation | |
| Multi-master and streams error detection | |
| Oracle E-Business Suite | Application server processes |
| Database query through mod_plsql check | |
| Forms server availability | |
| Workflow mailer availability | |
| Concurrent manager runtime diagnostics and availability | |
| Audit Trail monitoring |