Managed Database: Service Level Expectations (SLE)

The following table lists the service fulfillment target for each approved service request:

Service Request Fulfillment Target
Standard Dedicated Database Server 5 Business Days
Standard Database on Shared Server 5 Business Days
Shared Database on DBaaS Platform 1 Business Day

The Managed Database Service Level Expectation (SLE) document is included within the Infrastructure Hosting bundle of SLEs. To review all SLEs in the Infrastructure Hosting SLE bundle, click on this link: Infrastructure Hosting Bundle of SLEs.

After Hours Engagement

Customers selectable option for contact and partnered engagement during Extended Support Hours. Engagement is initiated upon automated critical alerts involving customer purchased services.

After Hours Engagement Contact Method
Default Phone Call & Email
Option 1 Email
Option 2 No Contact