Flexible Service Options
Different clients have different needs. At Newman we do not believe in “blanket” or one-size-fits-all solutions. Our Tiered Service Model is flexible enough to provide for single server set-ups to complex distributed environments.
Our services can be tailored to suit the needs of an SME or a large corporate. Our clients have the option to define the service they receive from Newman down to an individual server or database level.
The reason for this is simple. Most IT environments are highly diverse, which means that a uniform, or inflexible service model will not work for most clients. A development or QA server, for example, does not require the same type, or the same level of service as a production server.
We offer four Service Tiers – Essential, Basic, Standard and Advanced. For each individual server or database, our clients have the option to select a Service Tier and select a Service Level that suits their needs.
The Newman Tiered Service Model gives our clients the freedom to shape the service they get from Newman to their exact requirements.
Essential Service Tier
The Essential Service Tier forms the foundation of the services offered by Newman. The services included in the tier are essential to any database environment.
The Essential Service Tier is available under a Service Level Agreement. The services included in this tier are briefly discussed below.
(Any issues are referred to higher level support)
Basic Service Tier
From the Basic Service Tier and upwards, Newman offers a higher degree of expertise to our clients. The Basic Service Tier includes all services offered in the Essential Service Tier.
The Basic Service Tier is available under a Service Level Agreement. The services included in this Service Tier are briefly discussed below.
SLA Uptime % (DB Availability)
Newman’s Monitoring Service compares monitoring results with known industry benchmarks.
The Basic Service Tier includes the following monitoring services:
Standard Service Tier
The Standard Service Tier includes all services offered in the Essential and Basic Service Tiers.
The Standard Service Tier is available under a Service Level Agreement.
Interpret Database Statistics and Investigate Wait Events.
Advanced Service Tier
The Advanced Service Tier includes all services offered in the other Service Tiers. Services offered in this tier are normally available on a retainer basis. A Service Level Agreement will be agreed upon with the client if so required.
Services offered in the Advanced Service Tier are available to other Services Tiers on a Time Material Basis. These services are listed below.