Inventa

Inventa will follow a well defined process for providing support. The diagram outlines the major support components.

SUPPORT TEAM

Inventa will provide WFI access to a team of experienced DBAs. This team will consist of the following members:

• Lead Sr.DBAs – The Lead DBA is a senior level resource who will be responsible for overall coordination of support efforts. They will manage the work queue, assigning work within the support team. The Lead DBA will also be responsible for handling or providing assistance on any complex requests. They will oversee work performed by members of the team, ensuring the quality the completed work. The Lead DBA will also serve as the primary contact for your Database Manager.
• DBAs – The DBA is an experienced resource that will be responsible for performing database support tasks under the direction of the Lead DBA. Where needed, the DBA will interface with both customer and Inventa resources.
• Technical Specialists – A variety of other Inventa technical specialists (Performance Managers, System Administrators, etc.) will be available to the support team to assist in resolving issues and developing solutions.
• Project Manager – The Inventa Project Manager will ensure that the team is meeting the customers supports needs. This person will monitor the activities of the team and is responsible for providing weekly status reports. The Project Manager is also the escalation contact for any service related issues.
• Director of Operations – The Inventa Director of Operations will ensure that the team has all resources necessary to provide support to the customer. This person will also serve as an additional escalation contact for any service related issues.

Request Processing

Requests will be placed in a work queue. The queue will be processed based on priority and type of request. If there are several urgent requests, Inventa will contact you for further prioritization/ordering of these requests. The Database Manager can also upgrade or downgrade the priority of existing requests to match the needs of his users.
Under the direction of the Lead DBA, Inventa DBAs will be assigned requests from the queue. When applying code from developers to the database, the DBA will verify that the code follows your documented standards. If the development of scripts or other code is required, the DBA will also follow your documented standards and will perform any unit testing necessary to ensure the quality of the code.

Request Completion

Upon completion of the request, the Inventa DBA will notify the requestor. The DBA will also make sure any code or documentation is checked into your version control software and/or is placed in the appropriate folders within your environment as you choose.

Request Management System

Inventa’s use an automated request management system. All database requests will be managed and monitored using this application.
The Inventa DBAs will use this system to document all work performed and will be responsible for keeping it up-to-date as they make progress on the request. The request management system can also be made available directly to you for request submission, checking status and/or reviewing requests.
Inventa highly recommends the use of this facility as this solution creates a detailed views of all requests from cradle to grave.