Jaggy provides three levels of DBA Support and eApps managed services. Services are provided either remotely or on-site and are designed to cater to a variety of requirements. Support options vary from an occasional support\troubleshooting to 24x7 support for business critical systems.

Level I

Entry level support - providing customer access to a dedicated Oracle help-desk equipped to handle technical incidents. Resolutions / solutions are delivered according to a Service Level Agreement. This support service can cover Oracle (Database, Oracle Application Server, Oracle E-Business Suite, OBIEE, SOA Suite, ALUI), Microsoft (SQL Server, SharePoint, MOSS, Exchange), IBM (DB2 editions), MySQL Database (Enterprise Server, DW, Cluster).

Level II

This covers monitoring, tuning, patching, backups and the general health of the Oracle system. A helpdesk is provided for incidents that may occur throughout the working day. As with Level I, Jaggy can offer this service for Oracle (Database, Oracle Application Server, Oracle E-Business Suite, OBIEE, SOA Suite, ALUI), Microsoft (SQL Server, SharePoint, MOSS, Exchange), IBM (DB2 editions), MySQL Database (Enterprise Server, DW, Cluster).
 

Level III

Level III takes the comprehensive managed service provided by Level II but extends the hours of coverage to 24x7 for critical issues. This is ideal for organizations whose system is business critical and 24 hour availability is key.

Engagement Models

Jaggy engages its clients in various flexible ways to manage client requirements that could be one-time or on-going multi-year projects. Our models include fixed-fee, Time and Materials (T&M), Service Level Agreement (SLA) based, Units of Work and reward schemes.