HQ
United States
North America
Production Support
Oracle support that keeps production stable
Incident response, AWR-based monitoring, and proactive health checks tied to SLOs you define — escalation paths clear before issues occur, not during them. Named engineers, not a support queue.
What We Cover
Production Support services
From 24/7 on-call through root cause analysis to proactive capacity planning — support that keeps your Oracle estate observable and stable.
Incident Response
Named on-call engineers with defined SLAs. When production breaks, the right person is paged immediately — not a generic support queue.
Performance Monitoring
AWR and ASH-based analysis, custom dashboards, and alerting thresholds that match your business hours and batch windows — not off-the-shelf defaults.
Root Cause Analysis
Post-incident reviews that identify the true cause — not just the symptom — and produce a remediation plan that prevents recurrence.
Proactive Health Checks
Scheduled reviews of space, segment health, invalid objects, and redo log status — catching issues before they become incidents.
Capacity Planning
Trend analysis and growth forecasting so storage, tablespace, and compute resources are provisioned ahead of demand, not scrambled for after the fact.
Runbooks & Handoff
All monitoring setup and incident playbooks documented and handed off — no opaque black-box support dependency on OptiSol.
Support Model
Three-tier escalation structure
Every ticket enters at L1 and escalates only as far as needed — keeping expert time focused on genuine complexity.
L1
First Line Support
Triage & initial response
First point of contact. Ticket intake, priority classification, and resolution of known issues using documented runbooks.
- Ticket intake via email, portal, or phone
- Priority assignment (P1–P4) — SLA clock starts
- Resolution of known / low-complexity issues
- Escalation to L2 when runbook threshold met
L2
Technical Support
Investigation & fix
Senior Oracle engineers who diagnose, develop fixes, and manage change-controlled deployments for complex incidents.
- Deep-dive AWR / ASH performance investigation
- Patch development & validation in staging
- Change-managed deployment to production
- Escalation to L3 for architectural issues
L3
Expert Escalation
Architecture & critical resolution
Principal Oracle architects for P1 critical incidents, RAC/Data Guard failures, and issues requiring architectural-level changes.
- P1 critical: production down response
- RAC, Data Guard & ASM failure resolution
- Root cause analysis & post-incident report
- Architecture recommendations to prevent recurrence
Service Level Agreement
SLA Matrix
Agreed response and resolution targets by priority — so you always know what to expect when something goes wrong.
| Priority | Criteria / Impact | Examples | Response Time | Resolution Target | Owner |
|---|---|---|---|---|---|
| P1 — Critical | Production system down. Business operations fully halted. | DB connection failure, instance crash, login impossible | ≤ 30 minutes | ≤ 4 hours | L2 + L3 |
| P2 — High | Major functionality impaired. Significant business impact. | Key query failures, DataWindow errors, report generation broken | ≤ 2 hours | ≤ 8 hours | L2 |
| P3 — Medium | Partial functionality impacted. Workaround available. | Slow performance, non-critical errors, print issues | ≤ 4 hours | ≤ 2 business days | L1 / L2 |
| P4 — Low | Minor issue or cosmetic defect. No business impact. | UI formatting issues, label text errors, minor field alignment | ≤ 1 business day | ≤ 5 business days | L1 |
* Response times are measured from ticket receipt during agreed support hours. SLAs are customised per engagement. 24×7 coverage available for P1/P2 on request.
Incident Lifecycle
From raised to closed & documented
Every ticket follows a structured lifecycle — from the moment it's raised to the moment it's closed and documented.
Ticket Raised
Email, portal,
or phone
or phone
L1 Triage
Priority assigned,
SLA starts
SLA starts
Investigation
L1 → L2 → L3
as needed
as needed
Fix & Test
Patch developed
& validated
& validated
Deployment
Change managed
release
release
User Confirmation
Client sign-off
required
required
Closed & Documented
Runbook
updated
updated
How we work
Support that matches how you operate
We match our support posture to your business hours, on-call windows, and compliance requirements — not the other way around. SLAs are agreed up front, response roles are named, and escalation paths are written down before anything goes wrong.
Monitoring is built around your actual workload patterns — OLTP peaks, batch windows, month-end reporting cycles — so alerting fires on meaningful deviations, not noise. Every incident produces a post-incident review with a genuine root cause, not just a symptom description.
Typical engagement scope
Named on-call engineer with agreed SLAs
AWR / ASH monitoring setup & custom dashboards
Weekly health check reports
Post-incident root cause documentation
Capacity trend reports & growth forecasts
Runbook creation & knowledge transfer
Client Results
Production support that proved its worth
Real outcomes from Oracle production support engagements — incident reduction, SLA recovery, and stable operations restored.
No case studies found.
