Subscription Services

Premium Maintenance Support Services


Database system maintenance plays an important role in sustainable business operation. This is caused by Database systems contain important data which mostly become the central of business’ operation itself.

Professional Maintenance Services from Equnix provides important added value for the sustainability of the database system’s operation. As we know, using a database system in production environment is a mission critical and therefore requires full support.

In order to cater Reliability, Availability and Scalability, we believe that online support service is not sufficient. When there are critical times, Equnix will support the client from: on email, on the phone, on remote up to on site that can provide instant solutions, such as: reconfigure, problem fix, workaround, up to bug fixing (quick fix and permanent fix) and patches. That is why Equnix always enable the support up to local on site services to its clients.

Our Maintenance Support covers 24 hours a day and 7 days a week (24/7), clients enjoy the full readiness of Equnix’ team support. Equnix as the second party in handling incidents, while the client acts as the first party who does the preliminary analysis of the incident, whether it is related to the hardware, OS, database, application, or other factors. If the incident is related to the database factor, then it may be escalated to Equnix’ team. Equnix’s team acts Reactively to maintain client’s database system.

Feature

  • Stable, Reliable and Scalable
  • Replication and High Availability
  • Multi-Master Replication
  • Point-in-Time Recovery
  • Horizontal Scalability
  • Vertical Scalability
  • Clustering

Maintenance

  • On-Site Standby Support by Appointment(migration,maintenance,etc.)
  • Scheduled Maintenance (every 3 months)
  • Consultative for Mission Critical Condition
  • On Web/Ticket or On Email Support
  • On-Phone Support, On-Remote Support, On-Site Support
  • SLA up to 99.95%
Check Our SLA
Get a Quotation

Do you have question? Go to our Frequently Asked Questions page!

FAQ

Scope of Service

All Enterprise PostgreSQL services from Equnix includes the support request service via email, phone, remote access or on site. For support request meeting for a discussion or consultation, the client would first propose the meeting schedule and agenda.
Our services as below:

  1. Level 1: Technology Support
    1. Installation, non-production and non-data-conversion migration
    2. Vital Sign Report and Alert through Email
    3. Script tools for daily operational
    4. Preventive Maintenance every 3 (three) Month, and Report preparation
    5. Scheduled Standby Support for critical time (any action potentially cause downtime)
    6. Corrective Maintenance: On Phone, email, up to On Site. Follows Severity level escalation
    7. Multi-tier Backup & Disaster Recovery Implementation
    1
    smaple image

  2. smaple image
    2
    Level 2: Expert Level Support
    1. Slow Query resolution
    2. Configuration, Reconfiguration, Resource Adjustment
    3. Performance Tuning (Hardware, Server and Query Tuning)
    4. Capacity Planning, Sizing, and Scaling
    5. Availability Design and implementation (HA, Hot Standby, etc)
    6. On request meeting consultation for RAS (Reliability, Availability and Scalability)
    7. PostgreSQL to PostgreSQL Data migration
    8. Upgrade feature and version policy

  3. Level 3: Principal Level Support
    1. Deep Root Cause Analysis and resolution, it can be:
      • Bug Fix, or
      • Quick fix, or
      • Performance patch
    2. Security concern and consideration.
    3. Performance Assurance and limitation.
    4. Scalability and sizing for strategic planning.
    5. Customization (charged separately).
    6. Feature usage consideration
    7. Version upgrade policy,
    3
    smaple image

Preventive Maintenance (PM)

Preventive Maintenance is the scheduled maintenance effort as part of the Maintenance Services from Equnix to the client’s database system. Execution of Preventive Maintenance is done according to the following terms;

  1. 3-monthly scheduled visit, to do Health Check, with reports delivered maximum 2 (two) weeks after the visit.
  2. Visit on request; the client proposes their request beforehand for a visit, with notification minimum 1 day prior, for the purposes of assistance when there is migration or other scheduled actions which can influence the system’s critical status.

Corrective Maintenance (CM)

Corrective Maintenance is the maintenance effort as part of Equnix’ service, through applying corrections when an error occurs in the client’s database system. Corrective Maintenance is done according to the client’s ticket request to Equnix. Execution of Corrective Maintenance is done in accordance with the Service Level Agreement based on Severity Level as follows;

Severity Level Lead time
Response On Site Resolve
1 1 hour 3 hours 4 hours after on site
2 1 hour 12 hours 48 hours
3 1 hour Next Business Day 5 Business Days

Severity level definitions

Video title
  1. 1
    Severity Level 1

    An error occurred, which has become a stopper to the production site which causes the service to be in-operational or non-functional, or which can cause data loss on the production system and there is no workaround procedure to handle this error. Included in this case is security breach; Data or Access overloaded; Hardware failure; etc.

  2. 2
    Severity Level 2

    The production site’s database system still operates normally, but there is a major function which does not operate in accordance with technical documents. Also there is no workaround to handle it. For example there is a problem arising from hardware and failover can not be executed.

  3. 3
    Severity Level 3

    The production site's database system operates normally, but there is a minor function which does not operate in accordance with technical documents.


Managed Services

Professional PostgreSQL Managed Services from Equnix for PostgreSQL database system provides the guarantee of the client’s database system management.

Managed Services is delivered on top of Maintenance Services, therefore subscription of Maintenance Services is mandatory. With Managed Services from Equnix, clients do not have to be hassled with the problems of avoiding and handling incidents on their database system. This service provides the client’s database system operational availability guarantee, Equnix’ team being ready for 24 hours a day 7 days a week (24/7).

Support from Managed Services has the nature of Level - 0 Support (Managed Support). This means Equnix as a support vendor acts as the first party to do root cause investigation of incidents and also being more Proactive in managing the database system.

smaple image

Uptime SLA

No Uptime Level Guarantee Max Tolerable Downtime (in hours) Supporting Technology
1 95.00% 438 Cold Standby
2 98.00% 175 Warm Standby
3 99.00% 87,6 Hot Standby
4 99.90% 8,76 High Availability

Cold Standby

Providing uptime level through system restoring the service through a backup hardware in condition from offline backup. Recovery also can be achieved using available hardware spare part as backup. Data backup is provided through offline (Full backup and Incremental backup).





Warm Standby

Software technology to support in providing high uptime level through database system restoration in hardware and system condition being turned on but not ready to service yet. This level implementation normally uses disk level replication, so the replica usually cannot be in service.





Hot Standby

Software technology to support in providing high Uptime Level through database system replication/mirroring from Master to Replica. The system is always on and ready in service, but usually only able to read. The system can be on active or passive condition, and can be promoted as the new Master through a certain mechanism manually, in relation to system conditions or specific policies.

High Availability

Software technology to support in providing high Uptime Level through preparing a backup database server which is replicated in real time with the Master database. Provisioning for High Availability capability is equipped with additional capacity of automatic failover in supporting Hot Standby implementation. This is the most standard level of Equnix’ delivery to the client.