Oracle support at lowest UK prices - fast response guaranteed

Q: How can you maximise our database uptime?
A: We believe in prevention rather than cure. Our proactive and continual monitoring regime ensures that outages are extremely rare.
Q: How do you access our database servers?
A: We will use whatever remote access technology suits you best. We currently use a combination of VPN (Virtual Private Networks), SSH (Secure Shell) and Password Token technologies to ensure that we can access your servers securely, reliably and quickly. We are also happy to use remote control software (e.g. pcAnywhere, Remote Administrator or Citrix products) if that is your preferred remote access method.
Q: What service levels can we expect?
A: Our consultants are ready to take your call. Your support call will be immediately routed to a skilled database support consultant. We guarantee a technical response within 30 minutes, but in practice you will receive an immediate response within standard support hours, and a response well within our guaranteed service levels at other times.
Q: Due to the nature of our systems, it is inappropriate to perform maintenance tasks during the standard support hours (8am - 6pm). Can you perform these tasks outside standard hours?
A: Maintenance tasks are performed at times that suit you. We perform out-of-hours work at no extra cost for clients on our proSECURE package.
Q: Which Oracle versions do you support?
A: We support all versions, but most of our clients are now using Oracle9i or Oracle10g in standalone or clustered environments. We perform upgrades and patches on agreement with the client, and at no extra cost. Oracle9i clients are advised to plan a move to Oracle10g in the near future.
Q: Does your support price include database recoveries when required?
A: Yes. All our database support consultants are trained in a range of database recovery scenarios, and our fast recovery service is included in the price.
Q: Where are your support consultants physically based?
A: All our consultants are based in the UK, and most are in Greenwich, London. When issues with UK-based clients' databases cannot be resolved remotely, we will travel to the client datacentre free-of-charge to fix the problem.
Q: We have special requirements. Can you cater for these?
A: Yes. All our packages are flexible to meet clients' individual needs.
Q: What documentation can we expect?
A: All maintenance tasks performed are fully documented, and this documentation is available on request. Details of all maintenance tasks performed is also included in our periodic reports.
Q: We require support for our clients. Do you offer resales/subcontracts?
A: Yes. We can rebadge our services, or can pay a one-off commission/referral bounty to you.
Q: What are your payment terms?
A: We invoice after each month of the support term has expired. Payment is due within 30 days of the invoice date. Alternative payment terms are available on request.