eNCoral Advanced Support Services
(eNCASS)
Your Oracle Consulting & Implementation Partner
No. 9 Jalan Tasik Selatan 3,
57100 Kuala Lumpur, Malaysia
Tel : +60-3-9058 8000.
www.nc.com.my
www.nc.com.my
Contents
1
Our Proposed Solutions
2
The Service Objective
3
eNCASS Packages
4
eNCASS In Action
Our Proposed Solutions
eNCoral Advanced Support Services (eNCASSTM)
eNCASSTM, gives you the freedom to focus on your core business by letting
eNCoral manage your Oracle database environment. By leveraging eNCoral’s
industry leading experience with Oracle database along with cost effective
support, the service gives the results you expect: Oracle databases that are up
www.nc.com.my
and running faster, cheaper and more efficient.
Our Proposed Solutions
Key Features
1. To carry out best and proven methodologies of CUSTOMER’s
database in the dbAuditTM package.
2. The dbAssistTM is your Oracle On-Site and Remote DBA. We
monitor and tune all of your Oracle database environments,
proactively respond to down situations, ensure backup and
recovery capability, and offer a variety of service levels.
www.nc.com.my
3. Real-time solutions through 24 x 7 dbHelpTM technical expertise.
4. Your Oracle environment will go through complete diagnosing
procedure by our preventive maintenance (dbInspectTM) package
quarterly.
5. The highly qualified, certified, and hands-on Oracle DBAs through
dbProTM package help you reduce time to complete a complex
database tasks.
The Service Objective
The service’s objectives are :To provide 1 year coverage of eNCASS standard package, which
consist of the following service components from eNCoral:
www.nc.com.my
1.
2.
3.
4.
5.
dbAuditTM
dbAssistTM
dbInspectTM
dbProTM
dbHelpTM
dbAuditTM
Overview
 Study and analyze existing database configuration.
 Provide short-term and long-term recommendations.
 Recommendation not only for best practice approach but
also specifically designed for your environment and
requirement.
 Provide specific service based on release features – 9i, 10g,
11g
www.nc.com.my
 No changes will be made to current configuration.
 No house keeping task will be performed.
 Present findings and recommendation along with report.
dbAuditTM
Benefits:

Initial Oracle configuration review

You will get to know your database well

Know the database features/potential and fully utilize it

Highlight potential problem before it happen

Know database best practice for your environment

Assist in future planning – capacity planning, purchasing
www.nc.com.my
new hardware

Improves database performance

Improve database security and audit trail
dbAuditTM
Features and scope :


www.nc.com.my



Operating system installation structure.
 Binary location
 Trace file location
 Log file
General database configuration.
 Data file
 Control file
 Redo log file
 Database parameter file
Review backup policy and implementation
Database performance
 AWR
 ADDM
 OS tools
Database security
 Oracle binary owner password.
 Database user password, roles and privilege.
dbAuditTM
Features and scope (cont.)


Database best practice and features by version.
Default configuration is disable or require detail analysis.
9i
www.nc.com.my
• RMAN
10g
• RMAN compress
11g
• Oracle Grid
• Persistent parameter • ASM
file - spfile
• Database Replay
• StartsPack
• Flashback database
• Automatic
partitioning – time
based.
• Fine grain auditing
• SQL Query result
cache
• AWR, ADDM and ASH
• PL/SQL function
cache
dbAuditTM
When ?
1st
Milestone
www.nc.com.my
Awarded
2nd
Milestone
PIP Sign Off
Meeting
3rd
Milestone
dbAuditTM
Activities
Last
Milestone
End of the
Support
Period
dbAuditTM
Duration and Deliverables
 1 – 2 days for execution
www.nc.com.my
Items
Deliverables
dbAuditTM task
• Maintenance Service Report
• dbAuditTM Checklist
Finding and Recommendation
• dbAuditTM Report
• Presentation session
dbInspectTM
Overview:
 Perform database health check.
 Periodic /quarterly database preventive maintenance.
 No changes for current database configuration, backup policy
procedure and no backup set restoration test.
Benefits :
 Periodically dedicated DBA check and verify database health and
www.nc.com.my
condition.
 Provide database growth information – useful for capacity planning
 Able to avoid critical error before it happen
 Maintain database performance and availability through continuous
preventive maintenance.
dbInspectTM
Scope:
 Review space allocation
 Performance Analysis
 Network Analysis
 General OS house keeping
 Ensure scheduled backup is in place
www.nc.com.my
 Review database object and structure
dbInspectTM
When ?
1st
Milestone
2nd
Milestone
Last
Milestone
3rd
Milestone
1st
dbInspectTM
dbAssistTM
www.nc.com.my
Awarded
PIP Sign Off
Meeting
2nd
dbInspectTM
3rd
dbInspectTM
4th
dbInspectTM
Service-on-demand
End of the
Support Period
dbAuditTM
1 Year
dbInspectTM
Duration and Deliverables
 1 – 2 days for execution
www.nc.com.my
Items
Deliverables
dbInspectTM task
• Maintenance Service Report
• Preventive Maintenance Checklist
Finding and
Recommendation
• Preventive Maintenance Report
• Presentation session
dbAssistTM
Overview:
 Premium database service to compliment with dbAuditTM or
dbInspectTM.
 Mode of service:
 Service on demand
 Cover most of critical and complex database job.
Benefits:
1. Corrective Maintenance
www.nc.com.my
2. 24x7 Oracle database emergency support
3. On-Site and Remote DBA support
4. Reporting and resolving all serious Oracle errors such as database
crash and performance issue.
5. Quick response emergency support for production database outages.
dbAssistTM
Scope:
1. Corrective maintenance
2. To provide non-operation Database Administrator (DBA) responsibility.
3. Performance tuning
4. Backup planning and recovery
5. DBA service upon request
www.nc.com.my
• During special event – e.g. Student registration
dbAssistTM
Within Scope:
eNCoral defined non-operation DBA responsibility :1. Installing and upgrading the Oracle Server.
Note: Excluding convert database from single to Real Application
Cluster
2. Allocating system storage and planning future storage requirements for
the database system.
3. Creating primary storage structure as requested by customer
www.nc.com.my
4. Creating primary object as requested by customer
5. Modify the database structure as requested by customer
6. Enrolling users and maintaining system security
7. Monitoring and optimizing the performance
8. Planning for backup and recovery of database information
dbAssistTM
Out Of Scope:
eNCoral defined operation DBA responsibility :1. Controlling and monitoring user access to the database
2. Ensuring compliance with customer’s Oracle license agreement
3. Maintaining archived data on tape
4. Backing up the database
www.nc.com.my
5. OS House keeping
dbAssistTM
When ?
1st
Milestone
2nd
Milestone
Last
Milestone
3rd
Milestone
dbAssistTM
www.nc.com.my
Awarded
PIP Sign Off
Meeting
Service-on-demand
End of the
Support Period
dbAuditTM
1 Year
dbProTM
Overview:
 Specifically designed for you to choose individual service.
 Fixed and one time service only.
 Charges is based on time and material.
Mode of services:
www.nc.com.my
 Service-on-demand
dbProTM
Scope of Service
To provide eNCoral defined Professional Services such as:
 Data Guard implementation
 DBVault implementation
 Backup Policy Audit
 Database Troubleshooting
 RAC implementation
www.nc.com.my
 Database Performance Tuning
 Any service related to Oracle database
dbProTM
Duration and Deliverables
 Depending on service
www.nc.com.my
Items
Deliverables
dbProTM task
• Maintenance Service Report
• dbProTM Checklist
Finding and
Recommendation
• Presentation session
Approved activities
• Maintenance Service Report
• dbProTM Report
dbHelpTM
Multiple channel for problem and issue reporting.
Start
Support Channel
Customer
logs
Service
Request
1.Email
(support@nc.com.my)
2. Web based
Ticketing Systems
(http://hotline.nc.co
m.my)
www.nc.com.my
3. Hotline
03 9058 5660
Service Request
Classifications
Identified the
severity of the
services request
Severity 1 – Very
critical
Severity 2 –
Critical
Severity 3 –
Normal
Pass the log
(issues) via email
/ web support/
phone call to the
specific personal
Response Time
If the problem
a) Severity 1 – Max 1
hours (the same working
day)
within the Klang Valley
& for outside Klang Valley
the Support shall plan the
alternative approach.
b) Severity 2 – Max 2
hours (the same working
day)
within the Klang Valley
& for outside Klang Valley
the Support shall plan the
alternative approach.
Attending Services
Request Approach
The approach will start
with in sequence via:
a) Phone Support and
email support
b) Web conference
system (Remote)
c) On site Field Engineer
Helpdesk Access Hotline
Service Request through
multiple Channels
By Customer team
Email / Web
Phone
Support Center Agents
www.nc.com.my
Helpdesk Agents
Engineer
Log into our Helpdesk Systems or
being notified by our
HelpDesk Agents
Engineer Routing
Support Flow
Support Process Flow
Customer
report
incidents
Our Hotline
Personnel
logs/updates/closes
the case in CoralLine
Our
Service
Engineer
closes or
updates
call
Our Service
Engineer
responds via
telephone,
remote dial-in
or be on-site
www.nc.com.my
Customer
dbAssist
Escalate to
Engineer
Our Hotline
Personnel assigns
new incidents
to Service
Engineers and
escalates
existing ones
On-Site Engineer
dbAssist
Past Experience
 JUPeM eKadaster Project, sub-partner of Precision Portal Sdn
Bhd (Main Contractor)
 To carry out best and proven methodologies of JUPeM’s Oracle 10g
database setup and configuration.
 These activities include all 14 Jabatan Ukur dan Pemetaan Malaysia,
nationwide.
 Deploy 3 groups of engineer to perform the task simultaneously.
www.nc.com.my
 Kementerian Pelajaran Malaysia – Servers and Database
upgrade
 To carry out best and proven methodologies of MOE’s database
migration in the StarterPackTM package.
 These activities include 14 Jabatan Pendidikan Negeri nation wide.
 Deploy 3 groups of engineer to perform the task simultaneously.
eNCASS In Action
www.nc.com.my
No
Customers
Support Period
1.
Suruhanjaya Perkhidmatan Pelajaran Malaysia (SPP)
10 Years
2.
Malaysia Tourism Promotion Board (MTPB)
8 Years
3.
Jabatan Penjara Malaysia
6 Years
4.
Kementerian Pelajaran Malaysia (KPM)
6 Years
5.
Dewan Bahasa dan Pustaka Malaysia (DBP)
6 Years
6.
Institut Penilaian Negara (INSPEN)
5 Years
7.
Penang Port Sdn Bhd (PPS)
4 Years
8.
Universiti Malaysia Terengganu (UMT)
4 Years
9.
Universiti Malaysia Sarawak (UNIMAS)
4 Years
10.
Universiti Tun Hussein Onn Malaysia (UTHM)
4 Years
11.
Kementerian Sains Teknologi & Inovasi (MOSTI)
4 Years
12.
Universiti Putra Malaysia (UPM)
4 Years
13.
IBIL (M) Sdn Bhd (IBIL) for Telekom Malaysia Bhd (Dorado db)
2 Years
14.
Bank Kerjasama Rakyat Malaysia Berhad
1 Year
Past Experience On RAC Implementation
www.nc.com.my
No
Customers
Type Services
1.
VADS BERHAD – TM for MERSS999 Project
RAC, Data Guard, Golden
Gate
2.
EXATREZ for MOHR Job Malaysia Project
Data Guard, Oracle Stream
3.
Jabatan Penjara Malaysia (PENJARA)
4.
Majlis Perperiksaan Malaysia (MPM)
RAC
5.
Dewan Bahasa dan Pustaka Malaysia (DBP)
RAC
6.
Jabatan Peguam Negara (JPN)
RAC
7.
Penang Port Sdn Bhd (PPSB)
RAC, Data Guard
8.
Universiti Malaysia Sarawak (UNIMAS)
RAC, Data Guard
9.
Kementerian Sains Teknologi & Inovasi (MOSTI)
10.
Universiti Putra Malaysia (UPM)
RAC, Data Guard
11.
IBIL (M) Sdn Bhd (IBIL) for Telekom Malaysia Bhd (Dorado
db)
RAC, Data Guard
12.
Kementerian Pembangunan Wanita, Keluarga dan
Masyarakat (KPWKM)
RAC, Data Guard
RAC
RAC
www.nc.com.my