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Abstract
Shortly after Synergy Telecom Inc. and Connect Plus merged, they underwent a drastic change not only financially, but also externally with their current customers in various aspects of their structure. A need to implement a common system was absolutely necessary to provide better service to the customer. Now that the new database solution is in place, it must be supported in the production environment
Synergy and Connect Plus System Support
Synergy Telecom Inc., an Integrated Service Provider, recently acquired Connect Plus, a telecommunications vendor in hopes to increase revenues and better support their customers. The problem was that their current database systems did not effectively work together to satisfy customer needs. Now that the new system has been implemented, and the project has come to a close, it may have seemed as if there is no more work to be done. However, That is certainly not the case at all. There is still a great deal of work that needs to be done to keep the database up and running.
User Support
Users of the system will be given a training class on how the new system works. The class will be taught in a lab environment with "dummy data" so that the customer service representatives can simulate their job functions. Training materials, such as a quick reference guide, FAQ's (frequently asked questions), and a SOP (standard operating procedure) will be distributed to all users of the new system. Technical issues will be logged through the company's help desk and routed to the appropriate database administrator for service. Support for the new system will be available twenty-four hours a day, seven days a week. The on-call system administrator will handle problem calls that are logged after hours.
Data Management
The company's Database Administrators, also known as DBA's, are responsible for importing and exporting data to and from the SQL Server. In the current trend to downsize and combine client/server systems with mainframe systems and Web technologies to create Enterprise systems, importing data from the mainframe to SQL Server is a common occurrence. Because the new SQL Server version 000 has many different replication capabilities, Managing and setting up replication topologies is a critical job function of the DBA's. The DBA's is also responsible for creating user accounts, assigning users to databases, and determining the proper security level for each user. Within each database, the DBA is responsible for assigning permissions to the various database objects such as tables, views, and stored procedures.
Server Maintenance
The company's current server maintenance plan will cover the new system that has been put in place. The plan is as follows Network Administrators will perform monthly maintenance on the server. It is at this time when security patches, operating system service packs, and antivirus updates will be applied. There will be times when the DBA works along side the Network Administrator during the shutdown to apply specific SQL service packs, or perform full upgrades on the SQL database. Network Administrators will be responsible for performing scheduled backups of the server, as part of the company's backup and recovery plan.
Conclusion
One of the main reasons that this project has been successful is that the company's IT Management incorporated support for the new database into the service level agreement for the entire company. The IT support staff had a clear understanding of what their responsibilities were in regards to supporting the new system, since it is their job is to meet the goals of the service level agreement. The service level agreement ensures that the system will be supported twenty-four hours a day, seven days a week; to fit the business needs of customer.
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