Limited to Oracle and MS SQL/Server databases; installation and configuration; maintenance and support; performance management; backup and recovery, based on customer written specifications for service and schedule information.
Service Request Response:
| Service Request | Description | Response | Design and Assessment |
| Routine Request | Non-incident request for database creation, deletion, backup or other changes | 8 business hours | 3 business days |
Incident Response:
| Severity | Description | Response | Resolution |
| Production Database Outage | Production database(s) are unavailable | 30 Minutes | 4 hours |
| Critical Incident | An incident impacting one or a few users that has a major impact on production operations | 1 hour | 8 hours |
| Routine Incident | An incident impacting non-production service or minimal to no impact on production operations | 4 business hours | 8 business hours |
Any clinical, practice management, research or other local systems at UNTHSC.