IMPORTANT - READ CAREFULLY
PACKAGED SERVICES
Architectural Health Check
Architectural Roadmap and Solutions Blueprint
Enterprise Readiness with EDB Postgres
Migration Assessment
Migration Roadmap – Bulk Database Classification
RemoteDBA Premium Service
Security Evaluation for Postgres
Technical Account Management
Tune-up for Postgres in a Public Cloud (RDS)
PACKAGED TRAINING
On-site or Private On-line Training, delivery of non-customized classes
GENERAL AND MISCELLANEOUS TERMS AND CONDITIONS
General Terms and Conditions - All Packaged Services
General Terms and Conditions - All Packaged Servicesand all Packaged Training
PACKAGED SERVICES
Architectural Health Check
Initiation
- Provide a pre-defined task plan and conduct project kickoff and service review
3 Day Workshop
- Hardware and OS Configuration Analysis
- Architectural Analysis
- Indices, Clusters, Schemas, Table spaces
- Analysis of Database Activity
- Configuration Parameters and Query Tuning
- Vacuum Analyze Strategy
- Backup Strategy and Security review
- Partitioning Review
Post Workshop (2 Days)
- Analysis of environment and existing configuration parameters with respect to the current or planned use case
- Creation of detailed Architectural Health Check report with current and recommended changes in parameters and settings
- Report review with customer via web conference
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer before the engagement begins:
- Provide assigned Database Administrator(s) to assist EDB during the Services engagement and to participate in the review of the recommendations
Architectural Roadmap and Solutions Blueprint
Initiation
- Provide a pre-defined task plan and conduct project kickoff and service review
5 Day Workshop
- Review current strategy and architecture for data management and database systems
- Examine upcoming requirements and existing Postgres portfolio
- Review the EDB Postgres data management and solutions portfolio
- Discuss migration paths from different database systems to EDB Postgres
- Review SLAs and systems standards
- Review standards and development of a standard operating environment for: operating systems, database server deployment and tuning, high availability, monitoring, auditing, backup and recovery, upgrades, and user management
- Review Postgres skills sets within the organization and plan for required skill development or resource additions
Post Workshop
- Services Engagement Completion Report with Roadmap and Blueprint - review via web conference
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer before the engagement begins:
- Provide EDB access to System Architects, Database Administrators, and DevOps personnel in support of conducting the workshop and for review of roadmap
Enterprise Readiness with EDB Postgres
Initiation
- Provide a pre-defined task plan and conduct project kickoff and service review
5 Day Workshop
- Install and tune EDB Postgres Advanced Server (EPAS) on 3 servers
- Establish streaming replication between the 3 servers with one primary and two hot standbys
- Install and configure EDB Postgres Failover Manager (EFM)
- Install and configure EDB Postgres Enterprise Manager for monitoring and alerting according to EDB best practices
- Install and configure EDB Postgres Backup and Recovery Tool for backup/recovery management of Postgres databases
- Configure Write Ahead Log (WAL) shipping to supplement streaming replication and enable point in time recovery
Post Workshop
- Services Engagement Completion Report - review via web conference
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer before the engagement begins:
- Provide assigned System Administrator(s) and Database Administrator(s) to assist EDB during the Services engagement
- A list of technical pre-requisites to be performed by the customer is below. These technical prerequisites are required to be in place before the EDB consultant arrives on site to begin the service, otherwise delays and additional work may be required which may necessitate a change request.
Migration Assessment
Initiation
- Provide a pre-defined task plan and conduct project kickoff and service review
- Installation Profile Interview: Understand DB architecture/configuration and application usage
Activities and Service Deliverables
- System diagnostic inventory
- Migration Assessment Review
- Migration Assessment Report - review via web conference
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer before the engagement begins:
- Assign a Database Administrator(s) to assist EDB during the Services engagement
- Access to Oracle schemas from the EDB Database Migration Assessment Tool (DMAT) for read only assessment of the schema structure (tables, triggers, views, functions, procedures, packages). The DMAT does not access application data
- Designate a project sponsor to review and evaluate the migration assessment report and evaluate the plan
Migration Roadmap – Bulk Database Classification
Initiation
- Provide a pre-defined task plan and conduct project kickoff and service review
Activities and Service Deliverables
- Assessment and classification: assess Oracle Database schemas using the EDB Database Migration Assessment Tool (DMAT)
- Analyze the assessments for incompatibilities
- Provide a roadmap report with the level of effort to do a database migration to EDB Postgres and identifying candidates for migration that are the best fit to start
- Services Engagement Completion Report with Roadmap and Blueprint - review via web conference
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer before the engagement begins:
- Assign a Database Administrator(s) to assist EDB during the Services engagement
- Access to Oracle schemas from the EDB Database Migration Assessment Tool (DMAT) for read only assessment of the schema structure (tables, triggers, views, functions, procedures, packages). The DMAT does not access application data
- Designate a project sponsor to review and evaluate the migration assessment report and evaluate the plan
RemoteDBA Premium Service
Initiation
- Conduct project kickoff with detailed on-boarding meetings with review of service lifecycle
Activities and Service Deliverables
| RemoteDBA Premium Service Description(1) | On Premises Database Instances | Public Cloud Database Instances |
| Install/Operate Management and Monitoring Software(2) | Yes | Yes |
| EDB Postgres Enterprise Manager (PEM) Monitoring Setup(2)(3) | Yes | Yes |
| 24 x 7 Monitoring | Yes | Yes |
| Real Time Alerting across Multiple database metrics | Yes | Yes |
| Customized Thresholds for Alerts | Yes | Yes |
| Proactive Remedy of Alerted Issues | Yes | Yes |
| Escalation Management, if required | Yes | Yes |
| Evaluate Releases and Recommend Paths for Upgrading and Patching | Yes | Yes |
| Apply Database and Tools(4) Version Upgrades/Patches | Yes | Yes |
| Guidance on Disaster Recovery Planning | Yes | Yes |
| Production Backup Verification(5) | Monthly | Monthly |
| Establish High Availability Infrastructure(4) | Yes | Yes |
| Advise on Read Scalability and Load Balancing | Yes | Yes |
| Trend Analysis on Capacity/Space, Load, Lag | Monthly | Monthly |
| Database Best Practice Advice | Yes | Yes |
| Annual Comprehensive Performance Optimization | Architectural Health Check | Database Tune Up |
| Database Parameter Tuning | Initial & Ongoing | Initial & Ongoing |
| Operating System Parameter Tuning Advice | Yes | Partial |
| Capacity Planning | Yes | Yes |
| Index Efficiency and Maintenance | Yes | Yes |
| Table Maintenance and Optimize Vacuum Settings | Yes | Yes |
| Query Optimization Guidance(6) for Improved Performance | Yes | Yes |
| Table Partitioning | Yes | Yes |
| Connection Pooling Best Practices | Yes | Yes |
| User/Group Security Configuration and Maintenance | Yes | Yes |
| Encryption and Secured Access Best Practices | Yes | Yes |
| Setup Point in Time Recovery, if needed | Yes | Yes |
| Install Postgres Database Instances, if needed | Yes | No(7) |
| Setup 1 Dev/Test Environment per Production environment | Yes | Partial(7) |
| Establish 1 Read-Replica per Production Instance | Streaming or Slony | Yes |
| Status Meetings and Reports on Ongoing Environment Health and Activities | Weekly | Weekly |
| Strategic Review on Trends, Uptime, Business Alignment, Opportunities | Quarterly | Quarterly |
| Certified Postgres DBA Team | Yes | Yes |
| EDB Technical Lead as Primary Point of Contact | Yes | Yes |
| Support Portal Access | Yes | Yes |
| Database Technical Support with Production SLAs | Yes | Yes |
Notes to Table:
(1) Pricing for RemoteDBA services are based on the number of database instances to be managed, and adjusted to particular needs and size of the environment to be managed.
(2) For effective and efficient 24x7 monitoring, software tools and/or utilities are installed which serve key functionality needs or monitoring and analysis needs. These tools and utilities are owned by EnterpriseDB and are provided solely for use by EnterpriseDB personnel as part of this RemoteDBA Service. Usage of such tools and utilities is restricted to instances which are contracted for RemoteDBA services only. In addition, each utility and tool must be uninstalled and no longer used at the conclusion of the Service term.
(3) To leverage PEM for the monitoring, the customer must provide a separate server to house the PEM server and its database.
(4) EDB Supported tools only.
(5) For backup verification the customer has to provide a separate server that can be used to verify the integrity of the backups.
(6) Query optimization is limited to identification of problem queries in the customer’s application/database combination. It does not include query redesign or query redevelopment, and EDB will not rewrite customer queries directly.
(7) Instance provisioning must be done by the customer on Amazon RDS for PostgreSQL.
EnterpriseDB may have to substitute Remote DBA personnel from time to time, and will provide a backup that has reasonable knowledge and is able to fill in for the primary team member(s). At any time EnterpriseDB reserves the right to provide an alternate Remote DBA and will make sure that they have the skills required and knowledge of the Customer's environment.
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer:
- Ensure that appropriate representatives (i.e. the Project Manager) attend the weekly scheduled status calls
- Assign a Database Administrator(s) to assist EDB during the Services engagement
- Access to Oracle schemas from the EDB Database Migration Assessment Tool (DMAT) for read only assessment of the schema structure (tables, triggers, views, functions, procedures, packages). The DMAT does not access application data
- Designate a project sponsor to review and evaluate the migration assessment report and evaluate the plan
Security Evaluation for Postgres
Initiation
- Provide a pre-defined task plan and conduct project kickoff and service review
3 Day Workshop with Customer Operating System, Database, and Security team
- Examine the following areas of potential security vulnerabilities and review best practices and provide recommended remediation to findings:
- operating system security
- encryption strategy: client server communication, data encryption, data-at-rest
- role usage and management within the database and associated application
- database auditing implementation and best practices
- multi-tenant architecture, if applicable
- row level security/virtual private database policies and/or make recommendations where these policies can be used
- Make suggestions for protecting against SQL injection attacks
- Document findings, recommended best practices and remediation approaches
Post Workshop
- Services Engagement Completion Report - review via web conference
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer before the engagement begins:
- Provide assigned System Administrator(s) and Database Administrator(s) to assist EDB during the Services engagement
Technical Account Management
Initiation
- Conduct project kickoff with on-boarding with review of service lifecycle
Activities and Service Deliverables
- EDB solution expert who provides guidance on aligning product capabilities to requirements
- Assists with Postgres adoption and rollout activities, and can make recommendations for migration strategies
- Represents the customer's interests within EDB business and technology teams (e.g. feature requests, escalations)
- Can be contacted during business hours by up to four named customer contacts
- Contributes as a strategic member of your team, and participates in your key meetings
- Oversees and report on the resolution open technical issues
- Conducts monthly service reviews with your extended team
- Provides a monthly activity report including recommendations, open item status and next steps
- Quarterly on-site planning meetings. T&E is included in annual TAM cost for quarterly visits. The customer has to cover T&E for additional onsite visits.
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer before the engagement begins:
- Provide assigned customer point of contact who is the project sponsor and can assist EDB during the Services engagement
Tune-up for Postgres in a Public Cloud (RDS)
Initiation
- Conduct brief project kickoff and review of customer use case and current performance challenges
Activities and Service Deliverables
EDB will perform database optimizations based on customer need and provide written results and recommendations in the following focus areas if required.
- Improve index usage and efficiency
- Optimize slow queries
- Guidance on explain plans and how to use explain analyze
- Management of bloat and vacuum processes
- Review and improve memory utilization
- Evaluate changes in database size and tune database parameters
- Troubleshoot lock contention
- Guidance on Disaster Recovery and High Availability
- Correct Transaction ID wraparound issues
Post Workshop
- Services Engagement Completion Report - review via web conference
Customer Prerequisites - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer before the engagement begins:
- Provide assigned System Administrator(s) and Database Administrator(s) to assist EDB during the Services engagement
PACKAGED TRAINING
On-site or Private On-line Training, delivery of non-customized classes
- Packaged Training is defined as delivery of the standard class(es) that includes the standard topics as identified in the specific course listing(s) found on the EDB Web site or Training Catalog.
- Training classes will be conducted by one (1) instructor per day for up to twelve (12) participants. A per student rate will be charged for any participants greater than the 12 maximum.
- Classes will typically be 6 to 8 hours each day, with time for questions and demonstrations and 8 hours of class time per day maximum.
- The instructor will have experience as a trainer and as a Postgres consultant and/or Database Administrator.
- All training will be delivered in the English language.
- An electronic copy of the training materials will be provided. These materials are copyrighted, with distribution limited to the training participants. All course materials will be provided in the English language.
- Electronic class completion certificates are provided for all participants.
- Attendees should bring their own laptops to the training course. Equipment requirements are listed on the EDB web site.
- Private on-line training to be delivered in an on-line live format through a web conferencing tool.
GENERAL AND MISCELLANEOUS TERMS AND CONDITIONS
General Terms and Conditions - All Packaged Services
A. EnterpriseDB will provide a qualified resource to perform the purchased services engagement that has production experience in the services needed by the customer (e.g. Replication, Partitioning).
B. Each EnterpriseDB service personnel will require dedicated log on credentials. EnterpriseDB will secure all access credentials provided during the course of this engagement and not share them or write them down.
C. Customer will additionally arrange all reasonable access to appropriate subject matter experts that EnterpriseDB may need to perform this engagement, i.e. Database Administrators or Application Developers.
D. Customer will provide to the EnterpriseDB service personnel, access to both machines and people within the Customer's organization. Specifically, the Customer will provide administrative rights using secured Internet access and logon credentials to each server and database serviced in this engagement. Any required background checks / security clearances must be complete one (1) business day before the engagement start date.
E. Customer will provide access to any systems of record that they use for Database Administration (such as Configuration Management systems, ticketing systems, and/or Source Control systems).
General Terms and Conditions - All Packaged Services and all Packaged Training
F. Exact delivery dates and Consultant or Instructor availability will be confirmed upon Order Form signature.
G. Travel and expenses for on-site Services or Training are not included in pricing and actual expenses are billed separately.
H. If customer cancels on-site services or training events with less than two (2) weeks notice, customer will be charged for the originally scheduled services or training plus any non-reimbursable travel expenses. Rescheduling with less than two (2) weeks notice will result in charges for the originally scheduled services or training plus any non-reimbursable travel expenses plus the newly scheduled services. The same policy applies for Remote services but requires not less than one (1) week notice. Rescheduling of confirmed delivery dates or delivery dates requested within 2 weeks of Sales Order signing may incur additional costs payable by the customer, due to increased Travel and Expenses fees.
I. Customer will identify a Project Manager or other leadership resource that has the authority to act and execute on the Customer’s behalf in matters pertaining to the engagement. The Customer Project Manager will be the primary point for project coordination, communication, and issue escalation.