Support Services Products

An Overview of Support Services

The DRIVE Support Services team is responsible for post-implementation and pre-implementation support, system build and internal software and hardware infrastructure.

Our agile team is committed to providing support at the highest level and is able to respond quickly to the business challenges faced by our clients

Service level agreements and standard support contracts, administered and monitored through our busy help desk, underpin our offering to our clients.

Real time reporting enables the help desk to act quickly to overcome any issues that are likely to exceed committed SLA response times.

The team has close links with development and professional services to ensure that we are delivering on our promises to our clients.

The team provides the technical expertise to ensure that the DRIVE product keeps in line with innovations in Oracle technology.

Service Level Agreements

A service-level agreement (SLA) is a part of a service contract where the level of service is formally defined.

Drive Software Solutions provides a number of standard Service Level agreements allowing clients to match service levels with business needs.

Our offerings start from a standard bug fix service all the way up to 24x7 support.

Service Delivery Management

Service Delivery management forms an important part of the Service Level Agreement.

The service delivery manager ensures that Drive Software Solutions is meeting its contractual commitments through regular client contact, ensuring that the agreed IT services are delivered when and where they are supposed to be.

DBA Services

Drive Software Solutions can provide a number of DBA services both adhoc and via a managed service. DRIVE Support Services have proven technical skills to manage, support and administer Oracle database environments allowing our clients to focus on their core business.

Services provided

  • Regular Health Checks
  • Performance monitoring and alerting
  • Database tuning
  • Patch management
  • Consultancy on Backups and High Availability

Upgrade Services

There are many forms of DRIVE upgrade, but completing a safe upgrade of DRIVE, with due regard for the potential risks is essential.

Whilst the upgrade scripts are included within the standard maintenance agreement Drive Software Solutions can provide both professional and technical services to assist with the upgrade. These services are flexible to allow them to be tailored to meet a Client’s particular circumstances.

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