Technical Support (IT)

TECHNICAL SUPPORT SERVICES SCOPE24 x 7 Technical Support for Postgres database24 x 7 Technical Engineer Telephone Support24 x 7 Technical Remote Support / email Support24 x 7 On Site SupportOne (1) hour acknowledgement of client support requestTwo (2) hours arrival onsite requirements (within Metro Manila)24 x 7 Helpdesk (Phone and online Ticketing/ Email Support)

Technical support services include:

baseline Database ProfilingTroubleshooting, diagnosis and resolutionProvision of Method of Procedure for Implementation or to perform the resolutionKnowledge transfer, issue reporting and documentationDB Patch installation / UpdatesConsultancy of database administration best practicesLog review and analysisOptimization of DB configurationYear-end database performance reviewQuarterly System Health Check (Prod, HA, DR), including:Data gathering / DB Health checksUpdate of database profiles/configurationsConfiguration analysis: security review, and resource monitoringQuery optimization / tuning / Capacity assessmentLog review and analysisQuarterly report and presentation of analysisOTHER TECHNICAL SERVICES ENTITLEMENTSImplementation ServicesHighly available setup and configuration // maintain existing systems or create new instanceDB Installation, set up, and configuration of all software componentsMigration servicesQuarterly Updates or Security / Vulnerability PatchOn Site Support ServicesSystem Health ChecksNote: Smart may opt to convert its unused mandays to system health checks. Each unused mandays is entitled to four (4) Postgres database for one-time system health check, or convertible to Vendor Training program.

Rising Tide is a technology solutions company specializing in digital and mobile advertising, IT staff augmentation, enterprise solutions, connectivity and application development. We enable our clients to leverage Mobile and Internet, and are the go-to partners for messaging, social, and web applications.  We work with businesses, telcos, and content providers around the world to rapidly build services that impact the rising number of mobile internet users both here and abroad. We, at Rising Tide, help our clients meet their business needs through IT Staff Augmentation. We provide them with the most fit IT candidates for their resource requirements.