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VIVO INC LOGO

Statement of Work (“SOW”)

DBA Services
(On-site and Remote)
This document contains proprietary and confidential information of Vivo
Inc. and shall not be reproduced or transferred to other documents,
disclosed to others, or used for any purpose other than that for which it is
furnished, without the prior written consent of Vivo Inc. It shall be returned
to the respective Vivo Inc companies upon request.
Table of Contents

1. Partner Arrangement...............................................................................4
2. Key Parameters of Engagement.............................................................5
2.1. Scope of Work........................................................................................5
2.2. Our Methodology....................................................................................6
2.3. Service Level Agreement........................................................................7

3. Human Resource & Staffing...................................................................8


3.1. Staffing ..................................................................................................8
3.2. Time tracking..........................................................................................8
3.3. Hours of coverage..................................................................................8
3.4. Contact persons.....................................................................................9
3.5. Service enhancements ..........................................................................9
3.6. Project Reporting....................................................................................9

4. General Terms........................................................................................10
5. Document Revision History..................................................................11
1. PARTNER ARRANGEMENT
Between Vivo Inc:

Director/Manag
er:

Program(s
):

And Business Partner:

Partner: Company Name:


Address
Phone:

Director

Vivo Inc and Business Partner from here on known as “Partner” in this
document, agree to collaborate in good faith and with transparent
communication. Business Partner agrees to transfer responsibility of
work to be done by Vivo Inc. on its behalf. The Partner agrees to
provide the work within the following main parameters.
2. KEY PARAMETERS OF ENGAGEMENT

2.1. Scope of Work


The scope of responsibility for Vivo Inc covers all DBA
functions including but not limited to

• Infrastructure
 Analyze partner’s current database
infrastructure
 Analyze partner’s database requirements
 Identify potential issues and limitations
 Install, configure and administer Oracle databases
• Oracle database daily maintenance
 Managing user profiles
 Trouble shooting production and development
instances.
 Manage Replication, Backup & recovery
• Tuning
 DB Paramater/OS
 SQL
• Monitoring and healthcheck
 System Monitoring
 Control, data, archive and log file monitoring
• Security
 Apply the latest Oracle patches and version
upgrades as per requirements
 Secure database environments
 Ensure compliance of Information Security
standards and regulations by working closely
with Security team.
 Database auditing
• Proactive Management
 Performance/Load tests and analysis of the
results
 Capacity Planning
 Benchmark and Optimize critical SQL queries
• Implement best practices
• 24x7 Support
2.2. Our Methodology
2.3. Service Level Agreement

Severity (Priority) Impact Response Contact Via


Time
Outage/Critical A problem or issue severly 30 mins Cell/Pager
(P1) impacting a significant group
of users or any issue
preventing a user from
performing their job
High (P2) A Significant issue affecting a 8 hrs Help Desk
single user or groups of users;
or an issue that is degrading
the performance and
reliability of applications
Medium (P3) A routine issue that is 24 hrs Help Desk
impacting a single user with a
non-critical error. The user
can continue to work or has a
work around.
Low (P4) A minor issue affecting some 48 hrs Help Desk
user functionality in a limited
way.
Type of Planned Planned reboot Emergency Emergency
Communication Maintenance Outage (DB) Reboot
Deliverable Timeline 2 days 1 day
Content Contact
Approvers
Mailing list(s) used for
communication

Follow up communication
Needed? (For Maintenance
window extension)

Distribution List used for


Follow up
Maintenance Completion
Notification
3. HUMAN RESOURCE & STAFFING
Vivo Inc and the Partner will be represented by the following persons:
Role Vivo Inc Partner
VP/Senior Manager:
VP/PSO
Project Manager:

The following Partner individuals are identified project members.


Staff Member Project Position

3.1. Staffing
Staffing for the project will be co-managed by Vivo Inc and
the Partner.

3.2. Time tracking


All time tracking for the project will be done as per Partner’s
requirement.

3.3. Hours of coverage


The procedures in this Agreement are followed on a 24/7
basis. Vivo Inc is staffed round the clock across different time
zones. A designated on-call person carries a cell/pager to
attend to production issues. Any call/pager to the on-call
cell/pager is responded to immediately. Please note that
dev/test environment do not have 24/7 coverage.
Hours 8:00 AM – 4:00 PM 4:00 PM – 12:00 AM 12:00 AM – 8:00 AM
Onsite Sr. Level DBA - 1 Jr. Level DBA - 1 Jr. Level DBA - 1
Remote Sr. Level DBA - 1 Sr. Level DBA - 1 Sr. Level DBA - 1
Mid Level DBA – 1 Mid Level DBA – 1 Mid Level DBA – 1
Jr. Level DBA - 1 Jr. Level DBA - 1 Jr. Level DBA - 1

3.4. Contact persons

Priority Contact Numbers


P1 (Critical
Cell/Pager:
Production Issues)
P2 (Non-Critical
Cell/Pager:
Production Issues)
Cell:
P3 (Medium) Desk:
Email:
Cell:
P4 (Low) Desk:
Email:

3.5. Service enhancements


Vivo Inc will respond to requests for service enhancements through the
Change Order Process. All functional enhancements are prioritized and
bucketed for monthly releases.

Change order refers to any event that alters the existing state of service,
including software and hardware.

3.6. Project Reporting


A weekly work report is to be provided to the Partner Manager by the Vivo
Inc at the last working day of each week

Weekly Status Calls: Agenda is flexible and depends on incidents and


issues the were raised and addressed.

Any additional or unplanned budget will be borne by Partner if deemed


necessary by Partner for the project success.
4. GENERAL TERMS
In case of significant changes to the above, impacts will be discussed
and agreed [in terms of scope, budget, and delivery date]. A revised
work/budget plan will be issued.
If the scope of the project declines or terminates, an early notice of
three months in advance should be given.
Vivo Inc will bill travel and stay related expenses separately. Actual
receipts will be provided, if requested
Partner is responsible for all travel bIf travel outside of the Partner site
is required, the Requester is responsible for notifying the Partner of the
need enough in advance (at least one week) for necessary
arrangements (e.g., visas). The Partner will allocate the required
resources as per the task requirements, and in line with the company
and the Partner local travel policy.
The parties will not approach each other’s staff with job offers without
previous approval from the other side.

This agreement is agreed and approved by Vivo Inc and Partner

Location(s):

Date: ___________ Date: ____________

Vivo Inc Director Partner Manager


Signature Signature
5. DOCUMENT REVISION HISTORY
Comment Edito Approval Statu
Rev. # Date s Author r Reviewer Name Date s*
1 15 Aug Vivo Inc D
2010

* Status: D = Draft IA = Internal Approval FA = Final Approval

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