IT Employment

Ask something
Discussion Locked

Who Should Support The Databases

0 helpful
2 replies

by maddy3

Closed to new repliesThis discussion is closed. It stays readable, but it takes no new replies.
In my company we have outsourced Operations Support to one vendor and App Development to another. Things relatively ok with arrangement except with DB Support. By default we have given the System DB support to the Ops vendor (install Oracle/Sybase/Informix, apply patches, DB backups, etc.), while the application layer(tables, data manipulation, etc.) has gone to the App vendor. Over the years, new technology has begun merging the lines between where Ops support should end and App support begins. We are now challenged with having to define the gray area where system support ends and application support begins. Any idea's as to how to define this seperation of responsibilities? Pros/Cons to not seperating the support in this fashion?

2 replies

by wordworker

What kind of support? I think you need to define levels. Level 1 might be to answer questions about logging in to the application, simple password and permissions stuff, and maybe "how-to" questions about the interface like "How do I add this or run that report?" Level 2 might be questions like "The report won't run, why not?" Level 3 might be: The database is corrupt.
Your local support team does level 1, but probably the database group would have to field level 2 and 3 calls. The line must be drawn along ability to respond. Level 1 folks shouldn't be expected to do things you only want a DBA to do.

by maddy3

Hi Fasthands,
Thanks for the feedback. Let me see if I can clarify a little better what I am asking. We currently have System DBA's wholly responsible for Physical DBA functions and Application DBA's wholly resp for Logical DBA functions (We are a very large Oracle shop with sprinklings of Sybase and Informix). Most times we have no issue with where the lines of delineation or handoffs are, but lately we have situations where the advent of integrated apps such as SAP or ERP, who need to run in isolation with no regard to oher apps, call for DBA's who are both SAP/ERP knowledgable as well as Oracle knowledgable. In these cases the business is requesting all DBA functions be done by the Application DBA because of the need for a more specialized skillset. It is here that we struggle, what guidelines do we use to determine whether DB support (not helpdesk functions), should be split between Ops & App or should all be done by one or the other.

This discussion is closed to new replies.