Chaparral Systems Corporation (Chaparral) offers several enhanced support options to provide complete services to its customers. This document describes the remote database administration support for customers using its Oracle®-based TRADAS (TRAffic DAta System) product.

• Service Description
• Resources Supplied
• Performance Monitoring and System Tuning
• Problem Resolution
• Additional Resources
• Delivery Mechanisms

Database administration involves a large number of disparate activities. These can be grouped into the general areas of installation planning, implementation performance monitoring, and system tuning; problem analysis and resolution; database integrity services; database software upgrade planning and installation; and user administration and security.

The first of these, installation planning and implementation, is included in the basic TRADAS purchase and is not applicable to this service offering. With the exception of user administration and physical backups, the rest of these services are included in this service offering. The specific services supplied are described in the following sections.

Usually, the customer can perform the last area, user administration and security. It is both inconvenient and a security problem to add remote third-party users and privileges. However, Chaparral will perform these duties if the customer prefers. This will require an installation-specific arrangement to deal with potential security breaches.

In Oracle, security is based on roles and privileges. To facilitate the user administration task, Chaparral will provide the underlying definitions of Oracle roles as part of the TRADAS installation process.

The specific services available under this offering include resources supplied.

Most of the routine services fall in this category. Chaparral will provide weekly performance checks and monthly full-service system monitoring and tuning, as follows:

Weekly performance checks

Each week, Chaparral will perform, at a minimum, the following checks on each TRADAS/Oracle server covered under the agreement:

• Permanent storage utilization
  Table spaces will be evaluated for space used and space free. Data files will be checked to ensure that they are not growing excessively. Redo and archive logs will be checked to ensure that there is adequate space. A scan of all files will be performed to make sure that none are becoming excessively large.

• Alert log and trace file maintenance
  Each week, alert logs and trace files will be purged.

• Backup integrity check
  A limited restore of a backed-up file will be performed to ensure that backup processes are working properly.

• Performance snapshot
  System statistics (from V$SYSTAT and other sources) will be evaluated for a spot check of system performance, and corrective action will be applied when required.

Monthly system monitoring and tuning

Each month, a more thorough "health check" will be performed, as will any indicated system tuning. Chaparral is currently evaluating various database administration software products to aid in this evaluation. At the very least, the monthly check will include the following:

• Permanent storage volume maintenance
  In addition to the weekly storage utilization checks, the allocation of system and database files to disk volumes will be evaluated to ensure that sufficient and balanced capacity remains for continued system performance.

• RAM utilization and tuning
  The following, at a minimum, will be checked and tuned as necessary:

  • Buffer cache
  • Library and data dictionary caches
  • Disk input/output
  • Free list contention
  • Redo log buffer contention
  • Sort memory contention
  • System loading (computer, input/output, memory)

• System access report
  To ensure adequate security, a summary report will be prepared that lists the various assigned privileges so that these can be checked against installation security policy. This report will include a listing of:

  • Users
  • Roles
  • Role privileges
  • Tables and table access privileges
  • Views
  • Synonyms
  • Indexes
  • Packages

Problem Resolution

In addition to the routine services, telephone support for Oracle problems is included in this service offering. Where normal TRADAS maintenance services would include the detection and reporting of Oracle problems, this service will provide full problem resolution.

Additional Resources

Any other Oracle-related issues can be addressed under this service. These could include planning and implementation of new Oracle releases, database reconfiguration, or other Oracle-related maintenance issues.

Delivery Mechanisms

The services offered will be performed remotely through either a dial-up access or an Internet connection. Customers providing either Internet access or a toll-free dial-up connection will be given an additional ten hours of service under this agreement.