Managed Services FAQ
Below are answers to some common queries we receive related to Jaggy Managed Services offerings. Please contact us if you have questions not listed here.
Q: How can we get in touch?
A: You can call us at (301)585-1666, or contact us using the web form here
Q: How do you achieve remote access to client's servers?
A: Typically, we access remotely through a secure VPN connection, but can use alternative methods if required.
Q: Where are you based?
A: We are based in United States, with offices in Washington DC, Maryland, and California.
Where are your support consultants physically based?
A: All our consultants are based in the United States, either in Washington DC Metropolitan (East Coast location) area or Los Angeles, CA area (West Coast location).
Q: Our databases contain sensitive data that requires security clearance, do you have cleared DBAs/consultants?
A: Yes, we have consultants and DBAs with secret and top-secret clearances.
Q: How safe it is for me to engage with Jaggy for support and remote management?
A: Jaggy operate on a set of standard secure procedures and processes for remote systems management, incorporating strict SLAs, non-disclosure agreements (NDAs), and individual security clearances for all DBAs. Monitoring, Backup and Recovery, Upgrades, Tuning and Troubleshooting can all be successfully undertaken from Jaggy's remote location, as effectively and securely as if the work was being undertaken onsite.
Q: Do you sell Oracle licenses?
A: Yes, we partner with several Oracle VARs for Oracle software licenses.
Q: Are new installations or upgrades covered as part of managed services?
A: New installations or upgrades (unless pre-agreed) fall outside the scope of Managed Services; we will be happy to provide you with a quote based on your requirements.
Q: What engagement models do you support?
A: Jaggy engages its clients in various flexible ways to manage client requirements that could be one-time or on-going multi-year projects. Our models include fixed-fee, Time and Materials (T&M), Service Level Agreement (SLA) based, Units of Work and reward schemes.
Q: Do you offer staff augmentation services?
A: Yes, we do. Please contact us for more information.
Q: Do you offer hosting?
A: Yes, we offer both traditional hosting and cloud computing services. Please contact us for more information.
Q: What happens if the number of managed instances in our environment changes? Do we sign a new contract?
A: No, our contract allows for growth (and shrinkage). The bill is adjusted as new managed instances are added. When you decide to remove managed instances, just let us know and we'll reduce the billing accordingly.
Q: What are the contract terms?
A: All contracts are setup to be between 1 and 3 years. We also offer Pay As You Go option.
What are your payment terms?
A: We invoice after each month of the support term has expired. Payment is due within 30 days of invoice date. Alternative payment terms are available on request.
Q: What documentation can we expect?
All maintenance tasks performed are fully documented, and this documentation is available on request. Details of all maintenance tasks performed is also included in our periodic reports.
Q: We have special requirements. Can you cater for these?
A: Yes. All our packages are flexible to meet client's individual needs.
Due to nature of our systems, it is inappropriate to perform maintenance tasks during business hours. Can you perform these tasks outside office hours?
A: All maintenance tasks are performed at times that suit you. We perform out-of-hours work at no extra cost.
Q: How can you maximize our database uptime?
A: We believe in prevention rather than cure. Our proactive and continual monitoring process ensures that outages are extremely rare.
Q: Can you offer me a discount on Oracle list prices?
A: Yes. Please contact us with your requirements and we will advise you on the level of discount we can offer.
