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5 Reasons to Trust Outsourcing for Database Support

IT outsourcing is the process where a client company delegates an IT function, task, or process to a third-party service provider offering professional IT services.

In simple terms, the primary goal of IT outsourcing providers is to ensure the seamless operation of the entire IT infrastructure, relieving company leadership of IT-related headaches. Moreover, in-house employees can delegate problem-solving to external IT specialists, benefiting from 24/7 incident support.

Pros and Cons of Outsourcing Database Support

Advantages:

  • No need to search for or maintain a large in-house team of administrators.
  • Employees can focus on their core tasks, driving business growth and expansion.
  • Time is used more efficiently, and priority tasks are completed faster.
  • Reduced costs for employee benefits (sick leave, vacations, workspace organization) and equipment or software purchases.
  • Access to expensive software, modern solutions, and professional database support experts.
  • Round-the-clock monitoring and swift incident response.

Disadvantages:

  • Communication gaps between the client and the provider can lead to insufficient control and understanding.
  • Limited development opportunities for in-house specialists who rely on outsourcers. (For internal skill development, audit services can identify growth areas and weaknesses in the team.)
  • Choosing the right outsourcing provider is a critical and challenging task. However, with the right choice, workflows can proceed productively and smoothly.

Why Do Companies Use Database Support Outsourcing?

International corporations have shown sustained interest in IT outsourcing for years.

For example, Google outsources the development of certain products and customer support, enabling them to receive valuable feedback from users while focusing on core business objectives.

Main Reasons Companies Choose Outsourcing

How is Database Support Performed?

In traditional systems, support for databases typically follows a structured process Service Desk (SD). This system, or its equivalent (like email if SD is absent), is used to track client requests. Clients receive responses, often automated, to their issues.

Common Issues in Traditional Support:

  • Ineffective communication. Requests for logs or clarifications already provided in the initial submission, leading to unproductive back-and-forth.
  • Formal approach. The issue is considered resolved when, in reality, the problem persists or is not properly addressed.
  • Long wait times. For example, imagine calling emergency services and being told a technician will arrive in two hours. This is often a frustrating experience in traditional support models.

    How We Provide Database Support

    1.Proactive Monitoring

    We continuously monitor the system to identify potential issues before they become serious problems. By assessing the impact on business processes, we take action to address these problems early, preventing them from affecting your operations.

    As the saying goes, it’s better to prevent a fire than to put it out.

    2.Rapid Response in Case of Incidents

    Unfortunately, even with thorough monitoring, issues can still arise. For example, unexpected failures or situations where monitoring data fails to show the problematic factor. When a customer faces such an issue, we proceed with the following steps:

    • Assign a DBA (Database Administrator) to analyze and resolve the problem, ensuring continuous communication with the customer.
    • Incident Analysis: We review the incident in detail, such as analyzing potential shortcomings in the monitoring system if the problem originated there.
    • Preventative Measures: We suggest and implement strategies to prevent similar issues from occurring in the future.

    We prioritize the prompt detection of problems and maintaining high-quality communication with our clients.

    3.Communication Between Specialists

    Many tasks require continuous, long-term effort. For example, monitoring the rebuild of a large index, which is done in several shifts with proper coordination between teams and regular updates on the estimated time of completion (ETA).

    If the problem arises at the intersection of teams, such as between the infrastructure and the DBMS (e.g., degradation in disk subsystem performance, leading to slower SQL query execution), a communication channel is established between the teams (typically the infrastructure team on the client’s side). This allows for ongoing discussion and diagnosis of the issue.

    4.Communication with the Client. 

    Regular meetings with the client to discuss the quality control of our work, where current and future tasks, as well as unresolved issues, are addressed.

    In this way, database performance improvement efforts are carried out throughout the entire support period, not just before the “reporting period,” which occurs twice a year.

    5.One or two steps ahead (extra mile). 

    We are ready to give more than we receive, as our team values customer satisfaction with the service, not just the desire to make a profit.

    Perspectives of IT Outsourcing

    Since 2020, the demand for outsourcing services has been steadily growing, while the demand for full-time staff is declining.

    The DBServ was born as a response to the low quality of database support services in the modern market, which failed to meet client expectations due to high prices, inflated SLAs, and long work timelines.

    Our company provides DBA services with a “human touch,” avoiding impersonal messages like “Your request is resolved; if not, please open another ticket.”

    Our service is based on our own developed solution for monitoring OS and DBMS performance indicators. We continuously improve this solution during operation to minimize costs and diagnose issues more accurately and quickly.

    A high level of service is ensured by multiple teams of specialists, with tasks moving between them without involving the client:

    • First-line support. Reacts to monitoring, processes primary client requests (current/future work, unstable service performance).
    • Second-line support. Handles planned work, initial reaction to monitoring alerts, and resolves most problems.
    • Third-line support. Plans and executes project work, addresses complex incidents, and analyzes performance.
    • Team Lead. Handles escalation in complex cases, conducts scheduled meetings, and discusses “development strategies.”
    • Technical Director. Escalates critical situations, organizes urgent meetings, and discusses changes to support conditions.

    You can learn more about our services here.