ISSUE ESCALATION, NOTIFICATION AND MANAGEMENT 

Service Requests

RockSolid has the ability to automatically raise service requests and attempt to resolve them based its setup directive. If RockSolid cannot resolve the service request it will escalate to the DBA support team for manual resolution.

Service Requests are prioritized according to defined Service Level Agreements (SLA), and automatically escalated if not resolved within the permitted timeframe. Service Request alerts can be sent via text message and email to any nominated user. Updates for the service request are sent out to nominated users, as it progresses towards resolution.
 

Events Management

Events are raised by RockSolid Agents when gathering data from managed SQL Server Instances. DBAs can search for past events and subscribe to events. Subscribing to events allows the DBA to be notified when certain types of event occur.

There are many different types of events, some are for information purposes only, such as Instance Started, and others cause a service request to be raised because some form of DBA intervention is required.