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Cogeco Peer 1Database Administration Program:Service DescriptionOverviewCogeco Peer 1’s Database Administration (DBA) Programwas designed to help our customers reduce costs andreduce risk of application and database downtime.The Need for DatabaseAdministrationCustomers can work with Cogeco Peer 1’s SolutionsEngineers and Certified Database Administrators toobtain assistance with everything from database engineconfiguration, performance optimisation, clusteringadministration and replication administration duringbusiness hours. In addition to this our support teamprovides 24/7/365 coverage to help investigate in theevent of any service level problems.Most applications—especially those that supportenterprise processes, enable e-commerce, or facilitatecollaboration—are database-intensive. Therefore, theseapplications demand optimal performance from thedatabase. Applications and database queries may utilizevery lean and elegant code, but the structure andconfiguration of your databases can be a detriment tohigh performance. There are dozens, sometimeshundreds, of configuration settings that need to beoptimally tuned to enhance database performance.To help you achieve your performance goals, we offer ourDBA plans in block-hour increments: 4 hours* 8 hours* 12 hours*Included Database Platforms: Microsoft SQL Server MySQL/MariaDB*Hours are monthly and renew at the 1st of each calendar month and donot roll over. Overage rates are applicable only after block hours areconsumed. All hours are applicable to the entire solution not per server.**The same DBA service is available on an hourly basis.Service Description—Database Adminstration ProgramWhen the database is installed, most configurationdefaults are applied automatically. Some customization,through various tools, allows users to optimally tuneunderlying functionality to drive high levels ofperformance, reliability, and efficiencies. This is whereexpertise is required, not only to understand the productsthemselves, but the underlying technologies like cachemanagement, disk and memory allocation, server usage,storage and recovery techniques, and optimal structureand design.For these technologies, companies either accept thedefaults—and the downsides to them—or hire expensive inhouse database administrators to examine, architect andstructure the database so it’s optimized for thedeployment environment including critical applications.

The Solution:All Plans Include:Cogeco Peer 1 provides the expertise needed to optimizedatabases through our DBA Program at a fraction of thecost of hiring in house Microsoft SQL or MySQL certifiedDBA’s. The DBA Program assigns a highly experienceddatabase administrator to work directly with you to realizeevery performance improvement possible with yourdatabase solution.Database Engine Support Hardware design Database engine installation Database engine management and troubleshooting Database engine patch installation (on request) Database engine monitoring Database recovery/restore from backup/logsBenefits:Performance BoostEnjoy every pound of performance from your database.We’ll optimize your database infrastructure, identify queryimprovements, and implement smart data storagestrategies. Connectivity supportDatabase Administration Database design Database implementation Database management and troubleshooting Database security and vulnerability review Database schema changesLower Infrastructure CostsReduce hardware and bandwidth costs by tightly tuningthe integration of data, servers, storage and network. Database user account management Database performance tuningClustering AdministrationReduce Risk Database cluster designRegular infrastructure and database maintenance/tuninghelps to prevent risk of performance degradation or failureto business critical applications. Database cluster implementation Database cluster management and troubleshootingPrecisely Tuned AccessReplication AdministrationAnalyze and optimize the structure and syntax of your dataqueries to optimize their performance and reduceduplicated and unnecessary steps. Replication design Database cluster failover monitoring Replication implementation Replication management and troubleshooting Replication monitoringService Description—Database Adminstration Program

DBA Program Service Definitions Solution Architecture Design — The Solutions Engineerswill help to provide comprehensive guidance and designservices on the best database solution architecture forthe business objectives and allocated budget. Clustering support — Where a Managed SQL cluster isordered, Cogeco Peer 1 will install, implement, monitorand support managed Microsoft SQL or MySQL clustersetups in an active/passive configuration. Installation — Microsoft SQL Server is included with theserver provisioning process on Windows servers, whereMicrosoft SQL is purchased from Cogeco Peer 1. Replication management — Cogeco Peer 1 will set up,manage and monitor replication. In instances wherereplication fails or exceeds performance thresholds,customers will be contacted and assistance will beprovided in returning the replication solution to withinperformance thresholds.MySQL/MariaDB/Percona is included with the serverprovisioning process on Linux Servers. Initial database design assistance — Cogeco Peer 1 willgive advice on database design regarding best practicesfor speed, maintainability and ease of programming;after a decision is reached, Cogeco Peer 1 will do theinitial database creation, including tables and indices.We can aid in populating the database on a case-bycase basis. Database objects creation — Cogeco Peer 1 will add ormodify indices and tables as needed by customersincluding giving best practices advice on creation and use.Cogeco Peer 1 will assist in creating stored procedures,triggers, views, etc. based on version capability. Database maintenance plan — Cogeco Peer 1 will createa maintenance plan when we assist with databasecreation, including automated backups and schedulingnon-automated maintenance tasks. Cogeco Peer 1 willalso assist in creating maintenance plans for existingdatabases on request, but quality may be limited by thedesign of the existing database. Cogeco Peer 1recommends that Managed Tivoli backups be combinedwith local database dumps to ensure all data isrecoverable. Database schema changes — Cogeco Peer 1 will modifyschema based upon client’s request or Cogeco Peer 1’srecommendation. Connectivity support — Cogeco Peer 1 will troubleshootconnectivity issues within the Cogeco Peer 1 networkover the TCP/IP protocol. Database patch management — Database vendorsoccasionally release patches to fix specific bugs. Thesepatches are scheduled and installed. Troubleshooting assistance — Cogeco Peer 1 will assistcustomer 24/7 in troubleshooting physical hardwareand database software. Database user account management — Cogeco Peer 1will add users and give best-practice advice on userpermissions on request. In addition, Cogeco Peer 1 willupdate passwords and manage the user accounts uponrequest.Service Description—Database Adminstration Program Database monitoring — Cogeco Peer 1 will monitor forSQL port availability. Port TCP 3306 or TCP 1433 will bemonitored to be in an open state. For database clustering, Cogeco Peer 1 will monitorfor any cluster failover alerts For replication monitoring, Cogeco Peer 1 will alsomonitor the delay between replication origin andtarget and alert if configurable threshold is passed Database performance/tuning recommendations— Cogeco Peer 1 can make recommendations forimproving the database performance. Specific tuningrecommendations like rewriting the queries andtweaking system parameters are provided andperformed on request. Query tuning and establishingbaselines by measuring performance under variousloads and identify system bottlenecks. Database recovery/restore from backup/logs — CogecoPeer 1 can recover a database environment providing arobust backup strategy has been implemented as perour guidance and the maintenance plans have not beenaltered. Cogeco Peer 1’s managed backup product isstrongly suggested as this provides a greater degree ofprotection by storing the backups securely in dedicatedbackup infrastructure. Health check and review — Cogeco Peer 1 will performan initial 90-day evaluation of the database solution,providing recommendations to client on performanceimprovements. The examples of the types of metricscovered during the review are as follows: Physical disk I/O statistics Query execution time (not available on MySQL/MariaDB/Percona databases) CPU use Memory use Table locking statistics Query cache hits Subsequent quarterly reviews of databaseperformance and maintenance are available, uponrequest, at no additional cost for DBA clients.

DBA ProgramSupported Databasesand Operating Systems MySQL 5.1 — Red Hat 5/6 MariaDB — CentOS 7 Microsoft SQL 2008R2/2012/2014/2016 - WindowsServer 2008/2012/2016Limitations Requirement for replication with MySQL is MySQL 5.1 onRHEL 6 Database migrations are not included. Migrations will behandled as professional services / ad hoc fees DBA plans do not include custom coding or rewriting ofdatabase or application code. DBA plans do not include any database development.Cogeco Peer 1 will aid with design elements only DBA plans do not include 3rd party software, plug-in, ordrivers that connect to a customer databaseCustomer Responsibilities Customers must purchase and have Cogeco Peer 1installed database application Cogeco Peer 1 support must have access to customerservers for routine maintenance tasks Outside of routine tasks outlined above, Cogeco Peer 1will help with database issues on a request basis Customers must respond promptly to ticket createdfor database-related issues to ensure the health of thedatabase environment Schedule allotted monthly time to allow Cogeco Peer1to work on servers Customers are responsible for selecting anappropriate backup solution. Cogeco Peer 1 canprovide guidance as a subscription to a managedbackup service is highly encouraged Single function database servers are highlyencouraged Cogeco Peer 1 will not limit database instances perserver; however, the customer must not exceed theavailable system resources. (Clusters are limited toapproved number of instances) Notify Cogeco Peer 1 via ticket of any changes to emailaddress or contact information Database replication customers should not write toslave as replication will fail Database replication does not include automaticfailover, customer participation is neededCogeco Peer 1 Responsibilities Cogeco Peer 1 will provide 24/7 monitoring and of theDatabase instance for service availability and failover. Ifa Database service stops responding or the cluster failsover, the Cogeco Peer 1 team will investigate the causeand follow up by creating a ticket. If the customerneeds to take action to resolve, the support team willattempt to contact the customer to seek final resolution Cogeco Peer 1 Database Administrators will beavailable upon request for database consultationservices during business hours. The DatabaseAdministrators will be able to perform a review andprovide a performance analysis for the solution, makingrecommendations to create a robust database solutionHow to Open an Online Ticket1. Go to https://mypeer1.com and enter your client ID andpassword into the logon box.2. Choose the support tab at the top of the page and alist of open and closed tickets should display.3. Choose “request support” in the upper left-handcorner and fill out the requested information.This information is current as of April 2016 and is subject to change atany time. All Cogeco Peer 1 managed services are subject to CogecoPeer 1 terms of service located at http://www.cogecopeer1.com/legalService Description—Database Adminstration Program