Version 1 Database Managed Services Optimising & Transforming your Database Estate - Exceptional Service - Guaranteed Cost Savings

1. CERTIFICATION
EUROPE
Database
Managed
Services
Optimising & Transforming your Database Estate
Exceptional Service
Guaranteed Cost Savings
www.version1.com
ISO
20000
TM

2. Database
Managed Services
Version 1 manages business critical databases for enterprise organisations that
‘can’t ever go down’. We transform our customers’ database estates, achieving this
through excellence in service delivery, innovation and service improvement. We
support thousands of critical databases for many enterprise organisations across a broad range
of sectors including financial services, utilities, life sciences, critical government services, media
and manufacturing.
From electrical utilities and newspaper publishing
groups to government services and 24-hour
manufacturing plants, our customers are enterprises
whose databases are mission critical to their
business. They partner with Version 1 because we
deliver predictable, reliable performance, with the
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added commitment that we will help them continually
innovate and improve their database estates.
We accept extensive operational responsibility at a fixed
cost, and guarantee value to our customers who are happy
to talk to you about what our service means to them.

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Customers trust
Version 1
We commit
Our team has the skills and the passion to accept
substantial operational responsibility for database
management. We deliver comprehensive service
levels that reduce the threat of service degradation
and costly outages. We secure our customers’
business operations, and their reputations.
We transform
Our skilled experts optimise the capability and
maturity of our customers’ database estates and
consistently improve their operational capability.
Continuous improvement is a speciality – just ask our
customers.
We guarantee
When we take on a database estate, we guarantee
value and cost savings, every time. We deliver
exceptional services and improve operational
efficiency, all at a fixed cost.

4. Real benefits for
your business
Version 1 Database Managed Services offer an IT partnership
that benefits your organisation across:
Business
• standardise and control operating costs
• protect performance and continuity of critical
business functions
• improve business agility by focusing IT
resources on strategic projects
• simplify HR challenges with access to a
motivated team of DBA specialists
• access to a dedicated Service Delivery Manager
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Operations
• the reassurance of ISO 20000 certified
processes for database management
• 24-hour proactive incident resolution
• consistent, persistent technical service levels
• access to skills, reducing your reliance on
in-house resources
• flexible options include staff augmentation,
third level support or full outsourcing
• contractual commitment to Continual
Service Improvement

5. Finance
• improved operational stability at a fixed cost
• proven cost savings compared to in-house DBAs
• access to expertise as you need it and only
when you need it
• flexible commercial approach
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Technology
• increase the stability and predictability
of your databases
• proven transition methodology delivers
database management as a service
• continuous access to the most highly
skilled DBAs in the UK and Ireland
• technical skills across the IT stack,
including OS and application layers
• innovation and access to new technology

6. Services at a glance
24x7 monitoring from our best database engineers
Our Operations Centre is manned continuously, 365 days a year, by highly skilled database engineers working
around the clock. Our proactive processes allow us to detect and act on potential service-impacting issues with
the database before they become a problem for your business continuity. We call you before you call us.
• We conduct continuous health checks to verify
database performance and availability.
• Automated alert and event correlation
technologies let us investigate and resolve
potential issues in real time.
• We consistently achieve lower mean time to
repair (MTTR) through improved data integrity.
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Our customers say they value our ability to detect
and resolve root causes which affect the database
but lie outside database systems, including issues
arising in hardware, OS or application level. Our
knowledge, spanning the full technology stack,
ensures that our 24x7 manned service desk is ready
to help you with any database-impacting issue,
wherever the problem may arise.

7. Committed to database innovation
The single-minded objective of our 24-hour team is to ensure uptime for your critical database systems. That’s
why we don’t just take steps to ensure your database is healthy; we also define an ideal future state for your
architecture, and work to migrate you toward this reference architecture.
This ensures that your business continuity doesn’t
just rest on our fast reflexes when things go
wrong, but on the solid foundation of a well-built,
business-aware, future-proofed database estate.
We eat, sleep and breathe database innovation,
24x7. We do everything we can, whenever we can,
to ensure your database systems are ready for
anything: growth, new service capabilities, new
processes...whatever your business needs.
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PROACTIVE MONITORING
Real time threshold based proactive
automated monitoring for:
• agreed security violations
• performance indicators
• CPU
• memory
• performance statistics
• database resource monitoring
• log file monitoring
• backups and capacity
ROUTINE MAINTENANCE
• proactive checks of production databases
• monitoring, reviewing and proactively
managing alert logs
• verifying backup procedures executing
as intended
• archive log and Flash Recovery
Area (FRA) housekeeping
• maintaining database free space for scalability
• performance monitoring
• error checking review and resolution
• testing of bugs identified in the database
PERIODIC AND
PREVENTATIVE SUPPORT
• weekly manual check of
production databases
• quarterly health checks
• premium maintenance tasks
• database refresh
• emergency support
• refreshes and restores
• service packs
• additional requested backups
of all production databases
SECURITY REVIEWS
Database security checks including:
- password policies
- roles & segregation of duties
- system privileges &
privileged accounts
- database auditing
- profiles and accounts
- potential risk identification
and remediation
Version 1
Database
Service
Catalogue

9. SERVICE LEVEL
AGREEMENT AND
SERVICE REPORTING
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DATA GUARD/STANDBY
AND BUSINESS CONTINUITY
• recovery time and recovery point capabilities
• high availability and failover solutions
• tailored DR and business continuity solutions
DISASTER RECOVER (DR) TESTING
• periodic DR process invocation and recovery
• tailored scenarios for DR testing
• DR process documentation
PERFORMANCE REVIEWS AND
CONTINUOUS SERVICE IMPROVEMENT
• system improvement recommendations
• batch job and bottleneck targeting and removal
• extended asset life analysis and implementation
• load sharing
LICENCE REVIEWS
• licence audit advice
• licence utilisation and optimisation
• system consolidation to reduce
licence requirements
24X7 SERVICE DESK
• log issues at all severities
• 2nd & 3rd line support
• knowledge base of:
- issue solutions
- incident and
event management
- escalation
- problem management
TRANSITION/TAKE-ON
Pre-contract site visit including:
- site audit
- initial review
- completion of take-on documentation
COMMERICAL MODELS
Per Incident Pricing Bespoke Service Consultancy Framework
A 24x7 service giving
customers the ability to
log individual service
incidents by phone,
email or portal. Incidents
may require a fix,
documentation or advice
from Version 1.
A full service fixed
price solution giving
customers the ability to
log a number of bespoke
individual service
incidents by phone,
email or portal. Incidents
may require a fix,
documentation or advice
from Version 1.
A standalone booking of
database consultancy to be
delivered over the course of
a defined contract period.

10. 10 www.version1.com

11. CERTIFICATION
EUROPE
www.version1.com 11
World class
processes
Committed to
database innovation
Because we use sophisticated, high-quality
processes, we are able to achieve better technical
service levels for all our database managed
services customers.
Our customers take a great deal of comfort in
our proven transition methodology. We design,
develop and implement database management
as a service, following the methodology that’s
been tried and tested across a range of customers,
industries and IT architectures.
ISO certified excellence
IT professionals know that ISO 20000 certification,
demonstrating excellence in IT service management,
is the highest achievement any managed services
partner can attain for its service offering. We have
adopted ITIL practices for IT Service Management.
Version 1 is one of a small number of organisations
to achieve ISO 20000 for every one of our managed
services, across all our customers.
The certification not only provides an independent
assessment of our service quality and reliability, it
also ensures we maintain that standard through
regular audits.
ISO
20000
TM

12. It was clear to the audit
team that Version 1 were
intent on making their ISO
20000-1 implementation
a “way of business life” and
therefore took the right
amount of time to document
their procedures and make
the changes required in order
to highlight compliance and be
totally ready for the Certification
Assessment. Version 1 achieved the
certification across its complete set
of services and all of its customers.
Catherine Howard – ISO 20000-1 Certification Specialist
Continual improvement at the heart of our service
Maintaining the certification also demands hard
evidence that Version 1 complies with every part
of the standard, including systems to continually
improve the service we provide to customers. In fact,
our commitment to Continual Service Improvement
(CSI) is central to all our managed services.
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We add most value for clients through the CSI
process we build into every one of our customer
engagements. That could take the form of technology
improvements, upgrading of legacy systems or
processes, or improvements in performance or the
user experience.

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We’re passionate about CSI because we’ve seen the
tangible benefits our customers derive from our CSI
processes, including:
• reduced incident volumes
• faster resolution times
• improved usability and functionality of applications
• lower cost of service provision
• better understanding of business processes
and requirements
Commitment and respect
for the standard and its
requirements was always
shown throughout the
implementation and
successful certification of
ISO 20000-1, while always
putting their customers first.
Catherine Howard – ISO 20000-1
Certification Specialist

14. Skilled experts
delivering
excellent service
It’s exceptionally difficult for most organisations to train and retain in-house staff to the level that lets them
derive maximum strategic benefit from database technologies. And where the database is mission-critical, over-dependence
on selected in-house staff can expose an organisation to unacceptable risk when those people
leave or become unavailable.
Partnering with Version 1 helps you solve the skills
issue, permanently. We offer you access to a team of
more than 80 certified database consultants trained
to the highest levels in Oracle, SQL Server, MySQL,
NoSQL, INGRES, Hadoop and Progress. We’re proud to
have both an Oracle Certified Master and an Oracle
Certified ACE on our team, dedicated exclusively to
our customers.
We don’t just hire the most technically skilled
database management consultants in the industry,
we continue to build their skills and offer them
a satisfying career path, managing a range of
technologies for customers across industries.
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We invest significantly in training and development,
including our own on-site academy, and we’re
thrilled to have been voted one of Europe’s 50
best workplaces, as determined by Great Place To
Work®. As measured against the Gallup Q12 global
standard, our staff engagement levels are better
than world class.
What does that mean for customers like you? It
means our staff demonstrate consistently high
levels of engagement and job satisfaction – which
translates directly into a personal commitment to
ensuring excellent service, every time.

15. We’re proud to have both an Oracle
Certified Master and an Oracle
Certified ACE on our team, dedicated
exclusively to our customers.
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16. Ongoing support
and innovative
consulting
How much support from our team is right for you? Our continuum of services includes staff augmentation;
third level support; and complete outsourcing. You may choose to begin your path towards database managed
services with a flexible labour arrangement that takes advantage of our skilled resources. Where you go next is
up to you and your business requirements, but you can be assured that you’ll only pay for what you need.
Many customers we work with have in-house DBA
skills and rely on our skilled teams for challenging
and innovative consulting requirements: including
new service design and rollout, disaster recovery
enhancement, or major upgrades.
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Our flexible consultancy days are also there for
you to draw down if unexpected catastrophes arise
in other parts of your IT estate. We work well with
our peers and welcome the chance to collaborate
with your hardware or other support partners when
challenging, cross-system problems arise.

17. Commercial agility and cost savings
Our services hit a lower cost point than organisations can achieve in-house. That’s thanks to our economies
of scale and the fact that we have truly industrialised the delivery of world-class managed database services,
using our highly efficient and sophisticated processes and technologies.
We guarantee cost savings, for example:
• Global beverage brand reduced its costs for
supporting Oracle platform by 32%.
• Leading media and publishing house saved 74% by
moving the support of the Oracle platform from an
in-house team of three DBAs to our remote service.
• Major insurance company achieved cost savings of
close to 50% by moving from in-house DBA teams
to a Version 1 remote model.
Pay for the expertise
you need, when you need it
We are serious about customising the way we engage
with you. No two support engagements are the same:
we work with you to establish your specific business
needs and align our service offering and our charging
model to suit you.
Unlike other consultancies who constrain their
managed services clients to a one-size-fits-all
charging structure, we are genuinely flexible. You
benefit from our ability and willingness to adapt to a
range of operational commercial models. Ultimately
it translates into your organisation paying only for
the expertise you need, when you need it.
Plus, we are happy to commit contractually to meet
your service level requirements.
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18. Relevant customer
experience
No one tells our story better than our customers can. They stay with Version 1 because we
perform for them – we are personally committed to delivering database reliability, at a
predictable cost, 24 hours a day, over years and even decades with our longest-standing clients.
Plus, our sector experience is genuine comfort to those
customers who need references within their industry. Our
broad customer experiences – in government, energy,
pharmaceuticals, finance, manufacturing, FMCG, media,
Here’s what our customers
say about Version 1
Database managed services:
reliable as the daily paper
Version 1 has been a trusted partner to Independent
News & Media Group for over a decade now. We have
entrusted our critical databases to their Managed Services
team on a 24-7 basis and performance is superb. We have
security of mind that the technical competence of the team
looking after our systems is first class. These systems need to
be as reliable as the daily paper, and they are; that’s down to
the expertise and dedication we can rely on from the team at
Version 1.
Gerry Wilde, IT Director,
Independent News & Media PLC
transportation and more – are your assurance that
we don’t just know technology, we know the business
challenges that are most likely arising in your sector. And
what we don’t already know, we’re keen to learn.
Hands-on Oracle managed services for
the company that replaces 8,000 wind-screens
every day
We work with a lot of service companies, but Version
1 doesn’t just talk the talk when it comes to service
improvement, they walk the walk. They approach the
engagement with us in a way that recognises that Belron is
the customer and they are the supplier, not the other way
around. Their engagement with us is at the right level, and
they’re providing us with a very high level of service that
keeps our users happy. They give me confidence that they’re
the right people to work with, and that we could potentially
expand their work into other areas.
Vincent Andersen, Service Delivery Lead
for Group IT at Belron International 18 www.version1.com

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Helping Uniphar guarantee on-time
delivery of essential drugs and
supplies to hospitals and pharmacies
Meeting the stringent demands of a 24x7 highly
competitive environment means that any disruption to
service directly impacts our bottom line. Version 1 has been
an excellent custodian of our critical database systems
ensuring 100% uptime, with their commitment of service
delivery and expertise extending beyond this layer to both
infrastructure and applications. We consider Version 1
to be a strategic partner in enabling us to deliver on our
business goals.
Brian Hogan, Supply Chain Optimisation
Manager for Uniphar
Delivering excellence for a global
leader in packaging, spanning 25
countries and 21,500 employees
Working with Version 1 has opened up a professional
managed services view of the world for us. The clarity
of service levels, the breadth of services they offer and their
extensive, experienced team means Version 1 have become
a key partner for us, supporting many of our most critical
applications. .
Martin Jones, Group Head of IT
Applications Services, DS Smith
Delivering payroll reliability for one of
the world’s largest energy companies
Providing 24/7 support on our core Oracle E-Business
Suite systems, we have found the commercial and
operational flexibility offered through our partnership with
Version 1 to be the perfect fit for our business needs. We
needed someone who would align their service offering
with our specific objectives and that’s what we get. We deal
with lots of third party suppliers – global IT services brands
- and we certainly don’t get that same level of customer
focus from them.
Gary Fox, HR & Payroll Systems
Manager for Scottish Power
Powering the database behind
the ferry booking system
Our mission at ICG is to deliver a reliable, timely and
high quality customer experience. Our IT organisation
is more than ever at the heart of enabling this mission
as we strive for constant innovation and operational
excellence. This contract enhances and extends our trust in
Version 1 into the management and transformation of the
infrastructure that underpins our core revenue generating
and operational systems.
Seamus McCarville, Chief Information Officer,
Irish Intercontinental Group

20. Five reasons
why Version 1
is different
1 SKILLED
WORLD-CLASS
PROCESSES
It’s the number one reason
we deliver the best technical
service levels to our clients:
our high-quality, sophisticated
processes that guarantee
consistent, persistent database
performance.
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2 SERVICE BREADTH
EXPERTS
We hire, train and retain the
best DBAs in the business,
with the highest technical
skill levels. And their customer
service ethos is outstanding:
our customers will tell you that
our people go the extra mile
for them, every time.
AND DEPTH
3
We don’t just manage databases:
our broad and deep set of
managed services extends to
infrastructure and application
management, too. That
means better integration and
performance right across your IT
estate.

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4 RELEVANT
COMMERCIAL
AGILITY
Our services hit a lower cost
point than organisations can
achieve in-house, thanks to
our proven processes and
economies of scale. Plus, our
expertise is openly accessible:
pay only for what you need, as
you need it.
EXPERIENCE
5
We deliver reliable database
managed services for
customers in every major
sector: government, energy,
pharmaceuticals, finance and
more. Customers consistently
give us the highest ratings
in our monthly customer
satisfaction surveys.

22. Oracle Business Intelligence Suite
Oracle Data Integrator
Warehouse Builder
Microsoft SharePoint
Microsoft CRM
Microsoft .NET
Microsoft MVC
Microsoft VBA /
Classic ASP
Java / J2EE
PHP
Progress
Oracle E-Business
Oracle Forms
HTML5
Scripting
jQuery Mobile
Objective-C
PhoneGap
Apex
Jdeveloper
Business Objects
WebLogic
Oracle Application
22 www.version1.com
Server
SOA Suite
Oracle Portal
Beehive
Oracle HTTP Server
Oracle Application
Express
JBOSS
WebSphere
Apache
SSAS
SSIS
Amazon Web Services
Microsoft Azure
Office 365
Oracle cloud
BUSINESS
INTELLIGENCE
CLOUD
SOLUTIONS
(SAAS / IAAS)
CLOUD
APPLICATON
SOLUTIONS
APPLICATONS
SSRS
Oracle Reports
Discoverer
Crystal Reports
Oracle
SQL Server
MySQL
Ingres OpenROAD
Progress
NoSQL
Hadoop
REPORTING
MIDDLEWARE
TECHNOLOGY
CATALOGUE
DATABASE
SOLUTIONS
DATABASE

23. Version 1
What we do Firewalls
MS System Centre Suite
Ops View Firewalls
www.version1.com 23
Routers
Switches
Load Balancers
INFRASTRUCTURE
OPERATING
SYSTEMS
Windows 2003 Server
Windows 2008 Server
Linux - Red Hat Enterprise
Linux - CentOS
Linux - SUSE Enterprise
Linux - Ubuntu
UNIX - Solaris
Intrustion Prevention (IPS)
Intrusion Detection (IDS)
NAS Solutions
SAN Solutions
DAS Solutions
SECURITY
MONITORING
NETWORKING
Microsoft DPM
Commvault
CA Arcserve
Quest Vranger
VEEAM Backup
SRM
DR / BCP /
BACKUP /
DATA
PROTECTION
STORAGE
Windows 7
Windows 8
Linux
Microsoft Deployment Toolkit
System Centre Configuration
Manager (SCCM)
DESKTOP
VMWare SERVICES
Hyper V
VIRTUALISATION
EMAIL / EMAIL
ARCHIVING
Exchange 2003
Exchange 2007
Exchange 2010
Google Archiving
Commvault
Exchange 2010 Archiving

24. Get in touch
To find out how Version 1
can transform your
business, contact us:
email: info@version1.com
www.version1.com