Click any question below to learn more about RDX, the Remote Database Experts, and our remote database administration services. These FAQs answer many questions regarding remote DBA services, database performance, DBA technology and DBA best practices. You can also contact us for help.

RDX allocates DBAs to customers as shared resources based on the number of hours they purchase. Customers can purchase a partial DBA, a full-time DBA or a team of DBAs based on their contract size. Customers purchase either blocks of hours or negotiate a price on a fixed contract. RDX is able to provide supplemental services, where we assist their internal DBA staff or assume total control of the customer’s database environment. Primary and secondary DBAs are assigned to the customer and are required to completely document the customer’s environments. This allows our Subject Matter Experts to quickly understand the nuances of the customers systems when they are brought to bear. A light-weight monitoring program is installed on each of the server targets. RDX's Database Operations Center (DOC) is responsible for monitoring installation, problem prevention and quick problem resolution.

The costs for our services vary per customer. However, RDX offers customizable service level agreements to all of its customers in order to ensure that all customers only pay for the services they want or need. To figure out which of our services offerings are right for your business, contact our sales hotline at 1-855-RDX-DBAS.

When you select RDX as your database administration service provider, your organization can leverage the knowledge and skills of an entire DBA team for a low monthly fee while getting 100% US, 24x7 database administration support. Our customers experience many benefits including:

  • Dedicated DBAs assigned to each account
  • 500+ Years of Combined DBA Experience
  • Best practices leveraged across 400+ customer base
  • Faster Problem Resolution and Response Times
  • Personalized notification and escalation procedure
  • Quest Big Brother's proprietary monitoring system
  • Customizable SLAs

RDX can serve as your full-time resource or supplement your in-house support. Our flexible service offerings allow your organization to choose the services that best fit your business’ needs.

The customer is not purchasing the expertise of a single individual. They are purchasing the combined expertise of dozens of expert DBA professionals. RDX has architected an entire support engine that consists of products, procedures and best practices. The support engine has been refined over the last 20 years with one single objective – to provide world-class database and O/S monitoring and support. The database ecosystem (hardware, O/S, database) has become so complex that a single DBA can’t be expected to be an expert in all facets. RDX has dedicated subject matter experts in database and SQL statement tuning, highly available architectures, security and auditing and advanced database features. RDX deploys the right expert for the right task. This ensures the customer always gets the “best of breed” DBA for complex work requests. In addition, RDX has an entire staff of expert technicians that focus on 24x7x365 monitoring, problem prevention and quick problem resolution. The team utilizes a problem repository and utilizes detailed problem resolution checklists to ensure problems are resolved quickly and efficiently.

RDX supports all major database platforms including SQL Server, MySQL, PostgreSQL, Oracle, Oracle E-Business Suite, DB2, RDB, MongoDB and O/S. We also offer Cloud database administration and support.

RDX has selected ServiceNow as its CRM solution. ServiceNow provides an easy-to-use customer portal that allows customers to input work requests. Traditional ticket priorities, document attachments and comment fields are provided. Because of PCI and SSAE16 audit requirements, RDX is only allowed to accept work requests via ticket. E-mails and phone calls are not authorized methods of requesting changes by our auditing firm. RDX will work with customers to integrate ServiceNow into their internal ticketing systems by using the e-mail to ticket API.

RDX’s employees provide a wealth of experience to the customer. We consistently search out the “best of the best.” Rigorous interviews and standardized hands-on tests must be successfully completed by candidates. Only those who achieve the highest scores are accepted. RDX also requires that all employees that focus on monitoring and problem resolution take tests and quizzes on a regular basis. Because remote DBAs have experience with many different database versions, operating systems and third-party products, they are able to provide valuable insight to “what works and what doesn’t.” They are constantly challenged.

You can read more about our DBA experience by platform by reading our DBA Team Resumes.

Yes, RDX assigns primary and secondary DBAs to each customer per product supported. The primary and secondary DBAs are responsible for documenting and training their fellow database professionals in the nuances of the customer’s environments. Change control procedures, security and regulatory requirements, maintenance windows, database usage, database criticality are all documented. This allows subject matter experts to become quickly acquainted with the customer’s environment. Good documentation is not something “nice to have” at RDX, it is an operational requirement.

RDX has two office locations. Our corporate headquarters is located just north of Pittsburgh, PA.

Corporate Headquarters
2000 Ericsson Drive
Warrendale, PA 15086

RDX also has a Charlotte service delivery center.

Charlotte Office
1431 West Morehead Street
Charlotte, NC 28208

RDX was founded in 1994 as a division of Contemporary Technologies (CTi). Since its inception, RDX expanded rapidly and was able to increase its service offerings and client base each year. In 2010, RDX officially became an independent entity and has continued to provide exceptional remote database administration support.

RDX does not offshore or outsource any work. All of our database experts work directly from our centralized delivery centers located in Pittsburgh and Charlotte..

RDX’s network infrastructure has been architected to safeguard against external intrusions. RDX has selected Secret Server, an industry leading password vault package created by Thycotic Software, as the storage mechanism for its password vault. Secret Server allows RDX’s security personnel to control access to critical accounts and passwords in one centralized and encrypted repository. In order to ensure data security for all customers, RDX also utilizes:

  • Intrusion Detection Systems – IDS is installed on all key servers and constantly monitors network and system activities for malicious activities or policy violations and produces reports to a centralized management station.
  • Security Event Management – RDX utilizes log aggregation software to collect log data from all key servers and critical network components (firewalls, etc.). The logs are sent to a centralized log repository for analysis and storage. Automated alerting mechanisms are configured to analyze the data and send alerts when necessary.
  • Automated Security Patching Server – The automated patching server ensures that all hardware components are kept up-to-date with the most recent security patches.
  • Hardened Servers – Servers that store sensitive information are hardened according to industry-standard specifications.
  • Network Penetration Tests – Network penetration tests are performed by a PCI certified third-party Security Company.

One of RDX's most popular offerings is supplemental support. We provide a world-class monitoring architecture and can prevent, react and solve issues around the clock which provides customer DBAs with increased work satisfaction. RDX is able to provide any combination of database support services the customer desires. RDX’s subject matter experts can implement highly available architectures and advanced database features. Our administrative DBAs are able to assume responsibility for any and all database support services (including the mundane ones). This frees up internal resources which allows them to participate in higher ROI activities. Customers are not buying the expertise of a single DBA; they are buying the combined expertise of dozens (and dozens of database experts).

Yes, RDX is staffed 24x7 by full-time experts. Our customers can call our support hotline to reach an RDX employee any time of day.

RDX utilizes SolarWinds. SolarWinds is an industry-leading monitoring architecture. RDX has created dozens of deep-dive monitoring checks that allows our expert technicians to monitor every component of the application architecture including databases, middle tier servers and other hardware devices. From monitoring a database buffer cache hit ratio to a third-party application error log, our support team is able to quickly deploy a customized monitoring solution that meets each individual customer’s monitoring requirements.

Yes, RDX is able to encrypt monitoring data.

RDX works with the customer to establish a connectivity mechanism that best meets their security requirements. RDX is able to use all popular connectivity mechanisms except WEBEX or GOTO Meeting sessions.

Multiple accounts are required so that RDX is able to leverage their subject matter experts. RDX has dedicated experts that focus on database and SQL statement performance, highly available architectures, advanced security features, etc... Multiple accounts are required to allow the subject matter experts to log into the customer’s environment when requested. RDX also deploys a 24X7X365 monitoring team that requires access to the target servers. The monitoring team installs monitors, prevents problems and reacts to issues when they do occur. As a result, our monitoring specialists also need access to the customer’s environment.

RDX utilizes a local admin account to perform the installs. In order to execute the checks, we create a service account which has local admin privileges but does not have Interactive logon rights activated. This prevents users from logging in with the monitoring services account.

For Oracle on Windows and Linux/UNIX, RDX accounts should be members of the DBA group. RDX uses SYS and SYSTEM privileges. For SQL Server, RDX uses local admin on the server and sysadmin on the database.

 
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All Customers Receive
timely service 24x7 Support from DBA Experts
united states support 100% Onshore DBA Solutions
team of resources Dedicated DBA Resources
database service Customized
SLAs