Incident Management,Ticketing Tools,Monitoring Tools,ITIL process for Oracle DBA
Service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider.
Response SLA and Resolution SLA can be like this but it can differ client to client.
Ticketing and monitoring tool
Service now – Ticketing Tool
BMC remedy- Ticketing Tool
OEM – Monitoring Tool