Database Management and Optimization

Contract Details

• Client: Horizon Manufacturing (mid-market, 250 employees, $150M revenue, Columbus, OH).

• Outsourcing Provide Master1tech Lahore Pakistan

• Contract Value: $500K over 18 months (January 2024–June 2025).

• Start Date: January 2024.

• End Date: June 2025, with option for 1-year extension.

• Scope: Manage and optimize databases for NetSuite ERP and Salesforce CRM, including maintenance, migration, troubleshooting, helpdesk, and training.

• Service Level Agreements (SLAs):

  • 99.5% database availability.

  • 90% helpdesk ticket resolution within 6 hours.

  • Migration completion within 8 months.

  • Training for 200 employees within 3 months.

• Compliance: SOC 2 [web:8].

• Governance: Bi-weekly reviews via Microsoft Teams, using Jira for project tracking [memory: 30 Additional Corporate Examples].

• Budget Allocation:

  • Migration: $150K (30%).

  • Maintenance: $125K (25%).

  • Troubleshooting: $100K (20%).

  • Helpdesk: $75K (15%).

  • Training: $50K (10%).

Project Description

Horizon Manufacturing outsourced the operation of enterprise databases supporting NetSuite ERP for inventory and financial operations and Salesforce CRM for customer engagement. The project involved:

• Maintaining databases for performance and scalability.

• Migrating 3TB of legacy data from on-premises SQL Server and MySQL to cloud-based PostgreSQL (NetSuite) and AWS RDS (Salesforce).

• Troubleshooting query and connectivity issues.

• Providing 24/7 helpdesk support for 200 users.

• Training 200 employees on database tools and dashboards. This aligns with the outline’s description of outsourcing database operations for ERP and CRM, fitting mid-size engagements ($50K–$150K, scaled to $500K for comprehensive scope) [web:0,1,2].

Tasks Involved

1. Maintenance:

   • Optimized PostgreSQL (NetSuite) and AWS RDS (Salesforce) databases, reducing query times by 20%, similar to Zimmer Biomet’s NetSuite support [memory: 30 Additional Corporate Examples].

   • Applied patches and tuned indexes, ensuring 99.5% availability for 1,500 daily ERP transactions.

2. Migration:

   • Migrated 3TB of data from on-premises SQL Server (ERP) and MySQL (CRM) to PostgreSQL (Azure-hosted for NetSuite) and AWS RDS (PostgreSQL for Salesforce), using NetSuite SuiteCloud and AWS Database Migration Service (DMS), akin to Oracle ERP migrations [memory: Oracle ERP description].

   • Completed migration in 7 months with 99.9% data integrity.

3. Troubleshooting:

   • Resolved slow query issues and connectivity errors using Python scripts and pgAdmin for PostgreSQL, similar to fixing query errors in enterprise projects [memory: top 20 enterprise projects].

   • Debugged AWS RDS failover issues, reducing downtime by 10%.

4. Helpdesk:

   • Provided 24/7 support via Jira (ticket tracking), ServiceNow (incident management), handling 300 monthly tickets, similar to UnitedHealth Group’s Oracle Database helpdesk [web:9].

   • Achieved 90% resolution within 6-hour SLA.