When I am not allowed to do a good job

So, we have this customer who has way too many grants and permissions on our database. This kind of thing should have been illegal, but sales sold him a solution that required this and we were forced to cooperate.

Now this customer requires from us about twice as many resources as all the other customers combined. Maybe more. Theoretically he got all those grants so he can administer his own instance and we shouldn’t be involved with him at all, but practically the customer and his DB developers bring the database to its knees every few days, then they blame us and we have to go in, prove it is not us and in the process fix the issue for them.

Now, we’ve been involved in enough of these fires to know much of their code and processes inside and out, we know where they coded to unrealistic requirements (poll ever second a table that updates every five minutes), and where the requirements were ok but the code could be optimized. In fact, we believe we can clean up their code enough to prevent many of these fires.

The customers will be happy if we help them fix the code, they don’t enjoy the frequent problems any more than we do. We’ll be happy to fix the code two – every decent DBA will prefer to fix code rather than spend few hours a week killing processes and writing emails documenting what he did and what the developers should be looking into.

So why don’t we do that? Because the customer didn’t pay for us to do “DBA work” for him. He paid for the instance and for the liberal access, but not for the DBAs. So, DBAs are not allowed to fix any problem with the customer code or do any other DBA work for him. We are only allowed to shoot processes that cause CPU or IO problems on the server itself, send the customer trace files, and reboot the servers when the customer requests it. Never mind that this decision is actually costing us *more* DBA time, and therefore the company can both save money and make the big customer happy by giving him more than he asked for. Never mind that DBAs are usually much happier when they are actually allowed to do their job. The most important thing is that we are following our contracts to the letter.

*

Jeff the SQL Server blogger explains that distinct is not a function. You have no idea how many times I’ve seen this mistake (and even did it myself once or twice).

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2 Comments on “When I am not allowed to do a good job”

  1. Nataraja Suthan says:

    Hi Shapira,
    Could you please discuss more about the unrealistic requirement… and the code optimization that can help for that requirement.

    Believe that type of requirement (polling the DB often) is common in a production/Business environment.
    It will be valuable, to hear from a production DBA like you.

    Thanks,
    K.Nataraja Suthan,

  2. prodlife says:

    Hi Suthan,

    As I mentioned in the text, we knew the rate that the table was updated – so we knew how often it should be polled.
    Another common strategy for such a case is to have a column that signifies the time of last update, and use this column to grab just the new data instead of the entire table every time. I know this is trivial, but in some cases where the table started as a tiny one and then grew, this is not done correctly.


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