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Resolving a Critical Performance Issue and Expanding Database Support
BCT diagnosed an Oracle database bottleneck, guided corrective changes and established ongoing database support for a nationwide fuel retail business.
Client
Challenge
The split support model created dependencies whenever the application team needed database expertise, slowing investigation and resolution. In November 2024, a critical database performance issue severely degraded application performance and affected retail operations across the country.
The issue remained unresolved after a month of work with the existing database provider. The company needed urgent specialist intervention to restore performance and reduce the operational impact on its retail business.
The issue remained unresolved after a month of work with the existing database provider. The company needed urgent specialist intervention to restore performance and reduce the operational impact on its retail business.
Solution
BCT brought in database specialists from its Managed Services team and obtained access to the servers for a detailed investigation. The team conducted three days of continuous analysis, examining Oracle Automatic Workload Repository reports, operating system behaviour and database parameters.
The investigation produced recommendations and workarounds that were implemented in stages. Changes addressed database job scheduling, archiving and purging, memory parameters, operating system file cleanup, indexing and partitioning. CPU-intensive workloads were moved outside business hours to reduce pressure during active operations.
Following the performance recovery, BCT assumed ongoing database administration support in April 2025. The team subsequently added disaster recovery setup and drills, scheduled alerts, and health-check monitoring reports to strengthen operational support.
The investigation produced recommendations and workarounds that were implemented in stages. Changes addressed database job scheduling, archiving and purging, memory parameters, operating system file cleanup, indexing and partitioning. CPU-intensive workloads were moved outside business hours to reduce pressure during active operations.
Following the performance recovery, BCT assumed ongoing database administration support in April 2025. The team subsequently added disaster recovery setup and drills, scheduled alerts, and health-check monitoring reports to strengthen operational support.
Impact
The corrective changes resolved the critical performance issue and improved application performance beyond its previous level. The three-day diagnostic effort gave the customer a practical sequence of actions to address a problem that had persisted for a month.
The successful intervention led the customer to transfer database support to BCT after ending its previous provider’s contract in March 2025. This expanded the relationship from application support to responsibility for both application and database services.
Ongoing monitoring, alerts and disaster recovery activities extended the engagement beyond the initial recovery. BCT’s ownership of the investigation and subsequent support strengthened customer confidence and established a broader managed services relationship.
The successful intervention led the customer to transfer database support to BCT after ending its previous provider’s contract in March 2025. This expanded the relationship from application support to responsibility for both application and database services.
Ongoing monitoring, alerts and disaster recovery activities extended the engagement beyond the initial recovery. BCT’s ownership of the investigation and subsequent support strengthened customer confidence and established a broader managed services relationship.
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