Contacting Consultants

Use Support Portal For Routine Dialogue

Your normal contact with consultants is via Customer Support Portal (CSP) emails. Contact them via the CSP to pre-schedule their time and for normal back and forth dialogue about your issue. All email traffic in the CSP is continually monitored by Percona managers and Shift Captains. So if your intended consultant is unavailable because of things like vacation or travel, your email will still be handled. Using the CSP also builds a history enabling managers or other consultants to jump into your issue later if needed. For details on using the CSP, see here.

Use Phone or IM Chat For Complex Situations

However IM chat and telephone calls can often be a quicker way to explain complex situations and accelerate the pace of work. Anytime you want this, use the CSP to ask your consultant to schedule IM chat or phone time.

Minimize Consultant Interruptions

We ask that you refrain from interrupting consultants with non-scheduled IM chat or phone calls. Chances are they are actively working with another customer, and interruptions can be highly disruptive.

Limit Consultants To Technical Matters

Concerns about billing, contracts, procedures, or complaints should not be directed to consultants. All communications with him or a Shift Captain is billable, regardless of whether it is technical in nature or not. But communications with administrative staff are not billable, so use them whenever you can. See contact details for all Percona teams here.