Emergency Consulting Overview

What Is Emergency Consulting Help?

If you need immediate help but did not pre-schedule your consulting project with Percona at least three full business days (< 72 hours) in advance, it is an emergency.

How Quickly Does Emergency Consulting Start?

Our procedures are designed to let you begin working with a Consultant in 30 minutes or less, 24×7.

I'm Not A Percona Customer. Can I Get Emergency Consulting Help?

Yes. Provide us with a credit card and agree to our online contract, and we can begin to help you almost immediately.

What Does Emergency Consulting Help Cost?

For Pay-As-You-Go customers, Percona's Premium Rate of $450 USD per hour applies.

For Prepaid Block and Monthly Retainer contracts, Percona's Standard Rate of $300 USD per hour applies.

In either case, a two-hour minimum billing applies to all emergencies.

For further pricing details on Percona pricing, see here.

How Do I Begin Emergency Consulting Help?

See contact procedures here.

What Limitations Apply to Emergency Consulting Help?

For Pay-As-You-Go customers, Percona reserves the right to decline urgent help requests based on limited manpower availability or other factors, at Percona's sole discretion.

An emergency is a problem that if not addressed immediately will cause severe and immediate harm to your operations. Although Prepaid Block and Monthly Retainer customers pay no emergency surcharge, it is an abuse of contract to request emergency handling when it is not truly an emergency situation. Percona may decline to honor such requests.

Requests for emergency help under an existing contract must come from someone known to us at your company, or we must receive confirmation of the request from someone already known to us.

How Does Emergency Consulting Differ from Annual Support?

If you are not already a Percona customer, you can still purchase emergency consulting immediately and receive quick help for an unexpected emergency. Annual support contracts require pre-purchase and hence are not an option in such cases. For other differences see here.