New Customers

Below is an overview of the normal steps by which a new customer starts work with Percona once a contract has been signed.

Kickoff Call

We hold a kickoff phone conference with most new customers. This typically lasts between 15 and 60 minutes. At least one consultant will attend, and potentially several. After the kickoff call we will send a recap e-mail of what was discussed and what are the next steps.

Incident Tracking Issue Opened

As we work on your technical issues, we coordinate and track any emails, files and chats in our Customer Support Portal (CSP). We provide you the opportunity to log into the Customer Support Portal and create your own technical issues, as well as contact our 24x7 Shift Support Captain directly who can perform these tasks on your behalf.

Remote Access Readiness

You should also act on Percona's Remote Access Readiness Checklist if we will be working remotely on your systems.

Work Progress

Work will progress however was determined in your kickoff call and in subsequent contacts. Understand that all calls, IM chat, emails, or other communications with your consultant is billable time. See also how to schedule work here.

Weekly Status Call

If needed, you can arrange a regularly scheduled weekly status call with your consultant.

Timesheets & Billing

Each Tuesday we email you a Timesheet detailing all worked done on your behalf during the preceding week. Weekly Timesheets are sent as FYI updates, but are not invoices. In most cases Percona will charge your credit card or email you an invoice monthly. In the event of questions or mistakes with either Timesheets or Billings, contact Mr. Mark Sexton, Director of Sales Administration.