24x7 Emergency Contact Instructions

Always report emergencies to us only by instant messager or by telephone. Our procedures are the same whether you use per-hour consulting or an annual support contract.

If you are not yet a Percona customer, call anyway and we can still provide you with immediate help. Our emergency consulting overview provides details how.

• Skype: oncall.percona
• GTalk: oncall@percona.com
• AIM (AOL Instant Messenger): oncallpercona
• Telephone direct to engineer: +1-877-862-4316
• Telephone to live operator: +1-888-488-8556

The instant messenger accounts route immediately to our 24x7 engineers on duty. These are usually the best way to reach us. The direct to engineer telephone also reaches our 24x7 staff, but call routing may take several minutes to complete and voice quality is sometimes poor. Please speak clearly and slowly. The other telephone is answered 24x7 by a live operator in the USA who will then locate an engineer to return your call within 30 minutes, and often more quickly.

Established customers may also use the above contacts for routine, non-emergency help requests anytime 24x7 if that is more convenient for you. Engineers will then create a new issue on your behalf in our Customer Portal.