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Support Levels for DBaaS

Offerings at a Glance

Advanced
Premium

Flexible Pricing for Servers Available

Flexible Pricing for Servers Available

Faster Initial Response Times

Fastest Initial Response Times

Up to 10 Technical Contacts

Up to 20 Technical Contacts

  • Phone and Chat Support
  • Advanced Replication and HA Support [1]
  • Consultative Support
  • Assigned Customer Success Manager
  • Optional Technical Account Manager
  • Customized Contract
  • Percona Software Hotfixes
  • 10% Consulting Discount
  • Advanced features +
    • Ongoing Response Time Target
    • Assigned Customer Success Manager
    • Custom Liability Options
    • 20% Consulting Discount
    • Non-Percona Software Fixes

Response Time (SLA) Details

 
Advanced
Premium
Initial S1

30 Minutes

15 Minutes

Initial S2

90 Minutes

60 Minutes

Initial S3

4 Hours

2 Hours

Initial S4

24 Hours

12 Hours

Ongoing S1

 

1 Hour

Ongoing S2

 

4 Hours

Covered Software

Advanced
Premium

Amazon RDS (MySQL, MariaDB, PostgreSQL)

Amazon RDS (MySQL, MariaDB, PostgreSQL)

Amazon Aurora (MySQL, PostgreSQL)

Amazon Aurora (MySQL, PostgreSQL)

Google Cloud SQL (MySQL, PostgreSQL)

Google Cloud SQL (MySQL, PostgreSQL)

Microsoft Azure Database (MySQL, PostgreSQL)

Microsoft Azure Database (MySQL, PostgreSQL)

Heroku Postgres

Heroku Postgres

MongoDB Atlas

MongoDB Atlas

ProxySQL Support

ProxySQL Support

HAProxy Support with PostgreSQL

HAProxy Support with PostgreSQL

Percona Monitoring and Management

Percona Monitoring and Management

Community Fixes[3]

Community Fixes[3]

[1] “Standard HA and Replication” refers to the basic failover and scale out features built into the DBaaS platform for high availability clustering within a single datacenter or availability zone.

“Advanced HA and Replication” refers to all multiple data center or availability zone failover and scale out features, including replication between the DBaaS platform and databases deployed outside that environment.

[3] Community Fixes means that where possible we will report bugs and any Percona-created bug fixes to the upstream software vendor or open source project.

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