Onboarding Activities

The Services commence with the following one-time onboarding activities, which will occur no later than 30 business days after the Effective Date and enable Percona to gather certain baseline information about the Environment.

Installation of Tools Subject to Customer providing access and installation rights as described in the Tools Access, Installation and Use Terms and Conditions below, at a mutually agreed time Percona will install a series of software tools (the “Tools”) necessary to provide the Services, including: (a) Percona Toolkit; (b) Percona Monitoring and Management (PMM); (c) Percona Managed Services Tools; and (d) Percona Repository.
Business Review Percona will: (a) participate in a one-hour meeting with Customer to review the Environment, including Supported Software architecture, growth expectations, and historical peak usage times; and (b) then document business requirements based on that meeting, including Recovery Time Objective and Recovery Point Objectives, as well as escalation points and agreed maintenance windows (collectively, the “Business Review”).
Technical Review Percona will perform a Business Continuity Review, a Performance Review and a Top Query Review as part of the On-boarding process in order to: (a) verify its understanding of the Supported Software; (b) document the Supported Software architecture; (c) identify high-risk problems; and (d) understand the overall health of the Supported Software.
Health Report Card Based on the foregoing, Percona will generate and deliver a high level report to the Customer documenting overall Supported Software health with respect to: (a) performance; (b) security; (c) business continuity; and (d) capacity.
Dashboard Access Upon completion of the above activities and for the duration of the SOW, Percona will grant Customer with password-protected access to a website providing a comprehensive view of Supported Software status, including Server status, backup status and other performance metrics. Access is subject to Percona’s then-current Acceptable Use Policy.

Proactive Services

Upon completion of the Onboarding Activities, Percona will provide the services described below:

Monthly Activities: Once per month (or more frequently, as indicated below), Percona will provide the following services:

Health Status Check Percona will check alerting thresholds, incident metrics, backup status and disk space for the Supported Software. (On a weekly basis.)
Application Query Reviews Percona will spend up to 8 hours per month reviewing and optimizing new application queries (pre- or post-production) for the Supported Software provided by Customer for review.
Maintenance At Customer’s request, Percona will install routine, scheduled maintenance releases (including updates and bug fixes, but not major releases) of the Supported Software within the maintenance window (as defined by the Business Review) each week or month as necessary, based on Percona’s change management policy. Customer acknowledges that installation typically requires the Suported Software to be re-started.
Monthly Review Call Percona’s designated Service Delivery Manager will schedule a regular call with the Customer to discuss deliverables and requests. This is typically an hour in length, and is used to discuss upcoming projects and initiatives as well as current status of the supported Environment(s)
Monthly Report Card Customer will receive a report summarizing the proactive work, findings, and recommendations according to risk and opportunities.
Security Assessment Applying Percona best practices, Percona will perform a security assessment of the Supported Software, including database users and passwords, settings, OS configurations, connections, encryption, and vulnerabilities.

Quarterly Activities: Once per quarter, Percona will provide the following services:

Performance Review Percona will review storage engine checks, database configuration and statistics, schema and data types, and replication with respect to the Supported Software.
Security Assessment Applying Percona best practices, Percona will perform a security assessment of the Supported Software, including database users and passwords, settings, OS configurations, connections, encryption, and vulnerabilities.
Business Continuity Review Percona will use the Tools to perform an audit to grade Supported Software business continuity in case of failure in the following categories: Backup Architecture, Backup Testing, Backup Automation, Backup Processes, Backup Security, High Availability Configuration, High Availability Testing, High Availability Processes, and High Availability Managed Services Compatibility.
Top Query Review Percona will review top queries for the Supported Software (as defined by the Business Review and recorded via the Tools), document the impact of each, and recommend steps for optimization including application, query, or schema changes.

Annual/Bi-annual Activities: Percona will provide the following services:

Growth Forecast Twice per year, Percona and Customer will participate in a meeting (typically an hour long in duration) to gather a growth forecast from the Customer, and thereafter make recommendations for scaling the Supported Software environment if necessary.
Annual Business Review As with the on-boarding, every year Percona will: (a) participate in a one-hour meeting with Customer to review the Environment, including Supported Software architecture, growth expectations, and historical peak usage times; and (b) then document business requirements based on that meeting, including Recovery Time Objective and Recovery Point Objectives, as well as escalation points and agreed maintenance windows (collectively, the “Business Review”).

Responsive Services

On an hourly fee basis at the rates described in Section 3 of the SOW, Percona will provide the following Services, subject to the limitations and exclusions enumerated in Percona’s then-current online support policies. (the “Support Policies”).

Service Restoration In case of a Supported Software outage caused by a bug or defect in the Supported Software or Tools, Managed Service engineers will respond and take steps to restore service to the Supported Software according to Customer’s business requirements gathered in the Business Review.
Root Cause Analysis In the event of recurring issues with the Supported Software that cause an automated alert response, Percona engineers will conduct a Root Cause Analysis at the request of the Customer in order to address the recurring issue.
Project Work In addition to any routine managed services, at Customer’s request and subject to a process intended to outline the scope of work, Percona shall make itself available to provide services outside of the scope of the Services described above, including: (a) architecture and design changes, such as migrating to a cloud environment or a new database storage engine; (b) major software version changes, such as installing a major release; (c) new technology implementation; and (d) other project-based services.
Alert Response Percona engineers will respond to any automated alerts generated by the Tools, according to business requirements gathered in the Business Review.
On-call Support Percona engineers will be available to provide Customer with on-call technical support of the Supported Software on a 24x7x365 basis.

Response Time Targets and Other Terms and Conditions

Response Targets. On a 24x7 basis all days of the year, Percona's initial response target for on-call support is as follows:

Severity Level Initial Response Target
1 Critical: Severe risk of instability if not addressed, could cause outages and/or impact performance in a noticeable and consistent way. 15 minutes
2 Priority: Improvements to stability that are non-impacting to production currently but will becoming impacting in the near term if not made a priority. 4 hours
3 Normal: General DBA tasks that will improve overall health of the cluster, worthy to note that after the stabilization phase most work should reside here. Next Business Day (End-of-Day)
4 Desired: Researching current environment to find additional stability where it is not obvious. Minor changes that are more forward thinking than actual business needs. Within 2 Business Days

Customer may designate up to ten (10) persons authorized to open technical support issues with Percona staff.

How Percona Can Help

Percona's experts can maximize your database performance with our open source database support, managed services or consulting professional services. For more information on our database services, contact us at +1-888-316-9775 (USA), +44 203 608 6727 (Europe) or have us reach out to you:

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