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Percona Support Levels

Percona Support comes in three varieties so you can find the right level of service for your technical and business needs, whether you have a simple deployment with basic needs, a mission critical application with complex high availability requirements, or a demanding business critical application that requires the best initial and ongoing response time SLAs in the industry and a money back guarantee.

We offer DBaaS-specific versions of each tier, and for customers with a large number of servers we also offer Advanced and Premium support under “Unlimited Servers” terms.

Essentials
Support for
companies with
simple business
and technical needs
in undemanding environments
  • Covers
    Open Source
    Database Support
  • 24x7x365 Support for outages
  • Industry Average Response Times
Advanced
Support for
companies with complex
business and technical
needs in a
demanding environment
  • Covers Open Source Database Support + Popular Community Software
  • 24x7x365 Support for outages
  • Faster Response
    Times
  • Phone, Chat, Login, Screen Sharing Support
  • Advice, best practices, and guidance to build better databases
  • Support for advanced high availability topologies
  • Optional Technical Account Manager
Premium
Support for companies with the most complex business and technical needs, in uncompromising, financially sensitive, mission critical environments.
  • Covers Open Source Database Support + Popular Community Software
  • 24x7x365 Support for outages
  • Fastest SLAs & Response Times
  • Ongoing Response Time SLAs
  • Phone, Chat, Login, Screen Sharing Support
  • Custom Login and Screen Sharing Support
  • Advice, best practices, and guidance to build better databases
  • Support for advanced high availability topologies
  • Assigned Customer Success Manager
  • Money Back Guarantee
  • Optional Technical Account Manager
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