Emergency

Support Tiers

 
Standard
Enterprise
Premier
Hours 24x7 24x7 24x7
SLA Money Back Guarantee [1]
Severity 1 Response Time 30 Minutes 30 Minutes 15 Minutes
Severity 2 Response Time 90 Minutes 60 Minutes 60 Minutes
Severity 3 Response Time 8 Hours 4 Hours 4 Hours
Severity 4 Response Time 48 Hours 24 Hours 12 Hours
Percona Server Support [2]
MySQL server contract includes Percona Server, MariaDB, and MySQL Community.
A separate contract is required for MongoDB/ Percona TokuMX or PXC Support.
    Percona Server Hot Bug Fixes
    PXC Add-on Option

 Optional

MariaDB Support [2]
    MariaDB Bug Fixes
MySQL Support [2]
    MySQL Community Bug Fixes
    Percona TokuDB
    Support for Legacy
    MySQL releases (pre 5.1)
MongoDB / TokuMX Support [2]
PXC Support [2]
Enterprise Ready Tools Support (Hot backup, Audit, Etc.)
Login Support (Percona Support Access Methods)
Login Support (Customer Specific Access Methods)
Screen Sharing (Percona Standard Screen Screen Tools)
Screen Sharing (Customer Specific Screen Share Tools)
Monthly Status Review
Proactive Support via TAM
Consultative Support
Installation and Upgrade Consultation
Use of Percona Standard Contract
Use of Customer Specific Contract
Copyright Indemnification
Custom Liability Options

 Optional

Enterprise Wide License Available?

 Optional

TAM Service Add-on Option

 Optional

Custom Monitoring Tools/Selection Options

 Optional

Special Priority Phone Line
Phone Support
Chat Support
Email Support
Discount on Project Work?   10% 20%
Number of Contacts 10 10 20

[1] Customers accounts will be credited a service credit for 1/10th of the monthly amount of the contract for each SLA violation, up to the monthly support cost.

[2] A separate contract is required for each technology you wish supported.