Emergency

Support Tiers

 
Standard
Enterprise
Premier
Hours 24x7 24x7 24x7
SLA Moneyback Guarantee
Severity 1 Response Time 60 Minutes 30 Minutes 15 Minutes
Severity 2 Response Time 2 Hours 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, MariaDB, MySQL Support
MySQL Community Bug Fixes
MariaDB Bug Fixes
MongoDB Support
Percona Server Hot Bug Fixes
Support for Legacy MySQL releases (pre 5.1)
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

PXC Add on Option

 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? NA 10% 20%
Number of Contacts 10 10 20