Support Levels for DBaaS

New Offerings at a Glance

Essentials
Advanced
Premium
Support Based on Number of Servers Flexible Pricing for Servers Available Flexible Pricing for Servers Available
Standard Initial Response Times Faster Initial Response Times Fastest Initial Response Times
Up to 5 Technical Contacts Up to 10 Technical Contacts Up to 20 Technical Contacts
  • Web and Email Support
  • Install, Upgrade, Configuration
  • Standard HA and Replication [1]
  • General Product and SQL Use
  • Service Restoration
  • Knowledge Base
  • Percona Software Fixes
  • Essentials features +
    • Phone and Chat Support
    • Login Support and Screen Sharing
    • Advanced Replication and HA Support [1]
    • Consultative Support
    • Optional Technical Account Manager
    • Customized Contract
    • Percona Software Hotfixes
    • 10% Consulting Discount
  • Advanced features +
    • Ongoing Response Time Target
    • Money Back Guarantee [2]
    • Non-Standard Login and Screen Sharing
    • Assigned Customer Success Manager
    • Optional Emergency Onsite
    • Available Copyright Indemnification
    • Custom Liability Options
    • 20% Consulting Discount
    • Non-Percona Software Fixes

Response Time (SLA) Details

 
Essentials
Advanced
Premium
Initial S1 1 Hour 30 Minutes 15 Minutes
Initial S2 4 Hours 90 Minutes 60 Minutes
Initial S3 8 Hours 4 Hours 2 Hours
Initial S4 48 Hours 24 Hours 12 Hours
Ongoing S1 1 Hour
Ongoing S2 4 Hours

Covered Software

Essentials
Advanced
Premium
Amazon RDS (MySQL, MariaDB, PostgreSQL) 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) Google Cloud SQL (MySQL, PostgreSQL)
Microsoft Azure Database (MySQL, PostgreSQL) Microsoft Azure Database (MySQL, PostgreSQL) Microsoft Azure Database (MySQL, PostgreSQL)
Heroku Postgres Heroku Postgres Heroku Postgres
MongoDB Atlas MongoDB Atlas MongoDB Atlas
ProxySQL Support ProxySQL Support
HAProxy Support with PostgreSQL HAProxy Support with PostgreSQL
Community Fixes [3] 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.

[2] 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.

[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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