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Support Levels for MariaDB

Offerings at a Glance

Advanced
Premium

Flexible Pricing for Servers Available

Flexible Pricing for Servers Available

Faster Initial Response Times

Fastest Initial Response Times

Up to 10 Technical Contacts

Up to 20 Technical Contacts

  • Phone and Chat Support
  • Advanced Replication and HA Support [1]
  • Consultative Support
  • Assigned Customer Success Manager
  • Optional Technical Account Manager
  • Customized Contract
  • Percona Software Hotfixes
  • 10% Consulting Discount
  • Advanced features +
    • Ongoing Response Time Target
    • Assigned Customer Success Manager
    • Custom Liability Options
    • 20% Consulting Discount
    • Non-Percona Software Fixes

Response Time (SLA) Details

 
Advanced
Premium
Initial S1

30 Minutes

15 Minutes

Initial S2

90 Minutes

60 Minutes

Initial S3

4 Hours

2 Hours

Initial S4

24 Hours

12 Hours

Ongoing S1

 

1 Hour

Ongoing S2

 

4 Hours

Covered Software

Mariabackup (Community version)

Percona Monitoring and Management

MariaDB Server

MariaDB + Galera

ProxySQL

Community Fixes[3]

[1] “Standard HA and Replication” refers to all of the basic replication features built into MariaDB Server for high availability clustering within a single datacenter. This is the standard log shipping based asynchronous replication, and any included tools to surround it.

“Advanced HA and Replication” refers to all other supported replication features and technologies. This includes, but isn’t limited to, Galera, semi-synchronous replication, multi-source replication, multiple datacenter or multiple availability zone replication, and MHA clustering.

[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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