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| Hours | 24x7x365 | 24x7x365 | 24x7x365 |
| 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 for MongoDB Support | |||
| Percona Server for MongoDB Bug Fixes | |||
| MongoDB Community | |||
| MongoDB Community Bug Fixes | |||
| Standard High Availability (HA) [2] | |||
| Enterprise Ready Tools Support (Percona Toolkit, Percona XtraBackup, Percona Monitoring and Management, Percona Monitoring Plugins, hot backup, audit, etc.) | |||
| Login Support (Percona Support Access Methods) | |||
| Login Support (Customer Specific Access Methods) | |||
| Screen Sharing (Percona Standard 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 |
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| Enterprise Wide License Available? |
Optional |
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| TAM Service Add-on Option |
Optional | ||
| Custom Monitoring Tools/Selection Options |
Optional |
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| 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] Standard HA for MongoDB refers to the built-in replication and failover capabilities of a replica set.
To discuss how Percona can help your business, please call us at +1-888-316-9775 (USA), +44 203 608 6727 (Europe), or have us contact you:
