Support Levels for MongoDB

New Offerings at a Glance

Essentials
Advanced
Premium
Support Based on Number of Servers Unlimited Servers Available Unlimited 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
  • 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
Integrated Hot Backup Integrated Hot Backup Integrated Hot Backup
Percona Monitoring and Management Percona Monitoring and Management Percona Monitoring and Management
Percona Server for MongoDB Percona Server for MongoDB Percona Server for MongoDB
MongoDB Community MongoDB Community MongoDB Community
  • Community Fixes [3]
  • Percona Server Fixes
  • Community Fixes [3]
  • Percona Server Fixes
  • Percona Server Hot Fixes
  • Community Fixes [3]
  • Percona Server Fixes
  • Percona Server Hot Fixes
  • MongoDB Community Fixes

[1] "Standard HA and Replication" refers to the basic replica set feature built into MongoDB Community for high availability clustering within a single datacenter.

"Advanced HA and Replication" refers to all other supported replication features and technologies. This includes, but isn't limited to, sharding and geographically distributed datacenters or availability zones.

[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.

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:

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How Percona Can Help

Percona's experts can maximize your application performance with our open source database support, managed services or consulting. For immediate database help, contact us at +1-888-316-9775 (USA), +44 203 608 6727 (Europe) or have us reach out to you:

Contact me!