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Support Tiers for MongoDB

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


Enterprise Wide License Available?


TAM Service Add-on Option


Custom Monitoring Tools/Selection Options


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.

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