Support Levels for MySQL

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
Percona Distribution for MySQL Percona Distribution for MySQL Percona Distribution for MySQL
Percona XtraBackup hot backup Percona XtraBackup hot backup Percona XtraBackup hot backup
Percona Monitoring and Management Percona Monitoring and Management Percona Monitoring and Management
Percona Server for MySQL Percona Server for MySQL Percona Server for MySQL
  Percona XtraDB Cluster

Percona Kubernetes Operator for XtraDB Cluster		 Percona XtraDB Cluster

Percona Kubernetes Operator for XtraDB Cluster
MySQL Community MySQL Community MySQL Community
  MySQL + Galera MySQL + Galera
  Orchestrator, ProxySQL, and HAProxy Orchestrator, ProxySQL, and HAProxy
  • 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
  • MySQL Community Fixes

[1] "Standard HA and Replication" refers to all of the basic replication features built into MySQL 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. Within Oracle MySQL this includes the mysqlfailover utility, and within Amazon RDS this includes the built-in failover functionality.

"Advanced HA and Replication" refers to all other supported replication features and technologies. This includes, but isn't limited to, Percona XtraDB Cluster and Galera, MySQL Group Replication, InnoDB Cluster, the semi-synchronous replication plugin in MySQL 5.7, multi-source replication, multiple datacenter or multiple availability zone replication, and MHA clustering.

[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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