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Support Tiers for MySQL and MariaDB

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 MySQL Support
    Percona Server Hot Bug Fixes
MariaDB Support
    MariaDB Bug Fixes
MySQL Support
    MySQL Community Bug Fixes
Percona XtraDB Cluster
    Percona XtraDB Cluster Hot Bug Fixes
    ProxySQL Support
    HAProxy Support (when using Percona XtraDB Cluster)
MariaDB Galera Cluster
    MariaDB Galera Cluster Bug Fixes
MySQL Community + Galera
    MySQL Community Galera Bug Fixes
Standard High Availability (HA) [2]
Advanced High Availability (HA) [2]
Enterprise Ready Tools Support (Percona Toolkit, Percona XtraBackup, Percona Monitoring and Management, Percona Monitoring Plugins, MySQL Utilities, mysqldump, and MyDumper, 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" at Percona refers to all of the basic replication features built into the MySQL Server for high availability clustering. 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" at Percona refers to all other supported replication features and technologies, many of which require specific plugins or other additions to the MySQL Server to work. This includes, but isn't limited to, Percona XtraDB Cluster and Galera, MySQL Group Replication, the semi-synchronous replication plugin in MySQL 5.7, and MHA clustering.

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