Support Levels for DBaaS
Offerings at a Glance
Flexible Pricing for Servers Available | Flexible Pricing for Servers Available |
Faster Initial Response Times | Fastest Initial Response Times |
Up to 10 Technical Contacts | Up to 20 Technical Contacts |
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Response Time (SLA) Details
| Initial S1 | 30 Minutes | 15 Minutes |
|---|---|---|
| Initial S2 | 90 Minutes | 60 Minutes |
| Initial S3 | 4 Hours | 2 Hours |
| Initial S4 | 24 Hours | 12 Hours |
| Ongoing S1 |
| 1 Hour |
| Ongoing S2 |
| 4 Hours |
Covered Software
Amazon RDS (MySQL, MariaDB, PostgreSQL) | Amazon RDS (MySQL, MariaDB, PostgreSQL) |
Amazon Aurora (MySQL, PostgreSQL) | Amazon Aurora (MySQL, PostgreSQL) |
Google Cloud SQL (MySQL, PostgreSQL) | Google Cloud SQL (MySQL, PostgreSQL) |
Microsoft Azure Database (MySQL, PostgreSQL) | Microsoft Azure Database (MySQL, PostgreSQL) |
Heroku Postgres | Heroku Postgres |
MongoDB Atlas | MongoDB Atlas |
ProxySQL Support | ProxySQL Support |
HAProxy Support with PostgreSQL | HAProxy Support with PostgreSQL |
Percona Monitoring and Management | Percona Monitoring and Management |
Community Fixes[3] | Community Fixes[3] |
[1] “Standard HA and Replication” refers to the basic failover and scale out features built into the DBaaS platform for high availability clustering within a single datacenter or availability zone.
“Advanced HA and Replication” refers to all multiple data center or availability zone failover and scale out features, including replication between the DBaaS platform and databases deployed outside that environment.
[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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