Support subscription plans for your PostgreSQL Databases
2ndQuadrant provides full 24/7 problem resolution support for production systems. If PostgreSQL breaks, we'll get you back up quickly. Clear and workable Service Level Agreements apply following standard industry response levels, including unlimited incidents.
|Gold Production Support||Platinum Production Support|
|Initial Response 1||Within 60 mins||Within 15 mins 2|
|Standard Escalation Time 1||Within 90 mins||Within 30 mins 2|
|Release Lifetime||7 years||7 years|
|Guaranteed Resolution Times|
|Severity Level 1||4 hr workaround + 24 hr bug fix 2|
|Severity Level 2||8 hr workaround + 10 day bug fix 2|
|Severity Level 3||10 hr workaround + 20 days bug fix 2|
|Severity Level 4||60 day bug fix 2|
|Number of Incidents||Unlimited||Unlimited|
|Annual Fee 3||USD$ 3000 (per server) 3||USD$ 5000 (per server) 3|
1. Based on severity 1 issue logged
2. Guaranteed as part of Plati num SLA. Terms and conditi ons apply.
3. Minimum contract value may apply. Please request a writt en quote.
Platinum Production Support
For mission-critical instances where a ‘Severity 1’ situation needs an urgent response, 2ndQuadrant offers a guaranteed 15 minute response, with a 4 hour work-around and 24 hour bug fix. We call this our Platinum service and it’s only available from 2ndQuadrant. No other company offers this level of service or commitment, supported by some of the world’s leading PostgreSQL experts. Support cover is provided from Europe, US and Australasia in a "follow-the-sun" workflow.
Gold Production Support
Gold production support offers a response within 1 hour with similar features to Platinum. Choose our Gold service if a response time of less than 1 hour is suitable for your needs. Although no guarantees are provided for achieving a resolution, our objective is still to fix the problem as quickly as possible, 24 hours a day, 7 days week.
On Demand Consultancy
This is an add-on service is available to subscribers of Production Support. We can help you with best-practice, query tuning and installation advice 24 hours a day, 7 days a week. Contract provides 40 hours of consultancy, called off on an hourly basis. This popular add-on service can be included in your quote upon request.
This is an add-on service available to purchasers of Production Support. Expert intervention to assist when onsite skills are not available. We can provide this service for just one server and can be a cost effective alternative to employing someone to provide the same resources.
Why 2ndQuadrant Support for PostgreSQL?
With commercial software, support often isn't optional, which can result in it being low quality because there is no possibility of avoiding the cost or choosing alternative suppliers. "Support" means if you are really stuck you have someone to call, though to many people that means getting told "Yeah, its a bug. We already know".
2ndQuadrant provides 24/7 software support where we actually fix bugs, not just tell you about them and what the workaround is. Support is optional, so we expect to have to give a quality service: we make sure we're there when you need us and that we have the skills to solve your problems.
Our support function is staffed by PostgreSQL developers and contributors. When you call us a noted PostgreSQL expert/developer/contributor will actually respond, personally. And if they can't help, we'll mobilise more people until we can. We don't have Level 1 staff as call handlers, we don't operate from call centres in developing countries to keep costs low and we don't rely on Google for our expertise!
We are a growing business with a worldwide presence so whenever you call us you'll get someone working their day shift. There are many of us, so nobody needs to work nights or public holidays to make this work. No jumping out of bed. Awake, trained and motivated people to help you when you're in trouble, backed by a larger team with broad experience and precise technical knowledge.
2ndQuadrant isn't a venture capital driven business. Why should that matter? Well we think it makes a big difference because we don't have huge loans to repay and aggressive sales targets. We're developers and technical experts, who use the funding from support to add even more value to PostgreSQL. So our support is reasonably priced and aims to covers the costs of being available to solve your problems.
*Platinum Production Support is currently available in English language only. Our Gold service is available in French, Italian, German and Spanish, using native or fluent speakers.
Request a quote for Production Support