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PostgreSQL Support Policies - HexaCluster

HexaCluster provides unlimited support to a wide ecosystem of PostgreSQL. Our support is available 24x7x365 worldwide. Our support team can be contacted via our Customer Service Portal, telephone, email, chat and Slack. Opening a support incident is as simple as sending an email or a message on slack. 

Our Support Subcription Plans

We proudly offer two tailored PostgreSQL support subscription plans: Basic and Premium. Features shared by both plans include Unlimited Assistance for ceaseless support related to PostgreSQL incidents and migrations to PostgreSQL.

Following sections provide more insights into our support plans.

Basic

  • 24x7x365 worldwide
  • SLAs for Incidents
    Severity 1 - 30 mins
    Severity 2 - 2 Hours
    Severity 3 - 8 Hours
    Severity 4 - 16 Hours
  • Support for Bug fixes on Community software on a best effort basis. (Supported PostgreSQL tools and extensions)
  • PostgreSQL Incidents (More details)
  • Database Migration Support (More details)
  • Customer Support Portal, Emails, Phone and Chat
  • Access to HexaCluster knowledge base
  • Customer Success Manager

Premium

  • 24x7x365 worldwide
  • SLAs for Incidents
    Severity 1 - 15 mins
    Severity 2 - 1 Hour
    Severity 3 - 4 Hours
    Severity 4 - 12 Hours
  • Guaranteed Support for Bug fixes on Community software
    (Supported PostgreSQL tools and extensions)
  • PostgreSQL Incidents (More details)
  • Database Migration Support (More details)
  • Customer Support Portal, Emails, Phone, Chat and Slack
  • Access to HexaCluster knowledge base
  • Customer Success Manager
  • Technical Account Manager (TAM)
  • Quarterly review of Incidents with TAM
  • Quarterly review of PostgreSQL Versions and Upgrade Roadmap
  • Quarterly review of the Health of all supported PostgreSQL Instances
  • Review of Database Migration Roadmap with TAM
  • Quarterly Technical Webinars on PostgreSQL latest features
  • Special discounts on Consulting services

What is covered through PostgreSQL Support?

PostgreSQL support offered by HexaCluster includes any type of Incident in the ecosystem of PostgreSQL. We are the only team on the planet to include advisory support for Development as well as Database Migrations, irrespective of the type of subscription. Our support team provides assistance with the following type of Incidents for both: Basic and Premium support plans.

  • Database Availability
  • Performance Issues
  • Implementation of PostgreSQL, as well as supported tools and extensions.
  • Tuning of configuration parameters of OS, Databases, Connection Pooler, and supported PostgreSQL tools and extensions.
  • Backup, Restore, Recovery and Point-in-time-recovery
  • Data Corruption and Recovery
  • Bug fixes on supported PostgreSQL tools and extensions. (Guaranteed with Premium)
  • Replication and High Availability
  • Sharding, Partitioning and Indexing
  • Database crashes
  • Root Cause Analysis for S1 and S2 Incidents
  • Review of database deployment scripts
  • Upgrades and Updates to OS and Database versions
  • Database Maintenance Tasks
  • Advice on Auditing, Logging and analyzing
  • Query Performance tuning and suggestions on query rewrites.
  • Guidance on Profiling and Tuning stored procedures, functions and other code objects within a PostgreSQL database
  • Advisory support on development of business logic within the database
  • General suggestions and Implementation of PostgreSQL best practices
  • See more details about what's covered in our Database Migration support in the following sections.

What's covered in our Database Migration Support?

Database Migration Support is automatically included with our Basic and Premium support subscriptions. Our migration support is currently limited to the following database migrations only. 

  • Oracle to PostgreSQL
  • SQL Server to PostgreSQL
  • MySQL to PostgreSQL
  • Migration of PostgreSQL databases to Cloud.

Our support team provides assistance with the following type of Incidents related to Database Migrations.

  • Advice on Database Migration Plan
  • Advice on tools and extensions to achieve expected functionalities with PostgreSQL.
  • Suggest appropriate data types for objects during the migration of database schema
  • Advice the alternatives for Oracle, SQL Server, and MySQL features in PostgreSQL
  • Provide recommendations for tuning time consuming SQLs, functions and stored procedures.
  • Advice the techniques that can be used to compare the migrated schema with the source database schema
  • Recommend alternatives to implement scheduler jobs, maintenance jobs similar to Oracle, SQL Server and MySQL in PostgreSQL.
  • Provide recommendations on the Index types to meet the performance requirements upon migration.
  • Provide guidance on implementing profiling tools to gain performance insights during migration
  • Suggest data migration solutions to migrate data from Oracle, SQL Server, MySQL and PostgreSQL to PostgreSQL.
  • Apply patches to Ora2Pg to fix migration issues faced by Customers.
  • Contribute patches and new features to add new functionalities that may benefit the database migration.
  • Provide guidance on implementing customized data migration tools and CDC solutions for Online migrations.
  • Review the Production database migration plan and suggest best practices or recommendations.

To learn more about the tools and extensions supported by HexaCluster, please visit HexaCluster supported Tools and Extensions.

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