24/7 PostgreSQL Support

When it’s critical, you can count on us!

If access to your data is critical, 2ndQuadrant guarantees you will have your problems addressed quickly. The PostgreSQL contributors, developers and committers that make up the 2ndQuadrant Professional Support Team are committed to solving issues efficiently and accurately. Global coverage with local presence ensures that a PostgreSQL expert will respond within 15 minutes to address your issue, providing a workaround in 4 hours and a bug fix within 24 hours. With more than 15 years of experience, 2ndQuadrant provides high quality enterprise Support to PostgreSQL databases for companies ranging from small startups to large enterprises. 2ndQuadrant is committed to providing your organization with the best PostgreSQL services and solutions for commercial use.

We don’t just provide support, we guarantee help

If speed of resolution is absolutely critical, the Diamond and Platinum plans guarantee fast response and resolution times. All critical situations are handled in real time by globally recognized PostgreSQL experts.

The support is always committed to the best answer. Not the first answer.

Otávio Sampaio, CIO, Fidelize

The Diamond plan exclusively offers support for multi-master replication with Postgres-BDR, as well as Quarterly Review Meetings and access to a dedicated Technical Account Manager (for BDR3 and above). The Gold Production Support Plan is tailored for organizations that are looking for guaranteed response times, resolution goals, and bug fixes – but are not critically bound by time. The Gold plan is available in English and Spanish.

2ndQuadrant 24/7 Production Support Plans

BDR Support
Technical
Account Manager*
Quarterly Review
Guaranteed
Response Time**
Standard
Escalation Time
Diamond Plan
15 Minutes
30 Minutes
Platinum Plan
15 Minutes
30 Minutes
Gold Plan
60 Minutes
90 Minutes

GUARANTEED INITIAL RESPONSE TIME

Severity Level 1
Severity Level 2
Severity Level 3
Severity Level 4
15 Minutes
2 hours
4 hours
Next business
day
15 Minutes
2 hours
4 hours
Next business
day
60 Minutes
2 hours
4 hours
Next business
day

BUG FIX

Severity Level 1
Severity Level 2
Severity Level 3
Severity Level 4
Resolution
Guarantee
24 hours
5 days
15 days
30 days
Resolution
Guarantee
24 hours
5 days
15 days
30 days
Resolution
Goal
Within 48 hours
Within 10 days
Within 20 days
Within 60 days

* for BDR3 and above

** for Severity Level 1

The Portal

The Portal is where our customers experience 2ndQuadrant’s signature Support service. All customers are on-boarded via The Portal and, amongst many other benefits, they are able to:

  • Log tickets and securely share information, such as technical documents, to facilitate incident response process during support operations.
  • Securely access software developed and supported by 2ndQuadrant, using certified package repositories.
  • Access the Knowledge Base of technical content written by leading PostgreSQL experts from around the world.
  • Be the first alerted about PostgreSQL news through technical alerts, announcements, release updates, and more.

The Portal fully complies with the European Union’s General Data Protection Regulation (GDPR), granting full control of personal data to each user while ensuring its safety.

Customer Experience with 24/7 Support

2ndQuadrant provides professional PostgreSQL Support to companies all over the world. World-renowned experts are available 24 hours a day, 7 days a week, 365 days a year, for when things don’t go according to plan. Every hour of database downtime could potentially cost millions of dollars in lost revenue, opportunity cost, and compliance penalties. 2ndQuadrant Enterprise Support plans are the best cost-effective solutions to minimize these unnecessary business costs. Read more about 2ndQuadrant Support customer’s experiences:

2ndQuadrant provides PostgreSQL solutions for the Enterprise. Our support engineers have over 100 years of combined code contributions to the PostgreSQL project, making us the only company to contribute enterprise features to all of the last 13 releases. This is paired with 17+ years of hands-on experience through client engagements and allows us to integrate customized solutions with our customers – making 2ndQuadrant the Gold Standard for PostgreSQL products & services. To request more information about our Production Support Service please complete the contact form below and we will have someone contact you as soon as possible!