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You are here: Home / Support / 24/7 PostgreSQL Support

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

Just like being able to phone a friend, it’s reassuring to know we can put a ticket into 2ndQuadrant at anytime. Depending on where we are in the production cycle, one day of outage could cost us $0.5 million. That simply can’t happen.

Justen Marshall, Software Development Manager, Animal Logic

Everything from the initial contact with 2ndQuadrant sales to the onboarding process has been really good. The communication between 2ndQuadrant and ourselves is fantastic and the team provides a highly effective, first class service. As we scale up, we plan on 2ndQuadrant being right there with us.

Naeem Bari, Software CTO and Co-founder, Agilis Systems

The support from 2ndQuadrant has been really good, dealing with people who are keen to help us quickly and really know their stuff.

Craig Wilson, Technical Services Manager, Healthcare Software Solutions

Knowing 2ndQuadrant are looking after us is very reassuring – it’s like having many pairs of extra eyes covering all the bases both day and night. In fact, after a recent technical security issue emerged, 2ndQuadrant were able to act quickly and efficiently, through its ‘follow the sun’ support. Without them we would have had staff staying on site overnight to ensure a fix.

Gareth Holt, Head of Technology, London Partners

2ndQuadrant’s support has helped us to upgrade our PostgreSQL and BDR versions with zero downtime and resolve any issues that have come up with using the extension, as well as analyze our PostgreSQL server configurations to ensure we are getting the best performance out of our database cluster.

Alex Yurkowski, CTO, ClickUp

Working with 2ndQuadrant has been an excellent experience. Their support team has a wealth of knowledge and always provides an in-depth answer to our questions in a very timely fashion. Between support, consulting on specific issues and guidance on overall best practices, 2ndQuadrant has been an invaluable resource to us at tastyworks.

Jordan von Kluck, CTO, tastyworks

The goal of having platinum support was very simple – to serve as a backup and safety mechanism for the internal team at BenchPrep. This allowed the team the ability to work with the professionals at 2ndQuadrant and figure out what we should be tuning and tweaking continuously with regards to the Postgres configuration and also with regards to errors and issues. This ensures that we have a very efficient, responsive, and professional team ready to be accessed any time we need. It provided us with the safety net that we needed to have as we were dealing with a large volume of users and enterprise customers.

Nickolay Schwarz, CTO, BenchPrep

Working with 2ndQuadrant allowed the team time to focus on our strategic database initiatives while their Remote DBA services delivered the planned operational changes all the while maintaining our highly secure & available system.

Darace Rose, CIO & VP of Information Technology, ThinkResearch

With production database footprints circling the globe and scaling to tens of terabytes, we have relied on 2ndQuadrant for nearly a decade to keep our systems healthy and operational. From routine upgrades and backups through consulting on query performance and disaster recovery to developing patches for our live databases during critical incidents, 2ndQuadrant have provided us with unparalleled support and expertise and are absolutely indispensable to our business operations.

Merlin Hughes, CTO, Learning Objects
PreviousNext

The Diamond plan exclusively offers support for multi-master replication with 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 this Portal and, amongst many other benefits, they are able to:

  • Log tickets and securely share information, such as technical documents, and 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 designed to minimize such risks for your business and are priced to be the best cost-effective solutions. Read more about 2ndQuadrant Support customers’ experiences.


2ndQuadrant Support & Postgres-BDR chosen by global award-winning digital studio

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Global leader in climate science chooses PostgreSQL and 2ndQuadrant’s 24/7 Support

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Back to Postgres Support & Services

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!

UK +44 (0)870 766 7756

US +1 650 378 1218

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