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    Support plan - Advanced Enterprise

    Plan benefits

    • Recommended for large environments with more than 8 cores
    • Priced per core
    • Supports your business 24x7x365
    • 15 minutes initial response time*
    • Status update reports every 5 hours*
    • Wide range of tools and extensions supported
    • Access to Knowledge Base
    • Access to the Support Portal

    * For Severity 1 incidents   Allows customers to track their raised incidents and access full Knowledge Base

    Support details

    See also

    Support plan - Standard
    Support plan - Standard 24x7
    Support plan - Enterprise
    Support plan - Corporate  
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    Supported software OSS server
    Supported platforms Centos, RHEL, Windows, Debian, Ubuntu, SUSE 
    Supported versions:
      Centos - 6,7,8
      RHEL - 6,7,8
      Windows - 2012 R2, 2016, 2019
      Debian - 8,9
      Ubuntu - 14 LTS,16 LTS,18 LTS
      SUSE - 12,15
    Supported environments Physical, virtual, cloud, containers
    Supported modules, tools,
    and extensions*
    Barman, oracle_fdw, orafce, Pacemaker+PAF, pg_bigm,
    pg_repack, pg_rman, pg_statsinfo, pgAdmin, pgaudit,
    pgBackrest, pgBadger, Pgpool II, PostGIS, Repmgr, zabbix 
    Barman - backup tool*
    oracle_fdw - foreign data wrapper for Oracle
    orafce - Oracle compatibility
    Pacemaker+PAF - High Availability*
    pg_bigm - full text search module*
    pg_repack - table reorganisation extension
    pg_rman - backup tool*
    pg_statsinfo - monitoring tool*
    pgAdmin - administration tool
    pgaudit - audit extension
    pgBackrest - backup tool*
    pgBadger - log analyser
    Pgpool II - replication, load balancing*
    PostGIS - geographic object support*
    Repmgr - replication*
    TimescaleDB - time-series SQL database
    zabbix - monitoring tool*
    --------------------------
    * Supported on Linux
    † Supported on Linux and Windows
    First contact Phone call, email, Support Portal
    Server limits Unlimited
    Subscription Per core
    Bug fix support Fujitsu-community Fujitsu will submit a working fix for the community's consideration
    Status update reports See Service level agreements below
    Advanced options Support for container-deployed services
    Technical Account
    Management programs
    Optional
    Support hours 24 hours
    Support days Monday to Sunday, including public holidays
    Support method Remote
    Language English
    Number of incidents Unlimited
    Number of contacts
    allowed to raise incidents
    Unlimited

     

    Service level agreements

    Severity Target initial
    response time
    Target resolution
    time 
    This is defined as the intended timeframe from when the issue has been identified by the Support/Technical Team, to when a suitable workaround has been communicated and issued to the customer
    Status update
    report
    Major service disruption to the customer’s production systems, with no reasonably identifiable workaround.
    This disruption includes, but is not limited to: incidents where the supported software product has been disrupted and will not restart, a server crash, or a total system failure.
    15 minutes 36 hours Every 5 hours
    Significant service disruption.
    The supported software can be used in production, but only under a degraded mode of operation. A short-term workaround may be available.
    30 minutes 72 hours Every 12 hours
    Minor service disruption.
    A feature does not work, but either it does not affect the usability of the software or there is an acceptable permanent workaround available for said feature.
    60 minutes 10 calendar days Every calendar day
    Aesthetics or changes for convenience, with no functional implications.
    Procedural incidents or questions.
    90 minutes 30 calendar days Every week

    * For any tools and extensions not listed above, please contact the Support Team at pgtechenquiry@fast.au.fujitsu.com
    At no extra cost, allows customers to schedule monthly review meetings,request direct escalation, and receive monthly incident reports

     

     

    Raise an incident

    Already have Advanced Enterprise support?

    Click below to raise an incident via the Support Portal.

    Benefits at a glance

    • Transparent Service Level Agreement
    • Work with PostgreSQL experts
    • Support for business-critical environments

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