Plan benefits (offered in Australia only)
- Recommended for small environments with up to 8 cores
- Priced per instance
- Supports your business hours needs (9:00 AM–5:00 PM AEST, Monday to Friday excluding NSW public holidays)
- Wide range of tools and extensions supported
- Competitive SLAs available
- Access to Knowledge Base
- Unlimited support incidents/queries
- Hassle-free support package upgrade available
Support details
| 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, pg_bigm, pg_repack, pg_rman, pg_statsinfo, pgAdmin, pgaudit, pgBadger Barman - backup tool*
oracle_fdw - foreign data wrapper for Oracle† orafce - Oracle compatibility† 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† pgBadger - log analyser† -------------------------- * Supported on Linux † Supported on Linux and Windows |
| First contact | Online form |
| Server limits | Up to 8 cores |
| Subscription | Per instance |
| Bug fix support | Community Fujitsu will raise the issue for the community's consideration on the customer's behalf |
| Advanced options | – |
| Technical Account Management programs† |
– |
| Support hours | Business hours (9:00 AM–5:00PM AEST) |
| Support days | Monday to Friday (excluding NSW public holidays) |
| Support method | Remote |
| Language | English |
| Number of incidents | Unlimited |
| Number of contacts allowed to raise incidents |
5 |
* 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
Service level agreements
| Severity | Target initial response time Incidents logged outside business hours (9:00AM–5:00PM AEST) will be considered to have been logged at 9:00 AM of the next business day (excluding public holidays)
|
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
|
| 1
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. |
30 minutes | 2 business days |
| 2
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. |
60 minutes | 7 business days |
| 3
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. |
90 minutes | 14 business days |
| 4
Aesthetics or changes for convenience, with no functional implications.
Procedural incidents or questions. |
120 minutes | 60 business days |
