Support plan - Enterprise

Plan benefits

  • Recommended for large environments with more than 8 cores
  • Priced per core
  • Supports your business 24x7x365
  • 30 minutes initial response time*
  • Daily status update reports*
  • 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 - Advanced Enterprise 
Support plan - Corporate  
Compare  >
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 - backup*
--------------------------
* Supported on Linux
† Supported on Linux and Windows
First contact Phone call, Support Portal
Server limits Unlimited
Subscription Per core
Bug fix support OSS: Fujitsu-community Fujitsu will submit a working fix for the community's consideration
FUJITSU Enterprise Postgres: Fujitsu-delivered
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
10

* 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
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.
30 minutes 48 hours Every calendar day
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 calendar days Every 3 calendar days
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 calendar days Every week
Aesthetics or changes for convenience, with no functional implications.
Procedural incidents or questions.
120 minutes 60 calendar days Every month

 

 

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Benefits at a glance

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

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