24/7 PostgreSQL Helpdesk
When it is critical, you can count on us!
Every moment your PostgreSQL database is down can lead to significant financial loss, missed opportunities, and compliance risks. Don’t let database issues put your business at risk – partner with us to ensure your PostgreSQL production environment is reliable, secure, and optimized for peak performance.
Our team of seasoned PostgreSQL experts with 100+ combined experience, is dedicated to providing top-tier, SLA-based support with follow-the-sun delivery. Our focus is on quick problem resolution, clear communication, and proactive maintenance.
Our Commitment to Support Customers
Sev-1
Critical Impact
Production outages, data loss, security breaches.
Sev-2
High Impact
Critical functions broken, production affected.
Sev-3
Medium Impact
Minor functional issues,
environment bugs.
Sev-4
Low Impact
General Inquiries, cosmetic issues, feature requests
Our Support Packages
We will design our support around YOU. The packages listed below are illustrations, we will be as flexible as you need us to be.
Frequently Asked Questions (FAQs)
Q.What are Stormatics’ PostgreSQL Support Service Level Objectives (SLOs)?
We provide response-time based SLOs depending on your subscription tier: Premium, Production, or Basic. Premium and Production plans offer 24×7 support, while Basic is available 8×5 (business hours). Response targets for Severity 1 (critical) issues are as fast as 15 minutes under Premium.
Q. What Severity Levels do you use for incidents?
We categorize incidents into four Severity Levels:
- Severity 1 (Sev-1): Catastrophic failures, major outages, data loss, or high-risk security breaches.
- Severity 2 (Sev-2): Critical functions impaired with no workaround.
- Severity 3 (Sev-3): Non-critical features not working or issues in test environments.
- Severity 4 (Sev-4): General inquiries, feature requests, or cosmetic issues.
Q. Do you support all PostgreSQL versions?
Yes, we provide support for all actively maintained versions of PostgreSQL, aligned with the community’s end-of-life (EOL) schedule. New PostgreSQL versions are supported starting from their General Release Date.
Q.Can you support PostgreSQL running on AWS, Azure, or Google Cloud?
We are vendor agnostic and provide support for PostgreSQL deployed on third-party DBaaS platforms like Amazon RDS, Azure Database for PostgreSQL, and Google Cloud SQL, but within certain limits.
Q.Do you provide support for PostgreSQL tools and extensions?
We offer troubleshooting and break/fix support for a select set of PostgreSQL tools and extensions, provided they are sourced from approved community repositories.
Q. Do you provide on-site support?
Our support is primarily remote. On-site visits are available on request and are billed separately at our standard consulting rates, including travel and expenses.
Q. How do you ensure resolution of complex issues?
Our team is committed to delivering solutions through a combination of proactive diagnostics expert-level troubleshooting and collaboration with the PostgreSQL community when required. We focus on maintaining the health performance and stability of your PostgreSQL environment at all times.
Q. Are there cases where support is not provided?
Support is not covered in cases such as:
- Hardware or third-party software failures.
- Issues caused by custom modifications without our consent.
- Force majeure events like floods or power outages.
- Application-level issues or unsupported PostgreSQL versions. Professional services like migrations or performance audits are not part of standard support.
Q. Can I request help with PostgreSQL performance tuning and consulting?
Yes. We offer advanced performance optimization, architectural reviews, and consulting services designed to enhance the efficiency and scalability of your PostgreSQL workloads. These services are available through dedicated professional engagements to ensure maximum impact on your business operations.
Q.What do I need to provide for efficient support?
You should be ready to collaborate by providing:
- Detailed issue descriptions and relevant logs (excluding sensitive data).
- Self-contained test code that replicates the issue.
- Remote access (screen sharing, etc.) for troubleshooting. We may assist you in preparing test cases, but this could extend resolution times.
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