24×7 PostgreSQL Helpdesk
Production-grade support, rooted in purpose-built PostgreSQL engineering
Why do we provide 24×7 Helpdesk?
At Stormatics, we believe PostgreSQL should be reliable at all times, especially for mission-critical systems. We help teams unlock the full strength of PostgreSQL by keeping it resilient, predictable, and supported with urgency and care.
How do we do it?
24×7 PostgreSQL Helpdesk connects you with seasoned PostgreSQL experts, anytime, anywhere. We bring structured diagnosis, clear communication, and follow-the-sun delivery tailored to your environment, whether cloud, on-prem, or hybrid.
What’s included?
Whether you’re facing an incident, scaling up, or just need performance troubleshooting, we deliver enterprise-grade PostgreSQL support so your team stays focused on product and your systems stay online.
Support Packages, Tailored to You
The packages below are starting points. We’ll shape our support to fit your team’s setup, priorities, free from rigid tiers.
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 Commitment to Support Customers
Frequently Asked Questions (FAQs)
Q.What are Stormatics’ PostgreSQL Support Service Level Agreements (SLAs)?
We provide response-time based SLAs 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. What happens if PostgreSQL breaks in production?
Our team responds immediately to help you restore service quickly and efficiently. We know every minute matters.
Q. Do you support teams outside your time zone?
Always. We align with your local time zone, wherever you are in the world.
Q. What if we run many PostgreSQL instances on virtualized servers?
We’ll help optimize support coverage to keep it cost-effective and efficient, even across large deployments.
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.
Q. What if we hit a PostgreSQL bug during normal operations?
We’ll provide a reliable workaround and engage with the community to ensure a long-term fix makes it upstream.
Q. Can you give us a patch before the next official release?
Yes. If you need the fix urgently, we can deliver a patch as part of our consulting services, no need to wait.
Q. What can we expect from your support team?
Clear, courteous communication from experienced PostgreSQL specialists who are focused on resolving your issues fast.
Related Resources
Case Studies
Webinars
Umair Shahid 
Semab Tariq