Support Packages

Industry-leading support for on-premises and cloud deployments

Keep your deployments up and running with a team of database experts at your side. At ScaleGrid, we can provide production-level support to help you quickly identify and resolve issues to improve your deployment performance and offer best practice guidance on your database management strategies.

Our Starter support package is included for free with all our database management plans.

Starter

Standard

Production

Continuity of ScaleGrid Console

Included

Included

Included

Automatic Patching

Included

Included

Included

Access to Knowledge Database

Included

Included

Unlimited

Monitoring of Cloud Services

Basic Reporting

Basic Reporting

Auto-Escalation to Support Queue

Access to Technical Support

Included

Included

Project-Based Services Pertaining to Your Databases

Available

Available

Live Chat Support

Included

Screen-Sharing Support Experience

Included

Support for Custom Size Deployments

Available

Live Support Hours

N/A

Monday-Friday 9am-7pm EST

24/7

Response Time

1 Hour

15 Minutes

SLA

24 Hours

2 Hours

Pricing

Included

20% Monthly Contract Value *

30% Monthly Contract Value **

* Minimum spend towards support $70/month
** Minimum spend towards support $100/month

Named Account Support

Do our support options not quite fit your needs? We understand that complex environments can require a bit more assistance than others. With our Named Account Support option, you can get a dedicated database administrator to your organization who can help you with many different DBA tasks such as:

  • Infrastructure planning & forecasting
  • Executing DR plan & testing
  • Performance tuning
  • Backup strategies
  • Data migration projects
  • Other DBA tasks

What types of support are included in the Named Account Support package?

General Database Questions
Get answers and guidance on common database questions for your deployments.

High Availability, Disaster Recovery Configuration & Installation
Guidance on installation, HA & DR solutions to maximize uptime and protect from disastrous events.

Upgrades
Discuss the optimal time to upgrade, and the necessary steps to implement a new database version.

Backup & Restore
Discuss your RPO and RTO backup strategy, and best practices for recovering a database backup.

Monitoring
Get suggestions on the best monitoring tools to use and key database metrics to track to optimize performance.

Debugging Performance Issues
Work with ScaleGrid engineers to debug and troubleshoot your database performance issues.

Index Analysis
Discuss your indexing strategy and get advice on how to properly analyze and manage your indexes.

Security
Get advice on database security best practices to adopt to protect your database clusters.

Scaling & Capacity Planning
Determine the best time to scale, effectively scaling up your deployments, and how to optimize consumption.

Connections
Discuss the best approach to your database connections, and how to effectively manage your connections.

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Want to find out more?

Reach out to us to find out specifics on how Named Account Support could work for your organization.