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 provide enterprise-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 Standard support package is included for free with all our database management plans.

Standard

Business

Enterprise

SLA Level - High

1 hour

30 minutes

15 minutes

SLA Level - Normal

24 hours

8 hours

1 hour

Custom SLA Configuration

Yes

Tickets per month

3*

16

Unlimited

Ticketing console

Yes

Yes

Yes

Email support

Yes

Yes

Yes

Conference call & phone support

Yes

Real-time group chat (Slack support)

Yes

Screen sharing support

Yes

Technical account manager

Yes

Price

Included for free

10% of spend, min. $1000/month

12% of spend, min. $5000/month

*One additional ticket for every multiple of $500 over $500 in monthly billing.
E.g. $1500 in monthly billing=> 3 (base) + 2 ($1000 over $500)

What else is included in the enterprise support plan?

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.