Product service commitment

Service commitment

Service scope definition

This Service Level Agreement (SLA) defines the scope of technical support for PolarDB for PostgreSQL Lightweight Edition and its associated high availability components. This agreement ensures that specific issues are resolved promptly and effectively. It also clearly defines service borders to manage expectations and enhance your service experience.

Service commitment

• Issue Resolution Service

  • We provide technical support and issue resolution services for customers who purchase online support for PolarDB for PostgreSQL Lightweight Edition. This service is limited to fixing functional defects and security vulnerabilities.

  • We provide technical support and issue resolution services for the high availability components for customers who purchase online support for PolarDB for PostgreSQL Lightweight Edition. This service is limited to fixing functional defects and security vulnerabilities.

• Response Time

  For all confirmed issue reports, we will respond after receiving the official report. We will also establish a resolution timeline based on the severity of the issue.

Service limitations

• Feature Extension and Custom Development

  This service excludes new feature development, custom modifications, or third-party integration services for PolarDB for PostgreSQL Lightweight Edition or its high availability components. This means we will not add extra features, modify existing feature logic, or provide compatibility support for non-standard environments at your request.

• Performance Optimization Consulting

  This service excludes database performance optimization. This includes, but is not limited to, architecture design, query efficiency optimization, and resource allocation policies.

• Non-Standard Deployment and Configuration

  This service excludes technical support for PolarDB for PostgreSQL Lightweight Edition and its components that are deployed in non-recommended or non-standard environments. For deployment and configuration, follow the best practices in the official documentation.

Service changes and notifications

We will notify customers of any major revisions to this SLA or changes to the service scope through official channels 15 days in advance. This ensures transparent communication and allows for an adaptation period.

By clearly defining this SLA, we aim to build a cooperative relationship with our customers based on understanding and trust. This helps ensure the stable operation of PolarDB and its high availability components. For requirements that fall outside the scope of this service, we encourage you to explore our value-added service options or seek support from professional third-party service providers.

Online service

• You can receive online technical service through tickets or DingTalk pre-sales consultations.

• You can receive service through a dedicated technical support group set up by product sales staff.

• The scope of remote technical service complies with the conventions in the Service Commitment section.

In-house service support

If you require in-house service support, such as database adaptation and tuning, in integrated or other output scenarios, contact the product manager through after-sales support to purchase the corresponding services.

Partner services

PolarDB partners with companies such as Yunhe Enmo to provide the following services, which you can purchase as needed:

Yunhe Enmo: data migration, database O&M, database delivery, database optimization, and other custom services. Service Area: the Chinese mainland, Hong Kong (China), and Macao (China).

To purchase partner services, contact a product sales representative.