Postgres Plus Production Subscriptions

Customers of Premium and Basic Postgres Plus Subscriptions receive maintenance software upgrades and enterprise technical support for troubleshooting and resolving production software issues in the programs acquired from EnterpriseDB. These subscriptions give organizations the advantage of exceptionally quick responses to installation, configuration, problem diagnosis, bug identification and resolution issues. All issues are addressed in a timely and professional manner consistent with the Service Levels detailed in your Subscription Terms and Conditions agreement.

Note: Production support does not include assistance in learning how to write database applications using one of the many languages supported by Postgres. It does however, include help in tracking down suspected bugs or issues directly related to a language.

Download the data sheet.

Production Subscription Benefits

  • Software updates in one-click installers (no downloading, configuring, building, testing of source code)
  • Detailed and Informative Software Technical Alerts
  • Field Hot Fixes for Severity 1 Bugs (Premium Subscriptions Only)
  • Predictable Postgres Plus software lifecycle schedules for data center planning, budgeting, and migration planning
  • Technical support delivered with enterprise Service Level Agreements
  • Technical support from Postgres experts with Access to community leaders/contributors
  • Visibility into and Influence over product roadmaps
  • StackBuilder Plus package manager with Update Monitor
  • Documentation in PDF format
  • KnowledgeBase access
  • Premium Webcast content
  • Web-based Case Management
  • Multiple support modes: phone, email, and remote connect
  • Early access to new software releases
  • Productivity Tools: Server, Migration Studio)
  • Software License Compliance (for Advanced Server, xDB Replication Server, PL/Secure and Postgres Plus HQ
  • Indemnification (Premium Subscription and Advanced Server only)
  • Product Warranties (Premium Subscription and Advanced Server only)

Enterprise Technical Support Coverage

Premium and Basic subscriptions receive support for an unlimited number of production incidents. The types of incidents supported and not supported are noted below.

  • Severity Error Level 1 Issues
    A catastrophic production Error in the Software which severely impacts Customer's production systems, or in which the Software in Customer's production systems are down or not functioning; or an Error in the Software which is causing a loss of production data and no procedural work around exists.
  • Severity Error Level 2
    These issues mean the Software, which is in production, is operational but certain major functions are not performing in accordance with the Documentation and no workaround is available.
  • Severity Error Level 3
    These issues are (a) minor functions of the Software, which is in production, are not performing in accordance with the Documentation or (b) the Software, which is in development or a test environment, is not performing in accordance with the Documentation.


Support Exclusions

  • A failure of hardware, equipment or programs not covered by the Subscription Terms and Conditions
  • Customer's failure to comply with operating instructions contained in the Documentation
  • A modification, enhancement or customization of the Software by anyone other than EnterpriseDB
  • Any cause or causes beyond the reasonable control of EnterpriseDB (e.g. floods, fires, loss of electricity or other utilities), errors arising from anything other than Software, such as, web-servers or hardware
  • Installation, configuration, management and operation of the Customer's applications
  • Software obtained from anyplace other than through the EnterpriseDB website
  • APIs interfaces or data formats other than those included with the Software
  • Products installed in an environment not supported by EnterpriseDB or EnterpriseDB products beyond their Extended Support lifecycle


All Subscription Plans.