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EnterpriseDB Packaged Services Deliverables, Terms and Conditions

IMPORTANT - READ CAREFULLY

PACKAGED SERVICES Index

STRATEGY
Develop Your Postgres Strategy
Develop Your Oracle to Postgres Migration Strategy
Design Your Postgres Architecture & Solution
Design Your BigAnimal Strategy


OPERATIONS AND IMPLEMENTATION
Quick Deploy for Postgres
Define Your Monitoring Strategy for Postgres
Define Your Backup & Recovery Strategy for Postgres


OPTIMIZATION
Postgres Architecture and Performance Health Check


CUSTOM SERVICES
Postgres Embedded Subject Matter Expert
Oracle Migration Embedded Postgres EDB Subject Matter Expert
EDB Postgres Distributed Embedded Subject Matter Expert
Postgres Upgrade Embedded Subject Matter Expert

 

TECHNICAL ACCOUNT MANAGER SERVICES
Technical Account Manager


REMOTEDBA SERVICES
Remote and Cloud DBA Services

 

 

PACKAGED TRAINING

On-site or Private On-line Training, delivery of non-customized classes

 

GENERAL AND MISCELLANEOUS TERMS AND CONDITIONS

General Terms and Conditions - All Packaged Services
General Terms and Conditions - All Packaged Services and all Packaged Training

 

Strategy

Develop Your Postgres Strategy

Objective

See how Postgres can help your organization succeed in its goals while working with EDB to develop your Postgres Strategy. Partner with EDB Field CTOs to build a compelling, customized business case for Postgres consumption and adoption, based on your organization’s core values and objectives.  Applicable to those new to Postgres and those looking to expand their enterprise.

Duration

Up to 10 days

Audience

CTO, Executive Sponsors

Initiation
  • Conduct project kickoff to review service and share prerequisites
  • Provide a predefined task plan align dates, duration, and deliverables for the service engagement

Service Overview
  • Conduct an in-depth review of your information strategy, including:
    • Open source adoption strategy
    • Technology migration strategy
    • Necessary capabilities
  • Propose a path forward, including:
    • Recommended infrastructure components
    • Product and tooling recommendations
    • Comparative analysis of key features relative to other technologies
    • How Postgres fits into your desired future state
    • An adoption and target subscription model

Deliverable

Business case proposal including strategic approach, technology requirements, cost objectives, and key performance indicators for your business. 

 

Develop Your Oracle to Postgres Migration Strategy

Objective

Break away from Oracle and develop your Postgres strategy by partnering with EDB Field CTOs to build a compelling, customized business case for migrating your applications from Oracle to Postgres. 

Duration

up to 10 days

Audience

CTO, Executive sponsor

Initiation
  • Conduct project kickoff to review service and share prerequisites
  • Provide a predefined task plan to align dates, duration, and deliverables for the service engagement

Services Overview
  • Conduct an in-depth review of your Oracle application usage including
    • Open source adoption strategy
    • Key applications to be migrated
    • Prioritization
    • Technology migration strategy
    • Necessary capabilities
  • Propose a path forward, including:
    • Next steps - potential timelines
    • Recommended infrastructure components
    • Product and tooling recommendations
    • Comparative analysis of key features relative to other technologies
    • How Postgres fits into your desired future state
    • An adoption and target subscription model

Deliverable

Migration business case proposal including strategic approach, technology requirements, cost objectives, and key performance indicators for your business. 

 

Design Your Postgres Architecture & Solution

Objective

Modernize and transform with a Postgres infrastructure and solution that scales by partnering with an EDB Solution Architects to design, optimize and /or expand your Postgres Architecture with database, operational, infrastructure, and solution requirements for one application or small project. Designed for self-managed deployments on prem or in the cloud.

Duration

up to 5 days

Audience

Database Architects, Infrastructure Specialists, DBAs, Business Application Managers

Initiation
  • Conduct project kickoff to review service and share prerequisites
  • Provide a predefined task plan to share dates, duration, and deliverables for the service engagement

Service Overview

We’ll gather information on your current environmental requirements and operational practices to recommend viable architectures. We’ll review:

  • Availability tiers including definitions and operational expectations for business continuity and disaster recovery
  • Application design patterns
  • Existing/target infrastructure
  • Tooling Options 
  • Operational integration needs
  • Compliance and security requirements
  • Application and data segmentation plans
  • Workload characteristics

Deliverable

High level architectural and solution design(s) that can be used to determine environment implementation approach, recommended tooling, infrastructure considerations and support model.

 

Design Your BigAnimal Strategy 

Objective

Modernize and transform with our cloud infrastructure that scales by partnering with an EDB Solution Architects to determine your operational, infrastructure, and environmental requirements for Postgres on BigAnimal

Duration

Up to 5 days

Audience

DB Architects & Structural Data Owner

Initiation
  • Conduct project kickoff to review service and share prerequisites
  • Provide a predefined task plan to align dates, duration, and deliverables for the service engagement

Service Overview

We’ll gather information on your current environmental requirements and operational practices to recommend viable cloud architectures. We will review:

  • Availability tiers
  • Application design patterns and technologies used
  • Existing infrastructure 
  • Operational integration needs
  • Application and data segmentation plans
  • Workload characteristics

Deliverable

High level architectural design(s) that can be used to determine your BigAnimal / Cloud environment implementation approach, recommended sizing, and support model. 

 

Operations & Implementation

Quick Deploy for Postgres 

Objective

For customers that want to deploy efficiently with Postgres in 5 days or less, or for those customers that want to accelerate their implementation with a proven reference architecture, partner with an EDB Postgres Consultant to deploy highly available, scalable, and secure environments, in a way that accelerates the implementation of your Postgres solution.  We’ll provide reference architecture and use a standards-based approach based on best practices.

Duration

Up to 5 days

Audience

DBAs, Architects

Initiation
  • Conduct project kickoff to review service, share prerequisites, and align dates for this services engagement

Service Overview

We will work with your team as we deploy and validate Postgres on up to 3 servers (primary and two standbys) using  your licensed EDB products or utilizing open source Postgres. Activities will be reviewed based on your needs and may include:

  • Database installation and configuration
  • Streaming replication between up to 3 servers with one primary and up to two standbys
  • Failover installation, configuration, and demo
  • Monitoring installation, configuration, and demo
  • Backup and recovery installation, configuration, and demo

Deliverables
  • Services Engagement Completion Report 
  • Runbooks

 

Define Your Monitoring Strategy for Postgres  

Objective

Plan your monitoring strategy with best practices from Postgres experts by working with an EDB Postgres Consultant to determine your best practices for monitoring your Postgres solution.

Duration

Up to 5 days

Audience

Architects, DBAs, Support engineers

Initiation
  • Conduct project kickoff to review service and share prerequisites
  • Provide a predefined task plan to share dates, duration, and deliverables for the service engagement

Service Overview

An EDB consultant will work with you to identify the best backup strategy and solution based on your needs.  We will: 

  • Reviewing your monitoring stack
  • Recommending best monitoring solutions
  • Creating customized plans for alerting and notification
  • Building out best practices for incorporating Postgres into your infrastructure

Deliverable

A monitoring strategy document with customized recommendations

 

Define Your Backup & Recovery Strategy for Postgres 

Objective

Plan your backup strategy with best practices from Postgres experts by working with an EDB Postgres Consultant to determine a backup and recovery strategy including best practices based on your business needs and infrastructure

Duration

Up to 5 days

Audience

Architects, DBAs, monitoring specialists, support engineers

Initiation
  • Conduct project kickoff to review service and share prerequisites
  • Provide a predefined task plan to share dates, duration, and deliverables for the service engagement

Service Overview

An EDB consultant will work with you to identify the best backup strategy and solution based on your needs.  We will: 

Review your backup approach and stack

  • Review backup options and make recommendations
  • Build out best practices for backing up data

Deliverable

A backup strategy document with customized recommendations

 

Optimization

Postgres Architecture and Performance Health Check  

Objective

Ensure the health and stability of your Progres architecture by working with an EDB Postgres Consultants to perform a detailed review of one of your Postgres database instances (primary and up to 2 standbys) to understand the current and planned operations of your system and business application. We’ll give you a list of recommendations to improve performance and ensure a robust and healthy business application with a scalable structure.

Duration

Up to 5 days

Audience

Architects, DBAs, Monitoring specialists

Initiation
  • Conduct project kickoff to review service and share prerequisites
  • Provide a predefined task plan to share dates, duration, and deliverables for the service engagement

Service Overview

An EDB Consultant will work with your team to understand your performance challenges and analyze your:

  • Hardware and OS Configuration 
  • Architectural including Indices, Clusters, Schemas, Table spaces
  • Database Activity
  • Configuration Parameters and Query Timing
  • Vacuum Analyze Strategy
  • Partitioning Review
 

The consultant will complete:

  • Analysis of environment and existing configuration parameters with respect to the current or planned use case
  • Creation of detailed Architectural & Performance Health Check report with current and recommended changes in parameters and settings
  • Report review with customer via web conference

Deliverable

A report with a list of recommended performance and architectural optimizations to ensure optimal health and scalability for your chosen instance.

 

Embedded Subject Matter Experts (SME)

Postgres Embedded Subject Matter Expert 

Objective

Work with an EDB Subject Matter Expert to get expertise and assistance with a Postgres project or with any Postgres-specific issue.

Duration

A 4-week engagement with 1 EDB Consultant (20 person days)

Audience

Project-specific

Initiation
  • Prerequisite: You should provide a predefined task plan to share duration and deliverables for the service engagement
  • Conduct project kickoff to review service and share prerequisites

Service Deliverables
  • A consultant will be embedded with your project team either remote, onsite, or a combination to provide PostgreSQL, EDB Postgres Extended Server, and EDB Postgres Advanced Server expertise. 
  • The consultant will be directed by the customer project lead on tasks and will provide knowledge transfer as needed.

 

Oracle Migration Embedded Postgres EDB Subject Matter Expert 

Objective

Work with an EDB Subject Matter Expert to get expertise and assistance with your  Oracle Migration to Postgres Project

Duration

A 4-week engagement wth 1  EDB Consultant (20 person days)

Audience

Project-specific

Initiation
  • Prerequisite: You should provide a predefined task plan to share duration and deliverables for the service engagement
  • Conduct project kickoff to review service and share prerequisites

Service Deliverables
  • A  consultant will be embedded with your project team either remote, onsite, or a combination to provide expertise on migrating from Oracle to EDB Postgres Advanced Server. 
  • The consultant will be directed by the customer project lead on tasks and will provide knowledge transfer as needed.

 

EDB Postgres Distributed Embedded Subject Matter Expert 

Objective

Work with an EDB Subject Matter Expert to get expertise and assistance with a EDB Postgres Distributed project

Duration

A 4-week engagement with 1 EDB Consultant (20 person days)

Audience

Project-specific

Initiation
  • Prerequisite: You should provide a predefined task plan to share duration and deliverables for the service engagement
  • Conduct project kickoff to review service and share prerequisites

Service Deliverables
  • A consultant will be embedded with your project team either remote, onsite, or a combination to provide EDB Postgres Distributed expertise. 
  • The consultant will be directed by the customer project lead on tasks and will provide knowledge transfer as needed.

Postgres Upgrade Embedded Subject Matter Expert 

Objective

Work with an EDB Subject Matter Expert to get expertise and assistance with a Postgres upgrade from 9.6 to a more current version 

Duration

A 4-week engagement for with 1 EDB Consultant (20 person days)

Audience

Project-specific

Initiation
  • Prerequisite: You should provide a predefined task plan to share duration and deliverables for the service engagement
  • Conduct project kickoff to review service and share prerequisites

Service Deliverables
  • A consultant will be embedded with your project team either remote, onsite, or a combination to provide PostgreSQL, EDB Postgres Extended Server, or EDB Postgres Advanced Server upgrade expertise. 
  • The consultant will be directed by the customer project lead on tasks and will provide knowledge transfer as needed.

 

Technical Account Manager (TAM)

Objective

A technical account manager from EDB will proactively assist you in preparing for future technology changes and will ensure you get the most from your EDB product, solution, and support benefits. 

Overview

An EnterpriseDB Technical Account Manager (TAM) is a designated technical Postgres resource who works closely with your IT organization and provides guidance on how to make the best use of your Postgres investment. The TAM will work with your team to proactively identify and recommend Postgres-based solutions.

Duration

1 year1

Audience

CTOs, DBAs, 

Initiation
  • Conduct project kickoff with on-boarding and a review of the service lifecycle

Service Deliverables

A technical account manager provides guidance on aligning product capabilities to requirements. Activities include:

  • Assisting with Postgres adoption and rollout activities, and making recommendations for migration strategies
  • Representing your interests within EDB business and technology teams (e.g. feature requests, escalations)
  • Contributing as a strategic member of your team, and participating in your key meetings
  • Providing on-request assistance and expertise during business hours for up to four named contacts
  • Simplifying communication channels and helping you stay on top of open items
  • Overseeing reports and the resolution of open technical issues
  • Conducting monthly service reviews with your extended team
  • Providing a monthly activity report including recommendations, open item status and next steps
  • Facilitating quarterly planning meetings2
 

Your TAM Provides: 

  • Database architecture and database infrastructure advice 
  • High-availability, disaster recovery strategies 
  • Designing for scalability 
  • Migration planning 
  • Upgrade planning 
  • Approaches for performance tuning 
  • Identifying sweet spot application candidates for Postgres Resolution of Postgres-related technical issues 
  • Mentoring for your Postgres team

Services Scope Limitations and Expansion
(1) The service term is for 1 year minimum, with a 2 year term preferred, with a maximum of 16, 40, or 60 hours of work per month per customer, based on subscription tier. If you have additional requirements and wish to expand hours worked beyond this allocation, additional Services need to be purchased under a separate order. 

Only one TAM per customer may be purchased within the same time period. A new service order is required if you require additional time or attention.

(2) Travel and expenses are included for 2- or 3-day on-site visits, according to package options. Additional days and on-site visits will incur incremental charges billed to you.
 


Technical Account Manager Options

Silver

Gold

Platinum
  • Up to 16 hours of work per month
  • Monthly review
  • Quarterly planning over video conference
  • Up to 40 hours of work per month
  • Weekly review
  • Quarterly on-site planning
  • Up to 60 hours of work per month
  • Weekly review
  • Twice-quarterly on-site planning or a topic of choice
  • EDB Executive sponsor

 

Remote and Cloud DBA Services

INITIATION:

  • Conduct project kickoff with detailed on-boarding meetings with review of service lifecycle

SERVICES DELIVERABLES:

Service Description(1) On Premises Database Instances Public Cloud Database Instances
Install/Operate Management and Monitoring Software(2) Yes Yes
EDB Postgres Enterprise Manager (PEM) Monitoring Setup(2)(3) Yes Yes
24 x 7 Monitoring Yes Yes
Real Time Alerting across Multiple database metrics Yes Yes
Customized Thresholds for Alerts Yes Yes
Proactive Remedy of Alerted Issues Yes Yes
Escalation Management, if required Yes Yes
Evaluate Releases and Recommend Paths for Upgrading and Patching Yes Yes
Apply Database and Tools(4) Version Upgrades/Patches Yes Yes
Guidance on Disaster Recovery Planning Yes Yes
Production Backup Verification(5) Quarterly Quarterly
Maintain High Availability(4) Yes Yes
Advise on Read Scalability and Load Balancing Yes Yes
Trend Analysis on Capacity/Space, Load, Lag Monthly Monthly
Database Best Practice Advice Yes Yes
Annual Comprehensive Performance Optimization Architectural Health Check Database Tune Up
Database Parameter Tuning Initial & Ongoing Initial & Ongoing
Capacity Planning Yes Yes
Index Efficiency and Maintenance Yes Yes
Table Maintenance and Optimize Vacuum Settings Yes Yes
Query Optimization Guidance(6) for Improved Performance Yes Yes
Table Partitioning Yes Yes
Connection Pooling Best Practices Yes Yes
User/Group Security Configuration and Maintenance Yes Yes
Encryption and Secured Access Best Practices Yes Yes
Setup Point in Time Recovery, if needed Yes Yes
Install Postgres Database Instances, if needed Yes No(7)
Setup 1 Dev/Test Environment per Production environment Yes Partial(7)
Establish 1 Read-Replica per Production Instance Streaming or Slony Yes
Status Meetings and Reports on Ongoing Environment Health and Activities Weekly Weekly
Strategic Review on Trends, Uptime, Business Alignment, Opportunities Quarterly Quarterly
Certified Postgres DBA Team Yes Yes
EDB Technical Lead as Primary Point of Contact Yes Yes
Support Portal Access Yes Yes

Notes to Table:

(1) Pricing for Remote and Cloud DBA services are based on the number of database instances to be managed, and adjusted to particular needs and size of the environment to be managed.
(2) For effective and efficient 24x7 monitoring, software tools and/or utilities are installed which serve key functionality needs or monitoring and analysis needs. These tools and utilities are owned by EnterpriseDB and are provided solely for use by EnterpriseDB personnel as part of this Remote and Cloud DBA Service. Usage of such tools and utilities is restricted to instances which are contracted for Remote and Cloud DBA services only. In addition, each utility and tool must be uninstalled and no longer used at the conclusion of the Service term.
(3) To leverage PEM for the monitoring, the customer must provide a separate server to house the PEM server and its database.
(4) EDB Supported tools only.
(5) For backup verification the customer has to provide a separate server that can be used to verify the integrity of the backups.
(6) Query optimization is limited to identification of problem queries in the customer’s application/database combination. It does not include query redesign or query redevelopment, and EDB will not rewrite customer queries directly.
(7) Instance provisioning must be done by the customer on Amazon RDS for PostgreSQL and Azure database for PostgreSQL. 

EnterpriseDB may have to substitute personnel from time to time, and will provide a backup that has reasonable knowledge and is able to fill in for the primary team member(s). At any time EnterpriseDB reserves the right to provide alternate personnel and will make sure that they have the skills required and knowledge of the Customer's environment..

CUSTOMER PRE-REQUISITES - The ability of EnterpriseDB to perform these services effectively depends on the following deliverables being performed by the customer:

  • Ensure that appropriate representatives (i.e. the Project Manager, Technical Manager) attend the weekly scheduled status calls

 

PACKAGED TRAINING

On-site or Private On-line Training, delivery of non-customized classes

  • Packaged Training is defined as delivery of the standard class(es) that includes the standard topics as identified in the specific course listing(s) found on the EDB Web site or Training Catalog.
  • Training classes will be conducted by one (1) instructor per day for up to twelve (12) participants. A per student rate will be charged for any participants greater than the 12 maximum.
  • Classes will typically be 6 to 8 hours each day, with time for questions and demonstrations and 8 hours of class time per day maximum.
  • The instructor will have experience as a trainer and as a Postgres consultant and/or Database Administrator.
  • All training will be delivered in the English language.
  • An electronic copy of the training materials will be provided. These materials are copyrighted, with distribution limited to the training participants. All course materials will be provided in the English language.
  • Electronic class completion certificates are provided for all participants.
  • Attendees should bring their own laptops to the training course. Please visit the Training requirements page for detailed set-up instructions.
  • Private on-line training to be delivered in an on-line live format through a web conferencing tool.

 

GENERAL AND MISCELLANEOUS TERMS AND CONDITIONS

General Terms and Conditions - All Packaged Services

A. All packaged services begin with an Initiation step that includes providing a pre-defined task plan and conducting a project kickoff and brief service review. Before project initiation, customer must identify and assign an appropriate project lead to serve as the primary technical point of contact for EnterpriseDB, such as Architect, DBA, System Administrator, Developer, accordingly. This technical lead must attend the project initiation meeting/call with EnterpriseDB.

B. EnterpriseDB will provide a qualified resource to perform the purchased services engagement that has production experience in the services needed by the customer (e.g. Monitoring, Automation, Replication, Partitioning, etc.).

C. Each EnterpriseDB service personnel will require dedicated logon credentials. EnterpriseDB will secure all access credentials provided during the course of this engagement and not share them or write them down.

D. Customer will additionally arrange all reasonable access to any additional, appropriate subject matter experts that EnterpriseDB may need to perform this engagement, i.e. Database Administrators or Application Developers, etc.

E. Customer will provide to the EnterpriseDB service personnel, access to both machines and people within the Customer's organization. Specifically, the Customer will provide administrative rights using secured Internet access and logon credentials to each server and database serviced in this engagement. Any required background checks / security clearances must be complete one (1) business day before the engagement start date.

F. Customer will provide access to any systems of record that they use for Database Administration (such as Configuration Management systems, ticketing systems, and/or Source Control systems), as required by EnterpriseDB to perform the selected Services.

G. Any additional, specific pre-requisites, technical or non-technical, will be identified by EnterpriseDB before or during project kick off.

H. All packaged services conclude with a Post Workshop step that includes delivery of a Services Engagement Completion Report, reviewed via web conference.

I. All packaged services have an identified number of days of engagement.  If it is determined by EnterpriseDB that, due to the complexity of the environment or otherwise due to the customer requirements, the services cannot be delivered in the specified number of days, then additional packages or consulting services must be purchased by the customer to accommodate the work.

General Terms and Conditions - All Packaged Services and all Packaged Training

J. Exact delivery dates and Consultant or Instructor availability will be confirmed upon Order Form signature.

K. Travel and expenses for on-site Services or Training are not included in pricing and actual expenses are billed separately.

L. If customer cancels on-site services or training events with less than two (2) weeks notice, customer will be charged for the originally scheduled services or training plus any non-reimbursable travel expenses. Rescheduling with less than two (2) weeks notice will result in charges for the originally scheduled services or training plus any non-reimbursable travel expenses plus the newly scheduled services. The same policy applies for Remote services but requires not less than one (1) week notice. Rescheduling of confirmed delivery dates or delivery dates requested within 2 weeks of Sales Order signing may incur additional costs payable by the customer, due to increased Travel and Expenses fees.

M. Customer will identify a Project Manager or other leadership resource that has the authority to act and execute on the Customer’s behalf in matters pertaining to the engagement. The Customer Project Manager will be the primary point for project coordination, communication, and issue escalation.

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