pgagroal Support Contracts
Structured, contract-backed support for pgagroal. For organizations that require a vendor agreement as part of production approval or procurement.
Who this is for
Designed for organizations that require a formal support agreement as part of procurement, security review, or production approval processes.
What the contract covers
- Named point of contact
- A designated Elevarq engineer handles your support requests. Support is request-driven and delivered through a structured ticket workflow — not on-demand consulting or on-call engineering.
- Response SLA
- Standard issues: acknowledgement within 24 hours.
Critical production issues: acknowledgement within 4 hours. - Acknowledgement means confirmation that the request has been received and is being reviewed. Critical issues are prioritized for investigation after acknowledgement.
- Severity is assigned by Elevarq based on documented impact criteria.
- Scope
- Support for pgagroal as a component: configuration, deployment, health and readiness behaviour, connection and pool tuning, and version upgrades. Covers pgagroal whether deployed via the Elevarq container or built from source.
- Investigation of issues, and when the root cause is in pgagroal itself, fixes contributed upstream to the pgagroal project.
- Out of scope
- General PostgreSQL administration. Query tuning, schema design, and database performance analysis. Application-code debugging. Infrastructure outside pgagroal, including networking, Kubernetes cluster operations, and storage. Outsourced DBA responsibilities.
Contract use cases
- --vendor onboarding and procurement approval
- --production deployment approval
- --operational support for running systems
Operational resilience
pgagroal is designed for operational resilience — in most failure scenarios, restarting the container restores service immediately. Support covers diagnosis of root cause and prevention of recurrence.
Commercial
Support contracts are annual. Terms, scope, and support volume are finalised during contracting.