Vendor support failing you — sound familiar?
- ▸ Sev-1 ticket open 6 hours — Oracle MySQL Enterprise paid support has the engineer asking for a config file and going silent. Production is still down, you don't know if anyone's actually working it.
- ▸ L1 cycling through checklists — "have you restarted", "send us the logs", "is the disk full" — 90 minutes burned before anyone competent looks at the problem.
- ▸ Cross-engine incidents — your platform is MySQL + Redis + Kafka CDC, and you have three separate vendor contracts that all point at each other when something breaks.
JusDB database support: 15-minute Sev-1 first response, named senior engineer, no L1 queue, 10 engines under one SLA. Book a support scoping call →
Database Support Services — 24/7 Multi-Engine, 15-min SLA
Production database support across MySQL, PostgreSQL, MongoDB, Cassandra, MariaDB, SQL Server, Aerospike, TiDB, Redis, and Valkey — one contract, one on-call rotation, one SLA. Senior database engineers answer your Sev-1 in 15 minutes. No L1 callback queue, no escalation gates.
Coverage
10 database engines, one support contract
Click any engine for engine-specific support detail. We cover both managed-service (Atlas, RDS, Aurora, ElastiCache) and self-managed clusters under the same SLA.
MySQL
Percona Server, MariaDB, Aurora MySQL, RDS, GCP CloudSQL
PostgreSQL
Patroni, RDS, Aurora PG, GCP CloudSQL, Azure
MongoDB
Atlas, DocumentDB, self-hosted, mongos sharded clusters
Cassandra
DataStax Enterprise, ScyllaDB, Astra
MariaDB
Galera Cluster, MaxScale, MariaDB SkySQL
SQL Server
Always-On AG, Azure SQL MI, RDS for SQL Server, Linux SQL
Aerospike
Community + Enterprise, XDR, hybrid memory
TiDB
PingCAP managed, self-hosted, TiKV + TiFlash topology
Redis
OSS, Stack, Enterprise, ElastiCache, MemoryDB
Valkey
Self-managed, ElastiCache Valkey engine
SLA
Three severity tiers, response in minutes
Severity is classified at incident open, not at vendor convenience. Sev-1 first response is contractually 15 minutes — credits apply if we miss it.
Production down
Response: 15 minutes
Cluster-wide outage, primary failure with no auto-failover, data loss in progress, all reads/writes blocked.
Degraded production
Response: 1 hour
Replication lag past SLO threshold, single-node failure with cluster still serving, p99 latency spike, partial query timeouts.
Advisory / planned work
Response: 4 hours (business hours) / next business day (off-hours)
Pre-deploy review, configuration changes, upgrade planning, capacity sizing questions, schema design feedback.
Engagement Models
Three ways to engage
Pick the shape that fits your platform's incident profile and team structure.
Per-Incident
Pay only when you call. Best for stable production with occasional issues. Block of hours purchased upfront; we draw down per incident with no monthly commitment.
Monthly Retainer
Unlimited incidents, scheduled monitoring reviews, proactive maintenance, and on-call coverage at fixed monthly cost. Typical fit for 3+ production databases.
Dedicated Engineer
Named senior DBA assigned to your account, embedded in your Slack / Teams. Best for high-availability platforms where context-switching cost is the bottleneck.
What's Included
Every engagement covers
FAQ
Common questions
Stop the callback queue.
Get a database support contract that answers in 15 minutes — across 10 engines, with named senior engineers.