Support Policy & Coverage

24×4 Core Coverage · Weekend & holiday 24-hour support available · Guided Adoption Mentorship · Professional services (SQL, Microsoft, security hardening & auditing, and more) · Paid incident support with Support Code

Product vs consulting. DBAOps Sovereign™ licenses unlock software capability (Pricing / portal). Coverage, mentorship, advisory hours, and professional services (including Security Hardening and Auditing for SQL Server) are sold separately. Reach both: rhoylle@dbaops.solutions · admin@dbaopsframework.com. Full offer page: Consult.

24×4 Core Coverage

24×4 core coverage means round-the-clock coverage four days of the week — the primary retained support SLA for production estates. Exact coverage days are confirmed in the engagement letter.

Included: remote advisory inside coverage windows; triage against Sovereign surfaces; escalation path to quoted PS when scope exceeds advisory.
Not included: product license entitlements; on-site work unless quoted; “every feature” training claims.
From: $2,500/mo (or custom quote for multi-site / regulated).

Buy 24×4 ($2,500/mo) Custom quote All consult offers →

Weekends & holidays

24-hour support is available on weekends and holidays under extended coverage terms — as an add-on to Core (from $750/mo) or inside a quoted package. We do not claim blanket always-on coverage without a paid plan.

Buy weekend/holiday ($750/mo) Consult landing →

Guided Adoption Mentorship

Extra track for bootcamp graduates, junior DBAs, and non-IT owners: guided onboarding, plain-language walkthroughs, screen-share office hours, and script packs explained step-by-step. From $1,497 (4-week pack) or $499/mo ongoing.

Buy mentorship ($1,497) Subscribe $499/mo Full catalog →

Professional services (summary)

Full catalog on Consult: systems optimization, maintenance, performance tuning, troubleshooting, scripting; Security Hardening and Auditing for SQL Server; AD / Azure / SharePoint / Microsoft 365; SQL install, HADR/AGs, Log Shipping, replications, migrations, patch management; Veeam; ETL / SSRS / SSIS / Power BI; custom monitoring and dashboards; website building. Proposed packages use Request quote until Stripe SKUs exist.

Request quote (both emails) Security hardening & auditing → Pricing table →

Incident support fees (Support Code)

Important: Ad-hoc support on any tool—including free Community—is charged. A valid Support Code unlocks incident response after payment verification.

Type	Fee
Support ticket (per incident)	$75 minimum
Hourly support	$125/hr
Priority support	$175/hr

Retained 24×4 / mentorship clients operate under their engagement letter — Support Code still applies to out-of-scope incident billing unless the letter says otherwise.

Support Code System

When you pay for ad-hoc support, you receive a Support Code (e.g., SUP-20260306-A1B2C3) via email.

Pay the support fee (invoice, Payment Link, or agreed method)
Receive your Support Code by email
Send proof of payment + Support Code to the contacts below
Get support once we verify payment

No code = No ad-hoc support.

Send proof of payment + Support Code to:

📧 rhoylle@dbaops.solutions

📧 admin@dbaopsframework.com

📧 Email both

📱 +1 (419) 699-0009 (SMS/Text)

📱 +1 (832) 314-3066

Include: Support Code, proof of payment, product name (DBAOps Sovereign), and a brief description of the issue.

Response time (honest)

24×4 / weekend-holiday retained: inside the engagement letter’s coverage windows.
Valid Support Code (ad-hoc): typically within 1–2 business days outside retained windows.
Without code or coverage plan: no SLA — use sales email to scope an engagement.