Expand ExpertOps messaging and reorganize offerings directory#176
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brianamarie wants to merge 2 commits into
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Expand ExpertOps messaging and reorganize offerings directory#176brianamarie wants to merge 2 commits into
brianamarie wants to merge 2 commits into
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Messaging Impact Check
offering-name-or-tier-change (WARN)Offering naming updates should stay aligned across offering pages. Required review files:
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framework-story-touch (WARN)Core framework story files usually need mutual consistency and may warrant aligned product or offering language. Required review files:
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New File Governance Check
Missing or insufficient required sections:
Copy and paste the scaffold below into your PR body, then replace placeholders with specific details: ## New markdown file gate (required only when adding new `.md` files)
### Existing files reviewed first
- List the specific files you reviewed and what each one does.
### Exact gap not covered by existing files
- Explain what is still missing after reviewing existing canonical files.
### Why this must be a new canonical file
- State why editing an existing file is not sufficient.
### Owner and maintenance plan
- Name the owner and how this file will stay accurate over time.
### Decomposition and propagation plan
- List related files and downstream assets that may need updates.Doc Coverage Check
All new docs are linked from repository navigation docs. Duplicate Detector
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…tories Relocate expert-support and expert-consulting to offerings/<name>/messaging.md to match the products/ layout. ExpertOps stays at offerings/expertops.md. No content changes in this commit. Co-authored-by: Cursor <cursoragent@cursor.com>
Add ExpertOps service catalog (deliverables, SLAs, onboarding, access) alongside expanded expertops.md positioning. Fold portfolio guidance into offerings/README.md and inverse Support/ExpertOps lines into each messaging file; clarify in solution-bundles that bundles are Consulting + Support, not ExpertOps. Update sidebar, why-percona, and impact map paths. Co-authored-by: Cursor <cursoragent@cursor.com>
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| - **24×7×365 and clear SLAs:** 30 minutes for Severity-1 on Advanced Support and 15 minutes on Premium. Whether reactive during incidents or proactive through ExpertOps, Percona experts engage quickly and with deep technical accuracy across all supported technologies. | ||
| - **Optional personalized support:** For customers who need closer partnership, Percona offers named engineers, embedded communication channels, and regular operational reviews when included in the agreement. Experts aren't just available, we're actively present. | ||
| - **24×7×365 and clear SLAs:** 30 minutes for Severity-1 on Advanced Support and 15 minutes on Premium Support. ExpertOps subscriptions add hands-on operational ownership with tiered S1–S4 response targets and periodic reviews; see the [ExpertOps service catalog](../offerings/expertops/service-catalog.md). | ||
| - **Optional personalized support:** For customers who need closer partnership, Percona offers named Service Delivery Managers, embedded communication channels (including dedicated Slack and ticket portals), and regular operational reviews when included in the agreement. Experts aren't just available, we're actively present. |
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Would it be better stylistically to replace in 'Experts aren't just available, we're actively present' with 'they're'?
| - **Expert DBA hands-on support** for operational tasks within subscription hours | ||
| - **Named Service Delivery Manager (SDM)** for coordination, check-ins, customer advocacy, and regular operational reviews | ||
| - **Automated incident management** and defined escalation to Percona engineering when software defects or upstream issues require it | ||
| - **Root cause analysis (RCA)** for significant incidents, focused on durable fixes |
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The challenge here is that we don't have a definition of 'significant', which might be problematic. Right now, RCA happens when our DBAs can't resolve an issue right away and need to do a deeper analysis.
| | Cadence | Deliverables | | ||
| | --- | --- | | ||
| | **Real time** | Critical issue advisory, security patch guidance, known bug alerts for software in scope | | ||
| | **Weekly** | Health status summary, defined maintenance and minor upgrades within included hours | |
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'Weekly' happens on the Premium tier only - not sure if that's important, but wanted to highlight it
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| ## Service levels | ||
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| | Severity | Advanced tier (initial response) | Premium tier (initial response) | |
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We now need to add Lite/Stable/Flex - and need to finalize naming :-) and its SLAs:
P1: 60 min
P2: 120 min
P3: 24 hours (weekdays)*
P4: 48 hours (weekdays)
| | --- | --- | --- | | ||
| | **S1** | 30 minutes | 15 minutes | | ||
| | **S2** | 90 minutes | 60 minutes | | ||
| | **S3** | 24 hours (business days) | 4 hours | |
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I think we go with 'weekdays' instead of 'business days'
andrey-glazkov
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Jun 3, 2026
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Added several comments - please have a look
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Summary
offerings/expertops/service-catalog.md(entitlements, periodic deliverables, hours model, SLAs, onboarding, access requirements), sourced from field deck material that was not previously in canonical messaging.offerings/expertops/messaging.md: who/problems/outcomes, operating model, partnership scope, scenarios, and evidence, without duplicating catalog tables.products/:expert-support/messaging.md,expert-consulting/messaging.md, andexpertops/messaging.mdplusservice-catalog.md. Removes flatofferings/expert-*.mdfiles.offerings/README.mdwith a Which offering? section (Support vs ExpertOps fork, Consulting, bundles, training) instead of a separate comparison page.framework/why-percona.md,_sidebar.md, andautomation/messaging-impact-map.ymlfor new paths.Status: draft, not final
This PR is a starting point for review, not approved canonical messaging. @Andrey (and related commercial/delivery stakeholders) should review before we treat any of this as final, especially:
service-catalog.mdOpen question: ExpertOps-only pattern
The service catalog split exists only under ExpertOps today. Expert Support and Expert Consulting still have positioning-only
messaging.mdfiles.We need to discuss whether to:
Please use review comments to flag what should stay, move, or be cut before merge.
What we intentionally did not include
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