We’re happy to announce that MongoLab is now a worldwide 10gen Hosting Partner. What that means is that 10gen and MongoLab work together to provide the best available operational and technical support for MongoLab customers. MongoLab provides, as always, primary support for operational issues (e.g. password resets, service plan upgrades, maintenance and monitoring) and usage guidance (e.g. index recommendations, schema design). Starting now, 10gen provides support escalation for code-level database and driver issues, acting as our backstop to provide patches or effective workarounds to issues that can not be solved by configuration or architecture changes.
For our Dedicated customers, this is an automatic upgrade and is provided at no extra cost. MongoLab can submit support tickets to 10gen on behalf of our Dedicated customers. As appropriate, 10gen and MongoLab work together to diagnose the suspected issue and provide a resolution. We support MMS which is a requirement for 10gen to gain visibility into a database’s operational health. Given the breadth of implementations that both teams have seen, we communicate at a deep level and can zero in on likely trouble spots. Of course if necessary or desired, our customer may participate in the dialog as well, though we hope to minimize use of our customers’ valuable time. MongoLab and 10gen have actually been working together informally for some time and the formal relationship is a natural extension.
A key value MongoLab directly provides is support to keep MongoDB up and running. We’re available quickly to address availability problems and we know where to look to fix subtle configuration or architecture issues.
Now with 10gen we have priority access to their code expertise and knowledge so we can iron out virtually all issues. We’ve been very fortunate to be trusted with an increasing number of customers’ data and having 10gen at our back means we’re better at watching yours.