FDW Customer Service: Expert Guide to Support, SLAs, and Troubleshooting

Overview of FDW Customer Service

FDW Solutions Ltd. (founded 2012) provides customer service specifically for Foreign Data Wrapper (FDW) integrations across PostgreSQL, MySQL, and NoSQL sources. Our support practice covers connector installation, schema mapping, query pushdown optimization, security configuration (TLS, LDAP, IAM), and large-scale replication patterns. Over 1,200 enterprise customers use our support suite; 58% of engagements are for performance tuning and 23% for cross-database schema reconciliation (internal data, 2024).

Customer service is organized around three pillars: proactive engineering (health checks and upgrades), reactive incident response (bug fixes and hot patches), and enablement (training, docs, and runbooks). We maintain technical compatibility with PostgreSQL 9.6 through 16, MySQL 5.7–8.0, MongoDB 4.x–6.x, and provide custom adapters for REST, S3, and JDBC endpoints. This document explains how our support is structured, what SLAs to expect, pricing, contact points, and common fixes you can apply immediately.

Support Levels, SLAs, and Pricing

FDW customer service is sold in three standard tiers: Basic, Pro, and Enterprise. Basic is priced at $499/month and includes business-hours email support (response within 24 business hours) and quarterly health-check reports. Pro is $1,499/month and adds 24×5 phone support, a 4-hour initial response SLA for Sev-1 issues, and monthly performance tuning sessions. Enterprise runs at $5,999/month or custom annual contracts and guarantees 24×7 coverage, a 1-hour response SLA for Sev-1, named engineers, and on-premise advisory visits up to 8 days/year.

Key SLA metrics we publish: average first response time 0.9 hours for Enterprise (2024 telemetry), mean time to resolution (MTTR) for critical incidents 4.2 hours, and a 98.7% on-time patch deployment rate for security fixes. We track these metrics via a customer portal (ticketing + live chat) and provide monthly SLA reports with uptime, query latency improvement, and issue recurrence rates. Discounts of 10–20% are available for multi-year commitments (2–3 years).

Onboarding, Documentation, and Training

Onboarding begins with a Technical Intake completed within the first 72 hours after contract signature: inventory of source systems, current connector versions, schema complexity metrics (number of tables, indices, and foreign keys), and target query patterns. Typical onboarding timelines: Basic 2–4 weeks, Pro 1–2 weeks, Enterprise 3–7 days with a named engineer on-site if required. We provide a reproducible playbook that includes sample psql commands, recommended postgresql.conf settings, and a rollback plan.

Training is delivered in two formats: recorded modules (6 hours total, divided into 12 x 30-minute lessons) and live workshops (1–3 days). Topics include “IMPORT FOREIGN SCHEMA” best practices, cost-based planner considerations for pushdown, connection pooling architecture with pgBouncer, and secure credential handling. All customers receive access to a knowledge base with versioned runbooks, API docs, and configuration templates (YAML/JSON) hosted at https://www.fdwsolutions.com/docs.

Common Technical Issues and Step-by-Step Fixes

The top technical issues we resolve are: 1) connector misconfiguration causing high latency, 2) query planner not pushing down predicates, and 3) authentication and certificate failures. In performance cases we routinely see remote query times reduced by 40–85% after tuning; a typical cause is missing WHERE pushdown or using text-to-varchar casts that prevent index usage on the source. Authentication issues often stem from expired certificates or TLS version mismatches between client libraries.

Below are compact, actionable troubleshooting steps used by our engineers in 90% of first-tier fixes. These steps assume you have admin access to both the PostgreSQL instance and the external data source. If these steps do not resolve the problem, escalate using the contact matrix below.

• Verify versions: confirm fdw extension and PostgreSQL versions with SELECT extversion FROM pg_extension WHERE extname=’postgres_fdw’; and ensure compatibility with your connector matrix (supported: PG 9.6–16).
• Check network latency: run ping/traceroute to the remote host; for more detail use tcpdump or wireshark to confirm TLS handshakes complete within 200ms on average; if >500ms, consider local caching or replication.
• Enable FDW logging: set log_statement = ‘all’ for a narrow window and review remote query text and planning. Look for explicit casts or functions that prevent pushdown (e.g., CAST(col AS text)).
• Test pushdown: run EXPLAIN ANALYZE on the problematic query; if FDW sends whole-table scans upstream, add explicit WHERE clauses, create remote indexes, or use wrapper options like fetch_size and use_remote_estimate.
• Auth & TLS: validate server certificates (openssl s_client -connect host:port -showcerts) and rotate credentials if errors reference SSL routines or certificate expired; confirm cipher suites and TLS 1.2+ support.
• Failover & pooling: if connection storms occur during failover, implement connection pooling (pgBouncer) with transaction pooling and a health-check interval of 5–10s to avoid cascade reconnections.

Escalation Path and Contact Details

Our escalation model has three levels: Tier 1 (support engineers), Tier 2 (specialist architects), and Tier 3 (product engineering). For Enterprise customers we assign a Technical Account Manager (TAM) with direct escalation privileges; average TAM response time is 45 minutes for critical issues. All customers receive a unique support portal URL and ticket number for audit trails and forensic reporting.

Primary contacts and office information (fictional example): FDW Solutions Ltd., 1500 Data Way, Suite 300, Boston, MA 02110, USA. General phone: +1-617-555-0142. Emergency Enterprise hotline (24×7): +1-617-555-0199. Support portal and docs: https://www.fdwsolutions.com/support. For licensing and sales: [email protected]. In your first 30 days we recommend scheduling a kickoff call with your TAM and requesting a customized runbook to expedite any escalations.

• Support portal: https://www.fdwsolutions.com/support — open tickets, SLA dashboard, downloadable logs.
• Emergency line (Enterprise): +1-617-555-0199 — for Sev-1 incidents only (network outage, data loss, or total service interruption).
• General contact: +1-617-555-0142 and [email protected] — for procurement, invoicing, and contract questions.

Metrics, Reporting, and Continuous Improvement

We deliver monthly reports with the following KPIs: number of tickets opened/closed, average response time, MTTR by severity, recurrence rate (repeat incidents within 90 days), and query performance delta (median query latency before vs. after tuning). Typical improvements reported: median read latency reduction of 62% and a 45% reduction in cross-database data transfer volume due to smarter pushdown strategies.

Continuous improvement cycles include quarterly architecture reviews, annual security audits (SOC 2 Type II recommended for Enterprise), and a change advisory board (CAB) for any connector-level changes. Customers can request bespoke engineering sprints (minimum 40 hours) to implement roadmap items; billable rates for sprint work are $220/hr for standard engineers and $320/hr for senior architects (2025 rates). Regular use of these programs reduces critical incident recurrence by an average of 38% within the first year.

What is FDW customer service?

Call a Sales Pro at 800-476-9886 for more information.

What is FDW?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview “FDW” is an acronym with multiple meanings depending on the context, including Foreign Data Wrapper in PostgreSQL, Foreign Domestic Worker in Singapore, the name of a wireless printer feature from HP, and a term for a Financial Data Warehouse. To understand its meaning, you must consider the subject being discussed, such as database systems, personal finance, or household appliances.  Here are the most common meanings for FDW:

• Foreign Data Wrapper (PostgreSQL): . Opens in new tabIn the context of the PostgreSQL database system, an FDW is an extension that allows a PostgreSQL database to access and manipulate data in external data sources as if they were local tables. 
• Foreign Domestic Worker: . Opens in new tabIn Singapore, FDW is a widely used term for a live-in domestic helper. 
• HP Printer Feature: . Opens in new tabFor some HP printers, FDW signifies Fax, Duplex (two-sided printing), and Wireless capabilities, distinguishing it from models lacking wireless features. 
• Financial Data Warehouse: . Opens in new tabIn the realm of finance, particularly in an academic context like Carnegie Mellon University, FDW can refer to a Financial Data Warehouse that stores financial data. 

AI responses may include mistakes. Learn moreF.36. postgres_fdw — access data stored in external PostgreSQL serversThe postgres_fdw module provides the foreign-data wrapper postgres_fdw , which can be used to access data stored in external Postg…PostgreSQLFinancial Data Warehouse (FDW) – Finance DivisionFinancial Data Warehouse (FDW)Carnegie Mellon University(function(){
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What is FDW insurance?

FULL DAMAGE WAIVER (FDW) All our cars can be rented with full coverage (Full Damage Waiver) with no excess at all (no driver’s resposibility) that covers all repair cost of the rental car in case of accident.

What company is FDW?

FDW is a wholesale distributor of pro-audio, video, lighting gear, and parts.

What is the minimum salary for FDW?

Factors to consider when deciding on a salary for a maid in Singapore

FDW’s Years of Experience	FDW Monthly Salary
1	$500 to $620
2 to 5	$650
6 and above	$700 to $850

Jul 13, 2020

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