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Support Policies
This page contains details about MySQL support operations that apply to all customers.
About the MySQL Customer Support Center
- What is the MySQL Customer Support Center?
- How does the CSC benefit customers?
- Must I use the CSC when requesting support?
- How do I obtain a CSC account?
- How many Technical Contacts am I allowed?
- How do I add or change the Technical Contact information?
- May I share my CSC account with others?
- Is support available in multiple languages?
- How does phone support work?
- MySQL Enterprise Basic: Does it include any phone support?
- MySQL Enterprise Silver: How does phone support work?
- MySQL Enterprise Gold: How does phone support work?
- MySQL Enterprise Platinum: How does phone support work?
- Should phone support be used for simple or routine issues?
- Are there any other restrictions on telephone support?
About MySQL Enterprise Releases
- How are bugs addressed in the Community vs. Enterprise servers?
- What is a MySQL Enterprise HotFix?
- What issues are eligible for a MySQL Enterprise HotFix?
- What happens if a HotFix bug has already been fixed?
- What happens if a HotFix bug has not yet been fixed?
- What is an Enterprise Server Service Pack?
- Are Service Packs cumulative?
- Does a HotFix provide a complete binary?
- How does the Enterprise Server Service Pack Program Work?
- What is the MySQL Enterprise Early Adopter Program?
- What is the Quarterly Service Pack Program?
- What happens if I skip installing monthly or Quarterly Service Packs?
- How does Emergency Bug Fix Escalation work?
- Must I use only MySQL Enterprise binaries to receive support?
- What limitations apply if I use non-Enterprise binaries or non-GA Enterprise binaries such as alpha, beta, and release-candidate (gamma) binaries?
- Must my binaries contain only source code from MySQL AB?
- Must I purchase MySQL Enterprise under MySQL's Commercial License in order to receive support?
- Does my MySQL Enterprise subscription also provide support for MySQL Community alpha, beta, and release-candidate (gamma) binaries?
- Does MySQL Enterprise support debug binaries?
- Does MySQL Enterprise support cover MySQL Cluster?
- Does MySQL Enterprise support cover MySQL's Embedded Server?
- May I receive support for binaries run under virtualized operating system software such as VMWare?
- Which MySQL Enterprise levels include Consultative Support?
- Which features are covered in MySQL Enterprise Gold and MySQL Enterprise Gold Unlimited Consultative Support?
- Which features are covered in MySQL Enterprise Platinum and MySQL Enterprise Platinum Unlimited Consultative Support?
- How many Consultative Support requests am I allowed?
- How many hours of Consultative Support work may I utilize?
- What is an example of how this cap on hours applies?
- Must my cap on hours be applied to each server individually?
- Does this hourly cap apply only to Consultative Support issues?
- How does MySQL track Consultative Support hours usage?
- What happens if I reach my hourly cap?
- What happens if I do not use all of my allowed hours?
- Why does MySQL have this hourly cap?
About Remote Troubleshooting Logins
- What is Remote Troubleshooting?
- What MySQL Enterprise levels include Remote Troubleshooting?
- Do any limits apply to Remote Troubleshooting requests?
- Are all servers eligible for login support?
- What tools are needed for MySQL login support to UNIX system servers?
- What platforms and tools are needed for MySQL login support to Windows servers?
- Are there any special risks for login support?
- Should I have a fully restorable backup before MySQL Support engineers login to my servers?
About Support to OEMs, VARs, SIs, and Consultants
- Does support cover only my own servers?
- On what basis does MySQL consider modifying this policy?
- I work on behalf of third-party customers. How do I obtain MySQL support for them?
- I work on behalf of third-party customers. Can I use my MySQL Enterprise contract to open issues on their behalf?
- I am an OEM or VAR, and I distribute a MySQL product to my customers. Are they entitled to support direct from MySQL?
- I am an OEM or VAR, and I distribute a MySQL product to my customers. Can I use my MySQL Enterprise contract to provide support to them?
Other Common Support Questions
- What is an issue's expected Resolution Time?
- What documents will I receive after ordering support?
- Does support cover non-MySQL software products?
- Are only MySQL software products covered by MySQL support?
- Must I be MySQL-certified to buy support via MySQL Enterprise?
- May I request to escalate an issue's priority?
- Must customers provide MySQL with relevant information to receive help?
- Must customers maintain a restorable backup to receive help?
- Is MySQL support provided according to industry norms of "good faith" effort?
- Do MySQL Enterprise contracts automatically renew?
- Where should I send notices required under the MySQL Enterprise contract?
- Does MySQL offer any single-incident support?
- Alpha Release
- Beta release
- Release Candidate (aka Gamma) release
- Generally Available (aka Production) release
Definitions of Support Components
- CPU
- Server Machine
- Server Blade
- Technical Contact Person
- Administrative Contact Person
- Incident
- Telephone Access
- Minimum / Maximum First Response Times
Definitions of Severity Levels
Other MySQL Enterprise Services Defined
- Custom MySQL Builds
- Technical Alerts Advisor
- Update Advisor
- Knowledge Base
- Remote Troubleshooting
- Replication Review
- Schema Review
- Query Review
- Performance Tuning
- Customer Code Review: Client APIs
- Customer Code Review: User Defined Functions
- Customer Code Review: Server Extensions
- Customer Code Review: Stored Routines (Triggers, Procedures, Functions)
About Technical Account Managers (MySQL Enterprise Platinum Level Only)
- What is a Technical Account Manager (TAM)?
- What is a Backup TAM?
- How does a TAM provide proactive customer and case management?
- About TAM status calls with customers
- About TAM scheduled onsite customer visits
- About TAM customer environment and performance reviews
MySQL Cluster: Special Conditions
- Does MySQL Enterprise include support for MySQL Cluster?
- For MySQL Cluster support, must I use commercially licensed binaries?
- For MySQL Cluster support, must I use official binaries built by MySQL?
- For MySQL Cluster, do you support alpha, beta, and release candidate (gamma) binaries?
Additional Policy Documents Governing MySQL Support
- Overview of Single Incident Support Offerings
- Inventory of Supported Operating Systems and Platforms
- Technical Support Features and Descriptions
- MySQL Product and Support Lifecycle Policy
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