Section 2. About Telephone Support in English

• 2.1 How does phone support work?
• 2.2 How does business hours phone support work?
• 2.3 How does 24x7 phone support work?
• 2.4 Should phone support be used for simple or routine issues?
• 2.5 Are there any other restrictions on telephone support?

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2.1 How does phone support work?

You place a call to one of our toll-free, national, or internal telephone support numbers. An operator will locate a support engineer to personally return your call within the response times applicable to your contract.

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2.2 How does business hours phone support work?

You call our dispatch center during business hours. A support engineer will return your call within four business hours. Calls are received and returned between the following times:

• Customers in North & South America: 9:00 a.m. - 9:00 p.m. New York time, Mon-Fri
• Customers based in Europe, Middle East and Africa: 7:00 a.m. - 7:00 p.m. London time, Mon-Fri
• Customers based in Asia and Australia: 7:00 a.m. - 7:00 p.m. Tokyo time, Mon-Fri

Business hours phone support is intended to give you the benefit of personal consultations, not 24x7 emergency troubleshooting.

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2.3 How does 24x7 phone support work?

You call our dispatch center anytime. A support engineer will return your call within the timeframe provided by your contract.

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2.4 Should phone support be used for simple or routine issues?

You are free to call phone support anytime, however telephone support generally works best when reserved for serious or complicated issues. Simple or routine questions are best handled in writing via the MySQL Customer Support Center.

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2.5 Are there any other restrictions on telephone support?

No. We just ask for good manners and common courtesy. Call duration should normally not exceed 30 minutes each.

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