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Support Policies
This page contains details about MySQL support operations that apply to all customers.
Section 1. About the MySQL Customer Support Center
- 1.1 What is the MySQL Customer Support Center?
- 1.2 How does the CSC benefit customers?
- 1.3 Must I use the CSC when requesting support?
- 1.4 How do I obtain a CSC account?
- 1.5 How many Technical Contacts am I allowed?
- 1.6 How do I add or change the Technical Contact information?
- 1.7 May I share my CSC account with others?
- 1.8 Is support available in multiple languages?
Section 2. About Telephone Support in English
- 2.1 How does phone support work?
- 2.2 MySQL Enterprise Basic: Does it include any phone support?
- 2.3 MySQL Enterprise Silver: How does phone support work?
- 2.4 MySQL Enterprise Gold: How does phone support work?
- 2.5 MySQL Enterprise Platinum: How does phone support work?
- 2.6 Should phone support be used for simple or routine issues?
- 2.7 Are there any other restrictions on telephone support?
Section 3. About Support in Japanese
- 3.1 Who is eligible for support in Japanese?
- 3.2 How do I get support in Japanese?
- 3.3 What are the operating hours of the Japanese support service?
- 3.4 Can I get support outside of the Japanese service's operating hours?
- 3.5 Can I expect English speaking engineers to respond to Japanese issues when outside of the Japanese service's operating hours?
- 3.6 Can I get telephone support in Japanese?
- 3.7 How do response times apply to the Japanese service?
- 3.8 Can I use the Japanese support service for critical or emergency issues?
- 3.9 Is anything excluded from the Japanese service?
Section 4. About MySQL Enterprise Releases
- 4.1 How are bugs addressed in the Community vs. Enterprise servers?
- 4.2 What is the difference between MySQL Enterprise Server - Advanced and Pro binaries?
- 4.3 What is a MySQL Enterprise HotFix?
- 4.4 What issues are eligible for a MySQL Enterprise HotFix?
- 4.5 What happens if a HotFix bug has already been fixed?
- 4.6 What happens if a HotFix bug has not yet been fixed?
- 4.7 What is an Enterprise Server Service Pack?
- 4.8 Are Service Packs cumulative?
- 4.9 Does a HotFix provide a complete binary?
- 4.10 How does the Enterprise Server Service Pack Program Work?
- 4.11 What is the MySQL Enterprise Early Adopter Program?
- 4.12 What is the Quarterly Service Pack Program?
- 4.13 What happens if I skip installing monthly or Quarterly Service Packs?
- 4.14 How does Emergency Bug Fix Escalation work?
Section 5. About Supported Binaries
- 5.1 Must I use only MySQL Enterprise binaries to receive support?
- 5.2 What limitations apply if I use non-Enterprise binaries or non-GA Enterprise binaries such as alpha, beta, and release-candidate (gamma) binaries?
- 5.3 Must my binaries contain only source code from MySQL AB?
- 5.4 Must I purchase MySQL Enterprise under MySQL's Commercial License in order to receive support?
- 5.5 Does my MySQL Enterprise subscription also provide support for MySQL Community alpha, beta, and release-candidate (gamma) binaries?
- 5.6 Does MySQL Enterprise support debug binaries?
- 5.7 Does MySQL Enterprise support cover MySQL Cluster?
- 5.8 Does MySQL Enterprise support cover MySQL's Embedded Server?
- 5.9 May I receive support for MySQL Enterprise running in a virtualized environment?
- 5.10 What virtualized environments are currently supported?
- 5.11 What about support for other virtualized environments?
- 5.12 Are all Supported Platforms also supported in virtualized environments?
- 5.13 Are there restrictions on support for MySQL Enterprise in virtualized environments?
- 5.14 Is the virtualization software itself supported?
Section 6. About Consultative Support
- 6.1 Which MySQL Enterprise levels include Consultative Support?
- 6.2 Which features are covered in MySQL Enterprise Gold and MySQL Enterprise Gold Unlimited Consultative Support?
- 6.3 Which features are covered in MySQL Enterprise Platinum and MySQL Enterprise Platinum Unlimited Consultative Support?
- 6.4 How many Consultative Support requests am I allowed?
- 6.5 How many hours of Consultative Support work may I utilize?
- 6.6 What is an example of how this cap on hours applies?
- 6.7 Must my cap on hours be applied to each server individually?
- 6.8 Does this hourly cap apply only to Consultative Support issues?
- 6.9 How does MySQL track Consultative Support hours usage?
- 6. 10 What happens if I reach my hourly cap?
- 6.11 What happens if I do not use all of my allowed hours?
- 6.12 Why does MySQL have this hourly cap?
Section 7. About Remote Troubleshooting Logins
- 7.1 What is Remote Troubleshooting?
- 7.2 What MySQL Enterprise levels include Remote Troubleshooting?
- 7.3 Do any limits apply to Remote Troubleshooting requests?
- 7.4 Are all servers eligible for login support?
- 7.5 What tools are needed for MySQL login support to UNIX system servers?
- 7.6 What platforms and tools are needed for MySQL login support to Windows servers?
- 7.7 Are there any special risks for login support?
- 7.8 Should I have a fully restorable backup before MySQL Support engineers login to my servers?
Section 8. About Support to OEMs, VARs, SIs, and Consultants
- 8.1 MySQL OEM support in general
- 8.2 Who is covered by MySQL OEM Support?
- 8.3 I am an OEM/ISV/VAR, and my product includes MySQL. If my End customer has a problem, can they directly contact MySQL Support?
Section 9. MySQL Support for Independent Contractors & System Integrators
Section 10. Other Common Support Questions
- 10.1 What is an issue's expected Resolution Time?
- 10.2 What documents will I receive after ordering support?
- 10.3 Does support cover non-MySQL software products?
- 10.4 Are only MySQL software products covered by MySQL support?
- 10.5 Must I be MySQL-certified to buy support via MySQL Enterprise?
- 10.6 May I request to escalate an issue's priority?
- 10.7 Must customers provide MySQL with relevant information to receive help?
- 10.8 Must customers maintain a restorable backup to receive help?
- 10.9 Is MySQL support provided according to industry norms of "good faith" effort?
- 10.10 Do MySQL Enterprise contracts automatically renew?
- 10.11 Where should I send notices required under the MySQL Enterprise contract?
- 10.12 Does MySQL offer any single-incident support?
Section 11. Definitions of Release Types
- 11.1 Alpha Release
- 11.2 Beta release
- 11.3 Release Candidate (aka Gamma) release
- 11.4 Generally Available (aka Production) release
Section 12. Definitions of Support Components
- 12.1 CPU
- 12.2 Server Machine
- 12.3 Server Blade
- 12.4 Technical Contact Person
- 12.5 Administrative Contact Person
- 12.6 Incident
- 12.7 Telephone Access
- 12.8 Minimum / Maximum First Response Times
Section 13. Definitions of Severity Levels
- 13.1 Severity Level Overview
- 13.2 Severity 1 Issues
- 13.3 Severity 2 Issues
- 13.4 Severity 3 Issues
- 13.5 Severity 4 Issues
Section 14. Other MySQL Enterprise Services Defined
- 14.1 Custom MySQL Builds
- 14.2 Technical Alerts Advisor
- 14.3 Update Advisor
- 14.4 Knowledge Base
- 14.5 Remote Troubleshooting
- 14.6 Replication Review
- 14.7 Schema Review
- 14.8 Query Review
- 14.9 Performance Tuning
- 14.10 Customer Code Review: Client APIs
- 14.11 Customer Code Review: User Defined Functions
- 14.12 Customer Code Review: Server Extensions
- 14.13 Customer Code Review: Stored Routines (Triggers, Procedures, Functions)
- 14.14 Replication Review
Section 15. About Technical Account Managers (MySQL Enterprise Platinum Level Only)
- 15.1 What is a Technical Account Manager (TAM)?
- 15.2 What is a Backup TAM?
- 15.3 How does a TAM provide proactive customer and case management?
- 15.4 About TAM status calls with customers
- 15.5 About TAM scheduled onsite customer visits
- 15.6 About TAM customer environment and performance reviews
Section 16. MySQL Cluster: Special Conditions
- 16.1 Does MySQL Enterprise include support for MySQL Cluster?
- 16.2 For MySQL Cluster support, must I use commercially licensed binaries?
- 16.3 For MySQL Cluster support, must I use official binaries built by MySQL?
- 16.4 For MySQL Cluster, do you support alpha, beta, and release candidate (gamma) binaries?
Section 17. 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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