About Telephone Support

• 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?

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How does phone support work?

You place a call to our dispatch center, located in the United States. Operators will locate a support engineer to personally return your call within the response times applicable to your contract.

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MySQL Enterprise Basic: Does it include any phone support?

No.

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MySQL Enterprise Silver: How does phone support work?

You call our dispatch center. 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, Middla 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

MySQL Enterprise Silver phone support is intended to give you the benefit of personal consultations, not 24x7 emergency troubleshooting.

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MySQL Enterprise Gold: How does phone support work?

You call our dispatch center anytime. A support engineer will return your call within one hour 24x7 for an Emergency (Severity 1) issue or within two hours 24x7 for non-emergencies.

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MySQL Enterprise Platinum: How does phone support work?

You call our dispatch center anytime. A support engineer will return your call within within 30 minutes 24x7 for an Emergency (Severity 1) issue or within one hour 24x7 for non-emergencies.

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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 should be handled first in writing at MySQL Customer Support Center.

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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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