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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?
What is an issue's expected Resolution Time?
Resolution Time is the time within which support engineers will endeavor to resolve your issue. There are no guarantees about Resolution Times. Typically, depending on the complexity of the incident, resolution may take a few hours to a few days and in some cases even longer. In some cases successful resolution or a work-around may not be possible.
What documents will I receive after ordering support?
You will receive a welcome email containing details of your order and instructions on how to get started. If you do not receive this shortly after ordering, write to support-feedback@mysql.com for assistance.
Does support cover non-MySQL software products?
No.
Are only MySQL software products covered by MySQL support?
Yes. Although we try to take a broad and inclusive view of technical support, our support formally covers only authorized, unmodified versions of the MySQL or MaxDB servers, tools, and our own utilities.
We do not provide support for the underlying operating system, hardware, applications, or third-party products that access a MySQL or MaxDB server.
Further, MySQL is not required to provide support services regarding the following: (a) any software other than supported software; (b) any classroom training or on-site consulting; (c) design of any application; (d) patches or modifications to the source code of the supported software authored by anyone other than MySQL; (e) installation, configuration, or malfunctions of any part of the customer's computer or networking hardware equipment; or (f) installation, configuration, or malfunctions of any part of the customer's operating system, including without limitation kernels, libraries, patches, and drivers.
Must I be MySQL-certified to buy support via MySQL Enterprise?
No. Except for MySQL Partners, our customers are not required to have passed any MySQL or MaxDB Certification exams in order to obtain technical support.
May I request to escalate an issue's priority?
Yes. You, as the customer, help MySQL determine the initial priority (or severity) of your issues. You may request to escalate or downgrade the priority of an issue via the MySQL Customer Support Center at any time.
Must customers provide MySQL with relevant information to receive help?
Yes. When submitting requests for support, the customer must provide to MySQL all data that is relevant for resolving each technical support request. Relevant data may include, but is not limited to, log files, database dumps, program scripts, descriptions of the hardware and software environment, examples of inputs, and expected and actual outputs.
Must customers maintain a restorable backup to receive help?
Yes. The customer acknowledges that it is the sole responsibility of the customer, at all times, including specifically during all service functions performed by MySQL, to protect and maintain an up-to-date and restorable backup of any and all database, files, utilities, software and other systems which MySQL may directly access or in connection with which MySQL may offer advice.
Is MySQL support provided according to industry norms of "good faith" effort?
Yes. MySQL will use its good faith, commercially reasonable efforts to attempt to diagnose any failure of the supported software used by the customer to conform to written specifications and to advise the customer of appropriate remedies.
Do MySQL Enterprise contracts automatically renew?
Yes. They renew annually on their term anniversary date until cancelled by the customer or MySQL. Contracts which lapse and are later renewed are subject to a payment to cover the gap in coverage.
Where should I send notices required under the MySQL Enterprise contract?
Please refer to your MySQL Enterprise agreement. Our standard MySQL Enterprise Subscription Agreement can be viewed at http://www.mysql.com/company/legal.
Does MySQL offer any single-incident support?
No.
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