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Definitions of Support Components
- CPU
- Server Machine
- Server Blade
- Technical Contact Person
- Administrative Contact Person
- Incident
- Telephone Access
- Minimum / Maximum First Response Times
A CPU is a single central processing unit within a computer. A "Per CPU" License covers a single CPU, which is in a Server Machine that is owned or controlled by the Customer, regardless of the number of Connections, Users, or Database Instances.
A Server Machine is a complete computing system, including one or more CPUs, Memory, Disk Storage, Operating System and Network Connections. A "Per Server" License covers a single Server Machine, which is owned or controlled by the Customer, regardless of the number of CPUs, Connections, Users, or Database Instances. A server machine may be used as a database server, replication master, replication slave, or cluster node.
A virtualized server ("virtual machine") is considered a Server Machine.
A Server Blade is a complete computing system on a Single Circuit Board. A Server Blade will include one or more CPUs, Memory, Disk Storage, Operating System and Network Connections. A Server Blade is designed to be hot-pluggable into a space-saving rack. Each rack may contain many Server Blades. Each Server Blade is equivalent to a single Server Machine.
An individual person authorized to open support issues with MySQL and communicate with the MySQL Support Team.
The customer's representative who designates Technical Contact Persons to MySQL Support, and who handles any administrative issues surrounding your MySQL Enterprise contract.
An Incident is a single, discrete technical problem which cannot be reasonably subdivided, and also which is not overly broad in scope. Each Incident typically involves a series of exchanges between the customer and MySQL Support Staff.
The rights to phone the MySQL Dispatch Center and receive a return call direct from a MySQL support engineer.
Minimum / Maximum First Response Times
The minimum and maximum amount of time we endeavor to allow between when you open a new support issue and when you receive an initial response from a MySQL support engineer.
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