SkySQL Technical Support Policies
SkySQL delivers technical support services via its web- and email-based customer support portal (CSP). All technical support services are delivered in English.
You may designate up to four named technical contacts. Additional named technical contacts can be obtained for a fee. Each named technical contact receives a login, based on the associated email address, that can be used to file new support issues, monitor ongoing issues, or review old issues. Logins must not be shared with other individuals.
Information regarding making changes to your named contacts is provided in the "Welcome Kit" provided after signup, and is also available in the Help section of the CSP.
For Severity 1 problems (defined below), you may request that a support engineer contact you by telephone. Note that resolving technical support issues typically requires analysis of logs and other data which is generally better transmitted via email and attachments to your support issue rather than by telephone.
All support issues are assigned a severity level. Your technical contact will select this when reporting a new issue via the customer support portal. The support team will help to ensure that the issue receives an appropriate severity level:
- Severity 1 (S1): Catastrophic problem that may severely impact your ability to conduct business. This may mean that your production systems are down, completely non-responsive or not functioning and no known workaround exists.
- Severity 2 (S2): High impact problem in which your production operation is disrupted but you can still remain somewhat productive by use of a known workaround.
- Severity 3 (S3): Medium or lower impact problem that involves partial loss of non-critical functionality. The problem impairs some operations but allows you to continue to function. This may be a minor issue with limited or no loss of functionality or impact to your operations. This includes errors in product documentation.
- Severity 4 (S4): Low level problem that does not significantly affect the functioning of your system and operations. This also includes any new feature requests.
In exceptional situations, SkySQL may elect to assign an S1 or S2 severity level for failures on non-production systems based on the overall impact to your business.
Supported Products and Platforms
SkySQL offers support for the MySQL database. Information regarding the specific versions supported may be obtained here.
SkySQL offers support for the MariaDB database. Information regarding the specific versions supported may be obtained here.
Information regarding our fully supported platforms may be obtained here.
Support for Linbit's DRBD and Heartbeat is available as an option for customers at the SkySQL Enterprise Platinum and Unlimited tiers.
Commercially reasonable best effort support for additional products, platforms and technologies may be delivered at SkySQL's discretion.
Problem Resolution Support
The primary focus of problem resolution support is helping you resolve general production service outages, errors and software defects.
Bug Fixing and Hot Fixes
SkySQL partners with MontyProgram Ab to deliver fixes to bugs encountered in your MySQL or MariaDB deployments. MontyProgram was founded by Monty Widenius, the original developer of MySQL, and employs many of the core MySQL developers.
Hot fix binaries are provided to address critical failure and may not receive the full QA and regression testing performed on regular maintenance releases due to the urgent nature of the situation.
Consultative support focuses on issues that are specific to your deployment, such as best practice recommendations, code reviews and performance tuning, rather than general product usage or service failures.
It is intended for narrow, specific topics and is not a replacement for a dedicated, on-site consulting engagement to address systemic, architectural, or wide-ranging subjects. Consultative support is only available to Enterprise Platinum and Unlimited customers.
SkySQL support engineers will assist you to resolve performance problems caused by server configuration, "bad" queries, table definitions, indexing strategies, storage engines, and more, suggesting changes and identifying alternative implementations as suited to your particular environment.
SkySQL support engineers can review your code to assist you with following best practices and ensuring code correctness regarding the various client APIs, stored SQL and server extensions, recommending changes as necessary to support your particular needs.
SkySQL support engineers may log in to your system, subject to your request and approval, to gather diagnostic information or attempt a problem resolution directly.
Login support is intended for exceptional circumstances when diagnosing or resolving a technical support problem requires direct access to your system. It should not be used for routine technical support issues.
You will need to provide remote access to the system, which may involve opening ports on your network firewall. Unix-based systems can provide access via the secure shell (sshd) service, while Microsoft Windows Server systems can provide access via Terminal Services. You may also be able to provide access via “shared desktops” using Webex, Dimdim and similar web conferencing systems.
SkySQL is unable to assist you in configuring your systems and network to provide remote access for login support.
On-site Health Check
If you are an Enterprise Unlimited customer, you may request an on-site "health check". A consultant, subject to availability, will travel to your site and review your deployment, working with you to address issues of concern and interest, and examining opportunities for improvement. You are responsible for any travel-related expenses incurred, however we will always attempt to make a local consultant available to minimize travel expenses.
Frequently Asked Questions
Q: Does SkySQL offer per-incident technical support?
Q: Does SkySQL technical support include data recovery services?
A: No. It may be possible to recover some or all of your data in particular circumstances, and we may provide suggestions where possible, however, you must maintain regular, valid backups of your data.
Q: Must I purchase support for multiple servers to receive replication assistance?
A: Yes, unless you have an Unlimited subscription.
Q: Does the "Emergency Response Time" refer to emergency resolution time?
A: No. Emergency response time is the maximum time before a support engineer is assigned to a newly reported Severity 1 issue and fully engaged in working toward its resolution. Actual time required for final resolution will vary.
Q: If I am an OEM or ISV, may I use my subscription to resolve problems for my end users?
A: No. Your end users must have their own subscriptions in this case. Contact firstname.lastname@example.org to inquire about becoming a reseller.