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Section 7. About Consultative Support
- 7.1 Which support products and levels include Consultative Support?
- 7.2 Which Consultative Support features are included at the Gold level?
- 7.3 Which Consultative Support features are included at the Platinum level?
- 7.4 How many Consultative Support requests am I allowed?
- 7.5 How many hours of Consultative Support work may I utilize?
- 7.6 What is an example of how this cap on hours applies?
- 7.7 Must my cap on hours be applied to each server individually?
- 7.8 Does this hourly cap apply only to Consultative Support issues?
- 7.9 How does MySQL track Consultative Support hours usage?
- 7.10 What happens if I reach my hourly cap?
- 7.11 What happens if I do not use all of my allowed hours?
- 7.12 Why does MySQL have this hourly cap?
7.1 Which support products and levels include Consultative Support?
Full Consultative Support is included only at the Platinum level of MySQL Enterprise (including Unlimited) and MySQL Embedded (OEM). Partial Consultative Support is included at the Gold level of MySQL Enterprise (including Unlimited) and MySQL Embedded (OEM). No Consultative Support is included at the Silver or Basic levels of MySQL Enterprise or MySQL Embedded (OEM).
7.2 Which Consultative Support features are included at the Gold level?
7.3 Which Consultative Support features are included at the Platinum level?
- Remote Troubleshooting
- Replication Review
- Query Review
- Schema Review
- Performance Tuning
- Customer Code Reviews:
- Partitioning Review
7.4 How many Consultative Support requests am I allowed?
There are no per-incident limits on the number of Consultative Support issues you open.
7.5 How many hours of Consultative Support work may I utilize?
MySQL Enterprise Gold and Platinum are entitled to eight hours of Consultative Support work by our support engineers per server, per year. MySQL Enterprise Gold Unlimited and MySQL Enterprise Platinum Unlimited include 100 hours of Consultative Support total per contract per year, regardless of the number of servers covered. MySQL Embedded customers are entitled to 40 hours of Consultative Support per year at the Gold level and 100 hours per year at the Platinum level, regardless of the number of licenses purchased.
7.6 What is an example of how this cap on hours applies?
Assume that you purchased coverage for four servers under MySQL Enterprise. You would be entitled to 32 hours of consultative support during the course of the year, ie: 4 servers x 8 hours each.
7.7 Must my cap on hours be applied to each server individually?
No. Continuing the above example, assume that your four covered servers were named A, B, C, and D. You could devote all 32 hours to server A alone, or 20 hours to server A and 12 hours to server B, or any other split of hours you wish.
7.8 Does this hourly cap apply only to Consultative Support issues?
Yes. For non-Consultative support issues, there is no hourly cap of any type.
7.9 How does MySQL track Consultative Support hours usage?
Every time a MySQL Support Engineer works on a Consultative Support issue, he logs his time spent via the MySQL Customer Support Center.
7.10 What happens if I reach my hourly cap?
You are kept fully informed if your usage ever approaches your hourly cap. If it is reached, you may raise your cap by purchasing MySQL Enterprise for additional servers, if your contract includes a cap based on the number of servers covered (i.e. not MySQL Enterprise Unlimited or MySQL Embedded).
7.11 What happens if I do not use all of my allowed hours?
Unused hours expire at the end of each contract year. They may not be rolled-forward or transferred.
7.12 Why does MySQL have this hourly cap?
The types of activities covered by MySQL Consultative Support are manpower-intensive and highly individualized. They go well beyond routine advice and troubleshooting, but the amount of work involved per case varies unpredictably. An hourly cap is the only fair way to keep the cost of MySQL Enterprise correlated to the work invested on your behalf by MySQL's Support Engineers. The hourly cap also helps define the boundary between Technical Support and Consulting (Professional Services) engagements.
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