How do I get commercial support?

A full-price license includes really basic support. This means that we are trying to answer any relevant question. If the answer is in the documentation, we are going to direct you to the relevant documentation. If you do not have a license/support we will probably not answer at all.

If you discover what we consider a real bug, we are likely to fix it in any case. But if you pay for support we will notify you about the fix status instead of just fixing it in a later release.

More comprehensive support is sold separately:

Types of commercial support

Basic email support

One year of basic email support costs $200 (USD).

It includes:

1. For MySQL specific questions that doesn't belong to the MySQL mailing list (mysql@tcx.se), you can contact and expiration date when mailing any list to ensure a quick response.
2. We guaranty a timely answer for your emails. We can't guaranty that we can solve ant problem, but at least you will receive an answer if we can contact you by email.
3. Your suggestions for the further development of MySQL will be taken into consideration. By taking email support you have already helped the further development of MySQL. If you want to have more input upgrade to a higher level of support.
4. Helping with unexpected problems when installing MySQL from a binary distribution on a supported platforms.
5. We will help you with bugs and missing features. All found bugs are fixed for the next MySQL release. If the bug is critical for you, we will mail you a patch for it as soon the bug is fixed. Critical bugs always have the highest priority for us, to ensure that they are fixed as soon as possible.
6. This level of support does not cover installing MySQL from a source distribution.
7. If you want us to help to optimize your system you have to upgrade to a higher level of support.
8. You are entitled to upgrade to other support options for the difference between the prices.

Extended email support

One year of extended email support costs $1000 (USD).

Extended basic supports contains everything in basic email support with these additions:

1. Your email will be dealt with before normal email support users and non-registered users.
2. Your suggestions for the further development of MySQL will receive strong consideration. Simple extensions that suit the basic goals of MySQL are implemented in a matter of days. By taking extended email support you have already helped the further development of MySQL.
3. In this we include a binary version of the pack_isam tool that supports fast compressed read only databases (no BLOB or TEXT types yet). The current server includes support to read such databases but not the packing tool.
4. Typical questions that are covered by extended email support are:
   • Answering and solving (within reason) questions that relate to (possibly) bugs in MySQL. As soon as the bug is found and corrected, we will mail a patch for it.
   • Helping with unexpected problems when installing MySQL from a source/binary distribution on supported platforms.
   • Questions about missing features and offer hints how to go around them.
   • How to optimize mysqld for your situation.
5. You are allowed to slightly alter MySQL TODO. This will ensure that the features you really need will be implemented sooner than otherwise.
6. You are entitled to upgrade to login support for the difference between the different support prices.

Login support

One year of email/phone/telnet support costs $2000 (USD).

Login supports contains everything in extended basic email support with these additions:

1. Your email will be dealt with even before mails from extended support users.
2. Your suggestions for the further development of MySQL will be taken into very high consideration Realistic extensions that can be implemented in a a couple of hours and suits the basic goals of MySQL will be implemented as soon as possible.
3. If you have a very specific problem we can try to log in on your system and try to solve it 'in place'.
4. As any database vendor, we can't guaranty that we can rescue any data from crashed tables, but if the worst happens we will help you rescue as much as possible. MySQL has proven itself very reliable, but because of outside interference anything is possible.
5. We will give you hints how to optimize your system and your queries.
6. You are allowed to call a MySQL developer (in moderation) and discuss your MySQL related problems.

Extended login support

One year of extended email/phone/telnet support costs $5000 (USD).

Extended login supports contains everything in login support with these additions:

1. Your email has the highest possible priority.
2. We will actively examine your system and help you optimize it and your queries. We may also optimize and/or extend MySQL to better suite your needs.
3. You may also request special extensions just for you. For example

   select my_calculation(column1,column2) from database;
   

4. We will provide a binary version of all important MySQL distributions for your system, as long as we can get an account on a similar system. In the worst case we may require access to your system to be able to make a binary version.
5. If you can provide accommodation and pay for traveler fares you can even get a MySQL developer to visit you and offer you help with your troubles. The extended login support entitles you to one personal encounter, but we are as always very flexible towards our customers!

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