MySQL Enterprise Problem Resolution Support

Problem Resolution Support ensures you receive the priority service you need for a quick resolution of technical problems as they occur. The MySQL Support Team responds to your emergencies and will dedicate their attention to your issues until they are solved. At the MySQL Enterprise Platinum tier, Problem Resolution support includes:

• Unlimited Number of Incidents
• Web-based Case Management
• 24x7 Web and Telephone Access
• Emergency Response Times of 30 minutes
• Emergency Bug Fix Escalation
  MySQL will escalate the priority given to fixing business-critical bugs. Once the bug is fixed and tested, the next MySQL Enterprise Server Monthly Rapid Update and Quarterly Service Pack will include the fix.
• Emergency Hot Fix Builds
  In the event that a critical, business-stopping bug is discovered and has not already been fixed in a Rapid Monthly Update or Quarterly Service Pack, MySQL Enterprise customers can request a special hot fix build that resolves the issue.

The MySQL Support team is composed of seasoned MySQL developers, not entry-level support personnel found in most software companies. They are database experts and understand the issues and challenges you face because they've overcome these same challenges themselves.

Even though you might have highly skilled technical staff that can solve your issues, MySQL Support Engineers can typically solve those same issues a lot faster. A vast majority of the problems the MySQL Support Engineers encounter they have seen before. So an issue that could take several weeks for your staff to research and resolve may be solved in a matter of hours by MySQL Support.