Planet MySQL

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posted by Todd Farmer of team blog MySQL Support Team on Mon 22 Apr 2013 19:18 UTC
Tags:

(edit) mysql, support, MySQL Enterprise, My Oracle Support

If you are a MySQL support customer, the recent release of My Oracle Support (MOS) 6.5 has some features which may interest you (if you’re not a customer, this post likely won’t interest you). MOS 6.5 was introduced on 06 April, and with it came the ability to opt in to receive service request (SR) update details via email. This was a feature some MySQL Support customers missed after the migration to MOS. Thanks to feedback from MySQL Support customers and others with similar needs, this feature has now been implemented. Because email is an inherently insecure delivery mechanism, not all customers will wan this, and the feature requires customers to explicitly opt in before SR update content is sent via email. Coupled with the MOS Mobile interface, Support customers have a number of flexible ways

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posted by IOUG Blogs on Sun 26 Aug 2012 23:33 UTC
Tags:

(edit) mysql, Oracle, News, support, bug, database, Copyright, podcast, mp3, Developer, Podcasts, iphone, mariadb, Samsung, Audio, IOUG, property, intellectual

For the week of August 24th, 2012: Everybody’s Preparing for OpenWorld Dispelling the Rumors of MySQL’s Impending Doom On Piracy of Design IOUG Podcast 24-AUG-2012 Rumors of MySQL’s Doom by Oracle / Design Piracy Subscribe to this Podcast (RSS) or … Continue reading →

Want To Learn More About Oracle’s MySQL Support Team?

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posted by MySQL Community on Thu 22 Dec 2011 09:26 UTC
Tags:

(edit) mysql, support, mysql;

In the December episode of our “Meet The MySQL Experts” podcast, we chose to focus on MySQL Technical Support. Todd Farmer, Director of Oracle’s MySQL Global Support team, gives us insights into his organization, talking about who Oracle’s MySQL Support engineers are, how they help customers on a day-to-day basis, how they interact with the MySQL engineering and the bugs verification teams, and more…

Listen to the podcast to learn more about this team of MySQL Experts!

To better understand the value Oracle Premier Support for MySQL represents for your organization, get our white paper “Oracle Premier Support for MySQL: Rely on The Experts, Get Unique Benefits”

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posted by MySQL Community on Thu 22 Dec 2011 09:26 UTC
Tags:

(edit) mysql, support, mysql;

In the December episode of our “Meet The MySQL Experts” podcast, we chose to focus on MySQL Technical Support. Todd Farmer, Director of Oracle’s MySQL Global Support team, gives us insights into his organization, talking about who Oracle’s MySQL Support engineers are, how they help customers on a day-to-day basis, how they interact with the MySQL engineering and the bugs verification teams, and more…

Listen to the podcast to learn more about this team of MySQL Experts!

To better understand the value Oracle Premier Support for MySQL represents for your organization, get our white paper “Oracle Premier Support for MySQL: Rely on The Experts, Get Unique Benefits”

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posted by MySQL Community on Wed 07 Dec 2011 13:17 UTC
Tags:

(edit) mysql, support

Included in all MySQL commercial editions subscriptions (http://www.mysql.com/products/), Oracle Premier Support for MySQL can help you make the most of your MySQL deployments.

Organizations choose to purchase technical support from software vendors for various reasons, many seeing it as an insurance policy. Indeed, much as they would not drive a car without insurance, IT managers consider it good practice to be able to call on the company behind the software they are using should they encounter any issue.

However, Oracle Premier Support for MySQL offers benefits far beyond "insurance", value you can leverage even if you never experience problems.

Get our new white paper “Oracle Premier Support for MySQL: Rely on The Experts, Get Unique Benefits”

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posted by MySQL Community on Wed 07 Dec 2011 07:17 UTC
Tags:

(edit) mysql, support

Included in all MySQL commercial editions subscriptions (http://www.mysql.com/products/), Oracle Premier Support for MySQL can help you make the most of your MySQL deployments.

Organizations choose to purchase technical support from software vendors for various reasons, many seeing it as an insurance policy. Indeed, much as they would not drive a car without insurance, IT managers consider it good practice to be able to call on the company behind the software they are using should they encounter any issue.

However, Oracle Premier Support for MySQL offers benefits far beyond "insurance", value you can leverage even if you never experience problems.

Get our new white paper “Oracle Premier Support for MySQL: Rely on The Experts, Get Unique Benefits”

[Read more...]

Product Support vs Operational Support

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posted by Alex Gorbachev on Mon 14 Feb 2011 16:30 UTC
Tags:

(edit) mysql, Oracle, support, Pythian, Business Blog

Sometimes I get questions as to whether Pythian is one of the competitors battling with Oracle for MySQL support. The answer lies in the distinction of product support and operational support.

At Pythian, we are laser focused on supporting applications and data infrastructure using Oracle, MySQL and Microsoft SQL Server products. A vast majority of our Oracle customers (there are few customers who have very old 7.x and 8.x products running without vendor support) have Oracle maintenance subscriptions that include product updates and product support. Product support entitles the customer to open support requests when the product doesn’t perform according to the specifications (bug reports) as well as fill in enhancement requests. It also covers

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posted by Giuseppe Maxia on Mon 10 Jan 2011 12:03 UTC
Tags:

(edit) mysql, support, jobs, QA, hiring, careers, sontinuent

Continuent is hiring. The business is growing, the opportunities are piling up nicely, and we need to beef up the team with the addition of some new professionals.
The mist urgent posts to fill are a
QA Engineer and a Support Engineer, both experts of their specific trades and of database clustering.
We are looking at the matter without borders. Although it would be preferable to find candidates in

[Read more...]

Oracle Blamed for Laws of Nature

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posted by Open Query on Fri 05 Nov 2010 01:53 UTC
Tags:

(edit) mysql, Oracle, gpl, support, Uncategorized, enterprise, mariadb, service, upstarta, enterprise basic, enterprise silver

A catchy headline, and I believe more accurate than Oracle Puts the Squeeze on SMBs with MySQL Price Hike (Network World) and MySQL price hikes reveal depth of Oracle’s wallet love [MySQL Jacking up MySQL Prices] (The Register). Slightly more realistic is Oracle kills low-priced MySQL support (again The Register).

First, let’s review what Oracle has actually done: they ditched the MySQL enterprise Basic and Silver offerings. For Oracle, that makes sense. Their intended client base is “enterprise” (high end, think big corporates) and their MySQL sales and cost structure reflects this. It’s

[Read more...]

MySQL Support Options

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posted by Ronald Bradford on Tue 12 Oct 2010 20:59 UTC
Tags:

(edit) mysql, support, Databases, Professional, Percona, skysql

Oracle has released news about changing policies of MySQL Enterprise Support (http://mysql.com/products/enterprise/features.html) effectively dropping annual support for Basic and Silver. The entry level support is now $3000 per server per year. The MySQL support team now part of Oracle has great resources however Oracle is in the business of making money. When a general company question for OOW is company income, and the first option is

The success of MySQL as an open source company has lead to other leading providers that now can provide enterprise level support. More importantly many organizations over per-incident support which is more cost effect. News in the past week has included Percona - New Support Option for MySQL, and today

[Read more...]

Today’s up-time requirements

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posted by Open Query on Mon 24 May 2010 03:43 UTC
Tags:

(edit) mysql, support, Uncategorized, outage, emergency, mariadb, resilience, SLA

When asking about up-time requirements set down in SLAs (Service Level Agreements) with our clients’ clients, we’d hear anything ranging from hours to the familiar five nines, but these days also simply 100% and otherwise penalties apply. From my perspective, there’s not much difference between five nines and 100%, 99.999% uptime over a year amounts to a maximum of little over 5 minutes outage. In many cases, this includes scheduled outages!

So, we can just not have any outages, scheduled or otherwise. Emergency support is not going to help here, because however fast and good they are, you’re already in serious penalty time or well on your way to not having a business any more. Most will respond within say 30 minutes but then need up to a few hours to resolve the issue. That won’t help you, really, will it? And in any case, how are you going to do your

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posted by Open Query on Thu 06 May 2010 04:47 UTC
Tags:

(edit) mysql, Conferences, support, mysqlconf, open query, mariadb, insurance

At this year’s conference, I was pleasantly surprised with the high level of interest in Open Query’s proactive services for MySQL and MariaDB, and specifically our focus on preventing problems, while explicitly not offering emergency services.

I’ll describe what this is about first, and why I reckon it’s interesting. When you think about it, most IT related support that includes emergency (24×7) operates similar to this:

You have a house that has the front and back doors wide open with no locks, and you take out an insurance policy for the house contents. After a short time you call the insurance company “guess what, the most terrible thing happened, my TV got stolen.” Insurance company responds “that’s dreadful, you poor soul, let us fix it all up for you with getting a new TV and installing it.

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-2

posted by Matt Reid on Tue 16 Mar 2010 20:57 UTC
Tags:

(edit) mysql, Eventum, support, Linux, database, mysql server, kontrollbase, kontrollkit, announcement, relational

After some testing and setup we have decided to use Eventum for our support ticketing needs. This featureful system will be in use for all of your support questions related to Kontrollbase – the MySQL analytics and performance tuning web application, as well as Kontrollkit – the collection of server automation scripts. You can read [...]

Q/A on Kontrollbase slow/gen query logs and processlist

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posted by Matt Reid on Tue 05 Jan 2010 09:47 UTC
Tags:

(edit) mysql, faq, support, general log, slow log, processlist, announcement, Q/A

I recently was asked the following from a Kontrollbase user via email. Since this question might be asked by others I’m posting my response so that the user community can have the answer available right here, right now. Question “I am unable to locate the slow / general queries list as well as processlist. Does [...]

Active support for MySQL 5.0 and extended support for 4.1 will soon end

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posted by Giuseppe Maxia on Fri 11 Dec 2009 18:00 UTC
Tags:

(edit) mysql, support, enterprise, community, policy, EOL

At the end of this year, two long lasting versions of MySQL will fall off the radar, each of them in a different way.

MySQL 5.0 active support will end.

What does that mean? it means that there won't be regular monthly updates and bug fixes. This version enters the extended support period, which lasts until 2012. During this phase, only security and major bugs fixes will be applied.

MySQL 5.0 will still be available in the download pages for two more years, --> and any security updates will be released on those pages. -->

update May 2010 I have underestimated the powers of bureaucracy. What I said above does not seem to be true. Awaiting confirmation.

-->

The previous version, MySQL 4.1, instead, will be retired completely. [Read more...]

Active support for MySQL 5.0 and extended support for 4.1 will soon end

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posted by Giuseppe Maxia on Fri 11 Dec 2009 10:00 UTC
Tags:

(edit) mysql, support, enterprise, community, policy, EOL

At the end of this year, two long lasting versions of MySQL will fall off the radar, each of them in a different way.

MySQL 5.0 active support will end.

What does that mean? it means that there won't be regular monthly updates and bug fixes. This version enters the extended support period, which lasts until 2012. During this phase, only security and major bugs fixes will be applied.

MySQL 5.0 will still be available in the download pages for two more years, --> and any security updates will be released on those pages. -->

update May 2010 I have underestimated the powers of bureaucracy. What I said above does not seem to be true. Awaiting confirmation.

-->

The previous version, MySQL 4.1, instead, will be retired [Read more...]

Active support for MySQL 5.0 and extended support for 4.1 will soon end

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posted by Giuseppe Maxia on Fri 11 Dec 2009 10:00 UTC
Tags:

(edit) mysql, support, enterprise, community, policy, EOL

At the end of this year, two long lasting versions of MySQL will fall off the radar, each of them in a different way.

MySQL 5.0 active support will end.

What does that mean? it means that there won't be regular monthly updates and bug fixes. This version enters the extended support period, which lasts until 2012. During this phase, only security and major bugs fixes will be applied.

MySQL 5.0 will still be available in the download pages for two more years, --> and any security updates will be released on those pages. -->

update May 2010 I have underestimated the powers of bureaucracy. What I said above does not seem to be true. Awaiting confirmation.

-->

The previous version, MySQL 4.1, instead, will be retired [Read more...]

IRC is the best support method and Open Source rules

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posted by Matt Reid on Wed 04 Nov 2009 20:56 UTC
Tags:

(edit) mysql, Open Source, support, irc

I was working on a server today that was not hooked up to our usual monitoring systems for one reason or another and I needed to generate a database tuning report. Typically I use Matthew Montgomery’s ‘tuning-primer.sh’ script for this since it’s command line based, simple to use, and generates a number of useful items for tuning recommendations. It’s a great starting point before delving into the deeper aspects of MySQL and the OS.

I ran into an issue with it on this server that was running the MySQL 5.0.77-percona-highperf-b13-log x86_64 build. The error was:
./tuning-primer.sh.1: line 517: 5.000000: syntax error in expression (error token is ".000000")

There were three options to fix this issue

Dive into the code and modify it cowboy style

Use our typical monitoring against the client’s wishes

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posted by Mike Hogan on Thu 11 Jun 2009 20:32 UTC
Tags:

(edit) mysql, Open Source, support, business model, law of large numbers

We know that the open source + paid support business model works for software products that have extremely large numbers of users, but does it scale to products with medium or small numbers of users?

Software is often described as a stack (see the simplified version below).

Vertical Applications [Installed base = small]
————————–
Middleware (e.g. Database) [Installed base of MySQL = 12 Million]
————————–
Operating System [Installed base of Windows = 1Billion+]

Companies in the operating system layer typically have large numbers of users with a small license fee per user. This dynamic makes it relatively painless for a company to forgo a small license fee in exchange for a larger userbase, and then make money on support. For example,

[Read more...]

100% subscription renewal

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posted by Open Query on Fri 05 Jun 2009 05:57 UTC
Tags:

(edit) mysql, support, Uncategorized, DBA, open query, subscription, expert, remote DBA, service

I’m happy to note (this is internal Open Query happiness but I’m pleased to share) that so far we have a 100% renewal rate for our Proactive Services for MySQL subscriptions. Some of the early clients have grown in the initial period and are have now moved to a higher # of hours (this can also be changed upward during a term), which is of course excellent both for the clients and for us.

I was in eager anticipation of this time since the introduction of the concept late last year, as it is of course the essential proof of whether a subscription service actually works over time. Ideally, you’d want renewal to be a simple straightforward process, with the client having experienced the value of the service. This is relatively straightforward in this case, since it’s not an insurance, emergency or retainer type arrangement

[Read more...]

Open Database Alliance

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posted by Open Query on Wed 13 May 2009 11:14 UTC
Tags:

(edit) mysql, support, Uncategorized, Training, DBA, Monty, mariadb, open database alliance

This alliance is an excellent step, showing the maturity, breadth and depth of expertise for MySQL related services! Of course Open Query is an active early member, with our training and subscription services, and initiatives like the OurDelta builds project.

Kudos to MontyW and PeterZ for driving this further while at the MySQL Conference last month.

Tools of a Support Engineer

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posted by Gary Pendergast on Thu 26 Mar 2009 04:03 UTC
Tags:

(edit) mysql, support, MySQL Sandbox

So, you’ve emailed MySQL Support, they’re working on the problem you’re having. How are they working? What tools do they use? Well, here’s my list:

IRC – All MySQL Support Engineers work on IRC, it’s our main communication medium. While you’re only getting emails from one Engineer, it’s quite likely they’re consulting with several others at the same time. Many pairs of eyes catch all of the details.
MySQL Docs, Changelogs, Knowledge Base, Google, etc – There’s a lot of information out there, far too much for any one person to keep in their head at once. So, we have extensive documentation that everyone can access, plus the Knowledge Base available to customers. Also, given that MySQL is a very open project, we have plenty of community members who write

[Read more...]

On Value and Cost - part 1

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posted by Open Query on Fri 20 Feb 2009 00:43 UTC
Tags:

(edit) mysql, support, Training, open query, consulting, subscription, services

Did you know that by banging your head against the wall you burn about 150 calories per hour? However, there are more effective and less painful ways to exercise (no surprise there). Personally, I like an early morning walk and playing some Wii games around lunch time.

Most companies aim towards high(er) value offerings, sold at a higher price, so that their margin increases. Right?
But what they're actually doing is desperately trying to outrun their own high (and escalating) cost structure. I ask you this: why should a client have to pay for inefficiencies in a provider's organisation? Also, why says that a higher value offering needs to a) be priced higher and b) have a higher profit margin?

This is not the unavoidable way of things, but the reason it's the usual is that you can't just decide to change one aspect (such as a higher value offering), yet keep the way the company

[Read more...]

Review/support scope of MySQL server infrastructure

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posted by Open Query on Tue 03 Feb 2009 08:50 UTC
Tags:

(edit) mysql, support, open query, subscription

Many systems are already in production when we get asked to take a look or, interestingly, a few weeks before deployment. The latter is not optimal, but it's still better than not contacting us until something goes wrong. At Open Query we like to focus on problem prevention and skills transfer. This saves so many hassles and thus over time saves money for the client = win.

The reasons for asking for external input late(r) are diverse, and generally not even technical or financial. But we all know the saying "prevention is better than a cure" and that has benefits for a company's bottom line; potentially even its future. Particularly in the current economic climate, such advantages are gold.

Another other important aspect is scope. MySQL operates in a larger architecture; we can look at the server and improve the configuration there, but if queries are just wrong, they need

[Read more...]

Open Query is hiring!

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posted by Open Query on Wed 12 Nov 2008 13:50 UTC
Tags:

(edit) mysql, Open Source, support, OSS, Development, jobs, Training, hiring, ourdelta, careers, open query, consulting

Arjen & gang are looking for skilled and enthusiastic colleagues!

Essentials

guru level practical skills in MySQL schema/query design, server administration and tuning;
expertise with common dev and deployment infrastructure (mainly Linux but also other *nix and Windows);
freedom to travel without restriction;
self-motivated, ability to work independently (from anywhere - good Internet access required);
excellent written/verbal English, comfortable public speaker.

Being a small, company, the range of possible work tasks can be quite diverse, although you are not required to be able to do everything. That said, your application will be more highly regarded if you exhibit a broad range of skills and interests, both directly technical and otherwise.

Desirable abilities

shell and Perl scripting;
C/C++

[Read more...]

GlassFish and MySQL Unlimited

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posted by The Aquarium on Fri 27 Jun 2008 15:30 UTC
Tags:

(edit) mysql, support, glassfish, unlimited

Sun has announced an "Unlimited" Offer for GlassFish Enterprise and MySQL Enterprise. The GlassFish Unlimited offer (description) comes in Standard (with 5x12 support) and Premium (7x24) variants; the MySQL Unlimited (decription (http://www.mysql.com/products/enterprise/unlimited.html)) only comes in Gold color :-).

Notes: (1) companies of any size can apply, prices are tiered; (2) products can be bought separate or together. Also see

[Read more...]

On open source Myths

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posted by Kris Buytaert on Mon 03 Dec 2007 19:33 UTC
Tags:

(edit) support, opensource, centos, commercial opensource, myths, whitebox

Over at ITToolbox Tarry has another blog . He posted an article where he tried to debunk some myths about open source. I feel he needs some help there :)

Let's start with his second Myth , Open Source is Free. Off course it isn't , you need to invest your own time to get familiar with it or pay other people to use it. Compare it to building a house ... you can build one if you have the skills and the time , but you still need to pay for the bricks and the mortar, or you can pay someone who has the skills to build one for you. With software there used to be a similar thing. You could buy software, then install and configure it yourselve, or you could hire someone more skilled than you to install and support it when you run into

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posted by C.J. Collier on Mon 08 Aug 2005 17:12 UTC
Tags:

(edit) mysql, work, support

I've been hearing a lot of good things about our support guys. How does the community feel? Do you think that we're doing a good job?

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