Section 1. About the MySQL Customer Support Center

• 1.1 What is the MySQL Customer Support Center?
• 1.2 How does the CSC benefit customers?
• 1.3 Must I use the CSC when requesting support?
• 1.4 How do I obtain a CSC account?
• 1.5 How many Technical Contacts am I allowed?
• 1.6 How do I add or change the Technical Contact information?
• 1.7 May I share my CSC account with others?
• 1.8 Is support available in multiple languages?

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1.1 What is the MySQL Customer Support Center?

The MySQL Customer Support Center (CSC) accessible at either https://enterprise.mysql.com or https://support.mysql.com is a Web application used by MySQL support engineers to manage and communicate with our customers on the incidents they file.

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1.2 How does the CSC benefit customers?

The CSC lets you easily keep track of all your support related issues. It keeps all related messages, files, and other details grouped together on an issue-by-issue basis. It also provides individual preferences, customer statistics, issue prioritization, time tracking, and many other very practical features. The CSC has built-in features to help you receive timely replies from support engineers. It facilitates sharing your issue among different technical specialists.

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1.3 Must I use the CSC when requesting support?

Yes. When you purchase MySQL Enterprise, MySQL Embedded, or MySQL Cluster, you must provide us with the name of your Technical Contact Person(s). A separate CSC account is automatically created for each Technical Contact Person. If your contract includes telephone support, you may request support by phone without first opening a CSC issue.

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1.4 How do I obtain a CSC account?

To log in for the first time, please use the "First Time Login?" link on the login page, enter your email address, click "Send New Password," and follow the instructions in the email you will receive. Your email address must be the same one provided on your support contract.

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1.5 How many Technical Contacts am I allowed?

You are allowed to have a maximum of four Technical Contacts at any given time, regardless of the number of servers covered. MySQL Enterprise Gold Unlimited and MySQL Enterprise Platinum Unlimited subscriptions allow up to 20 Technical Contacts.

Email addresses must be for individual persons and must not be group aliases such as developer-team@mycompany.com.

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1.6 How do I add or change the Technical Contact information?

Changes must be requested in writing. Your company's Administrative Contact with MySQL should email mysql-support-feedback@sun.com with the change. We will reply with a confirmation email once the changes have been made.

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1.7 May I share my CSC account with others?

No, unless done temporarily due to your absence for vacation, illness, or similar reasons.

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1.8 Is support available in multiple languages?

Our complete support services are currently only available in English.
Limited support services are additionally available in Japanese.

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