About Support to OEMs, VARs, SIs, and Consultants

• Does support cover only my own servers?
• On what basis does MySQL consider modifying this policy?
• I work on behalf of third-party customers. How do I obtain MySQL support for them?
• I work on behalf of third-party customers. Can I use my MySQL Enterprise contract to open issues on their behalf?
• I am an OEM or VAR, and I distribute a MySQL product to my customers. Are they entitled to support direct from MySQL?
• I am an OEM or VAR, and I distribute a MySQL product to my customers. Can I use my MySQL Enterprise contract to provide support to them?

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Does support cover only my own servers?

Yes. MySQL Enterprise contracts are written to cover your company's own enterprise. This means contracts are intended to support the servers your company owns or controls, and not the servers of third parties. Any exceptions to this policy must be agreed to in writing by MySQL at the time your MySQL Enterprise contract is purchased.

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On what basis does MySQL consider modifying this policy?

MySQL might consider modifications on a case-by-case basis. Please contact your MySQL sales representative.

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I work on behalf of third-party customers. How do I obtain MySQL support for them?

Each customer must buy their own MySQL Enterprise contract. For each customer that requires MySQL support, you must buy a separate MySQL contract.

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I work on behalf of third-party customers. Can I use my MySQL Enterprise contract to open issues on their behalf?

No. If your customers require MySQL support, they should buy their own MySQL Enterprise contract, and you should then open issues against that contract.

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I am an OEM or VAR, and I distribute a MySQL product to my customers. Are they entitled to support direct from MySQL?

No. If your customers require support from MySQL, they must purchase their own MySQL Enterprise contract.

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I am an OEM or VAR, and I distribute a MySQL product to my customers. Can I use my MySQL Enterprise contract to provide support to them?

Your MySQL Enterprise contract is for your internal use only, unless a written agreement provides otherwise. For example, an agreement could provide for you as the OEM to provide front line support to your users on routine issues, with MySQL providing back end support on more difficult issues.

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