Customer Support Service
We created our software products to handle the most demanding mission-critical MySQL, NoSQL, and caching deployments. We're in business to bring you compelling business benefits. You operate your datacenter with the goal of delivering what you promised to your end users. Schooner is committed to helping you deliver and ensuring your success.
Schooner Customer Support is included in the yearly subscriptions by which Schooner products are licensed. During the term of your subscription you'll get all software upgrades and patches released by Schooner during that term. This includes new Schooner functionality, performance enhancements, and bug fixes as well as changes needed to match new releases of MySQL, InnoDB, and memcached. Schooner customers can also register to access the Schooner Forums, which have useful information, workaround, and tips about Schooner's software products.
Most Schooner customers are quite adept at MySQL and do not need deep MySQL-specific support. Schooner does not offer pure MySQL support, but we do offer optional 7 x 24 x 365 MySQL support worldwide through our partner SkySQL AB.
| SCHOONER SUPPORT SERVICES | |
| SUPPORT METHODS & AVAILABILITY | |
| Telephone Support |  |
|---|---|
| Direct E-mail Support | |
| Remote Access Support | |
| Knowledgebase Access | |
| Support Hours | 24 X 7 |
| RESPONSIVENESS | |
| Initial Response Time — Pri 1 | 1 hour |
| Initial Response Time — Pri 2 | 2 hours |
| SOFTWARE | |
| Major Software Releases | |
| Minor Software Releases | |
| Service Packs | |
| Hotfixes | |
| MYSQL-SPECIFIC | |
| Replication Support | |
| Performance Tuning | |
| MySQL Enterprise Monitor | |
Schooner offers multiple ways of interacting with our Support team:
| Support Method | Description |
|---|---|
| Telephone | Contact Schooner Support via telephone by calling 1-877-888-5064 (US & Canada) or 1-408-888-1619 (Outside the US & Canada). If a service technician does not answer, leave a voicemail and one will get back to you within the initial response time that corresponds with your level of support. |
| The Schooner Support team can be e-mailed at support@schoonerinfotech.net. Whether you're experiencing technical difficulties or just have general questions about a Schooner product, e-mailing Schooner Support is the quickest and most convenient contact method. | |
| Remote Access | The next best thing to on-site technical support, Schooner offers remote access support to all of our customers. Remote access support works by providing Schooner with a secure connection into your Schooner-powered servers so we can help you troubleshoot from afar and diagnose and fix software problems. |
| Knowledge Base | The Schooner Support Knowledge Base is a repository of issues or questions pertaining to Schooner products. The Schooner Forums also provide useful information, workaround, and tips. |
| On-site | Schooner does offer custom on-site Customer Support options for large customers. But the easiest way to obtain on-site MySQL support is to work with Schooner's service partners such as Percona and Pythian. They can provide support including deep MySQL tuning and troubleshooting, and typically do so per incident. |