Section 8. About Remote Troubleshooting Logins

• 8.1 What is Remote Troubleshooting?
• 8.2 Which support products and levels include Remote Troubleshooting?
• 8.3 Do any limits apply to Remote Troubleshooting requests?
• 8.4 Are all servers eligible for login support?
• 8.5 What tools are needed for MySQL login support to UNIX system servers?
• 8.6 What platforms and tools are needed for MySQL login support to Windows servers?
• 8.7 Are there any special risks for login support?
• 8.8 Should I have a fully restorable backup before MySQL Support engineers login to my servers?

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8.1 What is Remote Troubleshooting?

See definition here »

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8.2 Which support products and levels include Remote Troubleshooting?

Remote Troubleshooting is available at the Gold and Platinum levels of MySQL Enterprise (including Unlimited) and MySQL Embedded (OEM).

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8.3 Do any limits apply to Remote Troubleshooting requests?

There is no limit on the number of times you may request Remote Troubleshooting help. However the hourly caps which govern Consultative Support do apply. Installation and Configuration requests are restricted to supported software and related systems (determined by subscription type and selected support options).

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8.4 Are all servers eligible for login support?

No. We provide login support only for those operating systems named on our list of supported operating system platforms. This list covers most, but not all, major operating system and hardware platforms in use today. In addition, in order to obtain remote login support, your servers must be readily accessible to our support engineers via remote Internet login at the operating system level.

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8.5 What tools are needed for MySQL login support to UNIX system servers?

All UNIX system-based derivative operating system servers (including Mac OSX) can be readily accessible to our support engineers via the Internet if the "sshd" secure shell (SSH) server is present. You can download an open source version of the "sshd" server at www.openssh.org. An alternative to direct secure shell access is the Sun Shared Shell tool, about which more information can be found at www.sun.com/service/sharedshell/. Although there are other utilities for remote Internet logins, we have standardized on secure shell and Sun Shared Shell as commonly available, straightforward, and secure utilities; therefore, we require the use of one of these solutions by all of our Unix system-based login customers.

Note that "ssh" and "sshd" are tightly related, but are not the same program. The "ssh" is the client that lets you create outbound connections from your machine, and the "sshd" is the server that listens on your machine for inbound "ssh" connections. The "sshd" server component is what must be running in order for our support engineers to log in to your server. If you are in doubt about your servers, please contact us.

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8.6 What platforms and tools are needed for MySQL login support to Windows servers?

For login support purposes, Windows systems fall into two groups, as determined by Microsoft licensing policies. MySQL AB can currently provide login assistance for the Windows NT 4.0 Server, Windows 2000 Server family, and Windows 2003 Server family. However, MySQL cannot provide login assistance for the Windows 9x, ME, NT, XP Workstation, 4.0 Workstation, and Windows 2000 Professional platforms.

To enable our support engineers to login to the Windows systems noted above via the Internet, you must have installed one of three login tools: Microsoft Remote Desktop server, Microsoft Terminal Services server, or Symantec pcAnywhere. If you are in doubt about your servers, please contact us.

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8.7 Are there any special risks for login support?

There is always the possibility that security and control risks may arise when logging in over the Internet. These risks are beyond the control of MySQL, and therefore, MySQL cannot be held liable for them.

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8.8 Should I have a fully restorable backup before MySQL Support engineers login to my servers?

It is highly recommended.

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