Support

Overview

MariaDB SkySQL is operated by a team of site reliability engineers (SREs) and MariaDB-certified database administrators (SkyDBAs) – and supported by MariaDB engineers themselves.

What Support is Available?

Standard support is included with Foundation Tier services.

Power Tier customers choose from premium levels of support, optionally with SkyDBA proactive and reactive assistance.

For additional information, see "Support Options".

How to Request Support

Support cases are managed through the SkySQL Customer Support Portal, which is accessible to all registered users.

Users unable to reach the Customer Support Portal may seek account assistance by contacting us.

Create a Support Case

  1. Log in to SkySQL Customer Support Portal

  2. From the Customer Support Portal main menu (left navigation), click on "Cases" > "Create Case".

  3. Click on "Create a Case - SkySQL" in the "Support" list.

  4. Enter the relevant information into the form.

    Field Name

    Description

    Summary (required)

    Enter a short description of your question or problem.

    Description

    Enter additional information about your question or problem. Try to include as much pertinent detail as possible.

    Is the database running?

    "Yes" you can access the service and performance is not impacted.
    "Degraded" you can access the service but performance is impacted.
    "No" you cannot access the service.

    Category

    Choose the category that best describes the question or problem from the dropdown list.

    Asset

    Choose the affected database service from the dropdown list.

    Environment

    Choose the environment that best describes the affected database service from the dropdown list.

    Subcategory

    Choose the subcategory that best describes the question or problem from the dropdown list.

    Add Attachments

    Use this button to add screenshots, client logs, scripts, or output that may provide extra context or detail for the question or problem.

  5. When done, click on the "Submit" button.

The new support case will be created. An email will be sent to you with the case details and a link to the support case.

View a Support Case

To view an existing support case:

  1. Log in to SkySQL Customer Support Portal

  2. From the Customer Support Portal main menu (left navigation), click on "Cases" > "All Cases".

  3. Click on the particular case to see more details and manage the case.

Operational Tasks

While most SkySQL service management is self-service, certain MariaDB SkySQL operations are managed by support case: