The MySQL Support Team has evolved according to our customers to one of the best support teams in the business. With great managers at the helm, passionate engineers and great tools, MySQL AB and now Sun Microsystems delivers around the clock MySQL support, around the globe, wearing all kinds of .. clothing.
On every ticket closed, the customer receives an email where they can evaluate the support provided. We’ll show a few.
Why this talk?
We should be clear that this isn’t Sales talk. It gives an overview how an OpenSource company like MySQL AB did it, and could inspire other startups doing the same.. or even better!
Historic overview: the anarchical years
This section will show how Monty and developers were doing support during the early years of MySQL AB. Support was done using good old direct email to customers, sent by developers directly.
Modern years: the SOP and Eventum era
Probably the biggest change came with the introduction of Eventum. MySQL AB acquired it from Joao Prado Maia, who was also hired, and today it is still the engine that drives support. We also have customers using Eventum for their own services!
Together with Eventum came SOP (Standard Operations Procedures), which was mostly compiled by Tom Basil. Later on this became a wiki which allows all support engineers to make corrections or extent it where needed. We’ll have a look at some of the content of these procedures.
The Teams and The People
Most, if not all Support Engineers work from home in different countries. This makes it possible to keep support around clock and span holidays more easily. Here we give an overview of the various groups and the people.
Different countries, different believes, different tongues. However, the main language support is given in is English. We’ll explain how this works and were we would make exceptions. We’ll also show how team bonding is working virtually, together with company/team meetings.
Showing off Eventum and other tools
This section of the talk will given an overview of what tools we’re using in MySQL Support, and maybe also what tools are overkill. We’ll demonstrate enterprise.mysql.com and open an issue.
Geert Vanderkelen is a member of the MySQL Support Team at Sun Microsystems. He is based in Germany and has worked for MySQL AB since April, 2005. Before joining MySQL he worked as developer, DBA and SysAdmin for various companies in Belgium and Germany. Today Geert specializes in MySQL Cluster and works together with colleagues around the world to ensure continued support for both customers and community.
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