MySQL Support Internals

Geert Vanderkelen (Sun Microsystems)
Business and Case Studies
Location: Ballroom D
Average rating: ****.
(4.00, 2 ratings)

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.

Topics

Quotes!

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.

Photo of Geert Vanderkelen

Geert Vanderkelen

Sun Microsystems

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.

Co-presented By:

O'Reilly Media MySQL/Sun Microsystems
  • Kickfire
  • Virident
  • Infobright, Inc
  • JasperSoft
  • Intel
  • Advanced Micro Devices
  • BIRT Exchange by Actuate
  • Calpont
  • Canonical
  • Continuent
  • Dolphin Interconnect Solutions
  • Facebook
  • HiT Software, Inc.
  • IBM
  • iDashboards
  • Oracle
  • Pentaho
  • R1Soft
  • Schooner Information Technology
  • SQLstream
  • Ticketmaster
  • Zmanda, Inc.
  • Linux Journal

Sponsorship Opportunities

For information on exhibition and sponsorship opportunities at the conference, contact Sharon Cordesse at scordesse@oreilly.com

Download the MySQL Sponsor/Exhibitor Prospectus

Media Partner Opportunities

Download the Media & Promotional Partner Brochure (PDF) for information on trade opportunities with O'Reilly conferences or contact mediapartners@ oreilly.com

Press and Media

For media-related inquiries, contact Maureen Jennings at maureen@oreilly.com

MySQL Conference Newsletter

To stay abreast of conference news and to receive email notification when registration opens, please sign up for the MySQL Conference newsletter.

Contact Us

View a complete list of MySQL contacts.