The University of Texas at Austin

MySQL

Last Updated: January 28, 2016 @ 3:11 pm
Next Review Date: 01/01/2017
Service Manager: Christopher T Owan
Governance Group: None
Document Status: Published

Key Metrics

  • Availability: 99.57%
  • Routine work request acknowledgment response time: 1 business day
  • Review and response to pending open requests : 5 business days

Overview

This document summarizes some of the service level agreement items that are specific for the MySQL database service. Please refer to our general ITS Database SLA for detailed information.

Service description

MySQL is an open source relational database management system (RDBMS). It is commonly used for database services for other open source applications, such as Drupal and Wordpress.

Intended users

MySQL can be used by faculty, staff, and students sponsored by a faculty or staff member.

Supported computing environment

In order to manage database(s), customers must either be connected with a Campus IP address or use the Campus VPN. Client access is available through phpMyAdmin. Other client software can be downloaded from sources such as http://www.mysql.com, assuming the operating system meets the minimum installation requirements.

Technical support

Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.

Tier 1

Any user can call the ITS Help Desk at 512-475-9400. External users should send an email message to the ITS Help Desk at help@its.utexas.edu, which will create a support ticket. Routine requests are typically addressed within one business day. Users with a departmental Technical Support Contact (TSC) should contact that individual. The Help Desk may escalate issues to Tier 2 staff.

Tier 2

Any user can call the ITS Help Desk at 512-475-9400. Internal users may send an email message to db-requests@its.utexas.edu for service requests that do not require immediate attention to reach Tier 2 support directly.

Maintenance

ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page of service availability and service delivery issues. Services may not be available during the maintenance periods.

Scheduled maintenance

Scheduled maintenance occurs monthly on the third Wednesday from 6.30AM-7.30AM.

To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

Unscheduled maintenance

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.

Change notification

ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for MySQL.

Backups

Daily backups are created and have a 28 day retention period for production and a minimum 7 day retention for Dev/Qual.

User responsibilities

Customers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy. Please refer to the ITS Database SLA for full details. Please also review the Policies tab for this service.

MySQL customers agree to:

  • Regularly check email for service announcements.
  • Provide and maintain contact information for primary and secondary departmental TSCs along with other contact information as defined in the ITS Database SLA.
  • Patch desktops as recommended by the vendor.
  • Use supported client software.
  • Provide critical information within four hours of receiving a request from ITS seeking to resolve a customer issue.

Departmental IT support staff agrees to:

  • Maintain knowledge of the currently installed version of MySQL and its features.
  • Regularly check email for service announcements.
  • Provide and maintain contact information with ITS for support purposes as defined in the ITS Database SLA.
  • Assign and provide ITS with contact information for a secondary TSC that will assume all responsibilities of the primary TSC when the primary TSC is unavailable.
  • Use supported client software.
  • For purposes of resolving customer issues, be willing and available to provide critical information to ITS in a timely manner when requested.
  • Provide Tier 1 support for the department.

Cost of Service

Cost information for this service can be found on the MySQL web site.

We Can Help

Get help from an expert:

* ITS Help and Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!