MemSQL Product Support Lifecycle and Versioning Policy

Support guidelines for all versions of MemSQL.

Support Severity Levels

MemSQL classifies Support issues by severity level. MemSQL will use reasonable efforts to acknowledge a customer’s Support ticket and commence Support efforts based upon its severity level.

Severity Level Description Estimated Response Times
P1: Critical

System Outage

Severe problem preventing customer or workgroup from performing critical business functions.

2 hours
P2: High

Job function impaired; no workaround

Customer or workgroup able to perform job function, but performance of job function degraded or severely limited.

3 hours
P3: Medium

Moderate impact; with workaround

Customer or workgroup performance or job function is largely unaffected.

6 business hours
P4: Request

Minimal impact

Minimal system impact; includes feature requests and other non‐critical questions

10 business hours

Product Support Policy

MemSQL has one supported product, MemSQL Enterprise, which includes the MemSQL Database and all its associated tools (i.e. MemSQL Ops, Streamliner). MemSQL Enterprise comes with 24x7 support and several Enterprise-only features.

Product Support Policy
MemSQL Enterprise Starting with MemSQL 4, MemSQL major releases are supported for 2 years after the General Availability (GA) of that release, Bugs and security issues are fixed in the latest minor release of all active major versions.

Current End-of-Life (EOL) Dates

Major and minor versions of MemSQL Database and MemSQL Ops are released simultaneously. For extended support beyond the EOL dates, please contact your MemSQL account representative.

Release Release Date Support EOL Date
MemSQL 3.1.x August 12, 2014 August 11, 2016
MemSQL 3.2.x October 20, 2014 October 19, 2016
MemSQL 4.0.x May 20, 2015 May 19, 2017
MemSQL 4.1.x September 21, 2015 September 20, 2017
MemSQL 5.0.x March 30, 2016 March 29, 2018
MemSQL 5.1.x June 15, 2016 June 14, 2018
MemSQL 5.5.x September 26, 2016 September 25, 2018

Versioning Policy

MemSQL has major, minor and maintenance versions. Moreover, MemSQL provides unlimited, free upgrades for all customers current on Support. Customers can find a list of all released MemSQL versions in the MemSQL documentation.

Major MemSQL versions contain significant features including major market innovations. Examples of innovations introduced in major versions are the MemSQL distributed architecture, support for JSON and geospatial data types, and fully distributed joins. Major versions are released approximately once a year. MemSQL recommends upgrading to the latest major version as soon as possible.

Minor MemSQL versions contain smaller features including performance and stability improvements targeted at Enterprise use cases. Examples of features introduced in minor versions are additional SQL features and optimizer enhancements. Minor versions are released approximately two to three times a year. MemSQL recommends upgrading to the latest minor version as soon as possible.

Maintenance MemSQL versions contain bug fixes and other performance and stability improvements. Maintenance versions are released often depending on customer demand and bug fixes made. MemSQL recommends upgrading to the latest maintenance version only if specific bug fixes are needed. One exception here is MemSQL Ops, whose maintenance versions contain new features. MemSQL recommends upgrading to the latest maintenance release of MemSQL Ops as soon as possible.

Click here for more information on how to contact support.

Existing MemSQL customers should also consult the MemSQL Terms and Conditions document for more information about support.

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