Mariadb Subscription Services Agreement

MARIADB CORPORATION

MariaDB Subscription Services

MariaDB Subscription customers have access to technical support services including Problem Resolution Support, Engineering Support, Consultative Support, Remote Login Support, and Telephone Support for the MariaDB platform (MariaDB server, MariaDB TX for transactions, MariaDB AX for analytics, MariaDB MaxScale, and related products like storage engines) via the Customer Support Portal.

Each designated technical contact will receive a Customer Support Portal login (based on the associated email address) that can be used to report new support issues, monitor ongoing issues, or review historical issues. Information regarding making changes to technical contacts can be found in the "Welcome Letter" provided after signup, and is also available in the “Contact Us” section of the Customer Support Portal. If you have issues initially logging into the Customer Support Portal, you will be prompted to email success@mariadb.com for further assistance.

If Remote DBA services are purchased, an on-boarding call is scheduled to gather the necessary information for the MariaDB Remote DBA team to remotely access supported products. Information about the architecture, operating systems, database server versions, backup schedules, etc will also be documented during this call. Once the required information has been collected, monitoring software will be installed and setup to alert MariaDB Corporation. Certain alerts such as server availability, replication health, and others will be configured to open issues automatically in the Customer Support Portal.

All services are delivered in English. MariaDB Corporation will use reasonable efforts to provide technical support in languages other than English using MariaDB Corporation’s available personnel via voice calls and in-person meetings, but may not have such resources available at all or at the time of the support request. All communication via the Customer Support Portal should remain in English. There are no Service Level Agreements for non-English support at this time.

Subscriber Service Support Remote (TX/AX) DBA

Problem Resolution Support ✓ ✓

Engineering Support ✓ ✓

Consultative Support ✓ ✓

Remote Login Support (Remote DBA) ✓

Real-time Chat Support (Slack) ✓

Problem Resolution Support

The focus of Problem Resolution Support is helping to restore service (due to outages caused by crashes, replication failures, table corruption, etc.), and assisting with command syntax, installation, configuration, upgrades, and other general product usage topics.

Engineering Support

Engineering Support can include bug fixes, patches, hotfixes, and topics that require communication with and/or escalations to the product engineering teams. Hot fixes are provided to address critical failures and may not receive the full QA and regression testing performed on regular maintenance releases due to the urgent nature of the situation.

Custom feature development (Non-Recurring Engineering) is a separate service and is not included in Engineering Support.

Engineering Support is available on those platforms for which we or our partners produce supported product binaries, subject to the relevant Maintenance and Lifecycle policies for the specific product and platform. Engineering Support is unavailable for products or platforms that have reached their maintenance end of life. MariaDB Corporation Engineering Policies. For other products, please see the respective vendor’s website.

Consultative Support

Consultative Support covers issues that are specific to a customer’s deployment, such as performance tuning, best practice recommendations, and basic code reviews, rather than general product usage, service failures, or software defects. MariaDB Remote DBA is a separate service and is not included in Consultative Support. At the discretion of the assigned MariaDB Subscription Services Engineer, long running consultative support tasks (ie: greater than 2 hours) may be referred to MariaDB Professional Services.

Consultative Support is intended for narrow, specific topics and is not a replacement for a dedicated, on-site or remote consulting engagement to address systemic, architectural, or wide- ranging subjects.

MariaDB Corporation Subscriptions Services Policies - Version 1.01 © 2018 MariaDB Corporation Ab. All Rights Reserved. GSA Approved 28-Feb-19 The MariaDB Subscription Services Engineer will provide assistance resolving performance problems caused by server configuration, poorly performing queries, table definitions, indexing strategies, storage engines, and more, suggesting changes and identifying alternative implementations suited to a particular environment.

MariaDB Subscription Services Engineers can review source code to assist with following best practices and ensuring code correctness regarding the various client APIs, stored procedures and server extensions, recommending changes as necessary to support particular needs.

Remote Login Support (Remote DBA)

A MariaDB Remote DBA subscription provides remote login support as well as the following services listed below. The main distinguisher between AX/TX Support and AX/TX Remote DBA is that the Remote DBA has the ability to log into your environment and do the work for you. AX/TX Support (non RDBA) will walk you through the needed resolution steps via communication within the Customer Support Portal through the support ticket which you have raised.

Standard Platinum Subscription Subscription

Installation of monitoring and alerting solution ✓ ✓

Real-time chat service ✓ ✓

Telephone support as necessary (limitations apply) ✓ ✓

Initial environment and configuration review ✓ ✓

Database configuration recommendations ✓ ✓

Backup configuration and monitoring (limitations apply) ✓ ✓

Review and recommend best practices ✓ ✓

Database recovery assistance ✓

Backup verification via automatic restore (limitations apply) ✓

Replication setup, configuration, and repair ✓

Schema changes and migrations ✓

Query optimization and tuning assistance ✓

Quarterly security and performance audits as requested ✓

Semi-annual architecture review as requested ✓

Other database administration–related tasks as agreed ✓

Connectivity The MariaDB Remote DBA team prefers the use of SSH jump boxes. The use of a VPN is also acceptable. Screen sharing applications such as WebEX are not acceptable for Remote DBA offerings

Server and Database Accounts It is preferred to have one vendor account for server and database access (and VPN if required). However, certain security regulations may prevent this (PCI, HIPAA, etc). In those circumstances, individual accounts for each Remote DBA will be necessary. The customer is responsible for timely creation of accounts for Remote DBAs. No SLAs or 24x7 coverage can be guaranteed for customers requiring individual logins. Additionally, the use of SSH keys and/or two-factor authentication (Authy, Google Authenticator, RSA SecurID, etc) is highly recommended.

Monitoring and Administration Tools The MariaDB Remote DBA team requires a server within the customer's infrastructure for monitoring and other utilities. This can be the same server as the SSH jumpbox.

Geographical Restrictions If a customer has a geographical restriction (only MariaDB Remote DBAs from US, EU, etc), then business hours coverage only.

Telephone Support

For S1 emergency production outages, customers may request that a MariaDB Subscription Services Engineer make contact by telephone. Resolving technical issues generally requires analysis of system logs and other data that must be transmitted via email and file attachments to the support issue rather than by telephone. Including this information when reporting the support issue dramatically hastens the process of resolving the problem and restoring production functionality.

Issue Severity and Service Level Agreements

All issues are assigned a severity level (S1-S4) reflecting the impact to production operations. This is set initially by the technical contact when reporting a new issue via the Customer Support Portal, and MariaDB Subscription Services Engineers will help to ensure that the issue

MariaDB Corporation Subscriptions Services Policies - Version 1.01 © 2018 MariaDB Corporation Ab. All Rights Reserved. GSA Approved 28-Feb-19 receives an appropriate rating. Each severity level has a corresponding Service Level Agreement (SLA).

Severity Description Response Time

S1 Catastrophic problem that severely impacts the ability to conduct 30 minutes 24x7 business. This means that production systems are down (completely non-responsive or not functioning) and no known workaround exists.

S2 High impact problem in which production operations are disrupted 2 hours 24x5 but remain somewhat productive or have an available workaround.

S3 Medium or lower impact problem that involves partial loss of non- 4 hours 24x5 critical functionality. This may be a minor issue with limited or no loss of functionality or impact to production operations. This includes administrative requests and errors in product documentation.

S4 Low level problem that does not significantly affect system function 8 hours 24x5 or operations. This includes new feature requests.

In exceptional situations, MariaDB Subscription Services may elect to assign an S1 or S2 Severity level for failures on non-production systems based on the overall business impact. MariaDB Subscription Services may change the severity of an issue based on the guidelines above at the discretion of the assigned MariaDB Subscription Services Engineer.

Escalation Requests

Customers may request escalation of a specific support issue directly within the Customer Support Portal by clicking the Escalate Issue link at the top of any issue details page, then selecting the type of escalation and supplying other relevant information. Available escalations include: ● Emergency Callbacks for S1 emergency production outages ● Higher Priority Handling when an issue has become more serious than reported ● Engineer in Different Timezone

Supported Products

Product MariaDB MariaDB MariaDB Add-on TX TX Cluster AX

MariaDB Server ✓ ✓

MariaDB Cluster with Galera ✓

MariaDB MaxScale ✓ ✓ ✓

MariaDB ColumnStore ✓

MariaDB Backup ✓ ✓

MariaDB Client Library for C ✓ ✓ ✓

MariaDB Client Library for JDBC ✓ ✓ ✓

MariaDB Client Library for ODBC ✓ ✓ ✓

MariaDB Audit Plugin ✓ ✓ ✓

MariaDB PAM Authentication Plugin ✓ ✓ ✓

MariaDB Monitoring ✓ ✓ ✓

MariaDB Admin ✓ ✓ ✓

Eperi Key Management Plugin ✓

Amazon Key Management Plugin ✓

Severalnines ClusterControl Enterprise ✓

Spider Storage Engine (10.3+) ✓

MyRocks Storage Engine (10.3+) ✓

Supported Storage Engines

Storage Engine 5.5 10.0 10.1 10.2 10.3

Aria ✓ ✓ ✓ ✓ ✓

Blackhole ✓ ✓ ✓ ✓ ✓

InnoDB ✓ ✓ ✓ ✓ ✓

Memory ✓ ✓ ✓ ✓ ✓

MyISAM ✓ ✓ ✓ ✓ ✓

MyRocks ✓

Spider ✓

XtraDB ✓ ✓ ✓

Supported Plugins

Storage Engine 5.5 10.0 10.1 10.2 10.3

Audit Plugin ✓ ✓ ✓ ✓ ✓

Auth Socket ✓ ✓ ✓ ✓ ✓

AWS Key Management ✓ ✓

Client Statistics ✓ ✓ ✓

Cracklib Password Check ✓ ✓ ✓

Dialog ✓ ✓ ✓ ✓ ✓

ed25519 ✓

Feedback ✓ ✓ ✓ ✓ ✓

File Key Management ✓ ✓ ✓

GSSAPI Authentication ✓ ✓ ✓

Index Statistics ✓ ✓ ✓

Locales ✓ ✓ ✓

Metadata Lock Info ✓ ✓ ✓

MySQL Clear Password ✓ ✓ ✓ ✓ ✓

Named Pipe ✓ ✓ ✓

PAM Auth ✓ ✓ ✓ ✓ ✓

Query Cache Information ✓ ✓ ✓

Query Response Time ✓ ✓ ✓

Semisync ✓ ✓ ✓

Sequence ✓ ✓ ✓

Simple Password Check ✓ ✓ ✓

SQL Error Log ✓ ✓ ✓

Table Statistics ✓ ✓ ✓

Unix Socket Auth ✓ ✓ ✓ ✓ ✓

User Statistics ✓ ✓ ✓

Additional Information

Contact Sales for more information regarding available MariaDB Subscription Services.

Consulting services and commercially reasonable “best effort” Support services for additional products and technologies may be delivered at MariaDB Corporation's discretion.

The overall level of support available for a particular product and platform combination may vary from version to version.

Support for legacy versions of products that no longer receive Engineering Support may require an additional fee. Contact Sales for more information regarding support for legacy products.

Support for issues specific to a platform that lacks Engineering Support may be limited to problems that can be reproduced on a platform that has Engineering Support. Examples include those platforms that have reached their maintenance end of life (such as RHEL 3 and Windows

MariaDB Corporation Subscriptions Services Policies - Version 1.01 © 2018 MariaDB Corporation Ab. All Rights Reserved. GSA Approved 28-Feb-19 2000 Server), and platforms for which we or our partners do not produce supported product binaries (such as FreeBSD).

MariaDB Subscription Services are not available for products on the POWER platform. MariaDB Corporation will make every commercially reasonable effort to work with other product and platform vendors to resolve issues affecting our supported products.

MariaDB is distributed under the GPL license, version 2.

The MariaDB client libraries for C, Java and ODBC are distributed under the LGPL license, version 2.1 or later. The LGPL license allows you to distribute these MariaDB client libraries freely with any application.

The MariaDB client library included with the MariaDB server is also GPL version 2, but has a FLOSS exception that allows you to combine it with most other open source software, without conflicting with their license, even if that license is incompatible with the GPL. We do however recommend you to use the new client libraries for any non-GPL application.

Internal usage is free

The GPL license only affects code that you distribute to other parties.

Internal usage within an organization is totally free and not subject to any conditions. There is no such thing as 'internal distribution' that would restrict the usage of your code by requiring it to be GPLed.

Connecting to a remote service that runs MariaDB (or any other GPL software) in the background is also free.

For internal programs for which you own all the copyright(s), there is essentially no risk in using GPL software. The argument you can use in your defense is that if the software became GPL as part of the distribution, you as the copyright holder could immediately revert your part back to its original copyright. No one has the right to require you to reveal or redistribute your code to the outside of your organization even if you would have distributed it internally linked with GPL software!

If your lawyers are concerned about distributions of software linked with GPL libraries between different legal entities within your organization, you can solve this by distributing your components and the GPL software separately, and have your other entity combining them. You can also switch to use the new LGPL client libraries.

Distributing an application with a MariaDB connector/client

This section is for those that want to distribute the MariaDB client library code, but not the server, with their applications.

Free software/open source applications

If your application is Free software/open source and uses one of the licenses listed in the FLOSS exception, the GPL in the client library does not affect your application.

In other cases we recommend you to use the new LGPL client libraries.

If you are using a connector that is not GPL, the license of that connector may apply. Some examples are:

 MySQL native driver for PHP - mysqlnd  ruby-mysql  LGPL client libraries or C, Java and ODBC.

The above have licenses that allow you to use them freely, without you being bound by the GPL. Nothing herein shall bind the Ordering Activity under GSA Schedule Contracts to any connector Third Party license terms unless the terms are provided for review and agreed to in writing by all parties

Using a database source independent framework

If you are using a framework that allows you to connect dynamically to different RDBMS systems, any GPL licensed module loaded by the framework will not affect the application. Such frameworks are

 ODBC (Open Database Connectivity)  JDBC (Java Database connectivity)  Perl  PHP PDO MySQL driver

The reason the GPL in the MySQL client library would not affect your application in this case is that the GPL client is supporting a standard interface and is thus merely an optional component among many. Your application could just as easily use the framework to connect to a RDBMS other than MariaDB or MySQL.

Any software can be connected to the GPL v2 licensed MySQL Connector/ODBC, without the need for that software to be GPLed. This is because there is a piece of general management software, the ODBC manager, between the GPLed MySQL Connector/ODBC and your software. If any logic would require the software which interfaces with MySQL Connector/ODBC to be GPL, then that would apply also to the ODBC manager itself. Yet, the ODBC manager is not GPL, neither on Windows nor on Linux. By consequence, no one would be allowed to use MySQL ODBC driver for anything.

Using the MariaDB client library for C

If your application is using a license that is not covered by the FLOSS exception, then you should use the new LGPL client libraries or C.

The LGPL license allows you to distribute these MariaDB client library freely with any application. If you modify the client library, you need to publish the new source code.

Distributing a proprietary application with the MariaDB / MySQL server

If your application works with many databases, either natively or by using one of the database source independent frameworks, then you can freely distribute the MariaDB server with your application without being affected by the GPL. The reason for this is that MariaDB would only be an optional, independent component in your software distribution and section 2 of MariaDB Corporation Subscriptions Services Policies - Version 1.01 © 2018 MariaDB Corporation Ab. All Rights Reserved. GSA Approved 28-Feb-19 the GPL explicitely allows this:

"In addition, mere aggregation of another work not based on the Program with the Program (or with a work based on the Program) on a volume of a storage or distribution medium does not bring the other work under the scope of this License."

Nothing herein shall bind the Ordering Activity under GSA Schedule Contracts to any GPL license, LGPL license, or any other Third Party terms unless the terms are provided for review and agreed to in writing by all parties. You also have the option to buy licenses for MySQL from Oracle to get MySQL under other copyright terms. If you would like to later be able to use MariaDB instead of MySQL, please ensure that your license agreement allows you to make changes to the MySQL code! (This is something that you should ensure in all cases as otherwise you may run into bugs that Oracle will not fix, you are not allowed to fix and could make MySQL software unusable for you!)

The rights to use the MariaDB code changes in your application can be requested from SkySQL.