Open source support: The facts behind the myth
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Transcript of Open source support: The facts behind the myth
1© 2015 Rogue Wave Software, Inc. All Rights Reserved. 1
Rod Cope, CTOJustin Reock, lead architect &
director of support services
Open source support: The facts behind the myth
2© 2015 Rogue Wave Software, Inc. All Rights Reserved. 2
Presenters• Rod Cope, CTO
Rogue Wave Software
• Justin Reock, lead architect & director of support servicesRogue Wave Software
3© 2015 Rogue Wave Software, Inc. All Rights Reserved. 3
Agenda• Background• Open source support data• All about OSS support• Case study• Best practices• Rogue Wave OSS support• Summary• Q&A
4© 2015 Rogue Wave Software, Inc. All Rights Reserved. 4
Background
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Open source support data
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All about OSS support
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Rogue Wave OSS support
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We support the best of OSS
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Support levelsGold
24 x 7 (around the clock)
Severity level 1• Initial response:
1 hour• Solution/workaround:
72 hoursSeverity level 2• Initial response:
1 hour• Solution/workaround:
5 business daysSeverity level 3• Initial response:
4 hours• Solution/workaround:
30 business days
Phone / email / online
See list
Unlimited
Hours
Service level agreement(subject to change)
Problem submissionSupported packages
Number of named contacts
Silver
12 x 5 (8am – 8pm MDT)
Severity level 1• Initial response:
4 hours• Solution/workaround:
5 business daysSeverity level 2• Initial response:
4 hours• Solution/workaround:
30 business daysSeverity level 3• Initial response:
4 hours• Solution/workaround:
30 business days
Phone / email / online
See list
Unlimited
21© 2015 Rogue Wave Software, Inc. All Rights Reserved. 21
Summary
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Summary
• Real support numbers tell the tale• Top packages: Apache HTTPd, Apache Tomcat, Wildfly/JBoss
• Be proactive, know where OSS is used, keep up to date• Rogue Wave offers 24 x 7, enterprise-class support
• Unfettered access to Tier 4 OSS architects
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Try it now: One free support ticketPut us to the test
• Guaranteed SLAs with all support contracts• Access to open source expert consultants• Trouble complex issues and get answers to
your OSS questions• Ensure consistent uptime for critical
applications
http://www.roguewave.com/freeticket
24© 2015 Rogue Wave Software, Inc. All Rights Reserved. 24
Q & A
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See us in action:
www.openlogic.com
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