Open source support: The facts behind the myth

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Rod Cope, CTOJustin Reock, lead architect &

director of support services

Open source support: The facts behind the myth

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Presenters• Rod Cope, CTO

Rogue Wave Software

• Justin Reock, lead architect & director of support servicesRogue Wave Software

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Agenda• Background• Open source support data• All about OSS support• Case study• Best practices• Rogue Wave OSS support• Summary• Q&A

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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

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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

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Q & A

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See us in action:

www.openlogic.com

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