Open Source Software Assurance by Linagora


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Discover our Open Source Software Assurance - FLOSS support service.

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Open Source Software Assurance by Linagora

  1. 1. Open Source Software Assurance Your contact : LINAGORA 80, Roque de Fillol street 92800 Puteaux France +33 1 46 96 63 63
  2. 2. What Is OSSA ? : Open Source Software Assurance A hardened offer An industrial turnkey solution More than 8 years of experience with key accounts Support platform (TOSCA) Automated build of software packages Reference platform to reproduce issues An end-to-end offer Packaging and configuration management Maintenance Bug Fixing Industrialization Contributions An offer fully integrated into the Open Source ecosystem Communities (Ubuntu/Debian, LibreOffice, Apache, OpenLDAP ...) … and ISV (Red Hat, Ingres, Liferay, Alfresco, Primekey ...) 2
  3. 3. OSSA : community support invented by LINAGORA 15 +10 Years of existence Persons dedicated to the support +35 Prestigious Clients +6 000 Technical facts managed A catalog of 400 supported software +400 +80 Experts LINAGORA that you can benefit from Software contribution on major Open Source projects 3
  4. 4. OSSA : a central point for Open Source software governance 4
  5. 5. OSSA : A software editor business Communities Visible steps for the Customer, taken into account by the OSSA 5
  6. 6. OSSA : An industrial offer 6
  7. 7. TOSCA : Ticket management Back office tools to manage Software Assurance Tools Platform of compilation and industrialization Platform of integration 7
  8. 8. TOSCA : Ticket management Kind of Ticket Different actions on ticket Search & Filters Help 8
  9. 9. TOSCA : Ticket management General Information Beneficiary of the contract Team related to the contract Details of the commitment Scope of the contract 9
  10. 10. Follow up of Contributions A contribution can be related to a ticket 10
  11. 11. OSSA : More than 390 softwares under support 13
  12. 12. Definition for an Assured Software Release (ASR) 1 Assured Software Release 1 ASR 1 ASR 1 ASR Build Platform Reference Platform One version of source code leads to the creation and maintenance of multiple binary versions of software packages 14
  13. 13. OSSA : Manage your assets Releases 0.5 Community Release 0.4 0.3 0.2 Assured Software Release (ASR) 0.1 Time 15
  14. 14. OSSA : Principle of operation INITIALIZATION OF SERVICE INITIALIZATION OF SERVICE Duplication of the platform to ensure Implementation of the Service Quality Plan SERVICE OPERATION SERVICE OPERATION Commitment of resources - Commitment for recall under 1 H CORRECTIVE MAINTENANCE CORRECTIVE MAINTENANCE Commitment for results in workaround, fixing, optionally on the contribution Critical SLA Non Critical SLA Simple software Simple software Complex software Complex software Without SLA Evaluation By Assured Software Release Foundation / /distribution (including various softwares and their inter-dependencies) Foundation distribution (including various softwares and their inter-dependencies) 16
  15. 15. Description of the initialization phase This phase generally lasts one calendar month, and contains the kickoff of the service support services and of the associated tasks, in particular : ● initialization of the 08000LINUX account ; ● ● ● creation of accounts for beneficiaries  ; training of beneficiaries (assuming 10 recipients) to use the 08000LINUX platform ; retrieving the lists of software, of their respective versions, and of their context of usage ; ● ● within the production infrastructure of Linagora, creation of test environments identical to the operating context of the final customer ; ● ● ● ● retrieving of patches, if the case occurs, applied by the client on softwares. Then creation of certified binaries ; server provisioning if necessary ; writing the Service Quality Plan (SQP), including the validation of procedures for support and escalation ; writing the Service Level Agreement (SLA), including the validation of procedures for support and escalation ; organization of minimum two physical meetings (one in the customer's premises, one in LINAGORA) for the presentation of the teams and support processes. 17
  16. 16. Implementing the service ● Access to the service ● Ecosystem involvement – Survey of patches and versions – Involvement in community events (financial, time, resources) – Participation in international community conventions (OSCON, FOSDEM, RMLL, Linux World, LdapCon, DrupalCon, FedoraCon, Red Hat Summit etc….) – Participation in international professional events (OpenSourceThink Tank as an example) ● Other overheads related to the efficiency of the OSSA 18
  17. 17. OSSA : A skilled network 19
  18. 18. Technology coverage (including partner's competencies) 9 24 19 31 22 7 42 35 53 40 56 50 40 35 21 31 25 35 32 16 31 50 34 48 52 44 44 es ui Su te pe Ne s rv t w isi or on k / O too pe ls ra ti o n Se cu ri ty D ir to ec ol to s ry & gr ou K W pw no eb ar w p e le or dg t e m als an , ED in ag M de em , xi en ng t an d se ar ch 23 O S a so nd ftw re ar lat A pp es ed lic at io n se & La rv pr ng er es ua s en ge ta s& tio n fr am ew or ks simple 55 O ffi c Standard user Utilisation 25 BD Spécialiste Specialist ou Or utilisation advanced user avancée 35 SG Expert Expert ou Or contributeur contributors X X : Number of related competencies 20
  19. 19. Escalation process 21
  20. 20. Service Level Agreements → For Critical SLAs Actions Critical Defects Major Defects Ticket Acknowledgment 1 WH 1 WH Feedback (information, answers) 1 WD 1 WD Restoration (workaround or resolution) 1 WD 5 WD Correction (full resolution) 5 WD 20 WD Critical Defects Major Defects Ticket Acknowledgment 1 WH 1 WH Feedback (information, answers) 1 WD 1 WD Restoration (workaround or resolution) 5 WD 20 WD Correction (full resolution) 20 WD 60 WD WH : Working Hours / WD : Working Days → For Non Critical SLAs Actions WH : Working Hours / WD : Working Days 22
  21. 21. OSSA : possible Options Dedicated TAM Dedicated TAM Assignment of a dedicated Technical Account Manager, including a monthly meeting Strategic surveys Strategic surveys Specific requests concerning software or software domain Recurring surveys Recurring surveys Monthly community & software reviews New software features New software features Coaching, training Coaching, training ... ... Additional software developments in supported perimeters In house training on supported softwares Any specific requests in the form of work units and purchase orders 23
  22. 22. THANK YOU !