Everything you need to know about your open source support contract

1© 2017 Rogue Wave Software, Inc. All Rights Reserved. 1
Open
Source Support
Everything you need to know about
your open source support contract

Introduction
In this webinar, we’ll cover:
• How to contact support
• The best ways to use your support
• Our support process
• The OSS products we support
• Value adds like OpenUpdate and our
Security Notification
• What other services we offer to help with
your OSS implementation

Growth of open source
Use of open source continues to grow
at a fast pace!
90% of companies use
OSS components in
commercial software
(Gartner)
>80% of a typical Java
application is open-
source components and
frameworks
(TechCrunch)
11 million developers
worldwide make 13
billion open source
requests each year

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on-demand

Innovation drives open source adoption
 Open source components provide critical functionality
 Improves developer productivity
No license fees
 “More eyes” improves quality & security
Leveraged development effort
 Apache, Tomcat, Wildfly, Jakarta Commons, jQuery
 Communities continuously improve features
Mature, commoditized applications and libraries
Community peer review

Open source crossed the chasm
99%
of Global 2000 companies are using open
source in mission critical applications

Industry wide usage of open source
Financial Services Telecom Gov’t / Defense Technology Other Verticals

Overview of services
Rogue Wave Open Source Support includes
• Service level technical support commitments
• One number/email to contact for support on covered open source
packages (we support hundreds of packages)
• A seamless means for submitting bug fixes to open source
communities
• Anonymity in communication with open source communities
• Patches and hotfixes for the CentOS operating system, ahead of the
community
• Immediate access to Tier 4 Enterprise Architects
• Our email digests, Open Update and Security Notification
8

Manage the risk of open source support

We’re your partner!
• Customers who get the most value out of our service don’t just call us
when things are broken
• Remember that we’re Tier 4 enterprise architects, and you can use us
for a lot more than just outages
• You are entitled to short duration advisory support as well, so feel free
to ask us things like:
– Questions about implementation best practices
– Concerns about security vulnerabilities
– How do I use this new library or feature?
• We like to think of ourselves as extensions of your existing development,
ops, or IT departments
• Remember that our contracts offer unlimited incident submission, and
unlimited named contacts within your organization – use us as much as
you need to!

Open source support
Support offerings range across the top open source projects. We help
customers:
 Avoid downtime and wasted cycles
 Navigate complex OSS packages requiring broad and deep expertise
 Mitigate risks and development pitfalls
 Receive formal, instructor-led training across several OSS packages
 Gain the peace of mind that comes with 24X7 support coverage

We help our customers answer

We support the best of open source

Top packages

Rogue Wave OSS value stack

Rogue Wave CentOS enhanced
support
• Hotfix/Patch support providing fixes before the community edition
• Out-of-the-box security hardened as well as standard CentOS
• Our security hardened images conform to both Center for Internet
Security (CIS) and OpenSCAP benchmark standards
• Open Linux binaries with no vendor lock-in
• Better SLA than Linux vendors (overall response time)
• We offer vendor-neutral, unbiased expert advice on Linux
• We provide direct access to enterprise architects
• Our support includes the open-source cloud stacks on Azure and AWS

Support levels and SLAs

Operating hours and response times
Support Hours
Problem
Submission
Initial
Response Time
Business Hour 8 ET to 5 PT, Mon to Fri Phone or email 4 hours
24 x 7 24 x 7 Phone or email 1 hours
Severity Initial Response Workaround Permanent Solution
Level 1 4 hours 5 business days Best effort for scheduled release
Severity Initial Response Workaround Permanent Solution
Level 1 1 hours 72 hours Best effort for next release or patch
Level 2 1 hours 5 business days Best effort for next release
Business Hour Service Levels
24x7 Service Levels

Support process
• Reporting an Issue
– Phone, Email, or Web
– Phone highly recommended for critical issue
• Initial Action
– Entered into Rogue Wave OSS tracking system – ticket number assigned
– An Rogue Wave OSS Enterprise Architect assigned providing you with a single
point of contact for diagnosis, analysis and resolution
• Process Flow
– Open state through an In Progress state to an eventual Closed state
• Waiting state, information is gathered by the customer or potential solutions
are verified by the customer
• Closed state, once you confirm resolution, two weeks since resolution
provided, or if you retract issue
– Reopened state if the problem re-occurs, or additional follow up is necessary
1
9

Prioritizing Issues
• Tell us the priority
– The environment (QA vs. Production)
– Why a fast response is expected
• Severity of issue
Sev 1 - an issue that severely affects the overall performance of the software
function or process and business operations are affected
Sev 2 – an issue that materially affects the overall performance of the software
function or process resulting in noticeably impaired performance, but business
operations are not affected
Sev 3 – an issue that does not materially affect the overall performance of the
function or process, but limits usability or affects completeness
2
0

Submitting Issues
• Provide priority and severity of issue
– All issues treated as low priority if information not supplied
• Summary/Description of issue
• Issue reporter and contact information
• Issue details, including:
– Full description of behavior
– Steps to reproduce the issue
– Any customization or source code changes that have been made
– Operating environment details: logs, product versions, OS, etc.
• Type of issue: question, defect, improvement, request
2
1

Support process
What goes into the resolution?
• We provide all info to the community needed to
fix the bug
• Includes unit test cases
• Can also include development direction
• Communities want to fix bugs, and our legwork
turns these fixes into low hanging fruit for them
• This can expedite the resolution considerably
Receive and validate
the issue
Research / replicate
the issue
Marshal the bug to the
community / find a
workaround in the
mean time
Deliver the solution
Come up with a
solution based on our
knowledge of the
product and source
code

Technical support contact information
• OSS technical support can be reached using the
following information:
– Email
• support@openlogic.com
– Telephone support
• 1-(866)-399-6736
– Web
• https://olex-secure.openlogic.com/
2
3

Open Update dispatch newsletter
• Open Update notification
– Weekly
– Highlights critical releases
• Security update
– On-demand
– Highlights security vulnerabilities
2
4
Let your account manager know if you need to be added to our distribution list –
anyone in your company is eligible to receive it!

Open source consulting
Architecture reviews on implementation and best practice
Informal workshops for education and project assessment
Performance tuning and optimization
Green field implementation of new infrastructure
Assistance with upgrading existing products
White papers and technology write-ups

Open source training
• We love sharing knowledge, we do it internally, and we are very proud of
our customer training
• Our formal training consists of on-site, instructor-led classroom training
• We currently offer this level of training in:

Wrap-up and Q&A
• Feel free to use Support as your point of contact for all
issues (sales, support, general OSS questions)
• Q&A
2
7

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Everything you need to know about your open source support contract

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