The document discusses Open Source Software Assurance (OSSA), which provides support services for open source software. OSSA offers packaging, configuration management, maintenance, bug fixing, and contributions for over 390 supported software. It has over 15 years of experience and 80 experts. OSSA integrates fully into the open source ecosystem and supports communities and independent software vendors. It provides an industrialized solution with automated builds, a reference platform, and a ticket management system.

1. Open Source Software Assurance
Your contact :
LINAGORA
80, Roque de Fillol street
92800 Puteaux France
+33 1 46 96 63 63
info@linagora.com

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. 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. OSSA : a central point for Open Source software governance
4

5. OSSA : A software editor business
Communities
Visible steps for the Customer,
taken into account by the OSSA
5

6. OSSA : An industrial offer
6

7. TOSCA : Ticket management
Back office tools to manage Software Assurance
Tools
Platform of compilation
and industrialization
Platform of integration
7

8. TOSCA : Ticket management
Kind of Ticket
Different actions
on ticket
Search & Filters
Help
8

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. Follow up of Contributions
A contribution can be related to a ticket
10

11. OSSA : More than 390 softwares under support
13

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. OSSA : Manage your assets
Releases
0.5
Community Release
0.4
0.3
0.2
Assured Software Release (ASR)
0.1
Time
15

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
http://www.08000LINUX.com/
contact@www.08000LINUX.com
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. 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. 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. OSSA : A skilled network
19

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
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55
O
ffi
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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. Escalation process
21

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. 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
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22. THANK YOU !