Open Source Support

OpenLogic
Open Source Support

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

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 truly crossed the chasm

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

OSS: The good, the bad and the ugly
• Open source software is “Free as in free speech, not free as in free
lunch”
• Your business wants to take advantage of the benefits of OSS, but,
how do you manage the risk?
• Poor documentation, incorrectly advertised features, major security
vulnerabilities, and difficulty attaining internal knowledge can turn the
dream of a low-cost enterprise infrastructure into a business
nightmare.
• When OSS misbehaves in your critical infrastructure, the damage
could end up costing more than commercial solutions

How is open source different from the rest
• Open source software does not come with commercial support
– you are dependent upon the OSS communities to provide you help
and fixes
• Who do you call when your “Mission Critical” open source application has
an issue?...“No throat to choke”!
• Navigate complex OSS packages requiring broad and deep expertise
• Developers do not have anyone to help with risks and development pitfalls
• Developers have to negotiate wasted cycles and downtime while waiting for
fixes from the community
• No formal training provided on the OSS package

Real costs of open source
9

Manage the risk of open source support

OSS Support Stack

Open source support
Support offerings range across hundreds of open source products. 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

OpenLogic Support Customers

What makes us unique?
• The only one-stop shop for full stack enterprise OSS support
• We provide direct access to enterprise architects and thought
leadership
• We support community and vendor builds of open source
• We support open source on Linux and proprietary environments
(e.g. Windows, AIX)
• Better SLA than Linux vendors (overall response time)
• We offer vendor-neutral, unbiased expert advice on OSS
• One number to call, one throat to choke

We support the best of open source

Top packages

OpenLogic CentOS enhanced support
• 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

We know open source
We are OSS experts.
Direct access to an Architect. The quality of our
staff and the scope of our expertise makes Rogue
Wave support unique in the industry and a truly
premium offering.
We consider the entire enterprise ”stack”,
including operating systems, app servers,
proxy servers, databases, middleware, and
development libraries when helping our
support customers.
Our support team is staffed with Enterprise
Architects with rigorous standards for hiring and
continued performance.
We solve big problems.

Access expert support
• To put it simply, we are the best in the industry at what we do
– No one offers the level of group-driven expertise in as wide a range of
open source packages as our team
• When you buy support from us, you’re getting the support of an entire
team of thought leaders and OSS evangelists
– Our team is collaborative, we work together as
a group of experts on the problems we encounter
• Our competitors:
– Customers are triaged by lower level people, slowing things down
– The vendor doesn’t have the broad range of knowledge
– The vendor doesn’t have architect-level expertise

24 x 7 coverage
• We have architects on-call available 24x7
– This is another important distinction of our team
• Connect directly with an expert without wading through a lower tier of
support
• How well does it work? Let’s ask our customers:
Tomcat connector woes – A major U.S. financial company
“A major production application is facing severe performance
issues where multiple teams around the globe are not able to
access the application. Rogue Wave is able pinpoint the Apache
AJP limit protocol and helped us to migrate to http protocol which
resolved the issue.”

Case study - How prepared are you?

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 a week of on-site, instructor-led classroom
training
• We currently offer this level of training in:

Support Process
• What goes into the resolution with the customer?
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
• 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

Support Levels - SLAs

Why Rogue Wave OSS Support
• Only vendor offering truly enterprise-class support across hundreds of OSS
packages
• Our competitive SLAs ensure that you receive support right when you need it
• Direct access to an enterprise architect on call, and never be triaged through a lower
tier of support
• Our architects can take into account your entire enterprise stack while
troubleshooting, not just a single focus on a small pool of products
• If we encounter a bug during troubleshooting, we can marshal that bug to the
community and expedite its fix, while in the mean time suggesting a viable
workaround
• When you submit an incident to us, you receive the collective support of an entire
team of architects, as we collaborate to solve your problem
• Our architects can interact with a range of your key business roles, including
developers, IT managers, analysts, administrators, and other architects
• The Rogue Wave support team maintains rigorous standards for hiring and
continuing performance
• Our team can also act as consultants and trainers, delivering architecture reviews,
developer workshops, and full classroom instructor led training on products (via
Rogue Wave’s Consulting Services option)

QUESTIONS?

Open Source Support

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Editor's Notes