I don't think there's a useful answer to this question: is open-source software support better than closed-source software support? While I believe that open source aligns vendor interests with customer interests, I don't think that this necessarily translates into world-class support. At the end of the day, people and process create excellent support organizations. Source code access is an important but not the defining factor in how good support is.
Why do I bring it up? Well, I didn't. Michael Coté over at Redmonk did. Mark Hinkle of Zenoss then followed up, and adds insight into how open source is changing the nature of support:
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During my trip to Raleigh, I was fortunate to catch up with Iain Gray, vice president of Global Support Services at Red Hat. With my Alfresco hat on, I wanted to find out how Red Hat manages support, and with my CNET hat on, I wanted to share that insight.
Specifically, I wanted to get Iain's perspective on how open-source support differs from support in the proprietary software world. (You can tune in to a Red Hat video of Iain talking about this topic, too.)
Iain brings to Red Hat over a decade of support and services experience honed at Sun and SCO Group (back when it was a Unix company, not a law firm). As such, the obvious question was...
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