This is a discussion on [News] Open Source Adoption and Hesistance Caused by Support Perceptions - Linux ; Support issues top OSS concerns ,----[ Quote ] | Worries about support issues is the number one barrier to the adoption of | open-source software by organizations in the Asia-Pacific region, say senior | executives from Sun Microsystems. `---- http://www.zdnetasia.com/news/softwa...2033733,00.htm ...
Support issues top OSS concerns
,----[ Quote ]
| Worries about support issues is the number one barrier to the adoption of
| open-source software by organizations in the Asia-Pacific region, say senior
| executives from Sun Microsystems.
So it's not readiness, but the *perception* that support is not there, which is
false. With the source code, the user is also in charge. Open Source
businesses make their *living* off support, which is why it support *is*
Which is better for technical support
,----[ Quote ]
| I have found in general that with open source support you often get
| more than what you pay for but with closed source support, by some of
| the biggest names in software, the support is often lacking in the
| value department. With open source asking for support has generally
| resulted in a solution within a week and I have never paid for it.
| However with closed source companies I have open tickets that have
| not been resolved in months. With open source I can communicate
| directly with the author(s) of the program and work closely with
| them to find a solution. Closed source on the other hand has just
| requested information, verified the bug and then informed us that
| the solution may be available in the next release of the program.
Microsoft's Genuine Advantage
,----[ Snippet ]
| A lot of managers are afraid to use Open Source Software, because it
| doesn't come with any support. Of course that isn't true. It is a classical
| piece of FUD. And then again, how much is support worth?
| MS: Â* Microsoft Support. Good morning, sir. Can I help you.
| IC: Â* Windows displays some strange message on my screen.
| MS: Â* What's the message, sir.
| IC: Â* ReadStringFromInf: UpdSpGetLineText failed: 0xe0000102; Microsoft
| Windows is Not Present
| MS: Â* May I have your product key, sir.
| IC: Â* [gives completely valid product key]
| MS: Â* Ok, sir. Can you please reboot your PC?
| IC: Â* Will that solve the problem?
| MS: Â* Please reboot your PC, sir.
| IC: Â* Ok, ok, wait a minute.
| MS: Â* Please call us again if you eXPerience any more problems. Have a
| nice day, sir. [click]
I work for MS but even I struggle to get a hot-fix
,----[ Quote ]
| The problem took 260 minutes to resolve from start to
| finish and an estimated 90 minutes of Ledgard's time,
| not including the time it took to write-up his problems...
| Still, the frustrations experienced by Ledgard give
| a salutary lesson that Microsoft's online product
| support is mediocre, at best, and will surely strike
| a chord with many long-suffering sys admins.