> From: [email protected] [mailto:opensolaris- > [email protected]] On Behalf Of Ken Gunderson > > You seem to be operating under the delusion that a commercial support > contracts are magic bullets for protection from unplanned outages. > Let me assure you in reality it is far from it. Indeed, in many > instances in house experts can offer more expedient resolutions, > especially for issues that don't qualify at the highest levels, e.g. > 'Priority 1' of the SLA. If it's my itch I'm motivated to scratch it. > First hand experience doing exactly that with both Oracle and Red Hat > (since those two seems to get frequent mention as examples). I think a > big part of the impetus, indeed if not the primary reason many > enterprises commit to support contracts is for the indemnity aspect - > in other words, somewhere else to point the finger if/when something > goes horribly wrong. This can be as simple as saving a > sysadmin/engineers job to saving a company from bearing sole liability > arising from costly lawsuits. Commercial support contracts are not the > holy grail.
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