From: Laszlo Beres <[email protected]> >That's why I wrote that we are ready to elevate our support contract
> to a "developer" level. Please define this "developer" level Service Level Agreement (SLA)? Do you have a link? Or did someone sell you on it? Red Hat offers many Service Level Agreements (SLA), and even "developer" products and support agreement, but I do not believe this "developer" offers what you believe it does. Or are you referring to software from Independent Software Vendors (ISV), and the Red Hat ISV program? In fact, is this software even open source? Third party closed source? Home brew? > Sure, but this package won't be supported by Red Hat - and we have > this internal requirement. Red Hat engineering and product management releases software, and then Red Hat support services supports it. If it does not go through the Red Hat engineering and product management lifecycle, I do not believe there is any option to support it with Red Hat support services. ;) So we're back to the varying definitions of "developer" support. ;) > I agree that providing extra packages would require extra resources, > but I'm certain that there are many customers in the world who need > supported (and this is the keyword) custom solutions. Yes, Red Hat offers professional services. But those are completely separate from to Red Hat engineering and support for the most part. Professional services can assist, even advocate, an engineering effort. But the engineering and product management has a completely different set of criteria for inclusion, typically much, much more stringent. Now there is a portion of the Red Hat support services which offers Technical Account Managers (TAM). TAMs can do many things. They are also the best advocates to get software into the hands of engineering and argue for product inclusion. However, they are still not product support, and until it goes through engineering and product management, it is not support was part of the product. That's what consulting and TAMs are referred to as professional services. I do not know of any software company that works otherwise. -- Bryan J Smith Professional, Technical Annoyance Linked Profile: http://www.linkedin.com/in/bjsmith ------------------------------------------------------------ "Now if you own an automatic ... sell it! "You are totally missing out on the coolest part of driving" -- Johnny O' Connell _______________________________________________ rhelv5-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/rhelv5-list
