("forwarded" to -misc since I just notice the original went there too)- Kristian On Wed, Oct 21, 2009 at 03:43:00PM +0200, 'Kristian Lyngstol' wrote: > (ticket #546) > > On Wed, Oct 21, 2009 at 02:57:34PM +0200, Henry Paulissen wrote: > > Opened a ticket for the problem, but the wont listen until I buy a > > support contract (á €8K). Seems they don’t want to know there is some > > kind of memory issue in their software. > > The ticket is not closed, we have, however, not been able to reproduce this > as we point out in the ticket. Until we can either reproduce this ourself > or get more data (more reports of the same issue, for instance), there > really isn't much we can do. > > For a service agreement customer, we would most likely use their system to > reproduce the issue and take it from there. You will understand if we do > not log into your system for free to solve a problem which so far has been > reported by two people. We do take the issue seriously, but memory leaks > that only occur on a specific setup that we do not have access to is nearly > impossible to track down. > > We could read through and verify our code for a year and still not find the > bug. > > Service agreements help sponsor the development of Varnish, in return you > get priority on bugs - even the ones that are difficult to track down. We > do not require anyone to pay for our service agreements to use Varnish or > report bugs, and we do not ignore bug reports from non-paying Varnish > users. > > As you may notice, we (Tollef, Poul-Henning and myself) offer a great deal > of support for free on the mailing lists and on IRC, so I think it's a bit > unfair to state that we do not care unless you pay for a service agreement, > even if we weren't able to help in your specific case. The offer of a > service agreement in the ticket was not meant to be an entry-fee to the bug > tracker, but rather a means to make us prioritize a complicated bug that > we would otherwise have to put on hold. I'm sorry if that didn't come > across clearly. > > -- > Kristian Lyngstøl > Redpill Linpro AS > Tlf: +47 21544179 > Mob: +47 99014497
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