The Shuttleworth Foundation

Roadshow

10 February 2005

Open Source support mechanisms

Jonathan Carter

Open Source Technical Co-ordinator

Shuttleworth Foundation

http://www.shuttleworthfoundation.org

jonathan@shuttleworthfoundation.org

(021) 970 1230

Open Source Support

Linux Users' Groups

Peer-to-peer support mechanism

Open to everyone

Free membership

Regular talks on related topics

Installfests provide “real-life” support

Locate your nearest LUG with GLUE.org, Groups of Linux Users Everywhere

Open Source Support

Distribution support

Several business packages available

Companies understand business needs

Customised solutions are much cheaper

Support contracts ensure that someone is liable, availability guaranteed

Open Source Support

Easy access to developers

Developers are often available on:

IRC Chat channels

Public mailing lists

Web forums

Direct email

Open Source Support

Community support sites

Provides “buddy” support

Searchable archives

www.linuxquestions.org

www.linuxhelp.net

www.linuxselfhelp.com

Open Source Support

Linux Documentation Project

Manual pages provide easy access to software documentation

HOWTO's are guides that help you with specific tasks

TLDP translates their documents in many languages

Tutorials allow new users to be guided through more complicated procedures

www.tldp.org

Open Source Support

TuXlab Support Process

Schools have to log all issues

A help desk has been made available to log tickets and resolve problems telephonically (0860 OS HELP)

Volunteers liaise with help desk and assists with troubleshooting

Schools are set up in clusters to facilitate peer-to-peer support (cluster leaders stores spare hardware)

Foundation provides last line of support (if all else fails)

Open Source Support

Conclusion

The level of support you require is up to you

Community support is widely available

Commercial support is available for those who require it

Saving on licensing means that in-house support is a viable option

Open Source Support

Thank you

Questions?

Open Source Support

Time to take notes

Linux documentation project:

http://www.tldp.org

Locate your LUG:

http://www.glue.org

Shuttleworth Foundation:

http://www.shuttleworthfoundation.org

Google Linux Section:

http://www.google.com/linux

2003-08-28T09:18:32