On 07/ 8/10 03:26 PM, Ken Gunderson wrote: [context would be nice]
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. My $0.02, ymmv....
That has not been my experience. All of the Solaris cases I have been involved with have required a new patch, which had to come from Sun's support engineers. Sure I have been able to narrow down the cause and on on occasion use the OpenSolaris code to get close to the problem, but Sun still had to provide the patch. So our primary motivation is to get timely fixes.
I agree a commercial support contracts isn't a magic bullet for protection from unplanned outages, but it is required to stop repeats!
-- Ian. _______________________________________________ opensolaris-discuss mailing list opensolaris-discuss@opensolaris.org
