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The Road to Advanced Mission Critical Linux

Support:

an Open Source Approach

marco bill-petervice presidentGlobal Support Services

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Red Hat is the world's leading provider of open source solutions, using a

community-powered approach to provide reliable and high-performing cloud,

virtualization, storage, Linux, and middleware technologies. Red Hat also offers

award-winning support, training, and consulting services. As the connection point

between a global network of enterprises, partners, and open source communities,

Red Hat enables the creation of relevant, innovative technologies that liberate

resources for growth and prepare customers for the future of IT.

Annual revenues2/29/2012: $1.133 bil

Employees> 5000 worldwide

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Open Source Business Model

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We participate in & create community-powered upstream projects.

We integrate upstream projects, fostering open community platforms.

We enable software & hardware partners, customers, and academia to participate at every stage of development.

We commercialize these platforms together with a rich ecosystem of services & certifications.

PARTICIPATE

INTEGRATE

STABILIZE

100,000+PROJECTS

(upstream projects)

(community platforms)

(supported products platforms, & solutions)

. . . .

Building a mission critical ready Linux

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From community to enterprise

PARTICIPATE INTEGRATE STABILIZE

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Source: The Linux FoundationLinux Kernel DevelopmentMarch 2012(Pages 10-11)

RE

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AT

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AN

ALO

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EV

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Corporate Contributions to Linux (SINCE KERNEL 2.6.36)

0%

2%

4%

6%

8%

10%

12%

PER

CEN

T O

F TO

TAL

CO

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AN

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COMPANY / ORGANIZATION ** the developers who are 'known to be doing this work on their own, with no financial contribution happening from any company' are not grouped together as 'None' and instead are considered part of the 'long tail,' as are contributors of academic or unknown sponsorship.

'LONG TAIL'OF CONTRIBUTORS

Leadership in the upstream community

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Red Hat Enterprise Linux roadmap

CY2010 CY2011 CY2012 CY2013 CY2014

RHEL 6

RHEL 5

RHEL 4

RHEL 3

Production 1 Production 2 Production 3 Extended Life Phase

.4

.10

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Lifecycle support

Red Hat Enterprise Linux 3 Red Hat Enterprise Linux 4

Red Hat Enterprise Linux 5 Red Hat Enterprise Linux 6

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 Year 13

Production 1 (approx. 4 years)Prod 2 (approx. 1 year)

Production 3 (approx. 2 years)

Extended lifecycle phase (approx. 3 years)

Extended lifecycle support (ELS) Add-on

Production 1 (approx. 51/2 years)Prod 2 (approx. 1 year)

Production 3 (approx. 31/2 years)

Extended lifecycle phase (approx. 3 years)

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What is included in each phase?

Prod 1 Prod 2 Prod 3 Extended Life Phase

ELS* (optional Add-On)

Access to previously released content in Red Hat Network ✓ ✓ ✓ ✓ ✓

Access to Red Hat knowledgebase, Documentation, Videos, Ref Arch’s, ... ✓ ✓ ✓ ✓ ✓

Technical Support Unlimited Unlimited Unlimited Unlimited Unlimited

Asynchronous Security Errata ✓ ✓ ✓ X ✓Asynchronous Bug Fix Errata ✓ ✓ ✓ X ✓

Minor Releases ✓ ✓ X X X

New Hardware Support ✓ Limited X X X

New features / Software enhancements ✓ Limited X X X

Updated Install Images ✓ X X X X

*RHEL 4 only

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Advanced Mission Critical overviewAdvanced Mission Critical Service Level Agreement

● Faster response time

● Target resolution times

● Emergency fix process

● Root cause analysis

● Proactive notification of critical issues

● Enhanced problem resolution communication

● AMC Technical Account Manager (TAM)

● On-premise Crash Analysis System (CAS) to avoid delay through transfer of massive amounts of data.

Advanced Mission Critical Update Support (AUS)● Expansion of the independent life cycles of specific Service

Packs to as much as 6 years.

Advanced Mission

Critical support is an

optional Add-On to

RHEL 5 and RHEL 6

Server. It provides the

highest level of stability

and an enhanced SLA

geared at super mission

critical use cases.

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Red Hat Partners

Open-source community

Together we can do more

Red Hat product engineering

Partners/OEM and Red Hat engineers work

together to create and improve on solutions.

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Developing better solutions

All code must be accepted upstream — no

lock-in

Close partnership on projects of

mutual interest

10s of 1000s people world-wide contribute

Develop and test hardware and applications

Discover and resolve problems

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Building value for partners and customers in to Enterprise products

Partner management (representing OEMs)

Red Hat Global Support

Enterprise products

Red Hat Engineering

Product Management

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Successful partnerships produce better products● Each Red Hat partner has a representative within

engineering to work as their advocate.

● Partners and Red Hat engineers work collaboratively to ensure Red Hat products work with OEM hardware.

● Regular face-to-face meetings ensure any open support issues are addressed.

● Red Hat hosts Quality Support Reviews with each partner to ensure that we are meeting our own strict standards set for partners.

● Partners are regularly briefed on upcoming plans and roadmaps for Red Hat products.

● Red Hat Partners have the confidence that their products will work well with ours.

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Support at Red HatIt's different!

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Red Hat Support

Red Hat Support is uniquely positioned within the

engineering organization, creating a more direct route for customer-driven product

improvements and faster engineering related fixes.

Products and Technologies

Global Support

SubscriptionEngineering

Support Delivery

Strategic Customer

Engagement

Product engineering

business units

Subscriber Platform

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Red Hat understands your business

Participate in the creation of your IT

platform – a collaborative process

led by Red Hat with many partners.

Collaborate with Red Hat on the design and planning

of your deployment.

Operate and maintain your enterprise IT deployment safely with Red Hat.

YOU

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Knowledge-centered support

Red Hat Partners

Enterprise customer community Specialty based

routing

Red Hat Support connects customers to our entire ecosystem of expertise.

Supporting success. Exceeding expectations.

Red Hat product engineering

Red Hat Customer Portal

Open source community

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Engineering

Cluster

Desktop

Storage

Sysadmin Customers & Partners

The “old” way ...

Customer issues were routed

through a tiered triage model

for support. Reaching a

product expert was the last

step in the support process.

Level 3 / SEG

ClusterDesktop SysadminStorage

Level 2

Level 1

Support

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Red Hat Support Specialty Based Routing (SBR)

Incoming issues are

immediately worked by

engineers focused on the

relevant technology.

All support engineers have

source code access!

Cluster

Desktop

Storage

Sysadmin

kern

el

desk

top

RH

EV

Tool

s

Development Engineering

Customers & Partners

Support

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Search for KCS article

KCS article found?

Collaborate with SBR

Red Hat Support workflow

Inform customer

& close caseResolution?

Create new KCS article

Update & publish

KCS article

Yes Yes

No No

Development Engineering

Knowledge Centered Support (KCS) & Specialty Based Routing (SBR)

Technical Support Engineer

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Recognition

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Red Hat Support industry leadership

IDC Multi-Client Study, Enterprise Software Support Services: Utilization and Satisfaction Study, May 2012

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Leader in online support

http://www.asponline.com/11announcement.htmlhttp://www.asponline.com/12announcement.html

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Continuous improvement

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In-product intelligenceSy

stem

Red

Hat

Sup

port

Too

l SD

K ABRT

redhat-support -tool

Installer

Future X

Future Y

SoS

Solutions

Recommendations

Support issues

AndreasAutomatedDiagnostics

Continuousimprovement

Red Hat Customer

Portal

Red Hat Customer

Portal

Support cases

Kbase Bugzilla

Community

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redhat-support-tool

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SECTION TO BE REPLACED WITH A SCREENCAST VIDEO

Recommendations

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Questions ?

ありがとうございます !

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Resources

● Life cycle page:https://access.redhat.com/support/policy/updates/errata/

● RHEL Add-Ons – ELS:http://www.redhat.com/products/enterprise-linux-add-ons/extended-lifecycle-support/

● RHEL Add-Ons – EUS:http://www.redhat.com/products/enterprise-linux-add-ons/extended-update-support/