Re:Ask HN: Do companies need commercial support for open sou...
by modoc on Monday September 21, 2015 @12:50PM
(#10253499)
One data point: What we use our open source commercial support contracts for, and what we'd love to have offered by more open source packages, is 24x7 emergency support and break-fix diagnostics and patches.
When a big website running on JBoss starts falling over at 2 AM, and initial triage points to JBoss, being able to get a Redhat engineer involved immediately and get a custom hotfix created if needed, is worth the money we pay.
The problem with this model for a lot of the smaller open source projects is they aren't setup or staffed to be able to provide effective 24x7x365 support.
When a big website running on JBoss starts falling over at 2 AM, and initial triage points to JBoss, being able to get a Redhat engineer involved immediately and get a custom hotfix created if needed, is worth the money we pay.
The problem with this model for a lot of the smaller open source projects is they aren't setup or staffed to be able to provide effective 24x7x365 support.