The Road to Advanced Mission Critical Linux Support: an Open Source Approach marco bill-peter vice president Global Support Services marco bill-peter
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 revenues Employees 2/29/2012: $1.133 bil > 5000 worldwide 2 marco bill-peter
Open Source Business Model 3 marco bill-peter
Building a mission critical ready Linux PARTICIPATE We participate in & create (upstream projects) community-powered upstream projects. 100,000+ PROJECTS We integrate upstream projects, INTEGRATE fostering open community (community platforms) platforms. STABILIZE We commercialize these platforms (supported products together with a rich ecosystem of platforms, & solutions) services & certifications. We enable software & hardware partners, customers, and academia to participate at every stage of development. . . . . 4 marco bill-peter
From community to enterprise INTEGRATE STABILIZE PARTICIPATE 5 marco bill-peter
Leadership in the upstream community Corporate Contributions to Linux (SINCE KERNEL 2.6.36) 12% PERCENT OF TOTAL CODE CHANGES WOLFSON MICROELECTRONICS 10% INTEL TEXAS INSTRUMENTS ATHEROS COMMUNICATIONS 8% RED HAT NOVELL CONSULTANTS 6% BROADCOM ANALOG DEVICES PENGUTRONIX IBM ST ERICSSON SAMSUNG 4% MICROSOFT FREESCALE WIND RIVER ORACLE GOOGLE NOKIA TGLX PITA FUJITSU MARVELL 'LONG TAIL' LINARO QLOGIC AMD MITAC 2% OF CONTRIBUTORS SFR 0% COMPANY / ORGANIZATION * Source: * the developers who are 'known to be doing this work on their own, with no financial contribution happening The Linux Foundation from any company' are not grouped together as 'None' and instead are considered part of the 'long tail,' as are Linux Kernel Development contributors of academic or unknown sponsorship. March 2012 (Pages 10-11) 6 marco bill-peter
Red Hat Enterprise Linux roadmap CY2010 CY2011 CY2012 CY2013 CY2014 .4 RHEL 6 .10 RHEL 5 RHEL 4 RHEL 3 Production 3 Production 1 Production 2 Extended Life Phase 7 marco bill-peter
Lifecycle support Red Hat Enterprise Linux 5 Red Hat Enterprise Linux 6 Prod 2 Production 3 Extended lifecycle Production 1 (approx. 5 1/2 years) (approx. (approx. 3 1/2 years) phase (approx. 3 years) 1 year) 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 Red Hat Enterprise Linux 3 Red Hat Enterprise Linux 4 Extended lifecycle support (ELS) Add-on Prod 2 Production 3 Extended lifecycle Production 1 (approx. 4 years) (approx. (approx. 2 years) phase (approx. 3 years) 1 year) Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 8 marco bill-peter
What is included in each phase? *RHEL 4 only Extended ELS* (optional Prod 1 Prod 2 Prod 3 Life Phase 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 X Asynchronous Security Errata ✓ ✓ ✓ ✓ X Asynchronous Bug Fix Errata ✓ ✓ ✓ ✓ X X X Minor Releases ✓ ✓ X X X New Hardware Support ✓ Limited New features / Software X X X ✓ Limited enhancements X X X X Updated Install Images ✓ 9 marco bill-peter
Advanced Mission Critical overview Advanced Mission Critical Service Level Advanced Mission Agreement Critical support is an Faster response time ● optional Add-On to Target resolution times ● RHEL 5 and RHEL 6 Emergency fix process ● Server. It provides the Root cause analysis ● highest level of stability Proactive notification of critical issues ● and an enhanced SLA Enhanced problem resolution communication ● geared at super mission AMC Technical Account Manager (TAM) ● critical use cases. 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. 10 marco bill-peter
Together we can do more Partners/OEM and Red Hat engineers work together to create and improve on solutions. Red Hat product engineering Open-source Red Hat community Partners 11 marco bill-peter
Developing better solutions Develop and test Close partnership hardware and on projects of applications mutual interest All code must be 10s of 1000s people world- Discover and accepted upstream — no wide contribute resolve problems lock-in 12 marco bill-peter
Building value for partners and customers in to Enterprise products Red Hat Global Support Product Partner management Enterprise Management (representing OEMs) products Red Hat Engineering 13 marco bill-peter
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. 14 marco bill-peter
Support at Red Hat It's different! 15 marco bill-peter
Red Hat Support Products and Technologies Global Support Red Hat Support is uniquely Product positioned within the engineering engineering organization, Strategic business units Subscription Support Customer creating a more direct route Engineering Delivery Engagement for customer-driven product Subscriber Platform improvements and faster engineering related fixes. 16 marco bill-peter
Red Hat understands your business Collaborate with Red Hat Participate in the on the design and planning creation of your IT of your deployment. platform – a collaborative process led by Red Hat with many partners. YOU Operate and maintain your enterprise IT deployment safely with Red Hat. 17 marco bill-peter
Supporting success. Exceeding expectations. Red Hat Support connects customers to our entire ecosystem of expertise . Red Hat Red Hat Partners Knowledge-centered Customer Portal support Enterprise customer Specialty based community routing Red Hat product engineering Open source community 18 marco bill-peter
The “old” way ... Cluster Storage Customer issues were routed Customers & Sysadmin Desktop through a tiered triage model Partners for support. Reaching a Support Level 1 product expert was the last step in the support process. Level 2 Level 3 / SEG ClusterDesktop Storage Sysadmin Engineering 19 marco bill-peter
Red Hat Support Specialty Based Routing (SBR) Cluster Storage Sysadmin Desktop Incoming issues are Customers & immediately worked by Partners engineers focused on the Support relevant technology. desktop RHEV kernel Tools All support engineers have source code access! Development Engineering 20 marco bill-peter
Red Hat Support workflow Technical Support Knowledge Centered Support (KCS) & Engineer Specialty Based Routing (SBR) Inform KCS Search for customer article Resolution? KCS article found? Yes Yes & close case No No Update & Create new publish KCS article KCS article Collaborate with SBR Development Engineering 21 marco bill-peter
Recognition 22 marco bill-peter
Red Hat Support industry leadership IDC Multi-Client Study, Enterprise Software Support Services: Utilization and Satisfaction Study, May 2012 23 marco bill-peter
Leader in online support http://www.asponline.com/11announcement.html http://www.asponline.com/12announcement.html 24 marco bill-peter
Continuous improvement 25 marco bill-peter
In-product intelligence Continuous improvement SoS Community ABRT Red Hat Support Tool SDK redhat-support -tool Andreas System Installer Automated Kbase Bugzilla Diagnostics Future X Future Y Solutions Recommendations Red Hat Red Hat Support Customer Customer Support issues cases Portal Portal 26 marco bill-peter
redhat-support-tool 27 marco bill-peter
Recommendations SECTION TO BE REPLACED WITH A SCREENCAST VIDEO 28 marco bill-peter
Questions ? ありがとうございます ! 29 marco bill-peter
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/ 30 marco bill-peter
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