Enterprise Linux Log

Mar 19 2007   9:31AM GMT

Red Hat’s one-page support model

ITKE ITKE Profile: ITKE

The big splash with Red Hat Enterprise Linux 5 was, of course, Xen. That’s what’s radically different about the OS now, and is naturally where all of the buzz has been generated following last week’s launch.

But there is a new support model being offered up by Red Hat to complement physical features of RHEL 5, and it’s only one page long. RH’s Ian Gray touted the simplicity of the legalese-free support documentation during the launch day webcast from San Francisco with a few quotes (included in SearchEnterpriseLinux.com’s RHEL5 launch day coverage), but here’s what it all boils down to:

If [Red Hat] ships it, they…

Support
* Installation
* Usage
* Configuration
* Diagnosis
* Bug fixes

Do not support
* Modified RPMs
* Code development
* System and network design
* Implementation and development of security rules and policies
* Red Hat Extras/Supplementary channel
* Technology and preview features

I’m going out into the wilds of the software world this week to find some commentary on this, so keep an eye out for more on RH’s new approach to supporting Linux.

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  • ITKE
    [...] Are you curious what a service level agreement looks like after its been through the Red Hat Enterprise Linux 5 SLA wringer? [...]
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