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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)
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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
DE
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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/