With Rogue Wave Open Source Support, you get much more than fast bug fixes, you get around-the-clock access to Tier 3/4 open source architects ready to support, consult, and educate your team to solve issues across your entire software stack and development lifecycle. Our vendor-neutral, unbiased support covers the top open source software packages used in mission-critical production environments and includes:
You can see a sampling of the packages we support in our support stack below.
If you're committed to adopting open source, here are seven key questions to think about when determining how effective your current strategy is against the common hurdles.
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Solving the open source support challenge
Open source software is everywhere from servers and storage to operating systems and entire cloud architectures. The well-known parts of your IT infrastructure are slowly being replaced by open source packages. What happens when the OSS doesn't work? Do you have the resources, knowledge, and time to diagnose and fix it now? We do.
Common support questions:
Our OSS support stack and support blueprint
Some enterprises view open source support as an insurance policy, while others rely on support for detailed assistance and problem resolution. That's why we offer multiple consultative support options that allow you to customize your level of service to your exact needs:
|Silver Support||Gold Support|
(around the clock)
|4-hour response||1-hour response|
|Problem submission||phone / email / online||phone / email / online|
|Supported packages||Hundreds of OSS packages
|Hundreds of OSS packages
|Number of named
|Number of support
One number to call for all packages
With only one number to call to speak with an open source architect, there's no need for confusing and costly escalation processes or expensive component-level contracts that don't cover your entire stack. Whether the problem originates in one package or is the result of complex interactions across the stack, our experts have the training, experience, and mandate to handle all of them. These are your front-line experts, answering questions and delivering solutions just as anyone on your team should be.
What is an open source architect?
An open source architect is much more than a seasoned developer, they're an influential thought leader able to diagnose, solve, and explain difficult technical issues while enabling positive change within an organization. They do this by understanding that many issues aren't just technical, they could involve process and political challenges as well, which means environments must be understood, conversations must be guided, and efforts moved forward to avoid analysis paralysis and drive progress.
Our architects operate at a Tier 3 and Tier 4 level, meaning they're experts in their fields and have the experience to not only solve issues seen before but also research and create solutions to new or unknown scenarios (and they often assist Tier 2 and 3 staff). They provide much more than support, they lead the organization towards successful completion by: