Solve open source issues with full-stack enterprise support

Our support stack | Support options | One number to call | What is an open source architect?

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:

  • Guaranteed service level agreements (SLAs) with all support contracts
  • 12x5 Silver Support or 24x7 Gold Support with around-the-clock coverage
  • Access to Tier 3/4 open source architects and a dedicated CentOS development team
  • The confidence to troubleshoot production issues, optimize performance, and complete system upgrades
  • The experience to assess projects, perform architecture and security reviews, hold on-site classroom training, and create technical white papers
  • Available support for CentOS Linux with a dedicated development team providing patches and hotfixes hosted on our own CentOS repository

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.

“Without their support we would have been floundering within the Java SDK and Tomcat, and would not have advanced to where we are today.”

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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

Diagram: The OpenLogic support stack

Click to enlarge

Diagram: The OpenLogic support blueprint

Click to enlarge

Support options

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
Hours 12x5
(business hours)
(around the clock)
Service level
4-hour response 1-hour response
Problem submission phone / email / online phone / email / online
Supported packages Hundreds of OSS packages
CentOS Linux
Hundreds of OSS packages
CentOS Linux
Number of named
Unlimited Unlimited
Number of support
Unlimited Unlimited

“rogue wave open source support worked through the night to provide a solution within 9 hours.”

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:

Learn more about our capabilities.