Open Source Software Assurance Your contact : LINAGORA 80, Roque de Fillol street 92800 Puteaux France +33 1 46 96 63 63 [email protected]
Nov 28, 2014
Open Source Software Assurance
Your contact :LINAGORA80, Roque de Fillol street92800 Puteaux France+33 1 46 96 63 [email protected]
2
A hardened offer
More than 8 years of experience with key accounts
What Is OSSA ? : Open Source Software Assurance
An industrial turnkey solution
Support platform (TOSCA)Automated build of software packagesReference platform to reproduce issues
An end-to-end offer
Packaging and configuration managementMaintenance
Bug FixingIndustrialization
Contributions
An offer fully integrated into the Open Source ecosystem
Communities (Ubuntu/Debian, LibreOffice, Apache, OpenLDAP ...)
… and ISV (Red Hat, Ingres, Liferay, Alfresco, Primekey ...)
3
OSSA : community support invented by LINAGORA
+6 000 Technical facts managed
A catalog of
400
supported software
+35
Prestigious Clients
+10 Years of existence
+80 Experts LINAGORA that you can benefit from+400
Software contribution on major Open Source projects
15 Persons dedicated to the support
4
OSSA : a central point for Open Source software governance
5
OSSA : A software editor business
Visible steps for the Customer, taken into account by the OSSACommunities
6
OSSA : An industrial offer
7
TOSCA : Ticket management
Back office tools to manage Software Assurance
Tools Platform of compilation and industrialization
Platform of integration
8
TOSCA : Ticket management
Kind of Ticket Different actions on ticket
Search & Filters
Help
9
TOSCA : Ticket management
Beneficiary of the contract
Team related to the contract
General Information
Details of the commitmentScope of the contract
10
Follow up of Contributions
A contribution can be related to a ticket
13
OSSA : More than 390 softwares under support
14
One version of source code leads to the creation and maintenance of multiple binary versions of software packages
1 Assured Software Release
1 ASR
1 ASR
1 ASR
Definition for an Assured Software Release (ASR)
Build PlatformReference Platform
15
OSSA : Manage your assets
Time
Releases
0.1
0.2
0.3
0.4
0.5
Assured Software Release (ASR)
Community Release
16
Critical SLANon Critical
SLAWithout SLA
OSSA : Principle of operation
SERVICE OPERATIONSERVICE OPERATION
CORRECTIVE MAINTENANCECORRECTIVE MAINTENANCE
http://www.08000LINUX.com/ [email protected]
Commitment of resources - Commitment for recall under 1 H
Commitment for results in workaround, fixing, optionally on the contribution
Simple softwareSimple software
Complex softwareComplex software
Foundation / distribution (including various softwares and their inter-dependencies)Foundation / distribution (including various softwares and their inter-dependencies)
INITIALIZATION OF SERVICEINITIALIZATION OF SERVICE
Duplication of the platform to ensureImplementation of the Service Quality Plan
Evaluation By Assured Software Release
17
Description of the initialization phase
This phase generally lasts one calendar month, and contains the kickoff of the service support services and of the associated tasks, in particular :● initialization of the 08000LINUX account ;
● creation of accounts for beneficiaries ;● training of beneficiaries (assuming 10 recipients) to use the 08000LINUX platform ;
● retrieving the lists of software, of their respective versions, and of their context of usage ;● retrieving of patches, if the case occurs, applied by the client on softwares. Then creation of
certified binaries ;
● within the production infrastructure of Linagora, creation of test environments identical to the operating context of the final customer ;● server provisioning if necessary ;
● writing the Service Quality Plan (SQP), including the validation of procedures for support and escalation ;
● writing the Service Level Agreement (SLA), including the validation of procedures for support and escalation ;
● organization of minimum two physical meetings (one in the customer's premises, one in LINAGORA) for the presentation of the teams and support processes.
18
Implementing the service
● Access to the service
● Ecosystem involvement– Survey of patches and versions– Involvement in community events (financial, time, resources)– Participation in international community conventions (OSCON, FOSDEM,
RMLL, Linux World, LdapCon, DrupalCon, FedoraCon, Red Hat Summit etc….)– Participation in international professional events (OpenSourceThink Tank as an
example)
● Other overheads related to the efficiency of the OSSA
19
OSSA : A skilled network
20
Technology coverage (including partner's competencies)
Spécialiste ou
utilisation avancée
Utilisation simple
Expert ou
contributeur
35
35
42 53 40
55
56 50
9
40
25 24
48
21
31
44 44
7
35 32 16 31
23
50 34
35
19
52
31
22
25
ExpertOr
contributors
SpecialistOr
advanced user
Standard user
OS and re
lated
softw
ares
Applicat
ion &
pre
senta
tion
serv
ers
Langu
ages
& fr
amew
orks
Office
suite
s
Networ
k tools
Supervis
ion / O
perat
ion
Securit
y too
ls
Directo
ry &
grou
pware
Web
por
tals,
EDM
,
Knowled
ge m
anag
emen
t
index
ing a
nd sear
ch
SGBD
X X : Number of related competencies
21
Escalation process
22
Service Level Agreements
Actions Critical Defects Major Defects
Ticket Acknowledgment 1 WH 1 WH
Feedback (information, answers) 1 WD 1 WD
Restoration (workaround or resolution) 1 WD 5 WD
Correction (full resolution) 5 WD 20 WD
Actions Critical Defects Major Defects
Ticket Acknowledgment 1 WH 1 WH
Feedback (information, answers) 1 WD 1 WD
Restoration (workaround or resolution) 5 WD 20 WD
Correction (full resolution) 20 WD 60 WD
→ For Critical SLAs
WH : Working Hours / WD : Working Days
→ For Non Critical SLAs
WH : Working Hours / WD : Working Days
23
OSSA : possible Options
Strategic surveysStrategic surveysSpecific requests concerning software or
software domain
New software featuresNew software features Additional software developments in supported perimeters
Coaching, trainingCoaching, training In house training on supported softwares
......Any specific requests in the form of work units
and purchase orders
Dedicated TAMDedicated TAMAssignment of a dedicated Technical Account
Manager, including a monthly meeting
Monthly community & software reviewsRecurring surveysRecurring surveys
THANK YOU !