The Road to Advanced Mission Critical Linux Support: an Open Source - - PowerPoint PPT Presentation

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The Road to Advanced Mission Critical Linux Support: an Open Source Approach

marco bill-peter vice president Global 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 revenues 2/29/2012: $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 Foundation Linux Kernel Development March 2012 (Pages 10-11)

RED HAT INTEL NOVELL IBM TEXAS INSTRUMENTS CONSULTANTS BROADCOM NOKIA SAMSUNG ORACLE GOOGLE WOLFSON MICROELECTRONICS AMD FUJITSU PENGUTRONIX ATHEROS COMMUNICATIONS FREESCALE MICROSOFT ST ERICSSON WIND RIVER MITAC SFR ANALOG DEVICES TGLX PITA LINARO QLOGIC MARVELL

Corporate Contributions to Linux

(SINCE KERNEL 2.6.36)

0% 2% 4% 6% 8% 10% 12%

PERCENT OF TOTAL CODE CHANGES

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 overview

Advanced 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

• ptional 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

• n 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 Hat It'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

Subscription Engineering 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

• n the design and planning
• f 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 Sysadmin Storage

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 kernel desktop RHEV Tools 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 case

Resolution?

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.html http://www.asponline.com/12announcement.html

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Continuous improvement

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In-product intelligence

System Red Hat Support Tool SDK ABRT

redhat-support

• tool

Installer Future X Future Y

SoS Solutions Recommendations Support issues

Andreas

Automated Diagnostics Continuous improvement

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/