Commercial-Grade Open Source Software Support for Enterprises

OpenLogic provides commercial-grade technical support for open source software. OpenLogic's open source support gives enterprises access to consolidated, SLA coverage for hundreds of certified open source software packages. OpenLogic's internal support engineers are backed by open source committers and contributors from the OpenLogic Expert Community as well as open source vendor partners, providing you with expert resources to resolve any issue. Whether you have questions regarding the use of an open source software package, need help troubleshooting a complex issue, or have encountered a bug, OpenLogic has the expertise necessary to assist you.

Open Source Support Options

OpenLogic offers SLA support for open source in both development and production environments. You can select the open source packages for which you need support and choose the appropriate support level for each.

Production Support provides 24x7 coverage with guaranteed service level agreements to keep enterprise production applications up and running.

Developer Support provides expert advice on the configuration, integration, and use of open source software as well as recommendations for open source packages and quick turnaround on bug fixes.

What's Included

OpenLogic understands that some organizations rely on open source support for both problem resolution and detailed assistance, while others view support as an insurance policy. That's why we offer three consultative support options that allow you to customize your support agreement to your exact needs:

Silver Support: Get assistance with "how to" questions and bug resolution as well as advice and recommendations on selecting, installing, configuring, and integrating open source software.

Gold Support: In addition to problem resolution, get more detailed assistance with configuration reviews, performance tuning, architecture reviews, production planning, migration planning, and project selection. Includes up to 20 hours of consultative support per year.

Platinum Support: Get remote monitoring of critical server infrastructure combined with proactive response by OpenLogic's open source support team to alerts and problems. This option comes with a quarterly health check of your company's production infrastructure, including recommendations for tuning the system, improving performance, and planning for future expansion. Includes up to 20 hours of consultative support per year.

Indemnification for Open Source Software

OpenLogic provides indemnification coverage for open source software in order to help enterprises guard against the intellectual property risks that can come with open source software. OpenLogic's indemnification coverage gives enterprises financial protection should a third party file an intellectual property infringement claim based on the use of open source software downloaded from the OpenLogic Certified Library. By mitigating the intellectual property risks associated with open source, OpenLogic enables enterprises to safely and securely use open source software.

One Number to Call

Before OpenLogic, obtaining support for all of the open source products used in production environments has been challenging and expensive. In many cases, enterprises have purchased a variety of component-level support contracts that don't address the complex interactions and integrations in the "mixed source" environments that are common today. This often results in more time-consuming issue resolution processes, which can severly affect the ability to keep production environments up and running.

OpenLogic provides a "one number to call" approach to resolve open source issues. Whether an issue originates in one particular open source product or is the result of complex interactions between an open source package and closed source or custom code, OpenLogic solves your problem. Our technical staff handles support on hundreds of open source packages and serves as your front line experts, answering questions and pinpointing the problem source.

Expert Assistance from an Expert Community and a Network of Partners

For in-depth issues and source code changes that may be required for particular software packages, OpenLogic's technical support team is backed by the OpenLogic Expert Community. The OpenLogic Expert Community gives you access to open source committers and contributors--individuals who actively contribute source code to the packages they support. Committed, experienced developers are located worldwide for round-the-clock access to experts. OpenLogic also works with a network of open source vendor partners to resolve your issues. Your OpenLogic technical support engineer facilitates the entire issue resolution process no matter what resources are needed, ensuring that your issues are resolved quickly and seamlessly.

Manage Changes to Open Source Software

Companies are justifiably concerned that making code changes to a software package can create a customized version requiring customized technical support. OpenLogic's support offering helps to address this issue. Since the members of the OpenLogic Expert Community have actually contributed source code to the software packages they support, they are qualified to make changes to the source code should it be needed to resolve an issue. In addition, the Expert Community can contribute any fixes or code changes back to the software packages you use, ensuring that critical fixes and changes are incorporated in future releases. For production environments where upgrades to the latest releases are not always feasible, OpenLogic can also backport patches to earlier versions and provide support for you while you are using those patched versions.

Ensure Your Privacy is Protected

For many enterprises, IT assets provide a critical competitive advantage to the business. Using a public mailing list for technical assistance may reveal vital information about which software packages have been deployed, how they are being used, and the number and type of issues that have been encountered by technical personnel. OpenLogic alleviates this problem with a privacy guarantee. We act as your conduit to the open source community, keeping your identity private while resolving your issues. With OpenLogic, your confidential information remains private.

Commercial-Grade Support for Open Source Software