Re: [libreoffice-marketing] "Microsoft posts video of customers criticizing OpenOffice"

Le 2010-10-13 22:20, Drew Jensen a écrit :
> On Wed, 2010-10-13 at 19:09 -0700, Ryan Singer wrote:
> > On Wednesday, October 13, 2010, Dave Johnson<davefilms.us@gmail.com>  wrote:
> > > Can Canonical provide paid support for LibO?
> >
> > Canonical provides paid support for OOo on Ubuntu. At some point in
> > the next year or so they will probably also ship and support LibO.
>
> Well can't find a video of that presentation on UStream - drat.
>
> But the problem discussed was not 1st and 2nd line support - it was on
> 3rd and 4th level support.
>
> Yes we do great at supporting individual users and small business - the
> presentation was on supporting medium to large organizations.
>
> Canonical might cover 3rd level perhaps, but would that also be true in
> a mixed environment - will they support Windows machines also or Mac?
>
> For instance Canonical also offers support for Lotus Symphony, but you
> can be sure that they fall back to IBM for the Windows support and for
> 4th level support. (meaning when you need to actually get the developers
> involved, perhaps with some special feature that needs to get into the
> package)
>
> This is where, IMO, we need to focus some thought - how will the
> document foundation grow this type support environment.
>
> Drew

Hi Drew:

Actually, that video would be interesting to see, if you or someone else 
could find it.

I am not sure of the implications of the 1st, 2nd, 3rd, 4th level 
criteria, but as you point out, support for medium to large 
organizations is where we fail. The technical aspect of the suite is 
where LibO could obviously concentrate on. At this level LibO dev 
participation is a must and I am not sure if the "free" model would work 
as it will more often than not involve direct contact with devs/owners 
and the amount of time involved would be a consideration as well. But 
what is to stop LibO to offer such support much like the Ubuntu support 
packages? We could probably do it if there were enough dev's interested 
in doing this.

But for now providing "user" level support is what we should strive to 
solidify.

Marc


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