|
Commercial software can be costly in more ways than one. As if hefty license fees weren't bad enough, product support is limited to whatever services the vendor agrees to sell you, at a price that's tough to negotiate. Of course, you could fix program bugs yourself if you had access to the source code—but the typical software maker doesn't provide this.
Commercial software can be costly in more ways than one. As if hefty license fees weren't bad enough, product support is limited to whatever services the vendor agrees to sell you, at a price that's tough to negotiate. Of course, you could fix program bugs yourself if you had access to the source code—but the typical software maker doesn't provide this.
One popular choice is to explore open-source alternatives. Such non-proprietary software has key advantages. For one thing, it's “free”, at least insofar as no license fees are involved. Moreover, its source code is accessible to everyone, giving rise to a new class of support providers whose numbers are steadily growing.
However open source alternatives require investment. Unlike proprietary software, the money the user might otherwise be paying to a vendor of proprietary software is now available for further development and customization by the open source community, adding more value to its enterprise.
In the Middle East, some users have opted for open source software like Red Hat Enterprise Linux (RHEL) as an OEM bundle through the hardware vendors in the region. However, this can come with strings attached. There are often special license restrictions attached to OEM (Original Equipment Manufacturer) software which restrict the way it is allowed to be sold or supported. Resellers authorised to sell a particular OEM hardware manufacturer’s brand can sell an OEM version of say, RHEL, regardless of its support capabilities or technical knowledge.
Opting for such software bundling can cost the user money in the long run. If the user subsequently has a technical problem, it must first go through the hardware vendor’s reseller and local office for support that is not always as good as it should be. If the problem can't be solved locally it would then need to be escalated through the hardware vendor’s own support channel until it reaches a point at which it is resolved. Only when the hardware vendor has exhausted all its in-house expertise, can the problem be escalated to the original OEM software vendor like Red Hat.
In illustrating the difference between an OEM provided subscription and one bought through the software vendor’s own authorised channel, we focused on the differences in the customer support process of the various license (subscription) options available for Red Hat software. It is important however to consider all the elements of a subscription to fully appreciate the value on offer.
Red Hat subscriptions purchased through Opennet’s authorised channel network come in three forms: Basic, Standard and Premium. While the user is entitled to receive updates, patches and errata reports throughout the life of its subscription, the various forms limit some of the technical support capabilities on offer.
The Basic subscription gives access to Red Hat support during normal business hours via the web with unlimited cases and a response time of 2 business days for all issues. Standard is the next level up and provides support during normal business hours via web and phone with unlimited cases and a range of response times from one hour to two days, depending on the severity of the problem.
Premium subscriptions provide immediate access to support during normal business hours plus 24x7 support for the most critical problems.
Today these customers will receive their support from Red Hat's Middle East Support Centre which is staffed and operated by Opennet MEA from its offices in Dubai. This means local support at local times and even support on Saturdays to accomodate working patterns in some middle eastern countries. For organisations wishing to further enhance this locally delivered support Opennet also offers on site support contracts.
The simple solution to this OEM dilemma, especially at enterprise level, is to opt to purchase the full version of the software directly from the vendor or its selected partners. This means that the user is much more likely to obtain on-the-ground expertise to handle any business critical problems that might arise. It also means that if you hit a critical problem you are that much closer to the vendor and their support organisation which means that your downtime is minimised.
|
