The SLA/Support part of the discussion is continuing on <advocacy_at_glassfish.dev.java.net
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thanks,
-Alexis
On Jun 1, 2008, at 23:18, Alexis Moussine-Pouchkine wrote:
> (adding the advocacy alias as I believe this a more appropriate
> place to have this conversation, feel free to remove USERS in your
> response).
>
> On May 30, 2008, at 19:03, NBW wrote:
>
>> Ah - so unlike other 'open source' (Tomcat) projects you have to
>> pay (purchase support contract) to have your bugs 'escalated/
>> fixed' with Glassfish?
>
> No, I don't think this is a correct description.
>
> I think rather that Sun offers commercial support for customers
> requesting it *in addition* to community support.
> This is the customer's guaranty that his bug or issue will be taken
> care of in an agreed upon manner.
>
> When I said :
>
>> This is the only effective way to escalate bugs to obtains fixes
>> and patches.
>
> I really should have written:
>
>> This is the only garantied way to escalate bugs to obtains fixes
>> and patches.
>
>
> I hope this clears out the misunderstanding.
>
> -Alexis
>
>> On Fri, May 30, 2008 at 9:46 AM, Alexis Moussine-Pouchkine <alexis.mp_at_sun.com
>> > wrote:
>> Hi Andrew,
>>
>> Logging an issue on java.net is one thing (very valuable, thank you).
>> Opening a ticket is another thing you need to do with your support
>> contract (make sure you mention that java.net BugID when you do so).
>> This is the only effective way to escalate bugs to obtains fixes
>> and patches.
>> A lot of people file issues on java.net and just like for forum
>> support questions, they are being looked at on a best effort basis.
>>
>> thanks,
>> -Alexis
>>
>>
>>
>> On May 29, 2008, at 19:48, glassfish_at_javadesktop.org wrote:
>>
>> I had to work really hard to convince management to consider
>> glassfish as a supported platform to certify against. So if I go to
>> them now and tell them I need a support contract just to get it
>> installed and running, I know it'll get shot down. So I'm trying as
>> best I can to get it resolved without financial support =[
>>
>> I did open a ticket but I put it at a P3 since I didn't want to be
>> pushy and I'm not really sure how to classify the severity of
>> issues since I don't do testing much. I recently saw the aquarium
>> article about the ISV partnership support they have so I'm going to
>> look into that.
>>
>> Also, thank you Ryan for making that GlassfishSvc tool. It does
>> work great for the domain stuff and it is appreciated =]
>>
>>
>> Andrew
>> [Message sent by forum member 'areplogle' (areplogle)]
>>
>> http://forums.java.net/jive/thread.jspa?messageID=277331
>>
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