Open Source Software Assurance by Linagora

Open Source Software Assurance

Your contact :LINAGORA80, Roque de Fillol street92800 Puteaux France+33 1 46 96 63 [email protected]

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A hardened offer

More than 8 years of experience with key accounts

What Is OSSA ? : Open Source Software Assurance

An industrial turnkey solution

Support platform (TOSCA)Automated build of software packagesReference platform to reproduce issues

An end-to-end offer

Packaging and configuration managementMaintenance

Bug FixingIndustrialization

Contributions

An offer fully integrated into the Open Source ecosystem

Communities (Ubuntu/Debian, LibreOffice, Apache, OpenLDAP ...)

… and ISV (Red Hat, Ingres, Liferay, Alfresco, Primekey ...)

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OSSA : community support invented by LINAGORA

+6 000 Technical facts managed

A catalog of

400

supported software

+35

Prestigious Clients

+10 Years of existence

+80 Experts LINAGORA that you can benefit from+400

Software contribution on major Open Source projects

15 Persons dedicated to the support

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OSSA : a central point for Open Source software governance

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OSSA : A software editor business

Visible steps for the Customer, taken into account by the OSSACommunities

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OSSA : An industrial offer

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TOSCA : Ticket management

Back office tools to manage Software Assurance

Tools Platform of compilation and industrialization

Platform of integration

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Kind of Ticket Different actions on ticket

Search & Filters

Help

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Beneficiary of the contract

Team related to the contract

General Information

Details of the commitmentScope of the contract

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Follow up of Contributions

A contribution can be related to a ticket

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OSSA : More than 390 softwares under support

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One version of source code leads to the creation and maintenance of multiple binary versions of software packages

1 Assured Software Release

1 ASR

1 ASR

1 ASR

Definition for an Assured Software Release (ASR)

Build PlatformReference Platform

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OSSA : Manage your assets

Time

Releases

0.1

0.2

0.3

0.4

0.5

Assured Software Release (ASR)

Community Release

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Critical SLANon Critical

SLAWithout SLA

OSSA : Principle of operation

SERVICE OPERATIONSERVICE OPERATION

CORRECTIVE MAINTENANCECORRECTIVE MAINTENANCE

http://www.08000LINUX.com/ [email protected]

Commitment of resources - Commitment for recall under 1 H

Commitment for results in workaround, fixing, optionally on the contribution

Simple softwareSimple software

Complex softwareComplex software

Foundation / distribution (including various softwares and their inter-dependencies)Foundation / distribution (including various softwares and their inter-dependencies)

INITIALIZATION OF SERVICEINITIALIZATION OF SERVICE

Duplication of the platform to ensureImplementation of the Service Quality Plan

Evaluation By Assured Software Release

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Description of the initialization phase

This phase generally lasts one calendar month, and contains the kickoff of the service support services and of the associated tasks, in particular :● initialization of the 08000LINUX account ;

● creation of accounts for beneficiaries ;● training of beneficiaries (assuming 10 recipients) to use the 08000LINUX platform ;

● retrieving the lists of software, of their respective versions, and of their context of usage ;● retrieving of patches, if the case occurs, applied by the client on softwares. Then creation of

certified binaries ;

● within the production infrastructure of Linagora, creation of test environments identical to the operating context of the final customer ;● server provisioning if necessary ;

● writing the Service Quality Plan (SQP), including the validation of procedures for support and escalation ;

● writing the Service Level Agreement (SLA), including the validation of procedures for support and escalation ;

● organization of minimum two physical meetings (one in the customer's premises, one in LINAGORA) for the presentation of the teams and support processes.

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Implementing the service

● Access to the service

● Ecosystem involvement– Survey of patches and versions– Involvement in community events (financial, time, resources)– Participation in international community conventions (OSCON, FOSDEM,

RMLL, Linux World, LdapCon, DrupalCon, FedoraCon, Red Hat Summit etc….)– Participation in international professional events (OpenSourceThink Tank as an

example)

● Other overheads related to the efficiency of the OSSA

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OSSA : A skilled network

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Technology coverage (including partner's competencies)

Spécialiste ou

utilisation avancée

Utilisation simple

Expert ou

contributeur

35

35

42 53 40

55

56 50

9

40

25 24

48

21

31

44 44

7

35 32 16 31

23

50 34

35

19

52

31

22

25

ExpertOr

contributors

SpecialistOr

advanced user

Standard user

OS and re

lated

softw

ares

Applicat

ion &

pre

senta

tion

serv

ers

Langu

ages

& fr

amew

orks

Office

suite

s

Networ

k tools

Supervis

ion / O

perat

ion

Securit

y too

ls

Directo

ry &

grou

pware

Web

por

tals,

EDM

,

Knowled

ge m

anag

emen

t

index

ing a

nd sear

ch

SGBD

X X : Number of related competencies

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Escalation process

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Service Level Agreements

Actions Critical Defects Major Defects

Ticket Acknowledgment 1 WH 1 WH

Feedback (information, answers) 1 WD 1 WD

Restoration (workaround or resolution) 1 WD 5 WD

Correction (full resolution) 5 WD 20 WD

Actions Critical Defects Major Defects

Ticket Acknowledgment 1 WH 1 WH

Feedback (information, answers) 1 WD 1 WD

Restoration (workaround or resolution) 5 WD 20 WD

Correction (full resolution) 20 WD 60 WD

→ For Critical SLAs

WH : Working Hours / WD : Working Days

→ For Non Critical SLAs

WH : Working Hours / WD : Working Days

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OSSA : possible Options

Strategic surveysStrategic surveysSpecific requests concerning software or

software domain

New software featuresNew software features Additional software developments in supported perimeters

Coaching, trainingCoaching, training In house training on supported softwares

......Any specific requests in the form of work units

and purchase orders

Dedicated TAMDedicated TAMAssignment of a dedicated Technical Account

Manager, including a monthly meeting

Monthly community & software reviewsRecurring surveysRecurring surveys

THANK YOU !