From 8f8a9f01909ba29e2b781310baeeaaddc3f15f0d Mon Sep 17 00:00:00 2001 From: "Gerald W. Carter" Date: Tue, 22 Apr 2008 10:09:40 -0500 Subject: Moving docs tree to docs-xml to make room for generated docs in the release tarball. (This used to be commit 9f672c26d63955f613088489c6efbdc08b5b2d14) --- docs-xml/Samba3-HOWTO/TOSHARG-Support.xml | 163 ++++++++++++++++++++++++++++++ 1 file changed, 163 insertions(+) create mode 100644 docs-xml/Samba3-HOWTO/TOSHARG-Support.xml (limited to 'docs-xml/Samba3-HOWTO/TOSHARG-Support.xml') diff --git a/docs-xml/Samba3-HOWTO/TOSHARG-Support.xml b/docs-xml/Samba3-HOWTO/TOSHARG-Support.xml new file mode 100644 index 0000000000..b970bc00f0 --- /dev/null +++ b/docs-xml/Samba3-HOWTO/TOSHARG-Support.xml @@ -0,0 +1,163 @@ + + + + +Samba Support + + +support +One of the most difficult to answer questions in the information technology industry is, What is +support?. That question irritates some folks, as much as common answers may annoy others. + + + +customers +The most aggravating situation pertaining to support is typified when, as a Linux user, a call is made to +an Internet service provider who, instead of listening to the problem to find a solution, blandly replies: +Oh, Linux? We do not support Linux!. It has happened to me, and similar situations happen +through-out the IT industry. Answers like that are designed to inform us that there are some customers +that a business just does not want to deal with, and well may we feel the anguish of the rejection that +is dished out. + + + +One way to consider support is to view it as consisting of the right answer, in the right place, +at the right time, no matter the situation. Support is all that it takes to take away pain, disruption, +inconvenience, loss of productivity, disorientation, uncertainty, and real or perceived risk. + + + +provided services +services provided +customer expected +One of the forces that has become a driving force for the adoption of open source software is the fact that +many IT businesses have provided services that have perhaps failed to deliver what the customer expected, or +that have been found wanting for other reasons. + + + +consumer expects +problem resolution +In recognition of the need for needs satisfaction as the primary experience an information technology user or +consumer expects, the information provided in this chapter may help someone to avoid an unpleasant experience +in respect of problem resolution. + + + +free support +paid-for support +commercial support +In the open source software arena there are two support options: free support and paid-for (commercial) +support. + + + + Free Support + + +user groups +mailing lists +interactive help +help +mutual assistance +assistance + Free support may be obtained from friends, colleagues, user groups, mailing lists, and interactive help + facilities. An example of an interactive dacility is the Internet relay chat (IRC) channels that host user + supported mutual assistance. + + + +mailing list +deployment +subscription +IRC +project + The Samba project maintains a mailing list that is commonly used to discuss solutions to Samba deployments. + Information regarding subscription to the Samba mailing list can be found on the Samba web site. The public mailing list that can be used to obtain + free, user contributed, support is called the samba list. The email address for this list + is at mail:samba@samba.org. Information regarding the Samba IRC channels may be found on + the Samba IRC web page. + + + +free support +qualified problem +requesting payment +professional support + As a general rule, it is considered poor net behavior to contact a Samba Team member directly + for free support. Most active members of the Samba Team work exceptionally long hours to assist + users who have demonstrated a qualified problem. Some team members may respond to direct email + or telephone contact, with requests for assistance, by requesting payment. A few of the Samba + Team members actually provide professional paid-for Samba support and it is therefore wise + to show appropriate discretion and reservation in all direct contact. + + + +bug report +problem report +code maintainer + When you stumble across a Samba bug, often the quickest way to get it resolved is by posting + a bug report. All such reports are mailed to + the responsible code maintainer for action. The better the report, and the more serious it is, + the sooner it will be dealt with. On the other hand, if the responsible person can not duplicate + the reported bug it is likely to be rejected. It is up to you to provide sufficient information + that will permit the problem to be reproduced. + + + +purchase support + We all recognize that sometimes free support does not provide the answer that is sought within + the time-frame required. At other times the problem is elusive and you may lack the experience + necessary to isolate the problem and thus to resolve it. This is a situation where is may be + prudent to purchase paid-for support. + + + + + + Commercial Support + + + There are six basic support oriented services that are most commonly sought by Samba sites: + + + + Assistance with network design + Staff Training + Assistance with Samba network deployment and installation + Priority telephone or email Samba configuration assistance + Trouble-shooting and diagnostic assistance + Provision of quality assured ready-to-install Samba binary packages + + + +commercial support +country of origin + Information regarding companies that provide professional Samba support can be obtained by performing a Google + search, as well as by reference to the Samba Support web page. Companies who notify the Samba Team + that they provide commercial support are given a free listing that is sorted by the country of origin. + Multiple listings are permitted, however no guarantee is offered. It is left to you to qualify a support + provider and to satisfy yourself that both the company and its staff are able to deliver what is required of + them. + + + +commercial support + The policy within the Samba Team is to treat all commercial support providers equally and to show no + preference. As a result, Samba Team members who provide commercial support are lumped in with everyone else. + You are encouraged to obtain the services needed from a company in your local area. The open source movement + is pro-community; so do what you can to help a local business to prosper. + + + +unsupported software + Open source software support can be found in any quality, at any price and in any place you can + to obtain it. Over 180 companies around the world provide Samba support, there is no excuse for + suffering in the mistaken belief that Samba is unsupported software &smbmdash; it is supported. + + + + + -- cgit