Trusting Open Source for Production...
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You know, having been the guy on the other end of the support line for some huge vendors, one of the things that I think customers rarely understand is that the commercial support person that they are calling is very often just a random IT pro who happens to know something about that product. Many times they have no special training. I've worked for some of the biggest vendors and literally had less access to resources than the customers I was supporting did. Customers often feel like the person from the vendor must have been born and raised with the vendor, have unfettered access to the deep corridors and lunch with the CEO every day. But the reality is is that those support people are underpaid, IT pros who got brought in three months ago because they were understaffed and have no more expertise specific to the product than the people in the forums.
This changes when you get to talk to developers rather than support people. When you are interfacing with the people who actually make the products. In that regards, open source projects like Xen Orchestra, HA-Lizard, NodeBB, Snipe-IT, ownCloud, etc. actually blow most commercial products totally out of the water as far as support. You want to know how to fix something? The people who actually make the product come into the forum (this forum, in fact) and help out. Literally no one knows the product better than they do. Go to Microsoft for Windows support and you can't get anything like that. You get someone who can't speak English who doesn't know Windows at all that can't even get you access to people who know how to support it. Even if you have insider connections you often struggle to get basic support.
There is really no comparison on support. And that's before you consider things like "you can fix it yourself." Can't really do that with closed source software. But open source, if you need to you are free to start fixing or modifying things. People act like that is a ridiculous thing to say but companies really do this, all the time. And it provides a level of value that closed source simply can't touch.
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99.5% of our Vertical applications are internally developed.. while not opensource the support is no different. We can't go to anyone else for it. We can't blame anyone else. We actually have less the open source, we can't google solutions and we can't search/ask on forums.
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@Jason said:
99.5% of our Vertical applications are internally developed.. while not opensource the support is no different. We can't go to anyone else for it. We can't blame anyone else. We actually have less the open source, we can't google solutions and we can't search/ask on forums.
Excellent point. In the enterprise space the idea of working with the source for things and maintaining repositories is second nature. Pretty much every large organization is doing that stuff already.
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@scottalanmiller and I were having a similar conversation the other day.
I feel like you are more protected by using a product like Windows, and he is trying to convince me (and mostly doing so) that my thinking is backward on this.
So I will be following this thread with interest.
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You are generally less protected by windows.. Heck if windows has an issue it's closed source so even if you knew how to fix it you couldn't in many cases.
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@DustinB3403 said:
I can carry my grocery bags to the car just fine, but if an employee offered to carry them for me at no charge, I'm almost certain I'd take that offer.
But it's not free - the store is paying that employee, and that cost is made up in higher cost of goods to you.
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@Jason said:
You are generally less protected by windows.. Heck if windows has an issue it's closed source so even if you knew how to fix it you couldn't in many cases.
I guess my "argument" is that I trust MS more than a community to fix issues.
The whole community thing is what I need to come to grips with, I think.
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@Dashrender said:
@DustinB3403 said:
I can carry my grocery bags to the car just fine, but if an employee offered to carry them for me at no charge, I'm almost certain I'd take that offer.
But it's not free - the store is paying that employee, and that cost is made up in higher cost of goods to you.
Also do you trust the employee to Safely put them in the car like you would too prevent damage? They don't care. and if it's a truly "free" service you have no recourse if something gets damaged.
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@scottalanmiller said:
Enterprise support includes access to the developers in additional the immediate response support teams. And those support agreements, with companies like Red Hat, Canonical, Suse, Oracle, etc. generally means responses measured in minutes or real time, not things you wait for someone to get back on.
Usually they can get to you in 2 min or less if you open a ticket, or near immediate if you call. It isn't cheap though.
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@scottalanmiller said:
Long term support response issues are typically associated with the "bundled" support that SMBs try to get. SMBs don't like to pay for support, they like to buy software and feel like support is free. Enterprises typically get their software for free and pay for the support. When you pay for support you get a completely different experience because the vendor has to provide good support or you don't pay. But in the SMB the goal is to convince you to stop calling support because every call costs them money. They want you to stop calling and stop depending on them. The way that different organizations buy support changes how the interaction between them and the vendor works.
Interesting.
Would support be more expensive for SMB if the vendors gave the product away and only charged for support? Of course SMBs probably would rarely be calling upon the vendor to make kernel fixes, etc, they would be asking for break fix support.
But perhaps that's just not really possible, because as you said, SMBs are using this support more for augmented IT because the SMB doesn't know the product and are simply relying on the vendor to support the product (I'll admit I've done that with Cisco before - have them write the config for me when I needed a change).
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@Jason said:
@Dashrender said:
@DustinB3403 said:
I can carry my grocery bags to the car just fine, but if an employee offered to carry them for me at no charge, I'm almost certain I'd take that offer.
But it's not free - the store is paying that employee, and that cost is made up in higher cost of goods to you.
Also do you trust the employee to Safely put them in the car like you would too prevent damage? They don't care. and if it's a truly "free" service you have no recourse if something gets damaged.
If that person is a store employee, then I'm sure they would be covered by the store for any damage they cause, though if they put a gallon of milk on top of your bread in your trunk... yeah you'll get nothing for that.
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@Dashrender said:
though if they put a gallon of milk on top of your bread in your trunk... yeah you'll get nothing for that.
That's what I was referring to.
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Thank you for the responses, but still no one besides maybe @scottalanmiller has posted why / when businesses choose Open Source over closed source.
Lets take for example Xen Orchestra, I just yesterday compiled the system in my home lab (running on my Xen Server Hypervisor as a VM)
Now I doubt many people would be willing to implement and use Xen Orchestra in a business environment because well, there is no paid support. It's the community edition.
But why not, the software is simply configured by you, supported by you, and at a substantial saving to you. Why is a solution as heavily adored by many professionals looked down upon because it's the "community edition"?
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@DustinB3403 said:
has posted why / when businesses choose Open Source over closed source.
Closed/Open source is never the determining factor when choosing a solution. You have a business need and you fill that with the best solution that makes business sense. Opensource or closed source doesn't really play into it unless the goal is for customization..
Of course I won't go into that, because it's often better to make your own solution than highly customize a pre-made one.
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I think Jason is right.
That's probably the long and the short of it.Finding a solution that provides what you need. For the SMB, that generally means a complete full product - rare is the situation when and SMB is going to code anything themselves - or outsource to have it done.
Dustin, you also mentioned that SMBs can probably suffer a 4 hour outage but a large company can't? Maybe that's true, maybe it's not. Again depends on the situation.
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@Dashrender said:
Dustin, you also mentioned that SMBs can probably suffer a 4 hour outage but a large company can't? Maybe that's true, maybe it's not. Again depends on the situation.
We had a four hour outage from the DC to All South Carolina and Indiana Locations last week. It was because of a backbone failure. Four hours is a pretty quick repair.. Yes it costs us hundreds of thousands of dollars in lost revenue. But to have the infrastructure to prevent that kind of very rare outage all the time would cost us far more. It's a solely a business decision, not an IT one.
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@Dashrender said:
Finding a solution that provides what you need. For the SMB, that generally means a complete full product - rare is the situation when and SMB is going to code anything themselves - or outsource to have it done.
Outsourcing Application development is probably one of the worse decisions you can make. You get locked into something that will never be updated and no one can really support. If you don't have a in house development team custom applications are not the way to go.
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@DustinB3403 said:
Thank you for the responses, but still no one besides maybe @scottalanmiller has posted why / when businesses choose Open Source over closed source.
Lets take for example Xen Orchestra, I just yesterday compiled the system in my home lab (running on my Xen Server Hypervisor as a VM)
Now I doubt many people would be willing to implement and use Xen Orchestra in a business environment because well, there is no paid support. It's the community edition.
But why not, the software is simply configured by you, supported by you, and at a substantial saving to you. Why is a solution as heavily adored by many professionals looked down upon because it's the "community edition"?
First of all, understand that my situation is very different from most. The people I work for own 5 different companies, and I'm the lone IT person for all of them. Less than 20 total people throughout those 5 companies (putting the small in small business!) Thinking of it as more of a one man MSP would be about right.
Only one of those companies would actually have the cash flow to make paid support an option. Also, when the only servers in the places are used boxes from Stallard Technologies (www.stikc.com), the support and/or licensing for a server OS starts at ~2x what the box its self cost. Add to the mix that I had been an IRIX admin previously, and open source is just the way to go.
So far the only thing that could go wrong from the user side is the internet going down. Which did happen this week due to a hard drive failure and the raid array being in read-only mode on the host while it rebuilt. Yes, the internet routing is being handled by an open source software distribution. The CentOS gives me not only a router, but also IPS, IDS, blind proxy, real-time virus scans, and VPN. Sure a paid solution will offer all those features, but at what price? Especially when I can get it installed and configured in less than an hour.
Within the next year I'll have them setup on a proper domain and file server as well, also all open source. Making user files available for them whatever computer they happen to be in front of at any given point is kinda a big deal. All done with different open source options.
I'll grant you that most admins have been trained in the Microsoft way of doing things rather that the UNIX/IRIX/Linux way. So, business wise, paying for Microsoft Server licensing, rather than complete retaining, makes a lot more sense in those cases.
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Well think about it like this.
As one option, you have the "we ourselves will support it" on the other hand you have "Microsoft (or whoever) will support it".
When does having Microsoft there become more of a cost or burden compared to using an open source alternative.
Back to Xen Orchestra, would anyone here use Xen Orchestra and not specifically XOA (the paid option in a Production system) if the software works just as well. All you'd be losing is the "paid support" aspect which you might never use.
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@DustinB3403 said:
Back to Xen Orchestra, would anyone here use Xen Orchestra and not specifically XOA (the paid option in a Production system) if the software works just as well. All you'd be losing is the "paid support" aspect which you might never use.
Well, considering I spun up a fresh Debian install in VB last night and got the latest test build of Xen Orchestra running, I don't see why not. I've even got it (slowly) uploading to my Google Drive account as an ova so others can easily use it if they'd like. It really should be an option for an all Linux shop.
Edit: complete thoughts help
