CRMDaily.com: Latest Open-Source Revolution: Tech Support
Oct 08, 2003, 10:00 (3 Talkback[s])
(Other stories by James Maguire)
"Historically, proprietary-software companies have maintained
much more highly developed customer-support infrastructures than
open-source software firms. Providing a user purchased the right
contract, tech help would be just a phone call away.
"The best that open-source software could offer, on the other
hand, was uncertainty. If a large enterprise were to migrate to
Linux in 1998, for example, could it rely upon one of the small
open-source vendors to keep it up and running?
"But that situation has radically changed. As open-source
software and the companies that sell it have matured, vendor
support has come a long way. The operative question for the
software industry now is this: Has the open-source community
leveled the tech-support playing field...?"