"This Perspective analyzes the Linux operating system
support offerings for 12 product support providers. Support
offering characteristics and attributes, such as hours of coverage,
geographical coverage, response time, access to support centers,
incident communication media and entitled Internet-based services,
are profiled. This Perspective also reports on the problem
escalation methods and processes used by support providers.
...Linux support providers who don't incorporate high-availability
or mission-critical support offerings in their portfolios risk
losing competitive differentiation in the next two years (0.8
probability). ...Increased market adoption for Linux will drive
support services price sensitivity, requirements for robust
technical support and access to Linux distributors by the end of
2002 (0.8 probability). ...Leading edge Linux support offerings
will have automated diagnosis and self-healing capabilities by the
end of 2001 (0.8 probability)."