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NewsForge: New Report Says Support Needs of Enterprise Users Changing

Sep 05, 2006, 17:15 (0 Talkback[s])
(Other stories by Lisa Hoover)


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"According to a report released recently by The 451 Group, enterprise users aren't as concerned with a stack provider's ability to provide exclusive support for their products as previously thought. The report, 'Stack and Deliver,' suggests that stack providers--companies that offer pre-assembled sets (stacks) of commonly used open source software components and services--should focus more on the quality of support, not just its delivery method.

"This idea flies in the face of a commonly held theory that enterprise users want a single point of accountability, or 'single throat to choke,' for software support services. A survey of 70 self-selecting stack customers revealed that while the need for vendor support is critical, the vast majority of users are willing to access that support through several channels rather than rely on a single vendor to provide support for all components in a stack..."

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