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r274 r368 1 <html><head><meta http-equiv="Content-Type" content="text/html; charset=ISO-8859-1"><title>Chapter 14. Samba Support</title><link rel="stylesheet" href="../samba.css" type="text/css"><meta name="generator" content="DocBook XSL Stylesheets V1.7 4.0"><link rel="home" href="index.html" title="Samba-3 by Example"><link rel="up" href="RefSection.html" title="Part III. Reference Section"><link rel="prev" href="HA.html" title="Chapter 13. Performance, Reliability, and Availability"><link rel="next" href="appendix.html" title="Chapter 15. A Collection of Useful Tidbits"></head><body bgcolor="white" text="black" link="#0000FF" vlink="#840084" alink="#0000FF"><div class="navheader"><table width="100%" summary="Navigation header"><tr><th colspan="3" align="center">Chapter 14. Samba Support</th></tr><tr><td width="20%" align="left"><a accesskey="p" href="HA.html">Prev</a> </td><th width="60%" align="center">Part III. Reference Section</th><td width="20%" align="right"> <a accesskey="n" href="appendix.html">Next</a></td></tr></table><hr></div><div class="chapter" lang="en-US"><div class="titlepage"><div><div><h2 class="title"><a name="id2620898"></a>Chapter 14. Samba Support</h2></div></div></div><div class="toc"><p><b>Table of Contents</b></p><dl><dt><span class="sect1"><a href="ch14.html#id2621028">Free Support</a></span></dt><dt><span class="sect1"><a href="ch14.html#id2621247">Commercial Support</a></span></dt></dl></div><p>2 <a class="indexterm" name="id262 0907"></a>3 One of the most difficult to answer questions in the information technology industry is, “<span class="quote">What is4 support?</span>” . That question irritates some folks, as much as common answers may annoy others.1 <html><head><meta http-equiv="Content-Type" content="text/html; charset=ISO-8859-1"><title>Chapter 14. Samba Support</title><link rel="stylesheet" href="../samba.css" type="text/css"><meta name="generator" content="DocBook XSL Stylesheets V1.75.2"><link rel="home" href="index.html" title="Samba-3 by Example"><link rel="up" href="RefSection.html" title="Part III. Reference Section"><link rel="prev" href="HA.html" title="Chapter 13. Performance, Reliability, and Availability"><link rel="next" href="appendix.html" title="Chapter 15. A Collection of Useful Tidbits"></head><body bgcolor="white" text="black" link="#0000FF" vlink="#840084" alink="#0000FF"><div class="navheader"><table width="100%" summary="Navigation header"><tr><th colspan="3" align="center">Chapter 14. Samba Support</th></tr><tr><td width="20%" align="left"><a accesskey="p" href="HA.html">Prev</a> </td><th width="60%" align="center">Part III. Reference Section</th><td width="20%" align="right"> <a accesskey="n" href="appendix.html">Next</a></td></tr></table><hr></div><div lang="en-US" class="chapter" title="Chapter 14. Samba Support"><div class="titlepage"><div><div><h2 class="title"><a name="id2626956"></a>Chapter 14. Samba Support</h2></div></div></div><div class="toc"><p><b>Table of Contents</b></p><dl><dt><span class="sect1"><a href="ch14.html#id2627087">Free Support</a></span></dt><dt><span class="sect1"><a href="ch14.html#id2627306">Commercial Support</a></span></dt></dl></div><p> 2 <a class="indexterm" name="id2626966"></a> 3 One of the most difficult to answer questions in the information technology industry is, <span class="quote">“<span class="quote">What is 4 support?</span>”</span>. That question irritates some folks, as much as common answers may annoy others. 5 5 </p><p> 6 <a class="indexterm" name="id262 0924"></a>6 <a class="indexterm" name="id2626982"></a> 7 7 The most aggravating situation pertaining to support is typified when, as a Linux user, a call is made to 8 8 an Internet service provider who, instead of listening to the problem to find a solution, blandly replies: 9 “<span class="quote">Oh, Linux? We do not support Linux!</span>”. It has happened to me, and similar situations happen9 <span class="quote">“<span class="quote">Oh, Linux? We do not support Linux!</span>”</span>. It has happened to me, and similar situations happen 10 10 through-out the IT industry. Answers like that are designed to inform us that there are some customers 11 11 that a business just does not want to deal with, and well may we feel the anguish of the rejection that … … 16 16 inconvenience, loss of productivity, disorientation, uncertainty, and real or perceived risk. 17 17 </p><p> 18 <a class="indexterm" name="id262 0954"></a>19 <a class="indexterm" name="id262 0961"></a>20 <a class="indexterm" name="id262 0968"></a>18 <a class="indexterm" name="id2627013"></a> 19 <a class="indexterm" name="id2627020"></a> 20 <a class="indexterm" name="id2627027"></a> 21 21 One of the forces that has become a driving force for the adoption of open source software is the fact that 22 22 many IT businesses have provided services that have perhaps failed to deliver what the customer expected, or 23 23 that have been found wanting for other reasons. 24 24 </p><p> 25 <a class="indexterm" name="id262 0983"></a>26 <a class="indexterm" name="id262 0990"></a>25 <a class="indexterm" name="id2627042"></a> 26 <a class="indexterm" name="id2627048"></a> 27 27 In recognition of the need for needs satisfaction as the primary experience an information technology user or 28 28 consumer expects, the information provided in this chapter may help someone to avoid an unpleasant experience 29 29 in respect of problem resolution. 30 30 </p><p> 31 <a class="indexterm" name="id262 1004"></a>32 <a class="indexterm" name="id262 1011"></a>33 <a class="indexterm" name="id262 1018"></a>31 <a class="indexterm" name="id2627063"></a> 32 <a class="indexterm" name="id2627070"></a> 33 <a class="indexterm" name="id2627077"></a> 34 34 In the open source software arena there are two support options: free support and paid-for (commercial) 35 35 support. 36 </p><div class="sect1" lang="en-US"><div class="titlepage"><div><div><h2 class="title" style="clear: both"><a name="id2621028"></a>Free Support</h2></div></div></div><p>37 <a class="indexterm" name="id262 1036"></a>38 <a class="indexterm" name="id262 1043"></a>39 <a class="indexterm" name="id262 1050"></a>40 <a class="indexterm" name="id262 1057"></a>41 <a class="indexterm" name="id262 1064"></a>42 <a class="indexterm" name="id262 1071"></a>36 </p><div class="sect1" title="Free Support"><div class="titlepage"><div><div><h2 class="title" style="clear: both"><a name="id2627087"></a>Free Support</h2></div></div></div><p> 37 <a class="indexterm" name="id2627095"></a> 38 <a class="indexterm" name="id2627102"></a> 39 <a class="indexterm" name="id2627108"></a> 40 <a class="indexterm" name="id2627115"></a> 41 <a class="indexterm" name="id2627122"></a> 42 <a class="indexterm" name="id2627129"></a> 43 43 Free support may be obtained from friends, colleagues, user groups, mailing lists, and interactive help 44 44 facilities. An example of an interactive dacility is the Internet relay chat (IRC) channels that host user 45 45 supported mutual assistance. 46 46 </p><p> 47 <a class="indexterm" name="id262 1085"></a>48 <a class="indexterm" name="id262 1092"></a>49 <a class="indexterm" name="id262 1099"></a>50 <a class="indexterm" name="id262 1106"></a>51 <a class="indexterm" name="id262 1112"></a>47 <a class="indexterm" name="id2627143"></a> 48 <a class="indexterm" name="id2627150"></a> 49 <a class="indexterm" name="id2627157"></a> 50 <a class="indexterm" name="id2627164"></a> 51 <a class="indexterm" name="id2627171"></a> 52 52 The Samba project maintains a mailing list that is commonly used to discuss solutions to Samba deployments. 53 53 Information regarding subscription to the Samba mailing list can be found on the Samba <a class="ulink" href="https://lists.samba.org/mailman/" target="_top">web</a> site. The public mailing list that can be used to obtain … … 56 56 the Samba <a class="ulink" href="http://www.samba.org/samba.irc.html" target="_top">IRC</a> web page. 57 57 </p><p> 58 <a class="indexterm" name="id262 1154"></a>59 <a class="indexterm" name="id262 1161"></a>60 <a class="indexterm" name="id262 1168"></a>61 <a class="indexterm" name="id262 1175"></a>58 <a class="indexterm" name="id2627212"></a> 59 <a class="indexterm" name="id2627219"></a> 60 <a class="indexterm" name="id2627226"></a> 61 <a class="indexterm" name="id2627233"></a> 62 62 As a general rule, it is considered poor net behavior to contact a Samba Team member directly 63 63 for free support. Most active members of the Samba Team work exceptionally long hours to assist … … 67 67 to show appropriate discretion and reservation in all direct contact. 68 68 </p><p> 69 <a class="indexterm" name="id262 1194"></a>70 <a class="indexterm" name="id262 1201"></a>71 <a class="indexterm" name="id262 1208"></a>69 <a class="indexterm" name="id2627253"></a> 70 <a class="indexterm" name="id2627260"></a> 71 <a class="indexterm" name="id2627267"></a> 72 72 When you stumble across a Samba bug, often the quickest way to get it resolved is by posting 73 73 a bug <a class="ulink" href="https://bugzilla.samba.org/" target="_top">report</a>. All such reports are mailed to … … 77 77 that will permit the problem to be reproduced. 78 78 </p><p> 79 <a class="indexterm" name="id262 1232"></a>79 <a class="indexterm" name="id2627291"></a> 80 80 We all recognize that sometimes free support does not provide the answer that is sought within 81 81 the time-frame required. At other times the problem is elusive and you may lack the experience 82 82 necessary to isolate the problem and thus to resolve it. This is a situation where is may be 83 83 prudent to purchase paid-for support. 84 </p></div><div class="sect1" lang="en-US"><div class="titlepage"><div><div><h2 class="title" style="clear: both"><a name="id2621247"></a>Commercial Support</h2></div></div></div><p>84 </p></div><div class="sect1" title="Commercial Support"><div class="titlepage"><div><div><h2 class="title" style="clear: both"><a name="id2627306"></a>Commercial Support</h2></div></div></div><p> 85 85 There are six basic support oriented services that are most commonly sought by Samba sites: 86 </p><div class="itemizedlist"><ul type="disc"><li><p>Assistance with network design</p></li><li><p>Staff Training</p></li><li><p>Assistance with Samba network deployment and installation</p></li><li><p>Priority telephone or email Samba configuration assistance</p></li><li><p>Trouble-shooting and diagnostic assistance</p></li><li><p>Provision of quality assured ready-to-install Samba binary packages</p></li></ul></div><p>87 <a class="indexterm" name="id262 1294"></a>88 <a class="indexterm" name="id262 1301"></a>86 </p><div class="itemizedlist"><ul class="itemizedlist" type="disc"><li class="listitem"><p>Assistance with network design</p></li><li class="listitem"><p>Staff Training</p></li><li class="listitem"><p>Assistance with Samba network deployment and installation</p></li><li class="listitem"><p>Priority telephone or email Samba configuration assistance</p></li><li class="listitem"><p>Trouble-shooting and diagnostic assistance</p></li><li class="listitem"><p>Provision of quality assured ready-to-install Samba binary packages</p></li></ul></div><p> 87 <a class="indexterm" name="id2627352"></a> 88 <a class="indexterm" name="id2627359"></a> 89 89 Information regarding companies that provide professional Samba support can be obtained by performing a Google 90 90 search, as well as by reference to the Samba <a class="ulink" href="http://www.samba.org/samba/support.html" target="_top">Support</a> web page. Companies who notify the Samba Team … … 94 94 them. 95 95 </p><p> 96 <a class="indexterm" name="id262 1326"></a>96 <a class="indexterm" name="id2627385"></a> 97 97 The policy within the Samba Team is to treat all commercial support providers equally and to show no 98 98 preference. As a result, Samba Team members who provide commercial support are lumped in with everyone else. … … 100 100 is pro-community; so do what you can to help a local business to prosper. 101 101 </p><p> 102 <a class="indexterm" name="id262 1343"></a>102 <a class="indexterm" name="id2627402"></a> 103 103 Open source software support can be found in any quality, at any price and in any place you can 104 104 to obtain it. Over 180 companies around the world provide Samba support, there is no excuse for
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