RedHat’s SLA: simpler is better
Posted by Jorge Bernal June 05, 2007
I know this is a bit old, but I’ve been trying to catch up with all the new stories after a conference, vacation, broken laptop and loads of work.
RedHat Enterprise Linux 5 (RHEL 5) was launched some months ago. I’ve never been a big fan of RedHat in terms of technology. I guess is quite good now, but RPMs scared me years ago and I’m not over it yet.
One of the things I liked is that RedHat proved that the KISS principle doesn’t only apply to software development, but to marketing and sales too. This is their new SLA (service level agreement). Can’t be simpler.
That reminds me of MySQL and their all-you-can-eat support package (MySQL Enterprise Unlimited), easy to understand and with a catchy slogan:
For the price of a single CPU of Oracle Enterprise Edition ($40,000 per CPU), you can deploy an unlimited number of MySQL Enterprise Servers, with full 24×7 production support
It seems open source businesses are not only innovating on the technical side, but also disrupting the industry.
Sure, they drew the chalk outline well. That’s not however what makes SLA. You need to add stuff like the fees, definition of responsibilities for the parties, action speed definitions (how long time it can take for a bugfix), what actually all those words mean (I think KDE is butt ugly with all those gizmos and buttons, it’s an obvious blocker lever *bug* - please make KDE like Gnome, fix the bug k thx bye), what happens when the SLA gets violated (penalties), … Dozens if not hundreds of things are missing and before I would see them all, black on white, I wouldn’t cheer. At all.
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