Commercial support for fixing bugs

[Etienne Goyer]

I work for Canonical Global Services and Support.  A couple of comments:


Alvin wrote:
> I contacted Canonical a while ago, and a support contract will give you the 
> right to 10 support cases per annum.

That changed recently, there's no more case limit.  However, support
contract are still sold on a per-machine basis.


> So, the bugs I mentioned in my previous post would receive higher priority. I 
> only wonder whether this specific bug would be solved in karmic, because it 
> needs another solution than the one that will be used for lucid. After all, is 
> is already fixed.

If you report this issue as a support case, it will be triaged and
investigated by a support analyst.  If appropriate, it might be
escalated internally to developers.

It is important to note, though, that we cannot commit to fixing a
specific bug within the scope of a support contract.  The purpose of a
support contract is to get help in resolving problems.  That help can
take the form of a bug fix where appropriate, or it can be something
else, such as a workaround.  What we aim for is to ensure the customer's
business continuity.


> So, will taking a support contract guarantee bootable machines in the next 4 
> months?

Yes.  Canonical Support will provide a solution to your problem.  It may
or may not take the form of a fix for bug #470776, but we will make sure
the Ubuntu systems under support contract remain reliable and perform
according to expectations.


If you have further question, or need clarification, on the scope of
Canonical Support, I suggest you contact someone at Canonical directly.
   Public mailing list may not be the best place to ask.


Best regards,

-- 
Etienne Goyer
Technical Account Manager - Canonical Ltd
Ubuntu Certified Instructor    -   LPIC-3