Canonical’s Ubuntu support scope
What software will Canonical provide support for? That’s probably one of the questions you were asking if you read my previous post about commercial service subscriptions and bug resolution. Or perhaps not, but it’s a rhetorical device that suits me for this post!
Generally speaking for an application to be supported as part of a service subscription it has to be within the Main repository. This is because applications within the Main repository receive public maintenance (bug fixes and security updates) for the life-cycle of the release.
In order for an application to move into Main it goes through a stringent security and quality assurance assessment. As part of this review Canonical’s engineers inspect the code and ensure that they are able to maintain it. Consequently, those engineers also provide bug-fixes and maintenance for Canonical customers.
I find it interesting that generally the ability to maintain and fix code is one type of developer skill-set, while writing new features is a different one. Colin Watson recently told me that an early manager had told him that there are two types of developers in the world, those that create things and those that finish them off. Intuitively that feels right to me and by definition a distribution is focused on the latter where integration, polish and quality assurance rule.
The second issue is how do you know which software is covered within the Ubuntu service that you subscribed to? Some Linux distributions deal with this by covering all the software that they physically ship to customers. However, in Ubuntu’s case most users receive the software electronically so this doesn’t work. Second, the Main archive and seeds are relatively fixed and don’t map well to a subscription service for a particular target market. Essentially this means it’s hard to reflect the services within the technology.
Consequently, when a customer purchases a particular service subscription they receive a Service Description. This describes the scope of support, the bug-fixing coverage, the legal indemnification, the software components covered and the response levels. For example, a consumer desktop service wouldn’t cover complex integration problems with a Microsoft Windows network, while this would be critical for a corporate subscription designed for customers with legacy networks. Effectively, the description tries to describe the types of use-cases and categories that are covered.
I hope this has given a bit of insight into how Canonical does support and bug-fixes for our customers.