Canonical’s Service and Support

While it is surprising to many users, fewer than half of Canonical’s employees work on the Ubuntu project. The rest of the employees fall into several categories: business development, support and administration, and development of other projects such as Bazaar and Launchpad.

Individuals involved in business development help create strategic deals and certification programs with other companies—primarily around Ubuntu. In large part, these are things that the community is either ill suited for or uninterested in as a whole. One example of business development work is the process of working with companies to ensure that their software (usually proprietary) is built and certified to run on Ubuntu. For example, Canonical worked with IBM to ensure that its popular DB2 database would run on Ubuntu and, when this was achieved, worked to have Ubuntu certified as a platform that would run DB2. Similarly, Canonical worked with Dell to ensure that Ubuntu could be installed and supported on Dell laptops and desktops as an option for its customers. A third example is the production of this book, which, published by Pearson Education’s Prentice Hall imprint, was a product of work with Canonical.

Canonical also plays an important support role in the Ubuntu project in three ways. First, Canonical supports the development of the Ubuntu project. For example, Canonical system administrators keep servers up that support development and distribution of Ubuntu. Second, Canonical helps Ubuntu users and businesses directly by offering phone and e-mail support. Additionally, Canonical has helped build a large commercial Ubuntu support operation by arranging for support contracts with larger companies and organizations. This support is over and above the free (i.e., gratis) support offered by the community—this commercial support is offered at a fee and is either part of a longer-term flat-fee support contract or is pay-per-instance. By offering commercial support for Ubuntu in a variety of ways, Canonical has made a business for itself and helps make Ubuntu a more palatable option for the businesses, large and small, that are looking for an enterprise or enterprise-class GNU/Linux product with support contracts like those offered by other commercial GNU/Linux distributions.

Finally, Ubuntu supports other support organizations. Canonical does not seek or try to enforce a monopoly on Ubuntu support; it proudly lists hundreds of other organizations offering support for Ubuntu on the Ubuntu Web pages. Instead, Canonical offers what is called second-tier support to these organizations. Because Canonical employs many of the core Ubuntu developers, the company is very well suited to taking action on many of the tougher problems that these support organizations may run into. With its concentrated expertise, Canonical can offer this type of backup, or secondary support, to these organizations.

Source of Information : Prentice Hall The official Ubuntu Book 5th Edition 2010 

Canonical’s Service and Support