Service and support is now the mantra for more and more corporations. Good internal S&S means workers are more efficient and profitable. Good S&S for customers means happier customers who keep coming back and buying more, and that means fatter profits.

But support comes in many flavors. There's a growing trend toward outsourcing service and support functions. Many companies routinely purchase plans from third parties that manage in-house help desks or operate customer call centers.

But what about support for your network operating system or Web server software? If you use commercial products, you probably get (and maybe paid for) vendor support from the likes of a Novell, Microsoft, or IBM.

But if you're using open source software (OSS), such as Linux or Apache, service and support isn't a given. In fact, getting help can be a challenge, which is one reason some major corporations have been leery of using open source products.

Since OSS is developed by many different people instead of a single entity, getting support means browsing newsgroups, FAQs, and developer-written documentation. But that's changing. Third-party companies are now offering more formalized, fee-based support plans for open source products, complete with 24/7 phone, Web, and e-mail support.

But do these support plans match the quality and coverage of commercial software vendors? Are they a good value? In an attempt to answer these questions, I decided to check out Linuxcare Inc.'s Linuxcare and Covalent Technologies' Apache 1st Support. The first supports nearly all major Linux distributions and related software (such as TurboLinux Cluster). The second provides support for the Apache Web server.

If you're looking for powerhouse online knowledgebases and manuals, look elsewhere--maybe to your Linux or Apache documentation. But if you need to reach Linux or Apache pros who can solve network or Web conundrums, these two services are well worth exploring. Both have expertise and response times that rival commercial software providers.

Taking Care of Linux

Linuxcare offers two support packages--Frontline and Backline, with different plans within each package. Front line gives you direct access to Linuxcare experts who can answer your questions about any major Linux distribution on the Intel, PowerPC, Alpha, and other platforms. Backline integrates Linuxcare with your in-house support group. The service is top-notch--but you'll pay a breathtaking amount to get it.

Linuxcare support breaks down into three plans. The $50,000 Silver plan is available from 6 a.m. to 5 p.m., Mon. through Fri., PST, and includes Web, e-mail, and phone support. Under this plan, Linux care can take up to two days to resolve a priority-one problem, and you can only view a summary report of submitted problems. You also receive remote administration help if needed. The $65,000 Gold plan includes everything in the Silver plan, spans 5 a.m. to 7 p.m. PST, and promises one-day turnaround on problems.

If Linux is part of your mission critical platform, you may want Linuxcare's $85,000 Platinum package, which provides same-day problem solving and access to detailed logs of reported problems. Toss another $20,000 on the barbie and you get 7-day, 24-hour support.

After I caught my breath, I thought, well all right, how well does Linuxcare perform? I assumed a few alternate identities and tried Linuxcare's per incident service and purchased a support package for my fake business. In all cases, Linuxcare personnel responded in the time they promised. More important, they correctly resolved every simple and complex problem I threw at them.

Areas to improve: Linuxcare's knowledgebase was down during my evaluation. The company should also add more support staff and support more products.

Perhaps the biggest issue is pricing. If you're running a mission-critical setup on Linux for a major corporation, Linuxcare could be worthwhile. But at these prices, everyone else should consider other options. (For example, Red Hat charges $225 per incident and up to $3,499 for 20 incidents. We're talking phone support, Mon. through Fri., 9 a.m. to 9 p.m.)

Apache 1st: A Peek

Covalent Technologies has just launched formal support for the Apache Web server. Like Linuxcare, Apache 1st's knowledgebase wasn't very impressive. But Apache 1st's five support plans promise one-hour response time and they're pretty affordable. The first plan provides e-mail support for 12 incidents for $995 per year, 8 a.m. to 6 p.m. CST. A 24-incident plan costs $1,695 per year.

If Apache is the heart of your commercial Web site or intranet operations, consider Premier Support Plan. For $30,000 per year, you get unlimited help via phone (toll free) and e-mail. You are also assigned your own account manager. The downside is that support is only available between 8 a.m. and 6 p.m. CST.

Need 'round the clock help? The $60,000 Premier Plus Support Plan gives you everything in the Premier plan, plus 24/7 help.

For more budget-minded users, Apache 1st also has an hourly support plan. For $150 per hour (if you buy in six-hour lots), you can call a toll-free help number.

Apache 1st support was just being launched as this column went to press, so I wasn't able to fully test the service. However, given Covalent's Apache expertise and the track record of its Raven SSL security product for Apache, I suspect it will be a solid resource.

Both Linuxcare and Apache 1st are good solutions for those with deep pockets--solid ammunition if you need to convince your Fortune 500 boss that Linux and Apache deserve a place running your corporate network or Web site. But for most businesses on some type of a budget, Apache 1st and Red Hat's hourly support options are a much better value.

© 1999 Maggie Biggs. All rights reserved.

Maggie Biggs is the technical director and acting section editor for enterprise computing at the InfoWorld Test Center. She also writes the InfoWorld Enterprise Toolbox column and has more than 15 years of IT experience. You can reach her at maggie_biggs@infoworld.com or care of Computer Currents.

Where to Buy

Apache 1st
Covalent Technologies
402/441-5710
www.covalent.net

Linuxcare
Linuxcare, Inc.
888/546-4878
www.linuxcare.com