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DCE Support: Problems & Solutions

DCE Support: Problems & Solutions. Randy Burris, Sally Long. Problem Resolution: Historical Perspective. Traditionally problems addressed jointly The Open Group as a primary support center Until 2/97 - The Open Group had a “partnership” with the sponsor vendors to resolve defects

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DCE Support: Problems & Solutions

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  1. DCE Support:Problems & Solutions Randy Burris, Sally Long

  2. Problem Resolution: Historical Perspective • Traditionally problems addressed jointly • The Open Group as a primary support center • Until 2/97 - The Open Group had a “partnership” with the sponsor vendors to resolve defects • Each vendor and The Open Group acting independently

  3. The Open Group’s Process for Support • Support license through Systems Engineering • Patch releases for 1.1 and 1.2 • Defect reporting alias; dce-defect => OT database • Mailing lists: sig-dce, dce-forum-customers/vendors, dce-talk • Value in adding coordinator role to process

  4. Vendors’ Process for Support • Customer support license with own vendor • “Service Desk” support: telephone, onsite • Engineering teams fixing defects • Periodic patch upgrades

  5. Problems with Current Mechanisms • No single point of contact for trouble reporting and tracking in a mixed vendor environment • No collaboration on common resolution • Divergence from outside standards • Patch releases are independent in functionality, technical solutions, timing • Upgrades are costly to customer’s operation

  6. Options for Resolving the Problem • Independent vendor solution paths • The Open Group or third party becomes the primary support organization • The Open Group or third party provides end-to-end defect management • Others?

  7. Open Discussion: • 1) List options for resolving the problem • 2) List pros, cons for each option • 3) Can we reach any conclusions? • 4) Next steps

  8. Next Steps: Improving the Process • Task Force ? • Proposal by mid Quarter? • Review and refine by next Member Mtg? • Others?

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