By way of Digg, Greg Stein, Apache Chairman, says soon all software will be free.
I had the great pleasure of having drinks and playing video games with Greg at a few after-hours kibbitzes during ApacheCon 2004. I doubt he would remember me as I was a guest of friend, fellow former Xarayan, and current ASF member Gregor Rothfuss. I only mention this because during those few days of intermittent contact, a few things stuck me about Greg Stein.
- Aside from leading the ASF, he was/is the primary driver behind mod_dav and Subversion. Both technologies represent significant forward motion in their respective categories.
- The man is scary smart. He knows technology, specifically the Internet, better than any other person I’ve ever met.
- In addition to considerable raw knowledge, he has his finger on the pulse of technology and personally knows many prime movers across the industry.
- He is widely respected for his technical acumen, leadership and vision.
Put this all together, and Mr. Stein is positioned as well, or better, than anyone to prognosticate on the future of the software space. In particular, I think he sees the way the Internet will become truly pervasive.
So, when Greg Stein says soon all software will be free and we will pay for support instead of packaging, I listen. Moreover, I am inclined to agree.
All but one of my servers run on a LAMP stack. Aside from the swiss cheese security, the main barrier to the Windows Server line has been the ridiculous cost of entry, for both the product and support for the same. If I could get it for free and pay for support as needed, I’d be a lot more inclined to do so.
The primary problem with current free support for open source software (OSS) like Apache and PHP is that the support options are few and usually limited to online forums or IRC channels. And as mentioned in an earlier post, these support channels can often be aggressively elitist, insular and even insulting, even to the experienced practitioner, let alone the complete beginner, who does not live in the channel.
I have serviceable, but not elite, sysadmin skills. I want and need to get better, but the day-to-day demands of my business do not always allow me time to RTFM. And, as good as Google and the various official OSS manuals and unofficial “HOWTOs” are, they can still be a huge time sink when all I need is a quick fix. And, my more technically adept colleagues are not always available by phone, in person or on IM/IRC. Even though I can pay for their time, they are not always able to help. After all, they have full-time jobs and lives as well.
With this perspective established, I’ve a few specific ideas for the leadership of all OSS projects; large or small, commercial enterprises or non-profit organizations (NPO). For the ease of reading (and because Greg Stein’s comments got my brain racing), I’ll use the Apache Software Foundation (ASF) as my example. But, the principles apply universally.
First, The ASF should establish review boards for service standards and allow 3rd party vendors to apply for their “Seal of Approval”. If the ASF provided an “Apache-Approved” list of consultants and other support resources, I’d look there first before going into #apache or looking for someone on elance.com. I trust apache.org, so I’d trust anyone they recommend.
For the NPOs, charge a nominal review fee to cover the costs of the review board. Or, support the page with ads. Or, set up some sort of digg-like, community-driven rating/review system for vendors. You guys are smart and have smart people working for you. You’ll find a good solution.
Next, provide a 24/7 individual IM/phone support channel, staffed by reliable, politely, highly skilled technicians to answer common configuration and optimization questions. I would not think twice about paying a per-minute fee to have skilled help a phone call or IM away. Time is money to me. If $0.25/minute I can get me a decisive answer to a technical SNAFU, then it is money well spent.
For the commercial enterprises, a call center is not that big of a leap. For the NPOs, it is a matter of finding the right VC and spinning off a commercial support venture. Or, finding an existing call center vendor with the right vision and working out an equitable pricing structure.
As Greg implies in his comments, OSS has arrived. Apache dominates the webserver market and Linux has made deep, and likely immovable inroads into the general server/big iron markets. Consumer applications, like the OpenOffice office suite, are charging from the rear.
OSS has momentum for now, but industry giants like Microsoft are taking note. Nothing confirms this more than the Microsoft reorganization which puts Steve Sinofsky in charge of the future of Windows and the Windows Live (online) initiative. Sinofsky appears to follow development and design practices, which are closer to open source champions like Google. And, the guy hits his release deadlines, which has always been an Achille’s Heel for Redmond.
In short, OSS is no longer a cottage industry populated primarily by ubergeeks. To be clear, I mean no disrespect to the ubergeek. At one time, I aspired to be one. However, I have a business to run. That business is not yet big enough to hire a full-time ubergeek. But, it is too big for me to manage everything myself. As a result, I turn to the OSS community for support and find it lacking. Experience and discussion says I am not alone.
Now that the OSS stack is enterprise grade, OSS service and support options need to be enterprise grade as well. I am willing to pay for outstanding, on-demand support. Who is able to provide the service? Who is willing to take my money?