How Red Hat Does Support
Oracle will not find it easy to match Red Hat's Linux support operation. (Linux-Watch)Oracle, with its recent claims to be able to support Red Hat Enterprise Linux under the name Unbreakable Linux better than Red Hat does, has a hard road ahead of it. Behind Red Hats support network is a large, well-trained organization. Iain Gray, Red Hats senior director of global support, explained that Red Hat offers 24x7 support around the world using a "follow the sun model." By this, he means that Red Hat maintains technical support centers around the world. The companys primary technical support centers are in Raleigh, N.C., Brisbane, Australia, Guildford, England, and Pune, India.
In each of these main centers, support up to and including level 3 is supplied. All together, Red Hat has support centers in 12 countries with help available in 11 different languages.