Support statement
The Resource Central team is a group of full-time engineers and documentation writers that work on the Resource Central open source software as their primary responsibility. All of the Resource Central content is supported in the sense that issues reported through forums or the bug tracker are monitored by the Resource Central team. As problems are reported, changes or fixes are made to the site content, documentation or software. Quest Software customers that require a higher assurance of software support will be interested in the commercial support statement below. The Resource Central team maintains a close relationship with Quest Software support staff to ensure that issues raised by supported customers receive prioritized attention.
Commercial support of Resource Central software
Resource Central software listed under Supported Projects is fully supported by Quest Software's commercial support organization. Customers who have purchased a support contract for Quest Authentication Services (VAS) may contact the Quest Software support representatives in their region to troubleshoot or raise issues related to Resource Central software when use in conjunction with VAS. Support cases related to supported Resource Central software are subject to the same Support SLA as Quest Software's commercial Vintela products.
Guarantee of timely security releases
New packages containing security patches will be made available on the Resource Central web site within two business days of the corresponding security release from the parent open source project. Critical security issues will be addressed within 10 business days, regardless of the release schedule of the parent open source project. Our release emphasis will be on the current software packages. If a problem exists with a previous version of a Resource Central package, our recommendation may be to upgrade to a newer version to obtain the desired security fixes.
Quality assurance process
Supported Resource Central software receives pre-release testing coverage by the Resource Central team before the packages are made available for download. This pre-release validation is meant to assure quality of the software packaging and base functionality. Starting with Quest Authentication Services (VAS) version 3.1.0, broader testing of Resource Central projects was included in system-level test coverage that is performed by the core VAS Quality Assurance organization.
Support for binaries you build from Resource Central sources
Quest will provide the same support responsiveness for self-compiled software from supported RC projects, as we offer for the packaged binaries. However, if after reasonable troubleshooting effort, Quest support is not able to recommend a known solution or workaround, they will be unable to escalate the issue with out first reproducing the same problem with a pre-compiled package from RC. This support policy is in place to avoid involving Quest support in obscure compile and linking issues that can exist on custom-built Linux or embedded OSes. We believe this support policy is a good compromise between the flexibility of a source-code offering, and the support implications of self-built binaries.
Support for RC Experimental software
"RC Experimental" (previously known as "Labs") allows access to software that is still in an early stage of development. RC Experimental software is not supported by Quest Software's commercial support organization. However you are welcome to post messages to the web forums to ask questions or raise issues. If you find that RC Experimental software is particularly useful, please notify the maintainer and request that it be promoted to full project (and support) status.