Open Stack

​

Anyway, here are the email threads.  How can Product WG make this better
for next time and for the next time new processes get rolled out to vendors?

We could define a model for interaction that behaves like a support
contract. That's really the outcome we're after isn't it?

The key features of this would be:

- contact points that aren't people, but aliases or groups
- technical and non-technical/product contact points
- an escalation point in the event of any difficulties arising (like this
instance)
- a commitment from the vendor to respond to important messages within a
specified time.

It's important to make the response time commitment in order to drive the
required behaviour within the vendor organisation, at least that's my
experience of both sides of that particular fence. Now that the cost of not
maintaining contact has been demonstrated, I imagine it should be fairly
easy to garner agreement from the vendor community to formalise support
arrangement for their code.

Roland