GlassFish v2 Support - How it works
By pelegri on Oct 24, 2007
Alexis has just written a fairly detailed description of Sun's commercial support for GlassFish (via its SJS AS brand). This complements my earlier Overview and the commentary on how we Don't do Bait and Switch.
Alexis writeup covers SLAs, phone support (complementing USERS@gf), knowledge databases and indemnification - for cases like this. The writeup also explains sustaining releases; recent interactions with users suggest these are poorly known so we may expand on them again later.