Revisiting Linux Part 1: A Look at Ubuntu 8.04
by Ryan Smith on August 26, 2009 12:00 AM EST- Posted in
- Linux
What’s the Value of Technical Support, Anyhow?
Besides patching bugs and security vulnerabilities, the other aspect of “support” is technical support; help for when things go wrong. As I mentioned earlier, Ubuntu is free, and one of the conditions of this is that there is no official technical support for Ubuntu for the user. To be fair, there are some purchasable support options for larger organizations that can afford a support contract, but for the average desktop user this isn’t accessible. So as far as we’re concerned, Ubuntu doesn’t have any official technical support.
I spent quite some time gnawing over the idea of just how valuable technical support is. I have never made a technical support call for desktop software, often because I’m capable of finding and fixing the issue myself through the magic of Google, and because calling for technical support seems to be a futile exercise in being fed canned support scripts. So many possible things can go wrong with software that the person on the other end of the line may not be able to help you, which makes me question the value of technical support for software.
Trying to come up with a resolution for this matter, I posted a poll last year in our forums to get some user feedback. The skills of the people who inhabit our forums versus those who read our site means that this poll is not a scientifically valid poll, nor is it even a fair poll; it’s greatly biased towards the techie crowd like myself. Nevertheless, I wanted to know who uses technical support when they have it.
I had theorized that the results of the poll would end up reflecting my own views, and this is exactly what happened. When our forum participants were asked if they had ever called Microsoft for technical support with Windows (excluding activation issues), out of 52 votes only 9 of those votes were a “yes” for 17.3%. Clearly out of our techie crowd, the majority of users do not use their technical support options.
Based on this, I do not believe that technical support for a software product is valuable for the people most likely to be installing Ubuntu on their own. Or in other words: So what if Ubuntu doesn’t come with technical support? It’s not like most of us would use it anyhow.
I would take the time to separate the idea that software technical support is the same as total technical support however. It becomes another matter entirely when you can get support for a complete computer from an OEM. They can support both the hardware and the software, and that means they can (probably) help you solve issues when what looks like an issue with one element is really an issue with the other.
The benchmark here is Apple since they make both their hardware and their software, which puts them a step above Dell and other PC OEMs that are a bit more separated from the software. What I’m getting at is that is that even if Ubuntu came with technical support, it would be of limited value since they cannot help you with your hardware. If you need real support, you’re better off buying a computer from an OEM who can support all that you need (although we should note that even for computers sold with Ubuntu, the OEM does not usually handle the software support…).
Finally, just to throw out an example of how useless technical support can be even when you have it, let’s take a look at Windows (we’d take a look at the Mac, but OS support is bundled with the hardware). Even for a retail copy of Windows, which Microsoft offers direct support for, you only get free technical support for 90 days after activation. After that you’re out $59 per incident. It’s effectively installation and post-installation support, not support for continuing use.
In the end, not only would technical support likely be unbeneficial for most people once they’re past the installation process, but there’s no real precedent for offering technical support on just the OS. As such while there’s no technical support for Ubuntu, it ultimately doesn’t matter because no one else provides cheap extended technical support for just their OS either.
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LittleMic - Wednesday, August 26, 2009 - link
http://en.wikipedia.org/wiki/NTFS_symbolic_link">http://en.wikipedia.org/wiki/NTFS_symbolic_linkWell, Windows 2000 had symbolic links for a long time :-p (only for directory until Vista though)
ekul - Wednesday, August 26, 2009 - link
ntfs has symlinks but the windows shell can't create or manipulate them. Pretty pointless. MS can (and does) use them in vista/7 but you can't make your ownEeqmcsq - Wednesday, August 26, 2009 - link
"hint: symlinks are your best friend. My home dir is littered with links to places on the filesystem I visit a lot to avoid a lot of clicking/typing"I use Gnome's bookmarks for that. Those bookmarks even include SMB shares on my other computers.
ekul - Wednesday, August 26, 2009 - link
gnome bookmarks are very handy I just find symlinks to be more flexible since they work regardless of gnome vs kde, gtk vs qt and gui vs cli. Even wine can take advantage of themjigglywiggly - Wednesday, August 26, 2009 - link
one more thing you should have covered is battery life on laptops. Linux in general is pretty awful at managing battery life. Just web browsing 4 hrs on Vista on my vostro 1310(not using 7) but with Ubuntu 2 1/2. It's a huge difference, but oh well.Ryan Smith - Wednesday, August 26, 2009 - link
Laptops are out of our domain, that would be Jarred. If this two-part series is successful, I'll see what I can do about talking him in to putting some Ubuntu (or any Linux for that matter) battery benchmarks in. But I'm told a complete workup takes a while.strikeback03 - Wednesday, August 26, 2009 - link
On my Thinkpad T43, battery life is essentially equal between XP and Ubuntu. Ubuntu may even be slightly better, though I have never bothered with a formal test to put real numbers on both. Have you looked at whether the processor is throttling down properly or not while in Ubuntu?sprockkets - Wednesday, August 26, 2009 - link
"Now we have yet to touch on hardware accelerated playback, which is something we’re going to hold off on until we take a look at Ubuntu 9.04. Linux does not have a common media framework like Windows and Mac OS X have DirectShow/DXVA and QuickTime respectively. Rather the desktop environment that Ubuntu is based off of (GNOME) includes a lesser framework called GStreamer, which is closer to a basic collection of codecs and an interface to them. As such hardware accelerated playback is not as easy to do under Ubuntu as it is under Windows and Mac OS X. We’ll take look at the APIs and the software for this in our look at Ubuntu 9.04."Well, not exactly. There is this: http://en.wikipedia.org/wiki/VaAPI">http://en.wikipedia.org/wiki/VaAPI, which is not exactly widespread yet. nVidia's VDPAU, which provides hardware acceleration for h.264 and if you have the latest version of PureVideo in your card, it does VC-1 as well. It can work with this or alone as well.
Also, while it is wacky that bin or binaries are in one spot, and lib or libraries are in another, and anything you install is in a /usr/lib/local, it does keep all related files in one spot. Keeping all your libraries registered as packages also makes it easy to repair.
Also, one click installs are possible on openSuSE as well, though it does involve a small gui process and adding a repository as well. But doesn't any program require this?
Also, I believe your problem with SMB shares is something I run into as well, but only on GNOME. On KDE, browsing shares is quite normal. Since I never bother mounting the share, I can't directly access it without KDE caching the file locally.
Isn't /home/$Your Name$ intuitive as to where your stuff would be? That is very nice, as I can keep my stuff separate from the OS, thus I can reformat the OS partition without having to touch my data. Imagine reinstalling Windows and finding all your apps working exactly as before with no work. Can OSX do that (not rhetorical)?
Ryan Smith - Wednesday, August 26, 2009 - link
VDPAU is something we'll specifically be covering in the Part 2; in fact it's what I'm working on at this moment.GeorgeH - Wednesday, August 26, 2009 - link
I'm sure the comment section will quickly be swamped with quibbles, so I just wanted to say that I found this article to be very informative, accurate (WRT my own Ubuntu experiences), and thorough. Kudos - now it's time to ask for a raise. :)