第47章 Samba サポート
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## 第47章 Samba サポート

IT業界におけるもっとも回答が難しい質問のひとつが「サポートとは何か」である。この質問を受けた人々はイライラし、その回答を受けた人々も大抵同じくらいイライラするだろう。

サポートに関連するもっともイライラする象徴的な状況は、Linux ユーザがインターネットサービスプロバイダに電話したときに（解決策を探そうと、問題について耳を傾けるかわりに）「「ああ、Linuxですか。Linux はサポートしておりません。」」と、素っ気なく返答された場合だ。これは私が経験したことであり、似た状況はIT業界の至る所で起きている。あるビジネスにとってただ相手にしたくない顧客が多少存在するということを、このような回答は私たちに知らせようと意図している。私たちは拒否されたことに激しい痛みを感じるだろう。

サポートについて深く考える一つの方法は状況を問わず、正しい回答、正しい場所、正しい時によって構成される問題という見方をすることである。苦労、混乱、不便、生産性の低下、不確実性そして現実のまたは把握されたリスクを取り除くことがサポートのすべてである。

ある事実が、オープンソースソフトウェアを採用する駆動力の一つの力にになっている。多数のITビジネスが提供しているサービスは、もしかすると顧客の期待にそえられないか、その他の理由により十分でなかった。

In recognition of the need for needs satisfaction as the primary experience an information technology user orconsumer expects, the information provided in this chapter may help someone to avoid an unpleasant experiencein respect of problem resolution.

In the open source software arena there are two support options: free support and paid-for (commercial)support.

## Free Support

Free support may be obtained from friends, colleagues, user groups, mailing lists, and interactive help facilities. An example of an interactive dacility is the Internet relay chat (IRC) channels that host user supported mutual assistance.

The Samba project maintains a mailing list that is commonly used to discuss solutions to Samba deployments. Information regarding subscription to the Samba mailing list can be found on the Samba web site. The public mailing list that can be used to obtain free, user contributed, support is called the `samba` list. The email address for this list is at `mail:samba@samba.org`. Information regarding the Samba IRC channels may be found on the Samba IRC web page.

As a general rule, it is considered poor net behavior to contact a Samba Team member directly for free support. Most active members of the Samba Team work exceptionally long hours to assist users who have demonstrated a qualified problem. Some team members may respond to direct email or telephone contact, with requests for assistance, by requesting payment. A few of the Samba Team members actually provide professional paid-for Samba support and it is therefore wise to show appropriate discretion and reservation in all direct contact.

When you stumble across a Samba bug, often the quickest way to get it resolved is by posting a bug report. All such reports are mailed to the responsible code maintainer for action. The better the report, and the more serious it is, the sooner it will be dealt with. On the other hand, if the responsible person can not duplicate the reported bug it is likely to be rejected. It is up to you to provide sufficient information that will permit the problem to be reproduced.

We all recognize that sometimes free support does not provide the answer that is sought within the time-frame required. At other times the problem is elusive and you may lack the experience necessary to isolate the problem and thus to resolve it. This is a situation where is may be prudent to purchase paid-for support.

## Commercial Support

There are six basic support oriented services that are most commonly sought by Samba sites:

- Assistance with network design

- Staff Training

- Assistance with Samba network deployment and installation

- Priority telephone or email Samba configuration assistance

- Trouble-shooting and diagnostic assistance

- Provision of quality assured ready-to-install Samba binary packages

Information regarding companies that provide professional Samba support can be obtained by performing a Google search, as well as by reference to the Samba Support web page. Companies who notify the Samba Team that they provide commercial support are given a free listing that is sorted by the country of origin. Multiple listings are permitted, however no guarantee is offered. It is left to you to qualify a support provider and to satisfy yourself that both the company and its staff are able to deliver what is required of them.

The policy within the Samba Team is to treat all commercial support providers equally and to show no preference. As a result, Samba Team members who provide commercial support are lumped in with everyone else. You are encouraged to obtain the services needed from a company in your local area. The open source movement is pro-community; so do what you can to help a local business to prosper.

Open source software support can be found in any quality, at any price and in any place you can to obtain it. Over 180 companies around the world provide Samba support, there is no excuse for suffering in the mistaken belief that Samba is unsupported software it is supported.

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