gDoc

One of the more intriguing findings from our recent research (http://www.globalgraphics.com/freesoftware) into the use of free software by large enterprises regarded support.

Product quality and the availability of support were the two biggest concerns of CIOs when considering the use of free software. Product quality is a straight-forward concern with a simple solution; 82% of CIOs subject a free software product to the same evaluation criteria as a paid-for software product.

Support is a more complex area. Asked what type of support a free software vendor should offer, the majority (41%) of CIOs suggested free product support such as patches and upgrades.

To my mind that seemed surprisingly low given that all software products need such updates, and paying for upgrades for a free product seems a little perverse (indeed, less than 10% of CIOs thought that was a good move!).

What grabbed my attention was that 22% of CIOs want paid-for technical support (1-2-1) to sit behind a free software product. It’s completely understandable, given the professionalism expected of IT within a large corporate, but I was surprised that paid-for support rated so highly for a free product. There was equal backing for free forum-led knowledge.

It just brings home how important it is that products used within a business must be reliable – even to the extent of making a free product one that brings with it a support cost.

It also shows, of course, that flexibility is key, which is exactly the approach Global Graphics has taken; free product upgrades with a choice of free or paid-for technical support.

Similarly, we somewhat assumed that large enterprises would find server-based downloads more convenient as it eases the centralised management of a free software product. Yet only 17% of CIOs wanted server-based downloads and installation; one in five preferred PC-based downloads and installation. The overwhelming majority (62%) want, you guessed it, both!

So, just as well we support both options on that too…