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Contacts regarding impacts of Linux in technical support organizations

Could you help me find someone who can share their experience about the
impact in multiple technical organizations with a company of producing and
supporting Linux-based products? These organizations would include
Applications Engineering, Systems Engineering, Customer Support (1st & 2nd
level help desks) and Central Engineering.   The requested help isn't about
about programming and porting but more about post-sales support and the
impacts (training and learning curve, volume of calls relative to other OSs,
manpower changes) within the technical organizations.

I'm helping a friend who works at a company who'd rather not disclose their
name.  The company is launching their first products shortly and will
provide broad support next year.  The company produces highly scalable
multiprocessor embedded systems.  Some, or possibly all, of the processors
in a system will run Linux.  I don't know the volume of shipments but I'd
estimate they could run into the hundred of processors by the middle of next

Scott Maddern << smaddern at >>
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