Published at LXer:

Commercial (closed source) software support is neither better nor worse. The open source "community," a.k.a. forums and mailing lists, is credited for much of the strength of open source. This is true, but today we're going to explore professional support organizations and their promises. A mailing list isn't too useful when your mission critical server is down through no fault of your own. Often you will find answers to error messages and common mistakes, but all too often it turns out to be a bug that you must somehow work around.

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