"Who I'm gonna call if the software has some bugs?"
It's certainly understandable, but it's also worth remembering that for almost any business the idea that they could call, say, Microsoft and get their bug fixed is pretty much a fantasy.
It's certainly understandable, but it's also worth remembering that for almost any business the idea that they could call, say, Microsoft and get their bug fixed is pretty much a fantasy.
I don't know why you think this is a fantasy. I could call Microsoft right now and get an engineer within 24 hours to discuss an issue... I think that's our SLA. Might be a shorter time period for initial triage response. But typically we're talking to an engineer within a day. And yes, sometimes these discussions result in bug fixes in upcoming patches.
This is what first-class business support means. Large businesses want to be able to get someone on the phone to fix an issue, and they will pay well for it.
Note also the person you're responding to said "get their bug fixed", which is different from "get an engineer within 24 hours to discuss an issue". Discussing an issue can simply be a tick-off point for an SLA with no real substantial action behind the scenes beyond that.
Of course, you might have very different experiences so far too. :)
If you believe that, you've never been in an organization which purchased the topmost tiers of a support contract before from one of the big tech companies before. It's actually quite impressive.
On the other side as much as I try to contribute with F/OSS support I'm not going to provide that same level of service as my dedicated job.