Thank you for the feedback. we will keep an eye out for more inputs from our users on this topic.
We believe there are clear benefits of open source. In fact, we believe in it so much that we made our product OSS compatible from Day 1. (btw, not every observability product is OSS compatible).
We also understand not everyone's evaluation criteria is the same. Upon speaking with number of our early users, we repeatedly found that what really matters is "is the product reliable, cost-effective?", "is the product easy to use and open source compatible?", "is the product easy to migrate in/out?". So, we tried to address those head on. We also heard some open source solutions are indeed unreliable especially at scale e.g. Prometheus has scaling challenges beyond 2M+ active time series / hour and it is not horizontally scalable. People tend to over-provision CPU/Memory, despite that queries time out at any meaningful scale high cardinality queries (this is a well understood problem).
Ability to inspect code, do patches themselves may be an evaluation criteria for some users, we found that it was not the major evaluation criteria among our users. I've led multiple evaluations at Rubrik (open source + non-open source), ability to patch software was not the most important criteria - reliability, operational overhead, cost, ease of use, and ability to switch in/out were may more important.