Earlier quoted context omitted.
The support goes both directions. It is a way to get the organization you work for to indirectly donate to a variety of free software projects, and your company also gets the contractual safety net that they want.
Yes. If you have RHEL installed on hundreds (or thousands) of HP/Dell servers at a Fortune 1000 company, you'll have someone to call if the kernel on some production machine keeps dumping. I can see a bootstrapped company using CentOS, or a company running on angel/seed money. Once a company gets Series A funding though, you have to start wondering why they wouldn't upgrade to Red Hat. The message from the company ba…
So... if there's a friday night problem, you'd prefer staff to just be hanging, chillin' at home, and then when pressed, say "we created a ticket with redhat, nothing more to do!" ?
Critical breakages should keep people working until stuff is fixed. If you want to also pay a bit extra and involve external support people, that's fine, but it's not a magic bullet that just 'fixes' everything. You've now got to account for time to manage working with external support staff, making sure you can get them in to the affected systems, etc.