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Precisely because it has 89 employees instead of 19,000, it can be MUCH faster.

Have you ever tried to get support from Red Hat? Honestly? The first couple of tiers are often people who are barely computer literate. I've talked with several people who - I'm not kidding - had no idea what the Power architecture is and had no clue that there are architectures aside from x86.

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Have you tried getting support from RedHat as an actual enterprise customer rather than an SMB?

Obviously if you pay for the lowest level of support, that's what you are going to get. Serious businesses pay for dedicated account resources. This typically includes a Technical Account Manager (TAM) and a dedicated support resource that works along side Professional Services to take care of your install.

When done _properly_ you will have nearly instant support from an excellent engineer.

Not sure who you were talking to but Red Hat support doesn't use tiers, cases go directly to SMEs on the feature and from there the only escalation point is the actual engineers working on the lines of code affected.

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