Doesn't Source Availability Mean Technical Support Doesn't Matter?
Because the product source code is available, it might seem that an organization can take responsibility for technical support itself. On the surface, this seems attractive. One of the most frustrating aspects of commercial software is contacting a company for technical support. If the call relates to product usage, all too often the person on the other end of the phone knows less about the product than the caller. This common experience is frustrating, to say the least.
Does open source mean support doesn't matter?
If the call relates to a product failure, many times the response goes something like this: “We know about that problem; it will be fixed in the next release.” This ...
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