The Ex-lawyer and Red Hat Support

When I bought my first home, I used a lawyer that a friend referred me to. The lawyer was great, thorough, responded quickly and took the time to explain things in plain English. I used him again 2 years later for an investment and found that he was still thorough but not as quick to get back to me or willing to spend as much time going through the legal lingo. Heck, I had to call him an average of 3x just to get a response from him, and it took nearly 2 years to get my closing documents. What changed? Well, news got out that he was good at his job. He got busy, became overworked, and as a result, his customer service suffered. Sadly, he couldn't clone himself! Also, his early customers expected a level of customer service that he was not able to give, even with additional administrative staff. I thought about this when I was looking at the CentOS? <devilsAdvocate>Or for that matter, Oracle's support for RHEL? </devilsAdvocate> To be fair, I'm not saying that RedHat's success is only due to the level of support and the customer service associated with RHEL. Support, customer service and product quality are all important. (As is vendor stability & reputation, I'd bet). I guess I'm pointing out a scaling problem that Red Hat may encounter down the road.unless Oracle buys them ;-) or Red Hat sees it coming and puts strategies in place to minimize the customer impact? Add to Del.icio.us | Digg | Reddit | Furl Bookmark murdok: I am taking a semi-break from IBM life as I return to finish a PhD in Industrial Engineering. I've held roles in market intelligence, strategy and product management. I'm ex-product manager of IBM WAS Community Edition, and