There is a new growing trend in enterprise, adopt community based distribution such as Ubuntu or CentOS Linux. I can confirm the same. Last month, I helped one my client to move from RHEL 4.x to CentOS and Debian boxes. I also trained their existing staff to work with Debian. This was done to cut the cost and they found that Red Hat support is not worth paying huge money. They were totally dissatisfied with the cost of support services.
Companies are increasingly choosing free community-driven Linux distributions instead of commercial offerings with conventional support options. Several factors are driving this trend, particularly dissatisfaction with the cost of support services from the major distributors. Companies that use and deploy Linux internally increasingly have enough in-house expertise to handle all of their technical needs and no longer have to rely on Red Hat or Novell.
I've client with over 500 RHEL servers. I always found that Google is the best hunting tool for solving Linux related problems. Red Hat staff will always forced to do a sysreport before you moved to 2nd or 3rd level support to get quality support (it may take 2-3 days). So what is the use of support if I had to go though tier 1 each time?
On a bright side, you may wanna use Red Hat or Novell support:
- If you like to point fingers at someone else with 24/7
- Large Business most likely going to have support option
- Red Hat and Novell also help to grow open source software. They pay full-time Linux developers and kernel hackers.
- Some kernel bugs and issues can only be fixed by vendor as there is no work around.
Personally, I use Debian and FreeBSD on all my servers. Cyberciti.biz server is powered by RHEL 5.2. I always suggest to have RHEL for all business / mission critical systems.