ZDNet: Linux Support: The Market Share Killer

“There are two seemingly very different classes of
Linux support: home and business, but both lack for the same thing:
emotional and decision support, not technical support.

“For example, I got involved in an email exchange recently with
the director of a government office in Ottawa, whose IT troops
maintain multiple racks of IBM Xeon servers running Red Hat Linux.
In Canabucks (currently about $0.86 US) he’s paying Red Hat about
$120,000 a year in licensing, has contracted client side support
from an outsourcer, and has five of his IT staff committed full
time to babysitting the applications, mostly trivial (from a
complexity and load viewpoint), running on these machines…”

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