Forrester finds that European enterprises cite support as their biggest reason for not adopting open-source software. This has persisted for years, with support (or, a lack thereof) consistently listed as one of the top reasons that enterprises throughout the world avoid open source.
The ironic thing is that open-source companies primarily sell support, not software. So...while proprietary-software vendors sell licenses with support as an afterthought, enterprises don't seem to question that they're going to get support. At the same time, open-source companies sell support with licenses as an afterthought...and enterprise buyers worry that they won't get support.
Ultimately, I think this is a question of the relative maturity of the open-source market. Buyers equate the size of their vendor with the availability of support, and most open-source vendors are still tiny compared to Oracle, SAP, IBM, and Microsoft.
What they may be missing, however, is that a dedicated open-source vendor that makes its money selling support may well be a better source of support than a large vendor for whom support isn't its primary revenue stream.
I don't want to suggest that open-source support is always better than that provided by proprietary vendors. Oracle, as just one example and despite widespread grousing,.
No, I'm just suggesting that stifling your company's open-source adoption because of a perceived lack of support is silly and outdated. Welcome to the 21st Century. Open-source vendors provide support as good or better than their proprietary peers. Really.