With open source, we are looking at a relatively new, and increasingly successful way of introducing new software which, at the moment, is rarely driven by commercial considerations that are important to many organizations. It's a new model and it is still evolving. In contrast. Commercial vendors have for many years evolved ways of doing business that address most of these issues adequately for the customer.
. . .
For open source to see wider use, the support issue needs to be addressed far better than is currently happening. Our expectation is that some major vendors (Computer Associates, Novell, IBM, HP and several others look like good candidates) will step forward to offer support for specific software stacks in a way that deals with most of the problems that are outlined above. Naturally there will be a cost for this, but that's the whole point. In the end, opting for open source products needs to be a considered activity.