Welcome to the current state of IT. So here's the question-how many people know your entire topology and can support all that stuff? Most likely you don't have one team that understands the way you do business. More likely, you have a handful of internal and external teams for each application. That makes you especially dependent on the support you get from your vendors.
Software companies, especially open source ones, live on support contracts. That's a fact. But another fact that is almost never talked about open source software vendors is that they almost never support the stack environment that their product runs on.
Let's say you've got a problem with your database (choose one-you have so many!), and you contact that support specialist about locking or some other issue about performance; you've spent about two weeks with them in a few hundred ticket updates. We'll, I've got news for you. Once they figure out that they have no idea what's wrong, they are most likely going to pass the buck to either server software or scripting software that their products depend on, or hardware products that they are running -- 'You're running our software on a 32-bit processor and we require a 64-bit processor." Never mind the fact that you called about something that has nothing to do with processors.
Too many managers fall for the notion that open source is cheap. Well, it's not cheap at all when you have to hire three support vendors for the application, the OS and middleware systems it runs on, and the underlying hardware. That brings me to the point of my story -- where is the support for the technologies underlying the open source code?
I would love to replace my proprietary licensed Web site content management systems with an open source equivalent (I hear Joomla and Drupal are really good). Without a support team that can diagnose and fix not only the problems in their software but also in anything else (including hardware issues) that may be affecting it, I'm going to go with a full service proprietary company.
As with most IT departments, the choice of support is one of return on investment. You really do want to retain your IT knowledgebase to inside your own walls. But the need augment that talent with holistic support is non-negotiable for today's business.
So to open source projects and vendors out there, if you're listening, lend me your ear and give me some support for the entire stack!