My experience with [current] Oracle support and the ability to "call things in": (via the sort-of-usable support portal)
My org has paid millions for software and support on the Oracle products we run, and have "dedicated" support team ... it's worthless.
Dumb, uninformed 1st/2nd tier "engineers" who do not understand the products they are supporting, or basic tenets of system and application administration (https, sql, oel mgmt, etc), let alone understanding how their products integrate, or how to debug issues with those integrations.
It takes days to get a real response to a P1 ticket, and even if we've supplied all of the logs and information needed for the case, the first response we get is always canned "please supply xxxx logs" -- if we have an info level ticket, responses can take weeks even with escalation.
They DO care about what products do. Obviously engineers/managers wan't the best technology they can get. The difference is they also care very much about support, long term roadmap, company health, ability to hire staff etc. They are often dealing with systems which tend to stick around for a decade or longer.
I can put an ad up for Oracle and get a lot of really good people or I can hire a consultancy or get support from Oracle. I can't do that with many open source technologies.
THIS ^
"Groupthink" writ large - BUT, it is the unfortunate reality.
By the time a small dynamic, free thinking company becomes an "Enterprise", it has metamorphosed into something almost unrecognisable.
The manager in charge of the process was A LOT more interested in CYA and selecting the product that had the most documentation to defend his choice (Gartner quadrants, other customers, etc.) than in taking risks or actually selecting the "best" product or sticking his neck for whatever he believed the best provider was.
Not unsurprisingly, Oracle and IBM provide a lot of what he needs to show upper management, and so tend to be in the discussion a lot.
You don't have to defend hiring IBM, but you DO have to defend using open source software X with support from local company Y. RedHat and similar do provide a level of "IBM-like" services for large companies, but most open source software doesn't have the support levels and on-site teams required (or sometimes IBM offers those !! Edit: as someone else pointed out, Oracle offers MySQL support too).
smtddr's point about having someone to phone is VERY true for these kind of conservative companies. (also, I've seen the kind of behaviour he documents about people trying to - and succeeding at - claiming credit for projects)
If you decide widget Y is now the way to go, you get to answer all the questions already answered for widget X: Who supports it? How? How to do we back it up and restore it? Who can tune queries? How does this differ from our build patterns for servers that host X? Can the two live on the same machine or are there potential conflicts? Etc.
Don't get me wrong - with proper planning you can educate the X guys on how to support Y and smoothly add it or even transition to it. But for large-scale systems it requires a great deal of planning and forethought if you want to do it without any bobbles.
This is not even remotely true any more.
When Amazon competes with Oracle on service, what value will Oracle have to provide? Amazon is far ahead of them in platform, and catching up in service is easy. Oracle would have a much harder time doing the opposite.
Platform-first business model is quickly displacing service-first business model. Build a large customer base, use it as proof of ability to scale, then charge enterprise customers for concierge service.
EDIT: keep in mind we are discussing an article about oracle's declining sales.
On Enterprise-planet, all this "Cloud" talk is scary and you can't quickly conceptualize PCI compliance with some computer in the sky somewhere; nor can you conceptualize who/where a consultant will be to fix your problem immediately if a problem arises. Your IT department are a bunch of inflexible people who refused to learn anything beyond what they were using 20 years ago and will tell you "Cloud isn't safe! Didn't you hear on the news how such-n-such got hacked?" I have no problem accepting that you're right; I'm just telling you that Enterprise-world doesn't care how right you are. Nobody ever got fired for choosing IBM, Oracle or Microsoft. There's no thought-process beyond that point. You join the company, learn how they do things and do your best not to rock the boat or suggest any new fancy things that might make your coworkers antiquated skillset obsolete... or you will be back-stabbed.
Cloud in the Corp. world normally means VMWare vCloud (which we are now offering) or just VMWare ESX hosted in a remote datacenter.
So "the cloud" does exist in the Corp. world, its just that they are on average 5 years behind the rest of the tech world. I also think that a lot of these companies need to be 5 years behind, as their decision process on anything except cost savings normally takes months to complete with feature creep etc.
PCI compliance is a solved problem, whether it can be used as a cloud cudgel says more about the state of knowledge and power at a place than reality.
The future is already here, it's just not evenly distributed.
Let's not forget quality support cost a fortune, and that quality part is more important than some numbers on budgeting spreadsheet. Bear in mind, these static part of IT budget are carved in stone, nobody is questioning them.
Your anecdotal experience doesn't necessarily translate to all corporations.
Enterprise operates differently. They don't care about what postgres or EC2 or whatever can do, it's all about not doing anything that someone can point a finger at you for later. Nobody ever got fired for choosing IBM, Oracle or Microsoft. Also, companies that supply software to corps also supply something that's probably more valuable than the software itself. Support & Maintenance agreements. The fact that if anything goes wrong they can call up a phone number and immediately have a consultant($200+/hr) show up at the corp's location and troubleshoot the problem is a lot of accountability they don't have to directly absorb. There's also PCI compliance and just general fear of new things.
Accountability/blame is the name of the game. You want that value for yourself to be zero unless you get privileged info that the project has succeeded before everyone else finds out, in which case you then scramble to get your name on any documents or email chains related to said project so you can claim it was all due to your planning & decision-making.
I've seen this happen several times and was personally burned hard by people I thought were my friends back in 2006. I'm still bitter about it. I will not let that happen to me again. And I know it happened because I didn't properly document what I was doing and why. Or maybe, I just shouldn't have done it at all and just sit back and watch everyone else panic and burn.... whatever. It was my first job out of college, I was naive.