I wanted to explain why are are almost 95% free software house now.
About 4 years ago, I and a few guys spent an all nighter when our Exchange server myseriously stopped working. It was obscure enough I don't rememeber what the issue was at this point. We followed that up a couple months later by spending a few weeks wrestling with Sharepoint.
The logs only helped with superficial issues, and calling MS is downright expensive so it was only an option when we were at the end of our rope.
The whole time, I weighed the following qeustion - is access to source with no "official" support better than the best support with proprietary software?
At this point, I don't think I have ever experienced "the best support", and I know the answer to that question. I think the primary cause of this question is your ability to pass the buck. If you "allow" ShinyWidgets Inc. to sell your execs on their solution, you can then blame on problems on their support team if it doesn't work. Your complacency is your approval, so you never directly take responsibility for the solution. You get to keep your job, and you all have great talks around the water cooler about hoe much ShinyWidgets' support sucks, but in the end it's a frustrating experience for all involved, and it's expensive both in cost and labor for your company.
The other option is to find a couple good open source candidates to your needs, study up on them, don't be afraid to take responsibility for their ultimate success, and implement them. You will learn a lot and have some sweaty palm moments. You might make a couple serious mistakes. As long as you eventually succeed, you'll have advanced your career and - I feel - really advanced yourself professionally.
Just my 2 cents - but I'm a firm beleiver that if you have to call someone else, you are an expensive middleman and, generally speaking, part of the problem.