In my experience, redhat support for a company with less than 2,000 seats falls into a couple of scenarios.
1. You call redhat, get lucky and you are told that the bug is known and getting worked on, i.e. a company with 2,000+ seats wants it fixed, and you benefitted little from calling redhat.
2. You call Redhat, bang your head against a brick wall, the guy on the other end gets frustrated or palms you off, with a “I’ll create a bug report”, to the untrained eye, the bug report does not contain enough information for someone to actually fix it and it’s gone into a black hole.
3. You call Redhat, you hit your head against a brick wall for a few days, finally the guy says, it’s a bug in mysql/apache/perl and we just package it, when they get round to fixing it and we get round to packaging it, the bug will be fixed
4. You call redhat, you have simplified the problem to a very simple case, the guy does not get it, and after a lot of banging your head against a brick wall, you are told the way you are using the s/w is pushing it too far, you say well that’s how race conditions show themselves. Blank stare hang up.