Support is only one reason to go RHEL over CentOS, and only a minor one IMO. Sometimes it makes sense to go CentOS, sometimes it makes sense to go RHEL, and sometimes it makes sense to run both. CentOS is really good and may be all that you need. I wouldn't hesitate to run it over RHEL in smaller shops.
So, here is why you would want to pay for RedHat instead of CentOS
- You really need the support. If you don't have deep linux knowledge, this might be for you. I have contacted Red Hat support about 5 or 6 times in the past 5 years. It was only really necessary once or twice and the other times were more like "I'm trying to get X to do Y. Am I wasting my time because it just doens't work that way?" kinds of questions.
- You need the big company on a sheet of paper. If you're running software like Oracle or Websphere and their support offerings are dependent on an "approved platform".
- Your customers. Are your customers and the customers you would like to have swayed by your infrastructure running on Red Hat? If they can turn around and bleed you, then do you want to be the one wholly responsible? CentOS has very little responsibility to you as a customer, however Red Hat does.
- Who do you trust? Last I knew, the CentOS project is actually really small. There are a few key players who hold the keys to the kingdom, and the project is dependent on them. If the CentOS project decided to turn around and evaporate tomorrow, or start throwing backdoors into everything, then they will lose credibility and respect from the community. Red Hat has $millions and future $billions on the line. Their continued success is more than just a personal matter to their CEO and board.
- ...which leads to, who is going to be around tomorrow. See above, CentOS isn't a huge team (which may have changed by now).
- Testing. Red Hat has the resources to test extensively. CentOS does not, but they also don't really need to test to the same extent since Red Hat has already done it.
- You own a lot of Red Hat stock. This mostly only applies if you're the CIO or a VP.