Re:Time (Score 1)

Exactly even if you have a help desk that you can call for product support you will have someone's time making that call, troubleshooting and doing all the things that would have to do with the opensource software (the 10% of their time you accounted for). While this may be more with an open source solution (more answers like RTFM) your FTE will still have to spend time supporting the close source solution and pay for support at the same time. We use many open source application where I work (I'm the Apache expert and I don't spend nearly 4 hours a week keeping current and we mod the heck out of it), the learning curve was higher and took longer initial now I find it easier to find and fix things because the guts are exposed instead of mucking with some checkboxes that I have no idea what they really do.