[axus]

Red Hat is supporting a lot more subscribers, I'd think? I have no experience with Red Hat phone support, their product has always been great and their online resources answered any question I had.

My impression from access.redhat.com is that much of the written material comes from support given to actual customers.

[op00to]

Red Hat (any many other companies) follows "knowledge centered support". [1] Essentially the knowledge base is the "workspace" or scratch paper of the support case, and as information comes in the case, the information should be organized in the knowledge base solution such that by the end, you've got the bones of a solid solution other customers can follow.

It's a whole Thing that People charge huge sums to implement, but the idea itself is pretty solid.

[1] https://www.serviceinnovation.org/kcs/