Seems this rant shows how you can get bitten by RedHat then get crappy support from them. However…
Is the person a paying support customer? If not you’re not entitled to that much I bet.
And here’s my plug… if you’re going to run Linux… run Debian it’s free and in the many years I’ve used it I’ve never had an unbootable system from upgrading… only from me screwing with building my own kernels and playing with the bootloader.
But my bigger suggestion is to run FreeBSD.
