At times like this I think of Lily Tomlin's Ernestine character: "We don't care. We don't have to. We're Oracle!"
(I've been dealing with Oracle for a few years. It started with just database stuff, but they kept buying applications I supported, now they own Solaris ... anyway.)
I got a job where we don't deal with Oracle at all, life is so much better! I'd recommend it to anyone. Eat your veggies, exercise regularly, and work in an Oracle-free workplace .... this is the secret to happiness!
Sun support was remarkable. About five years ago I had a critical problem ...
There I was in the data center at 3 a.m., trying to figure out why my mirrored drive server wasn't booting on it's surviving disk.
I was groggy as heck, and even basic vi commands required a lot of thought. Actual thinking took more effort. The Support Engineer walked me through even the basic stuff
"Okay, now 'yank-yank put' to copy that line"
And a few minutes later the server booted and all was well.
We're moving as quickly as possible away from Solaris, to Linux. But service quality isn't the driver - it never is.