Counterpoint. I had a client that used a non-DB oracle product that was a barely functional monstrosity that required the client to keep around a windows XP XM

Counterpoint. I had a client that used a non-DB oracle product that was a barely functional monstrosity that required the client to keep around a windows XP XM to run a version of IE that could access the console. They spent 3 years trying to upgrade to the new version, even had Oracle professional services come in to help them with the migration, and they couldn't upgrade because the new version of the product was unusable because of bugs and performance, and the old version was a barely functional turd that had to be restarted multiple times a day. At the end of it all after a multi-year (expensive) engagement Oracle basically just said "That sucks LOL make sure your payment isn't late". So maybe for the DB they are responsive but generally I've found their willingness to help customers similar to a lions willingness to help a wounded gazelle.