Individuals (and many businesses) want the reassurance of a centralised and across-the-board compatible software model.
Multiple open-source programs / services create a feeling of risk for traditional business managers regardless of the reality. Concerns about integration etc are significant in medium-size business which may not have an IT dept.
Sure, you can have support on top of an open standard. That's the best of both worlds.
Closed sourced formats are quite dangerous for the long term.
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I know and agreed. But centralised systems are reassuring to the inexperienced.
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You can have a centralized system with open source as well.
LibreOffice has professional support for example: https://www.libreoffice.org/get-help/professional-support/
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