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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.
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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