'..I have found the ext3 file system less breakable (many a time I have had to walk customers through fscking a 5.5 box after a power failure via the telephone )...'
True, but shouldn't a file server be on a UPS? (Belkin basic for about 45 USD, 42 EUR). And I've been running ext3, Reiser and the rest on various machines for a few years now... don't know why it wasn't introduced earlier.
'...its not all bad. I still can find anything suprior out there and I have spent a lot of time looking.'
Of course it's not all bad. It's a 'great deal' if you are happy with what's in the box, PITA otherwise.
However, e-smith have always been an avowedly commercial distribution - and it's their call, of course...(subject to GPL-ish-ness). They have a perfect right to adjust their support to that goal. Most of what we're all trying to do (I reckon) is add the features that are missing in the GPL but supplied with their commercial package

Their only obligation is to provide the GPL'd source - at our cost.
That said, in our experience, 5.5 has been a win and 5.6 a backward step. We're on 5.5 everywhere and not upgrading any installations to 5.6.
All RedHat-based distributions have recently received a few wake-up calls anyway. I'm from Europe, and RedHat is not the 'big hat' here...
Once you have learned Linux, it's possible to see that all Linux-based distros have more in common than they differ (and a large part of the RH system is BSD-based anyway, so Free/Open/NetBSD are within grasp too...).
SME/e-smith is still our best bet as an out-of-the-box, but we're developing our own solutions - on the back burner - just-in-case...
Incidentally, we did contact Mitel service again re: being resellers - and *still* no replies... thrice is enough, no? Moved on now...