Unfortunately, that includes hardware too... A friend had 3 out of 13 Oracle servers die with random memory errors (persistent). Of course, if they had a 10K+ service contract they'd be happy to help.
In the enterprise hardware world, I don't know any vendor who will offer an answer other than "call your sales rep" to a customer who didn't buy a service contract.
It was a charity donation (by Oracle) of hardware and services, and the service contract wasn't part of the donation. The initial donation was laudable, but the hardware was weak. Needless to say, the 3 dead servers were not replaced.
