Yesterday one of our community members submitted a ticket that would help Zenoss better monitor a Cisco/Jupitor device. Chris Blunck one of our developers grabbed the ticket, and the suggested changes adapted them to our architecture and submitted the patch to our source tree.
But we had a problem. We we don't have the equipment to verify the patch was effective. Though we weren't stopped there. The nice thing about this OSS model is that the community and the company can collaborate and both benefit. The user offered to test the patch. This was the perfect win-win, and the user gets the benefit of fast response and the ability to inspect/improve/adapt the code to solve their individual problems. Everyone else gets a better product.