It is not a joke, it is reality. Redhat gives absolute priority to paid customers, so if none of them use a package then Redhat will give it a low priority or no priority at all. This is how Redhat works, non-paying users are expected to know what they are doing (eg fix it on their own).
This is not only about packages and their support, but extends everywhere. Bug reports by paid customers get high priority and they are fixed instantly, while bug reports from everyone else are completely ignored (unless the bug affects paying customers).
In my line of business (web/email/hosting/API/microservices) I’ve learned to fix things on my own and when I can’t, then I submit bug reports via another company that is a paying Redhat customer 