> One thing I learned from experience is that it's the people who pay the least who are the neediest and most frustrating to deal with.
As someone who has partaken in a support organization where 99% were annual payments and 1% were "golden licenses" (pay once, never again), I can confirm that the 1% were by far the worst.
This reflects my experience in other services, but not in this one (where the only model is "golden license"). The vast majority are very polite, and asking for help about as much as everyone else (not more).
Put a sustainable pricing model in place that can afford support staff.
Sure, a bunch of cheapskates will up and leave - there will surely be a second rate competitor who will pick them up and offer the same poor or nonexistent support all over again.
One thing I learned from experience is that it's the people who pay the least who are the neediest and most frustrating to deal with.