That's really interesting. I work along side Optimizely in the analytics field and I remember that moment - I used to email into support@ to ask about stuff to help improve data across our platforms, and always had no problem. Almost over night the email support was shut off (in support of optiverse + partners, a route I totally get when you're trying to move upmarket) but it felt really forced, really fast and I think they could have done a better job ramping up enterprise without slamming all the self-serve and free customers.

My company is going through a similar phase of trying to move more up market, and I'm glad we've tried to keep the free/self-serve tiers explicitly because we think they build good mindshare.