I'm curious. Is this a criticism of their support. Real time chat in general or just specifically discord?

Real time chat in general and discord in particular. Discord cannot be self-hosted, so any support message history will be completely reliant on the goodwill of discord. Another problem with using a chat channel for support (slack has the same problem) is searching for things you know are there but are impossible to find again.

so you want them to roll-out a discord like platform themselves?

And an ISP to host it on. As we know, if you don't self-host your ISP then you're beholden to the goodwill of a large corporation who could shut you down at any time.

what about the deep sea cables that run the internet, those can still be blocked by governments right?

No, I want knowledge-base style documentation and faqs. Something slightly better than this single question:

https://docs.bigcapital.ly/docs/faq

I see these as complimentary, knowledge base for search and self support. Email for well documented transactions or low priority questions. Slack/Discord to avoid making phone calls when looking for real people responses quickly. Phone for emergencies.

Presumably this would follow the pattern other big open source projects take, where other companies (who are experts on the software) host and/or support the software for a cost.

Seems like a brilliant way to choose your customers, actually. A great way to avoid Pareto rule type problems that suck away too much time. I could easily imagine that e.g. 200 "smart customers who need very little help" could be more profitable than 1000 who do, after a time v. money calculation.

Makes me think who's the customer here. Is this the engg team that's going to host it or the finance team who's the primary user of the product.

If the final user is finance, should the support be targeted towards them?