No reasonable person expects support for free, but relying heavily on a free service would be a lot less scary if there was an option to get customer support for $100, refundable if they can't solve your problem. At the moment there doesn't seem to be a middle ground between 'behave like a company and open a commercial account before you know there's going to be a problem' and 'if a problem does arise there's nothing you can do for any price'.