It all about timing. You work in IT, you know that there are some times that you just have a small amount of time to work on something and when you have an issue, you need to get it fixed. Don't get me wrong, I am not having a go at the product or you guys, I am just saying, i think there is a market for software support for this product for those of us that use it and rely on it.
As for what I think is wrong with the offering at the moment, lets not say 'whats wrong' lets just say, 'what isnt aligned with a busy It department'
from your very own link:
"Let’s make sure we are on the same page from the very beginning: free product support is provided on best effort basis, which means there is no SLA on responses like with regular support for our paid products"
Perhaps I should have named this thread "Paid support offering" as opposed to proper. Proper insinuates something that I did not mean. feel free to change it on the back end