I addressed this with my side business by keeping the free option pretty limited. Only a very small set of my potential customers qualify for free (very small,

I addressed this with my side business by keeping the free option pretty limited. Only a very small set of my potential customers qualify for free (very small, volunteer orgs, with very small problem spaces), so their support burden is kept pretty low. I still feel good about being able to offer something free to folks that get some value but can't afford to pay anything, but I'm not overwhelmed by ungrateful masses.