This is true. But truth be told, if you reach out to us via Slack/email/whatever we will do our best to help you regardless. Every eng on the team takes part i

This is true. But truth be told, if you reach out to us via Slack/email/whatever we will do our best to help you regardless. Every eng on the team takes part in our community support rotation. We typically respond to a new Slack message in <5 min during business hours, and we watch it closely and respond as quickly as possible outside of that. We are eager to help our users. The commercial support options are for customers that require specific contractual SLAs, etc.