I'd say if you go freemium, do not provide support. Have an email address there with autoreply set up that says 'your account is free and as such, we cannot pro

I'd say if you go freemium, do not provide support. Have an email address there with autoreply set up that says 'your account is free and as such, we cannot promise an answer'. Then have a dedicated zendesk integration for the actual paying customers. No problem giving basic service away for free, just make sure you don't spend time on people who leech.