This works, until it doesn't. If your free plan is killing you you're structuring it wrong. Free users shouldn't get support, that's reserved for paying custom

This works, until it doesn't. If your free plan is killing you you're structuring it wrong. Free users shouldn't get support, that's reserved for paying customers. A free user should basically have to just read documentation. And if there's premium features with expensive hosting costs that aren't trivial to subsidize, then that is not a free feature. You also lose a lot of market share when your competitor starts offering a free plan. Have a free plan, but never think of it as more than a lead generator.