Probably the simplest middle ground between do/don't offer a free plan is: offer a free plan, but be very clear that any kind of support, feedback, contact etc

Probably the simplest middle ground between do/don't offer a free plan is: offer a free plan, but be very clear that any kind of support, feedback, contact etc can only be reached via a paid subscription. This works well in e.g. AWS where I often temporarily pay for a subcription while I'm having an issue. This weeds out for them many low-value, high-maintenance users. (AWS in particular cannot be very blunt so it's still possible to get support without paying specifically for it... but when running a small business, please be blunt)