One thing that this sort of analysis sometimes misses, is the users who may well have multiple accounts (or influence over such), some on paid tiers and some on

One thing that this sort of analysis sometimes misses, is the users who may well have multiple accounts (or influence over such), some on paid tiers and some on free. Then the "entitlement" can become a bit more of a grey area. I have both free and (multiple) paid accounts with GitHub for example. If I complain about limitations in their free tier, I am still also a paying customer of GitHub at the same time which is important context. That's not to say that the "entitlement bias" being talked about here for free services is appropriate, but it's just extra context to keep in mind. By the same token, I use a lot of Cloudflare's free services, but I've also brought them a lot of business, have multiple accounts and external customers on paid tiers etc. So I am a revenue generating customer for them. As a customer, I evaluate these companies' services on the sum total of my experience across my paid and unpaid accounts. As a side note, this can also backfire when it comes to support. I feel that I get pretty bad support from Cloudflare at times, because they seem to treat me as one of their many freeloaders [0], when in fact I've had multiple Pro and Business plans with them and until recently have introduced new customers to them too (which they won't necessarily be able to track). When they respond to me, they don't really have a clear picture of my value to them as a customer, and I think it shows. So when analysing how a company treats its "freeloader" users, its worth bearing in mind that a significant proportion of those users may also be revenue-generating for them, some in ways that won't be obvious. [0] I use "freeloader" here as a purely descriptive term about the commercial relationship and not as a judgement.