Support scales fine. there's plenty of huge companies built around charging for support, all the way up to consulting companies like IBM and SAP. support does

Support scales fine. there's plenty of huge companies built around charging for support, all the way up to consulting companies like IBM and SAP. support doesn't scale, or work at all as a business, if you aren't charging for it. if you're providing free support as a loss leader to get people to buy your stuff, people will take the free support and leave. it's nothing to do with scale.