It's slightly more nuanced than that. Quite a few OSS projects seem to have success with providing free community support forums, online documentation etc. whic

It's slightly more nuanced than that. Quite a few OSS projects seem to have success with providing free community support forums, online documentation etc. which still require some support but usually an order of magnitude less, and then pay-for 1-to-1 support (paying both for itself as the scarce good, and a portion to cover the "free" support maintenance costs). As always, that "free" support has to be carefully constructed and maintained so that it works in this manner.