When being too responsive to free tier users ruins your unit economics

There’s a dangerous trap in being overly helpful to non paying users in the early days. We spent thousands of dollars worth of team hours solving custom problems for a free user who never intended to pay a single dollar.

Giving high touch support to build goodwill sounds great until your team is exhausted and your burn rate spikes.

How do you set strict support boundaries on free plans without pissing off potential leads who might actually convert later?