@nihilazo I disagree. Instead: Make it clear what level of support they can expect.

Or how they can get support (you are well in your right to tell them that support costs money).

I have already spent unpaid all-nighters to fix an urgent problem in software I care about, but if someone were to tell me I owe them that, I’d tell them to pay me what they’d have to pay to get an onsite Oracle employee (around 3k€ per day).
@calcifer