> So it’s not that cheap people require more support. It’s that people who require more support are more likely to make their decision based on price alone.
What evidence is there of this? Surely if you have a plan for $10, $50 and $100 you're going to have more customers at the $10 price point simply because it's so cheap and therefore more support will go to people at that price point. Has anyone even actually released any sort of statistical analysis of price points and support taking into account the pricing, total customers and the amount they use the product?
Also who the price point is aimed at matters. For example if your product has a $10 price plan aimed at individuals and a $50 price plan aimed at businesses you could see the $10 price plan requiring more support (on average) simply because the personal users use the product more actively, not because they're paying less. I as a customer won't pay $50/m if your $10/m plan suits my needs.