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Would it help to think of it as "the paid tier dyno is buy one get one free" ?

I agree that Heroku could do a better job of explaining their offering, but I don't think they're doing anything wrong.

Apparently you did need more than one, because that's what stops your app idling.

I see no problem with their support response, it was accurate.

Thanks for pointing out these issues. This is a new blog for me.