SLAs would be different amongst other things as it’s simply not cost effective to support small groups.
Sure, support level should be set accordingly to the price paid.
We don’t have the capacity to reply to all those support requests.
indeed, basic support of that type should be handled by somebody else, not 3rd-level support. An escalation system would be a good way to get done with these requests and have a way up if the problem is more serious.
There are hosting providers however, as well as some partners of us who would be glad to help…
How many of them host Collabora and sell the Outlook plugin for example? The latter is only available with a Nextcloud subscription at the moment as already talked about here: