Yes, the company cannot offer free support directly, but there are clearly employees responding on the thread, so seems the be working.
Hmm, let’s look at your actual posts. This one was answered in a day and the other followed. Do you still feel this way, despite the 50+ responses in the last week of the holidays?
Absolutely, seeking more information about the platform is what brings all of us here.
If you’ve had the same result 3 times, perhaps it is time to consider what can you do differently as part of your update process.
In that case, you need to let it go. Best bet is to get some else to manage it for you. Hope you find a solution that works.
I would hope the community would put more focus towards whatever does actually help, be it contributing documentation or testing things & providing logs, etc.
This might be easier if it becomes clearer of where users should contribute to their particular brand/iteration/part of Nextcloud.
In that case, aren’t you simply responding with a template clarifying what that person should do next?
I suppose this is not already clear enough within the forum… how someone can properly search it, github & the web to help themselves + their post.
Yes, which is reflected in all the responses.
Something of this nature would be great if it helped users post either here or in the appropriate github repo from within their Nextcloud.
fwiw, you should not be editing within docker containers. More of an aside, but that should not be a thing. There must be a more elegant solution, be it env variables or something else.
Yes, it is an optional community alternative to paid support. Yes, it is run by passionate helpers to spread free software and help users. Yes, it is because the company commercializes support because the product is totally free. Yes, the company leaves users to support themselves when they choose to not only use, but run the software themselves.
Think of it this way: if I give you a pair of drumsticks, do I owe you drum lessons? Or drums? Or a band? Or a place to promote yourself? Does the music store or manufacturer? Being permissive and open is awesome, but it is a lonely journey as well to learn and maintain.
Exactly.
It makes me wonder what we can actually contribute to improve things. Complaining is a step, but certainly not the end goal if we are planning to continue trying to figure this platform out.
Interesting to hear a different perspective from someone who finds the support template useful.
million percent. This might as well be stickied to the forum.
Are these steps you mention not clear enough within the forum?
But is it clear enough where more contributions are needed / helpful?
Does this mean you feel personally obligated to begin contributing documentation or code to improve help for others? 
Taking responsibility yourself sounds like a great contribution to the project and community of others finding themselves in the same situation as yourself. I hope you do it!
Hmm, found this: Discourse AI Features | Discourse - Civilized Discussion
Uh oh, don’t feel too bad. Such threads are critically important, if they lead to any actual improvement. Hopefully it does.
Well, I’ll at least say thank you to you + everyone giving nice info in the thread. Thanks, and happy holidays! And make it a great 2025.