That's deplorable, IMO. Gives me a really sick feeling that they don't have a way to directly get help or feedback with issues that are clearly theirs. I have no problem with having to pay for support, if it's to support MY errors or lack of knowledge. I imagine down the road when I have a few servers with them and everything is humming along and their service goes down for two days, and I have to scramble to sign up for their paid support just to find out when they will be back up again. Ug.