Here is the double edge sword of all this. Sangoma employees, like @tm1000, spend numerous hours on the forum providing help and support for the community. They not only do this during normal office hours, they do it after hours and weekends. Having support tech and project developers active in the community is how Sangoma tries to mitigate support costs for the community.
The problem with this, and this can be found in various threads about CPU spikes, is that when users are asked for specific details, test results, configuration information and don’t provide it either fully or at all it makes it hard for anyone (Sangoma employee or community member) to actually help at all. These things are going to be requested when you are paying for support time so why treat it like it means nothing when asked on the forum for free?
This is why paid support exists and has to be used in certain cases. Once the clock is ticking and there is a monetary cost applied it seems the information no one deemed important during the attempts to get free support find it vital to provide.
While the idea of Sangoma waving the support fee for one or two users that are having an issue like this CPU one is noble, it’s a slippery slope. Could turn out that the issue is not a Sangoma issue but a user issue that has nothing to do with Sangoma (improper VM config, etc.). When Sangoma says “This is the issue, it’s not related to us. You’ll need to fix it” and the user goes “Oh well how do I do that? Can you help?” is it fair then to start charging them?
This of course then leads to the “Well we looked at 3 user’s systems and it was all user error. Who is the next one to get free support to figure this out?” How long do you be noble and find that the 2 dozen people that reported the issue only 4 had real issues Sangoma needed to fix?