This doesn't surprise me. I have many years of experience as a customer in the receiving end of some very expensive software maintenance contracts f room the days before the web, when you were reliant on shelves of manuals. I started East Lothian's eduBuzz WordPress system, when the multisite option involved separate software, at that time not yet at V1. 0, and found the support from that community far better than anything I had seen from any commercial service. These people enabled me to run it at no cost from 2006 until last year, for which I will always be grateful.