Some games offer two tiers of membership, free and premium. Some are free-to-play with microtransactions. Some are subscription-based, but have free-trial periods. Customer service and technical support costs the same whether someone's paying or not, though.
Should the free-trials and free users get the same amount of customer care and technical support as the paying players? Should it not matter? If free/free-trial users get less or no support does that encourage them or discourage them from upgrading to paying for the game? Shower us with your collective wisdom!