I’m going to jump in here because I manage the team that supports you both for free here on Meta and paid if you are a customer.
I have read every post in this topic. Some of the comments are fair and some are misplaced. We care very much about the open source community, it is the foundation of Discourse, but good business dictates that we prioritise our paying customers.
We are aware that as we grow and get busier it is harder to read through every post here on Meta. We have exhaustive discussions about it internally. We recently hired @JammyDodger so that we have someone that has time to read and respond to your questions and concerns. I’m really not sure what more we can do.