I disagree, they could reply with automated canned responses if don’t have resources for support
“Suggest new feature” => “thanks we will consider” => trash it
“Help I’m locked out” => “use this self reset tool or cancel your account”
“I need to add a new user” => “sure, read the documentation”
There are many other paid services without any kind of support in the entry level plan, could have done that. For example the $24/year plan for photoprism doesn’t come with support