I guess it may work in situations where their support / extra feature cost is high enough where it's not worth for them to elevate you above free/no-support. But I've found the same thing annoying with multiple services. Zoho desk, zoho meeting, datadog apm from recent memory where I'm in a position where I want to give them money, but the initial step is just not worth it for me. I'm going to have like 5 support cases item, or organise 4 meetings a month, or I want to send you maybe 100mb of tracing data - I want just the feature itself - take my money, but not $30/mth for service I barely ever use. I don't even want your support available.