I'll try to reserve my opinions on the matter, as I'm a little biased. On the one hand, prior to NodeBB, I was all about getting value for money. $5/mo digital ocean? Fantastic. Free for open source? Even better.
Heck, I'm still like that when it comes to what NodeBB works/partners with (e.g. Pushbullet for push notifications, because it's free, third-party emailers because they have free plans, etc).
On the other hand, I do understand that people need to eat. Especially when you're starting a business, you can't offer $5/mo plans to everybody and expect to survive. It's hard to explain this to people who question our pricing model as well, but that's the gist of it.
But flipping back on the other hand, if I were paying $4000 a month, I'd expect more than "Forum Support"