[than3]

It is doubtful, its age old wisdom for a reason.

Most cases these days, you pay for the value add features (differentiation strategy) but the base ... (free) is in most cases monetized through alternate strategies. It is how they can cover costs to provide free to anyone that wants to sign up.

Unless you have a written SLA that makes guarantees, with firm timetables, you most likely aren't getting what you think you bought.