[NoRelToEmber]

Why not charge for support? And waive those charges for clients above some (public) spending threshold (to reduce the perverse incentive of making the product difficult to use so you can profit on support)?

[DropInIn]

Because then they both lose out on that "free" 5k And reduce sales as a result of fee aversion and "unknowability of cost" issue...

Just google A/B testing done on this already. Consumer behaviours are well established in this regard.