[entreprenewb]

>Why are we doing that kind of help for free? Aren't there liabilities? Don't businesses charge thousands of dollars for that kind of support/freelance programming work?

Yes, many companies have large lines of business just providing support. At the end of the day it's all about the value it provides your company and your clients. If you're able to retain and attract users/clients then some free support could be worth it as a sign of cooperation and goodwill. If they're already paying customers you may need to better define what's covered by your SLA and various support agreements. However, if they are asking for advanced help outside of those agreements then you can just say you don't provide additional support. Or if your company has the resources you can always charge them for engineer support (for example, MS charges $259/h for advanced support during business hours).