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IMO the main issue here is blatantly starting to ignore a paying customer out of the blue, that's just unprofessional.
It takes very little effort to say something like "Sorry, we provide full user docs but can't troubleshoot end-user issues that may be a result of server configs or other user variables" or whatever. Or write up a policy on your website saying further direct support has an hourly charge or you can offer an annual support plan for additional $$$ on the license (Strongbox for example does this).
That way the customer doesn't sit around for days waiting for a response, while the company just totally blows them off. Again, it's real easy to just be straight with them. Literally 10 seconds to tell them what's up via Skype. I'd be leery about doing business with a company who can't be bothered to do that.
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DeltaofVenus.com - Vintage Erotica from the 1800s through 1979
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