Sadly this place is full of more people asking for help than able or willing to give. That's about the only time people come here apart from the odd regulars.
And as for the old "it's a free product so you can't expect support" and "the devlopers are busy and have lives" stuff - I've seen those responses churned out over and over across the years of dealing with free softwares.
What you've got to remember is many products these days are going down the free base program route and then offering paid extras. By that logic, they'd only ever be supporting the paid purchases while the base program gets neglected. Free is nothing more than a sales pitch in todays world. Get people interested by dangling a free carrott and then sell to them once they're in.
I see it this way.
You've not made this product and put all this time into development just for the love of it. Somewhere along the line the devlopers benefit as much as the customer using the product.
Not engaging with your customers frequently enough leads to major losses of custom and stops the conversion of a non-paying customer into a paying one dead in it's tracks.
For instance, if there were premium options for adserver, I doubt I'd upgrade when the very base free version has such low level support.
Lots of people like free because it means they can try something, set it up and get familiar and if they like it, they'll start paying for extras, premium accounts, more features etc.
Not so much when the support network is a ghost town.
Sorry but if it were me, I'd make sure I'd got a few people that knew my product regularly manning the support / forums one way or another.
Then again, I'm in marketing mode so I see everyone with a potential $$$ over their heads and anything you can do to keep them interested and tempted into spending, DO IT!
