We make ourselves personally available to our user base in a way that few companies do, something which most people appreciate us for. We don't hide behind a communications filter wall and we always try to go that extra mile for our customers. I personally answer customer support queries all hours of the day, often well out of office hours and in my own personal space/time. I even helped a guy out just last weekend in the middle of the night UK time when I saw he had tried to call us, helping him to get Fusion working again so he could complete coursework due in the following morning. We do our utmost to help our userbase and we're proud that we do and that we can.
We do expect not to have to put up with rude or abusive messages for our trouble.