I was a happy, paying subscriber for years. Their developer recently rolled out an update that broke certain app features for me and also slowed down app performance significantly. I followed all their troubleshooting steps (none of which worked) and ended up opening a ticket. A month later it's still not functioning and I was told by customer service that it wasn't a priority for them and that they hadn't been working on it and wouldn't be working on it. They offered to cancel my subscription instead of actively working on my trouble ticket. It doesn't seem like a sound business model and is a very poor way of treating a long-time paying customer who simply wants the app to function correctly.
