>> Seems like one problem is that you didn’t set it up automatically and expected them to do it on their own.

Downloading and configuring CouchDB on their PC isn't something I can do for them, but it's really simple and easy to do and I provided step by step instructions.

I didn't charge them anything at all to get and use the offline first version of the app. They already paid for the online version (that's a yearly subscription fee) so there was no extra charge at all.

They really were not at all concerned about a long term outage. I can understand that because widespread outages have been pretty rare, and the app has never been down for any significant amount of time for 20 years now. So I think it was really a lack of urgency.