If you ever hit an issue with Kafka or Strimzi, go to their Slack, some of the most intelligent people I've ever had the privilege to work alongside will be there, helping you.
For 0 money. That kinda free.
For 0 money. That kinda free.
But you as well as I know, that what the other participant in this conversation means, is that if a for-profit entity relies on support that is "free of charge" in this way, such that it can continue to profit on the back of their product support, then the for-profit entity really ought to seriously consider a voluntary donation of some kind to support the continued maintenance and support of the product.