Your free plan is killing your SaaS

Evernote is not exactly the best example I'm afraid. I paid for it once, and it was because I needed shared folders and that was a paid-only feature. Otherwise I wouldn't have paid. Heck, I'd have used any other service if my then-teammates weren't that attached to Evernote. The new web interface is slow and sloppy, the Windows desktop client has ALWAYS been behind the Mac client, the proprietary language for the source of the notes is retarded, there's no way of editing the raw content of the notes, etc.

Every year that passes, I'm honestly baffled by them not going bankrupt.

A better idea is to offer a free, limited version with no support and premium versions with support. That way your time is focused on those willing to pay and anyone who needs it free has to find someone to help when they get stuck. That gives them an incentive to upgrade while still making your SaaS visible to new users. I think Trello has it right; the free version has us onboarding hundreds of new users for them and teaching them to use it and the paid version is worth paying for if you need to control your users.