I want to clarify the situation so everything is accurate for anyone reading.
What we discussed was not a formal partnership. It was a custom deal, or "partnership" in the sense that we could work closely with his server through tailored services, but it was simply a consulting arrangement alongside other services and not a deeper or ongoing partnership. The options and pricing were shared, but there was no interest on his side, so the conversation was closed and we respected his decision.
When he later reached out with a technical issue, he was directed to our support channels. That is not ignoring support, it is our standard process. All customers, regardless of server size or revenue, go through the same support structure so issues can be tracked and handled by the correct team.
1:1 support or priority assistance is not provided through DMs, and we never offered it to him, so it is unfair to expect that. Outside of that, everyone is treated equally and consistently.
For transparency, here is the full conversation for anyone who wants to review the interaction:
https://imgur.com/a/jNnMtsZ