"In the recent past, we have gone above and beyond our lifecycle policy in good faith to fix critical issues in versions no longer supported.
Going forward, this will be the exception and not standard practice"
- i can understand why. legacy systems might be time cosuming or even impossible to accomodate.
But ruling out help for 'critical' issues isn't a good image or message. Perhaps just a suggestion of 'help only on a case by case basis.' at least that puts out a message of hope and an expectation of being charged for.
"Good Faith" isn't what it used to be. nowadays is used as upselling.