In reply to Marco.

For me, it is the suddenness of the cut-off, with no access if renewal is not paid. Give folks some sort of limited access for a transition, warn them ahead (which may or may not have been done, IDK), etc. This sounds like the terms of service suddenly changed so that those who were not renewing each time, but periodically, were suddenly cut off from all their stored data.

Also, even if the usability was to be cut off suddenly, the past data should be avaiable for at least a reasonable transition period—90 days? 60? IDK, maybe scale with the amount of data.