Hosts may have vague-ish definitions of some things (like design services) because every project is truly different, and thus is priced differently. I do agree that things like fees, addons, any additional place the customer is going to be asked for money...should be spelled out as clearly as possible. It lets the customer know precisely what's expected of them, precisely what they're getting, it minimizes surprises and lets the customer know exactly what they're paying for.

AbbieRose, it's also less friction-inducing to start with prices high and go down, than to go in the other direction. People (myself included) get irate when prices go up, even if resources increase. But lower the price without reducing the features? I have yet to run across a person who'd complain about that.

You could think about how you want to offer support, and roll out said support in stages: test this aspect and its pricing, adjust, roll out the next bit, lather, rinse, repeat.

You might want to also think about saying that you'll provide up to X amount of individualized support a month - and beyond that X amount, it's Y per half-hour. Include some way of tracking "rollover" time if you wish - I'm not sure how to accomplish that, but there must be some tool out there that would do the trick. (If you do this, you might want to put a cap on rollover time, just so that you don't end up with a reseller who comes to you at year 3 and effectively has you create a custom CMS for them.)