What do you cover for support? Do you just handle for free, all emails that are sent to support? or do you email back saying this particular task is charged at $xx/Hour?

What do your clients think of the charges? When starting off small 4 years ago I was willing to do things as at that time you go the extra mile and more to keep clients. However, over the last year or so we from time to time explain that something will take this long at $xx/hour and I have found that most accept this and expect to need to pay.

What does your company do? Or if you are a client of a host... what does your host do?

you can charge your clients for support? but wait, that's just too easy then...

we do it for free. only extras like ded. IP, etc cost money.

Welcome to the forum, Anton!

Most true "support" issues are free, but I don't do any scripting, or anything like that. I refer to my web design customers. Naturally, the ones who have the best packages get the most referrals.

Most of my customers are web designers (resellers) they are expected to provide first level support, then we support them.

We also provide "Branded" support if - for example they are out of town we will provide support for their customers at a fixed rate per hour.

I like the idea of branded support. I believe customers would appreciate that and go for something like that for maybe certain parts of the day or certain weeks. The advantage here would be that you already host the site, know the server back to front and can resolve problems quickly.

The hard part is getting them to understand that I have NO interest in the web design business. And frankly, I value my resellers too much to try to take their business.

When we provide the branded support, we act as though we are on the staff of the web designer/reseller.

We even ask them to provide us with their fee structure so we can answer questions about pricing for features, etc.

John

We offer 24x7x365 support.

What is included in that though?

It covers 24/7 Live Chat Support, 24/7 Ticket support, 24/7 Phone Support, Server Administration, Server Monitoring for Web Hosting Companies and corporate.

So while you are sleeping in the United States, your clients from east may be looking quick resolution for an email issue. Critical issues like Ddos and spamming have to be attended and resolved as soon as possible. This means support team has to be up and responsive 24/7x365.