That's not correct.
An example: If your customer wants to set up an email and doesn't know how to do that, as the reseller, you would have to explain that, or do it for them.
If you were to forward that request to us, we would charge 20 minutes of engineer time
, so you would have paid £20 for the privilege.
Now, if it were that the control panel wasn't working, so that an email needed to be set up by hand, whilst we fixed the control panel. (Just an example, this has never happened) that would be free, as we are fixing our services.)