Originally Posted by hostgliders
Mostly providers will assist on any hosting related issues of their clients but if the issue and the solution is out of scope like any control panel bug , they ask for some time to resolve or they might tell you to contact yourself.
But , usually hosting providers will give good support for their end clients.
but you also have to look at it as
Do you want to hold your clients hand for every little thing?
you should be able to guide your client to learn how to install scripts and change nameservers. The more you can teach you clients then the better for them and you.
take scripts for an example.
Most hosts will have softaculous or similar available to clients with over 300 scripts that can be installed in 1 click, so if a client comes to you and asks you to manually install a script then why should you not charge for your time as you have provided them with a solution to install scripts themselves.
Also if a client wants you to access their 123 reg or namecheap account to change the nameservers on their domains, then why should you not charge as you are having to access a control area that is not on your servers.