Originally Posted by sevenclouds
it is about what kind of service you offer,managed or unmanaged.
Every provider do not want to spend much time and effect on some accounts with ordering low -price service.
If you offer shared/reseller/master reseller/alpha plans then you should offer support to your clients and then if you cant find solution then you can go to your server provider if its a manager server for assistance.
If you offer VPS/Dedicated servers then if its unmanaged then you don't have to offer free support, but can offer support at a chargeable rate. If the servers are managed then you must offer them support.
I know my way around a VPS to fix most issues that arise, but i took these as managed servers as its nice to have a backup if issues arise you cannot fix alone.
The VPS and dedicated servers i offer are all unmanaged, but does not say i wont help clients if they need help, if its a 2 min job, then no problem, if its longer then they pay for support.